Customer Service Engineer

Objective:

To use my networking, hardware and software skills in a

technical-driven company providing opportunities for growth and

career development.

Skills:

Hardware:

Cisco, Dell, HP, Macintosh, 3Par, HP EVA

Operating Systems:

Windows 2000/2003/2008/2012 Server Enterprise, Windows XP, Vista,

7, 8 and BSDI(UNIX)

Applications\Software:

HP Open View, Microsoft Office 2010/2012, VMware 5.1, Trend

Anti-virus, Postini, Abridean Provisor, Active Directory, Big

Brother, Dot.com Monitoring, PA Monitor, HP systems Insight

Manager, Netbackup, Nagios, Net ID, SMNP, Shavlik,

Solarwinds-Orion, Action Remedy, SAP, Scopus, Footprints, Vantive

& Applix ticket databases.

Experience:

11/2011 - 5/2014 CDS-Consolidated Data Irving, Texas

Solutions

NOC Administrator\Team Lead

Manage and train 4 NOC Analysts.

Respond to email and monitoring alerts regarding server and

network issues.

Active Directory account administration for multiple trusted

domains.

Cisco VPN Account Administration including new account set up and

troubleshooting.

System Administration duties including installing windows,

monitoring software, MS Office and making any needed modifications

on new and existing servers.

Windows patch administration using Shavlik protect.

Extensive remote server Administration using RDP, and VMware 5.1

Implemented Business Continuity plan regarding power issues in the

NOC using Battery backups, external wifi connections and instant

messaging.

Troubleshooting various network environments during Break/fix

Resolution Bridges.

Provide needed process changes with verifiable data.

Daily Co-location duties such as walkthroughs, cabling, and server

decommissions

and installations.

Solve issues for customer running multiple environments including

HP, Dell and

Macintosh hardware for over 75 agencies.

Exchange 2003 and 2007 administration using abridean provisor.

Exchange 2010 administration using cloud portal.

Installing and uninstalling servers, routers and Switches.

05/2006 - 02/2011 Convergys (Formerly Dallas, Texas

Intervoice)

NOC Engineer II

Visual Monitoring of IVR, MTC (VXML), WEB and SPEECH servers using

HP OpenView.

Respond to email alarms to server issues and customer requests.

Windows server administration including application updates and

patch maintenance using Shavlik protect.

Juniper VPN Account Administration.

Preformed scheduled monthly maintenance which included monthly

reboots, application updates for customers.

Convergys used Disaster recovery plan using multiple NOC's and

co-locations throughout the United States.

Monthly Telco\Local maintenance to routers, switches, and cabling

changes.

System Development Preparation including installing monitoring

software and making registry modifications.

Extensive troubleshooting during Break/fix Resolution Bridges.

Compile weekly outage reports for Management meetings.

Extensive remote server Administration.

09/2005 - 05/2006 Computer Science Corporation Las Colinas, Texas

Systems Analyst

Global Infrastructure Services

Account: Ascension Health Ministries.

Troubleshooting various network environments, Provide solutions

and work a rounds.

Workflow coordinator, submitting escalations as directed,

documenting and routing and detailed documentation for problem

resolution. Communicating with clients, vendors and end-users.

Provide needed process changes with verifiable data.

Duties include Active Directory, network, server, print services

Administration. NT Server and Novell Server Admin, Cisco VPN,

Wireless network configuration, Mainframe User, Administration,

Midrange Unix administration Windows NT- 2000, XP, Support,

Kronos, Meditech, Oracle, Citrix, VPN Client Support. Performed

critical evaluations to determine LAN/WAN hardware failures.

Telephony support, MS Outlook, GroupWise and Active Directory

Sites and User administration.

Responsible for Updating the Network White Board with current

Issues

10/2001-08/2005 Online Today Dallas, Texas

Technical Analyst

Primary Tech Support for over 3,000 users with a Local

Dallas/Ft.Worth

Internet Service Provider. Support for Dial-up, DSL, ISDN and

T-1's.

System Administration on local BSDI(UNIX) Servers, Radius Server,

and Local Mail

Server Maintenance this includes Account Setups, Postini Setups

(Virus Filtering), Account Maintenance, Alias E-mail setup, Web

Hosting server account setup, 24- hour System Monitoring via Big

Brother Network Monitor via Local or Remote Secure CRT

Hardware and Software Troubleshooting/Installation

Customer Service Responsibilities included taking Overflow Sales

Calls, Creating New Accounts, Cancellations, and Account

Modifications

Handled all purchasing for the IT department which included

Routers, Switches

Office Computers, Modems (DSL 56K), and misc items.

Other Experience:

Stream International - Mentor\Tier II, Port Aransas & Sunset

Valley Police Department Patrol Officer

Education:

Texas A&M University - Bachelor of Science

North Lake College

Microsoft Certified System Engineer (MCSE)

preparatory classes

Vmware 4.1 preparatory classes

References: Provided Upon Request

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