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Support Engineer

Clermont, Florida, United States
April 06, 2019

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Sterly Damian

***** ******** ******,

Clermont FL 34714



Santander Bank / Softworld, Boston — Tech Consultant / Data Center and Backup Analyst

May 2015 - PRESENT

System Maintenance, Administration and Support of Santander's Windows and Linux/Unix based servers, commissioning and decommissioning of servers and equipment; Proactively monitor and support the stability of Santander Infrastructure; Work closely with Technical support, Engineers and Customers as needed; Respond to alerts/alarms according to Standard Operating Procedures and work and coordinate tasks with 3rd party vendors; Develop and maintain policies, procedures and operational tools/documentation; Backup Analysis and Restores

Monster, Boston — Global Network Operations Engineer / Systems Administration

October 2010 - May 2015

DC technician activities related to the operations and monitoring of the Monster networks, systems and websites; Build, rack, and prepare production class servers; Use monitoring tools and perform triage via documented processes and react accordingly to incidents; Perform Level 1 troubleshooting and support expanding Monster’s ability to respond quickly; Report and escalate to onsite Senior team members, “incidents” which impact the Monster environment; Partner with the other groups within Global Operations to assist in the resolution of problems; Provide support with deployments and releases of new products; Create, update and enhance written Standard Operating Procedures and documentation using guidelines focused on ease of understanding and completeness DentaQuest, Boston — Production Support Analyst III June 2008 - October 2010

Support systems (Dev and Production) by utilizing existing resources and processes, including, but not limited to the following tools: Event Management (TWS E2E), Software Release Management (Endevor and MS Team Foundation Server), Mainframe security (RACF), and Document management (ViewDirect); Provide application security support for multi-platform environment and various applications; Oracle, Oracle Financials, Cognos and Active Directory as well as several internal custom SKILLS

ES/9000, S390, HP9000,

Windows 2012/2008/2003,

Unix, Linux, TCP/IP, HTTP,


Nagios, Veritas Netbackup,

Orion (Solar Winds), Panapt /

Panvalet, Platinum

Autosys/Zeke, Mobius, SAR,


Remedy/Clarify/Altiris Help

Desk, RT – Request Tracker,

SCOM, SiteScope, SSH,

Sterling Gentran Server

Integration Suite (GIS), SVN,

TSO/ISPF 5.0, Tivoli Workload

Scheduler / Operations

Planning and Control (OPC),

VMware, Wiki, Aperture Vista,

BMC CMDB Explorer, IBM

Tivoli Storage Manager

(TSM), Dell PowerEdge

Servers, IBM Servers X Series,

HP Servers and Blade Systems


ITIL Foundation / Axelos

Certificate #


December 2016


Spanish and English

applications, UNIX applications, and mainframe based applications; Provide customer support by using troubleshooting skills to research and propose solutions to problems and accommodate necessary changes and or corrective action; Support IT by ensuring all processes associated with the tools supported are in accordance with existing IT policies and procedures: Recommend standards, procedures and process improvements appropriate to own work

CNET Networks, Boston — Associate Operations Engineer February 2007 - June 2008

Participate in oncall duties and 24x7 support; Troubleshoot production problems and escalate to development teams if necessary; Provide production support of and CNET Newsletters Delivery Systems; Orchestrate software deployments; Develop and document operational standards; Process automation and monitoring Monster, Boston — NOC Technician

May 2006 - February 2007

Please refer to latest job entry

WorldWinner, Boston — Systems Operations and


April 2005 - June 2006

Responsible for the operation and proactive monitoring of World Winner's production services to ensure the corporate goal of 100% uptime; Responsible for the implementation of technical changes and problem management in the production environment; Provide operational monitoring and first level support of production Linux/Apache and Windows/IIS systems with an emphasis on service continuity and restoration; Implement and oversee changes to production in a structured change environment; Escalate to and manage subject matter experts in the resolution of production issues; Responsible for all aspects of production jobs including scheduling and reporting; Administer and maintain network monitoring systems and network accounts; As necessary, serve as back-up help desk/desktop support technician; Actively participate in a program of continuous improvement of operational documentation and procedures

Perot Systems, Boston — EDI Production Support Analyst November 2004 - April 2005

Provide lead support for Client Services and daytime On-call Support; GIS and FTP Account Setup in Production and Testing Environments for Providers; Support Schedules in Unix Environment; Documentation of EDI Processing, Analysis and Recovery; Verify and validate data content of EDI and ensure error-free EDI transactions; Monitor daily EDI activity, including investigating and resolving EDI testing and production issues; Act as a liaison between technical and business areas of the company and trading partners

Delta Dental / DentaQuest, Boston — Computer Operator II August 2002 - November 2004

Review and Execute batch request jobs; Monitor and process daily batch job schedules; Monitor and process FTP requests; Execute backups on S390 systems; Print, process and deliver reports; Maintain IBM printers 3160 and Perform tape librarian duties

Harvard Pilgrim Health Care, Boston — IT Production Control Analyst / Lead Analyst

October 1996 - August 2002

Maintained Production Control and on call 24/7 for the ES/9000 system; Resolved software ABEND/JCL errors and documented the resolution; Supported and resolved daily production of over 19,000 jobs; Monitored and maintain the Express Delivery systems on ES/9000 system; Approved and installed new and modified JCL, PTO and programs using TCP/IP


Wentworth Institute, Boston

May 1990 - December 1994

Computer Science

Insight Computer Learning Center, Boston

January 2002 - April 2002

Completed courses in A+ and Network+

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