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Customer Support Engineer

Pittsburg, California, United States
June 06, 2019

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Pernell Lowery

Cell 510-***-****


A highly ambitious and dedicated IT professional with over 10 years of solid IT and network support experience seeking a position in Support Analyst.

Demonstrated proficiency in addressing and resolving technical issues utilizing a professional demeanor, and superior customer service.


Network: Frame Relay, TCP/IP, SNA, ISDN, X.25, EIGRP, IGRP, RIP, SNMP, HDLC, SDLC, Ethernet 10-base T, 10-base 5, 10-base 2, 56KB Switches, DS1, DS3, Token Ring, IDNX, Nortel Bridges & Passports

Hardware: KP DL.360 – 585 Servers, Cisco- 2500, 2610, 2811, 3600,4000,7000,7200, 7500, C5000, C5500, C6500, HP- 3000, 9000 Codex Motorola- 8000, 11000, ATM, Matrix Switches, 48 & 24 port Foundry Switches, Shoretel VOIP switches and VOIP, MRV immolators for remote dial-in support, RAID & SCSI technologies. Proliant servers and components such as motherboards, controller boards, network cards, processors and memory. ESX, VMware, Siebel Servers, Membase, Memcache master & slave nodes in a cloud environment.

Applications: Netview 6000, Tivoli, Cisco Works, HP Open view (HPOV), Nagios, On2, UTS (Unified Ticketing System), PAC 2000, OPICS (Citrix Based applications and servers), MMC (Remote Desktop tool for remote access into other servers within the domain. Remedy, Tivoli, Footprints, Netcool, UNIX HP-UX, Windows Server 2000, 2003, and 2008 and SQL Server.TCP/IP, DHCP, WINS, and DNS. Jobtrack, Open desk, Hpdesk, SAR, CMDB, Netview 6000, NCCF, NPDA, STATMON, Netman CMS. Lucent QIP, Solar Winds, InReach Console Server, Cisco IOS 12, Linux (Solaris), Splunk, and Foglight, Cacti, Puppet, Putty, vSphere Client, and Alert site, Novel Netware 6.x, SUSE Linux, Python, Perl, and Ruby, Centos, ssh (ponderosa for remote access). Using Right Scale for rebuilds and swapping of master/slave nodes in a cloud environment. Ansible, AWS for automation builds and instances.


Splunk, San Francisco, CA

Site Reliability Engineer/ Jr. NOC Engineer 01/2019 - Present

Provide hands-on technical expertise during service impacting events.

• Troubleshoot and resolve complex problems

• Perform root cause analysis and deliver detailed documentation on significant incidents

• Lead event correlation activities from monitoring systems and other change notifications

• Coordinate system maintenance and changes, while minimizing customer impact and maximizing the productivity of company resources

• Prioritize incident response and escalate to senior resources when necessary.

• Facilitate communication with disparate organizations during significant incidents.

• Demonstrate technical leadership with incident handling and troubleshooting

• Assist with the implementation and development of SRE tools and applications such as: Ansible and AWS for builds and automation or instances

• Manage and support SRE tools and applications

• Provide oncall support to internal customers.

Wells Fargo BANK, San Francisco, CA

Systems Support Analyst III 07/2014 – 09/2018.

Receiving, acknowledging, and resolving issues reported through various means both automated and user initiated.

Troubleshooting issues using general guidelines, and escalating issues to other technology teams as needed.

Communicating with users and technology partners through instant messaging, email, and phone.

Monitoring and reacting to system level monitoring tools and alarms.

Performing routine daily batch operations (OPICS) and fulfilling other routine service requests.

Writing database (SQL) queries for troubleshooting, issue resolution, or ad-hic information retrieval purposes.

Participating in application deployment and maintenance events.

Working assigned Incident tickets to completion, Monitoring JIRA Request. Restarting processes with appropriate GUI’s when alerted, and looking into error logs via UNIX/Linux to determine the appropriate course of action.

Using such ticketing tools as Remedy, PAC 2000 when responding to issues. Documenting frequently encountered issues on the Teams Wiki/Knowledge base page. Also, managed all onboarding process for a all applications in the FX space (from project initiation to final support sign-off.

