Customer Service Engineer

Shannon Wheelock

Katy, TX

**************@*******.*** - 281-***-****

To secure a position as a Network Engineer with a dynamic company that can utilize

my knowledge in computer networking and desktop support.

WORK EXPERIENCE

Operation Technician

Sungard Availability Service - Houston, TX - December 2009 to Present

Assist with technology installation to include securing of cabinets, racking of equipment, and cabling of devices.

* Assist with building Windows-based operating systems (Server 2003/2000) and device configuration.

* Created clusters in VMware for customers.

* Trouble shot issues related to ESX host, Vpxa and VMware update manager

* Provide onsite support for device troubleshooting to include power cycles/reboots, cable testing/replacement,

and media handling support.

* Assist Sungard Centralized Operations/Engineering, Project Management, and Customer Service teams in

support of customer requirements when engaged.

* Provide on-site customer service to clients while working within the data center.

* Provide on-site vendor support to MX Energy, Direct Energy, Toyota Center and various other clients for

maintenance, break/fix, and/or upgrades.

* Respond to and update tickets in Remedy in accordance with department procedures.

* Issue problem, change, and request tickets when necessary for both SunGard infrastructure and customer

environments.

* When appropriate, escalate issues quickly and efficiently in order to solve problems within Sungard's Service

Level Agreement requirements.

Data Center Ops Tech II

Windstream Communications - Houston, TX - August 2012 to January 2014

Performed backup and recovery tasks

* Provided support for Local Area Network (LAN) and Wide Area Network (WAN) technologies.

* Provided on-call support for after-hours emergencies and critical outages.

* Expanded knowledge of IP addressing and subnets, routing protocols, firewalls, and load balancing desired.

* Understand Domain Name Service (DNS) and Access Control Lists (ACL's).

* Configured and installed Dell, HP, and other Wintel servers and blade centers.

* Installed and configured VMware ESX servers.

* Provided and maintained user access in VC while configuring mail alerts for any failures in HA, DRS, CPU

or memory.

* Installed, diagnosed, repaired, maintained, and upgraded all hardware and equipment while ensuring optimal

workstation performance.

(Contract) HP Data Center Engineer

Hewlett-Packard - Houston, TX - December 2010 to August 2012

Used HPSM for responding and reporting daily trouble tickets

* Break fix on systems HP SuperDome 1 &2 Integrity 7620, 7410 & 8620

* Ran cables (copper &fiber) to equipment in rack to connect to HP network using HP Procurve 2848 an 4108gl

switches and HP StorageWork 8/24 SAN Switches

* Troubleshot EVA's and MSA1000 with ACU and utilizing HP-UX

* Installed Linux (Red Hat & SUES) on HP Proliant Enclosure Blade 460c

* Accurately document instances of hardware failure, repair, installation, and removal.

* Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.

* Supported development and implementation of new computer projects and new hardware installations.

Field Service Engineer

RSG Inc/Dell - Houston, TX - September 2007 to May 2009

Rack and stacked EMC storage devices& Dell PowerEdge T, R and C series as well as the M1000e Blades

and SAN equipment.

* Installed Backup software such as VERITAS netback up.

* Utilized MS Visio on various job to design networks with Project Managers and Network Administrators.

* Created LUN's on EMC servers in cluster environment.

* Diagnosed and repaired or replaced faulty server parts per RMA procedures.

* Installed and configured Window Server 2003, Exchange 2003, Active Directory and Group policies.

* Configured all workstations and server hardware according to organization's standards.

* Completed installation and swap-out of server hardware including server, disks, and communication gear.

* Diagnosed and repaired desktop and laptop hard drives, monitors, and printers at end user work stations.

Network Analyst I

Getronics - Houston, TX - September 2006 to September 2007

Troubleshot and configured 2600 and 2800 routers with various tools such as Ciscoworks

* Effectively communicated with personnel at all levels to effectively complete tasks and projects utilizing

Peoplesoft S3 and Citrix Remedy ticketing system.

* Worked efficient and effectively with telco on supporting T1, DS3, OC3, Broadband, VPN, DLC.

* Maintained Network-centric equipment supported on the network. Included Cisco 2600 and 2500 routers,

and Cisco 3550 series switches and routers.

(Contract) HP Invent Tester

Hewlett-Packard - Houston, TX - December 2005 to March 2006

Analyzed daily error reports and correct problems within time constraints imposed by the priority of the problem.

* Troubleshooting and resolved operational issues of wireless NIC's and motherboards.

* Managed the installation, configuration, and networking of Linksys, D-Link, and Belkin routers.

* Work closely with software development team on schema design, stored procedure implementation, and

database standards.

Business Service Associate

Ochsner Clinic Foundation - Harahan, LA - November 2001 to December 2004

Configured Windows 2000/2003 Servers, Active Directory.

* Maintained Technologies supported on the LAN and WAN. Included Windows 2000/2003, ISA firewall,

Exchange, Norton Enterprise Anti-virus, DHCP, and DNS.

* Implementing Active Directory and Group Policies on Microsoft Windows 2000/2003 Server, Exchange

2003.Mapped appropriate network drivers and printers

EDUCATION

Masters of Information Systems

Creighton University - Omaha, NE

August 2013 to Present

Associate of Applied Science in Information Technology

ITT Technical Institute - Houston, TX

March 2003 to December 2005

Bachelors of Science in Therapeutic Recreation

Grambling State University - Grambling, LA

August 1993 to May 2000

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