Maintenance Management
Resume:
Marcus McDaniel
***********@*****.***
PROFESSIONAL EXPERIENCE
Mr. McDaniel is a skilled Network Manager with over 10 years hands-on experience in
Profile
managing large and complex environments. His accomplishments include:
Effectively upgrading internet and telecommunication services to an MPLS network
and Digital phone systems in 17 locations.
Realizing an annual savings of $400,000 through contract negotiations
Successfully upgrading from Exchange 2003 to Exchange 2007
Career 06/11/2012 – Present, Verizon/Terremark, Cary North Carolina
Windows Escalation Engineer Tier II
History
Work with various internal groups and customers to troubleshoot
server/application/hardware issues, provide resolution(s) and implement solutions
Investigate, identify and document root cause analysis for incidents that result in a
service disruption
Interface with various hardware/software vendors, from opening tickets to
managing the vendor response and direction of the troubleshooting effort
Available outside of shift hours to answer questions related to work performed
during their shifts
Adhering to the escalation timelines as required
Support (installation/configuration/administration) the operations of software (OS
and applications) as well as hardware via reactive problem response and on-
demand change management
Troubleshoot and provide break\fix response to all software and hardware related
service disruptions
Create maintenance and upgrade plans for complex scheduled maintenance
activities
Perform Tier 2 server incident management services while acting as an escalation
point for Tier I
Attend customer meetings/conference calls as necessary. Document customer
concerns and offer clarification or solutions as needed
Technical peer review of documentation that applies to
customers
Enforce adherence to departmental policies and procedures
Document and communicate all customer dissatisfaction
issues to management
Responsible for and accountable to follow support procedures
and escalation guidelines
Provide solutions that maximize availability and performance of all systems and
related applications
Provide solutions that increase operational efficiency while reducing support
services costs
Identify & develop process/procedures/standards for servers/applications/hardware
Coordinate with various teams/customers for assistance with awareness training
Assist management with establishing and documenting departmental policies and
procedures. Review with team on a regular basis the documented policies and
procedures for training, validity, and accuracy
Provide technical consultation to individual contributors, and customers in areas of
expertise
Create maintenance plans for complex scheduled
maintenance activities
Performs complex scheduled maintenance activities that
require a deeper understanding of the work/product
Review scheduled work (change) for technical feasibility
Accurate submission of server/application/hardware changes
Accurate documentation of server/application/hardware changes
Adherence to escalation policies and procedures during issues with
server/application/hardware changes
Adherence to the escalation timelines for various severity levels
Work with management to develop key performance metrics and team SLA's
Conduct periodic audits of ticket closure/quality
SQL 2003/2008 Administration, installs and upgrades
Created SQL maintenance job, and run backup manually
9/2010 – 06/2012, Markem-Imaje / DataMax-Oneil, Orlando, Florida
Senior Network Administrator
Manages Network equipment for national and global locations
Interfaces with IT staff throughout the world
Works as a team lead
Maintains Active Directory and Exchange
Deploy and Manage Virtual Environment ESX3.5, vSphere 4.0
Administrates Backups for three locations across the U.S.
SQL 2003/2008 Administration, installs and upgrades
Created SQL maintenance job, and run backup manually
Creates and administers project plans
SAP trained for use and support
Performs Change management
Develop Documentation
Support of Citrix Clustering
9/2006 – 9/2010, Universal Engineering Sciences, Orlando, Florida
Senior Network Engineer
Communicates with vendors to quotes for services and audit contracts
Tests new software and equipment to improve end user productivity
Develops the Disaster Recovery Plan
Develops and maintains the internally hosted web site
Assists in developing backup schemas and maintenance schedules
Maintains PBX phone equipment, cell phones, and security system among 16
locations
Maintains Exchange and Active Directory
Provides server support for a Windows 2000/2003 environment
Provides end support of eighteen branches with over 400 users
Administrators Windows Server Update Services (Wsus) on 35 servers
Configures firewalls, switches, routers, and provides overall server room
maintenance
In addition, he uses effective Project Management principles for various projects
including:
Migration and upgrade from Exchange 2003 to Exchange 2007
Implementation and administration of Deltek Vision
SQL 2003/2008 Administration, installs and upgrades
Created SQL maintenance job, and run backup manually
Implementation of VOIP/MPLS at eighteen offices
Deployment of equipment to eighteen Branch Offices
12/2005 – 9/2006, Embarq, Orlando, Florida
DSL Support Technician
Provided technical support to small business and residential customers with DSL issues. To
identify and resolve issues, he checked provisioning and network devices, including AFCs,
Adtrans, and Marcons. Additionally, he contacted vendors and worked with technical leads
and field technicians to ensure successful resolution of connectivity issues.
Supported Products
Windows 2000/2012 Server, Exchange 2003/2007/2010, Blackberry Server(BES), Windows
XP, Outlook, Word, Excel, Access, Power Point, Lotus Notes, AT&T Dialer exposure, Remedy,
Clarify, and Vantive, Trend Micro, Retrospect, Newt, Magic ticketing systems, BelManage,
BMC, Diskeeper, Dameware, SMS, Citrix, Mac OSX, Symantec Ghost, Symantec Antivirus,
Scan Router,Wsus, .Net, SQL 2003-2010, Terminal Services, Hummingbird, Gantz, Intertel
products, VM Ware, Ultrasound, What’s Up Gold, Dell Open Manage /Dell IT Assist, SAP
Trained, HPSA, Powershell, IIS, ESX 4.0-5.1, HP Blade G1-G7
Bachelor of Science, Data Center Systems Communication
EDUCATION
ITT Technical Institute Lake Mary, Florida
Associate of Science, Computer Network Systems
ITT Technical Institute Tampa, Florida
Contact this candidate