Provide technical systems support within a technology organization and support moderately complex technical issues and initiatives related to assigned applications, systems, databases and/or other technical products and services; uses diagnostic and other tools to maintain, troubleshoot and restore service or data to systems or escalates if needed to meet established service level agreements; assists with migrations from development to production, upgrades, installations and/or configurations; may write queries to extract data and validates data loads; participates in project sizing efforts; updates documentation and procedures and provides informal training; troubleshoots network, hardware and software issues using pre-defined guidelines, templates and/or test scripts, identifies and escalates problems; tracks changes and performance trends and participates in process improvement activities; understands BCP, quality, security and compliance requirements for supported areas and monitors changes to identify risk to production systems.

Understand and supporting multiple applications. Prior experience and ability to work 7x24 on call must be willing to work flexible hours and shifts, including nights and weekends. The ability to follow detailed procedures and document new/revised procedures and proven oral and written communications skills and high severity problem solving management skills. Proven experience within a fast paced, deadline driven environment and Meticulous attention to detail, superior organizational skills, and successful self-management.

Experience with Infrastructure components (e.g. mainframe, server, network, etc.) and/or major applications Current experience with monitoring tools (e.g. NetCool, SiteScope, SCOM, IPMonitor or similar tools. Resolving issues from system alerts Knowledge of bank operations. Aware of IT Security fundamentals and good practices.

Zynga, Mountain View, CA 02/2013 – 01/2014

NOC Engineer/Jr. Systems Administrator (Contractor): Provided hands-on technical expertise during service impacting events.

Troubleshoot and resolve complex problems using network monitoring tools such as: Nagios, Splunk, Cacti, and (puppet for LDAP and password authentication on Server rebuilds and migrations).

Prioritize incident response and escalate to senior resources when necessary.

Demonstrate technical leadership with incident handling and troubleshooting

Utilizing Python, Perl or Ruby and Centos

Using ticket-based applications such as: (remedy, heat, Jira etc.)

Resolving all technical outages as well as assisting with enhancing integration and change management processes.

EBay/Stub hub, San Francisco, CA 11/ 2011 – 09/ 2012

NOC Engineer (Contractor): Monitors all production systems and services, Including supporting SharePoint & Jira ticketing systems, and servers along with maintain and documenting any new troubleshooting techniques. Responds to all production alerts and problem reports. Problem Ticket (Footprints) creation, processing and queue management, Technical chat, technical call or bridge management and facilitation, within a 7*24 environment.

General UNIX and Linux (Solaris) system production environment knowledge and Java scripting, utilizing ssh to remote into different servers (including but not limited to Siebel Servers) and rabbit to start/restart a particular environment a long with monitoring the success/failure of the requested start/restart. Also utilizing VMware vSphere Client as a jump box to remote/Ssh into different servers to troubleshoot, roll (restart) take in out of their respective pools. And utilizing Java scripting,

Utilizing monitoring tools such as Nagios and Foglight, and Splunk.

Apple, Newark, CA 04/ 2011 – 10/ 2011

Operations Support Technician

Project (Contractor): Monitoring and responding to alert conditions, in accordance with Data Center policies and customer service level agreements, within a 7*24, enterprise level data center. Operations Position responsibilities also include general system operations health checks, life-cycle management of installed equipment, and appropriate problem analysis.

Monitor system console, and networking messages OVO (Open View Operations)

General UNIX and OSX system support

Install and remove hardware components as required

Opening trouble tickets (Remedy) and using CRMs.

HP/Microsoft, Santa Clara, CA 11/2008 – 04/2010

Data Center Level II Engineer

Performs tasks as assigned with minimal supervision within a collaborative team environment, including but not limited to: ticket queue management (United Ticketing System: UTS),advanced server administrative tasks, network cable installation and removal to Level two support on infrastructure and Data Center issues. Implementing server Operating Systems which includes cross platforms of windows, UNIX and Linux environments. Performing installation/upgrades, troubleshooting server infrastructure and network devices.

Diagnose and repair server errors, infrastructure issues and network connectivity problems

Replace server, device or network components such as Server Hard Drives, I/O modules, power supplies, Array Controllers, MSA20 controllers, midplanes, and backplanes as needed and utilizing RMA procedures. Racking & stacking of newly deployed servers, network equipment, and establishing the cable connections for all equipment as well as labeling the cable connections at the A/B ends.


Interconnecting Cisco Network Devices, Configure Cisco switches and routers in Multiprotocol Internetworks that uses LAN/WAN interfaces

Building Scalable Cisco Internetworking (BSCI)

Building Cisco Remote Access Networks (BCRAN)

Building Cisco Multilayer Switched Networks (BCMSN)


Ascolta Training Facility, San Ramon, CA

Completed technical Preparation for Cisco CCNA Courses

Business Information & Computing Systems

San Francisco State University

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