Customer Service Support

Location:

Lilburn, GA

Posted:

March 30, 2015

Contact this candidate

Resume:

IVEN L. GLOVER

**** ****** ****** ( Lawrenceville, Georgia 30046 ( 770-***-**** home

( ********@*****.***

Profession Highly skilled professional seeking to become affiliated with a dynamic

al organization in an Information Technology position where my technical and

Objective leadership expertise will contribute to your success and operational

efficiency.

Qualificat Track record of 25+ year's top performance including experience, specialized

ions technical training and education in the areas of Information Technology in the

Summary Federal Government including the CDC (Health Care), Project Management,

Network IT Security Systems Regulations, Financial Reporting, System

Diagnostic & Repair, Documentation Management and Policies and Procedures.

Also installed necessary hardware and software for IT security system along

with troubleshooting IT Security Systems.

14 combined years' experience in the Healthcare industry within the civilian

and Federal Government organization.

2 year of working with McKesson applications and EMR as an Independent

Contractor for several Medical Facilities.

Presently hold Public Trust Level 5 Clearance. Previously held Secret Security

Clearance in U.S. Marine Corps based upon comprehensive governmental

background investigations. I also have the ability to obtain a higher

clearance if necessary.

9 years experienced with integrating several different types of large scale

enterprise 3rd party Web based Applications associated with SQL databases

instances over multiple tiers. Worked with process and change control

management in large enterprise environments in multiple application

environments such as Development, Training, Testing and Production.

9 years' experience in installations, configuring and maintaining client

support for COTS (Commercial off-the-shelf) web base applications on a large

enterprise level.

9 years experienced in IIS 6.0, IIS 7.0 and IIS 7.5

9 years' experience managing multi-tiered applications within a production

environment. Experience with client-server and Web-based applications while

planning and implementation of minor and major upgrades into a production

environment

9 years front and back end integration experience working with development

teams, SQL Database Administrators and Vendors on the deployment of web based

applications. An administrator of Web Content Management Systems. I have some

working knowledge of Apache, Tomcat and WebLogic. I also have some experience

with Citrix, SCOM, WSUS and VMware ESX versions 4.0 and 4.1.

15+ years of administering multiple operating systems such as Windows NT

Server, Windows Server 2000, Windows Server 2003, Windows Server 2008, Windows

Server 2008R2 and Windows Server 2012 in a very large Data Center environment.

Worked with multiple versions of Exchange servers, while servicing 5000+

workstations and 5000+ end-users. I have a good working knowledge of File

Transport Protocol (FTP) and worked as a Novell Administrator. Also including

patching and maintaining each of these Servers for varies roles including some

SharePoint Servers.

10+ years working in a very large Data Center Operations environment that

consisted of racking various models of servers, cabling, labeling each device,

determining Network and electrical systems requirements.

8 years of combined experience working with Peregrine and Remedy for ticket

monitoring and resolutions to meet customer's SLA's.

5 years of combined experience with CommVault Simpana versions 8/9 and

Symantec NetBackup, VERITAS Backup Exec versions 8-10.

5 years of combined experience with backup storage devices such as SAN, Iomega

NAS device, Cloud-based hosting and various models of Tape Libraries.

Reputation for trustworthiness and confidentiality in handling sensitive

business transactions and data.

Reputation for working independently with minimum supervision and completing

high scale projects in a timely manner.

Team player who collaborates closely with co-workers and management to achieve

targeted objectives.

Strengths include excellent leadership, organizational and multi-tasking

abilities.

Skilled in identifying issues, resolving problems and providing direction.

Consistently received outstanding performance evaluations during career.

Advanced computer skills including CCNA, MCSE 2000 and MCSE NT 4.0 training.

Profession NCR / Duluth, GA

al Web Server Administrator / Global Software Support Consultant Level 3

Experience Provide tier 3/deep level remote software support for complex custom

s client/server Retail POS SW and COTS applications.

Interact daily with Windows operating systems, relational databases/SQL, IIS

and VMware to find solutions to technical issues.

Work directly with client's customer support teams over the phone/email to

provide support via remote access to their systems.

Work with software product developers to analyze information, formulate and

test hypothesis.

Work to open, document and close incidents from Remedy.

TekSystems / Koch Business Solutions / Atlanta, GA

Sr. Backup Analyst (March 2013 - Contract ended on 7/12/2013)

Worked with SAN, Iomega NAS tape and with IBM Tape Libraries.

Experience with disk to disk backups.

TSM (Tivoli Storage Manager) and Data Protector

Worked as part of a backup/recovery team, responsible for the backup and

recovery of data in a 60,000+ Virtual Server environment.

Worked with Remedy daily to resolve specific related incidents.

Worked to ensure a stable CommVault Simpana (Backup Recovery Tool)

environment. I was responsible for the backup and recovery of data in a

60,000 Virtual and Physical Server environment. This consisted of a 24/7 on

going on call rotation in a very fast past environment.

Worked as a Sr. CommVault resource on the team.

Worked with SOW's (Statement of Work) for varies projects.

Profession Contractor for Center for Disease Control and Prevention (CDC)/ Atlanta, GA

al Web Server Administrator / Sr. Software Specialist / Systems Engineer (May

Experience 2004 - March 2013)

Install and configured large scale enterprise third party COTS and GOTS Web

(continued based Applications support and SQL database support associated with SQL

) database instances in multiple tiers.

Initiated various application code deployments from Testing, Development and

Production environments. Experienced in IIS 6.0, IIS 7.0 and IIS 7.5

Implement procedures to ensure timely and efficient implementation of disaster

recovery plans.

Recommend, evaluate and purchase Information Technology products as needed.

Administer multi-server Windows NT Server, Windows Server 2000, Windows Server

2003, Windows Server 2008 and Windows Server 2008R2, Virtualization,

Clustering of these servers while servicing 5000+ workstations and 5000+

end-users.

Also including patching and maintaining each of these servers for varies roles

including some SharePoint Servers.

Maintain inventory of Information Technology assets.

Implement procedures to ensure system reliability of Operating Systems, Load

Balancing and hardware through proactive monitoring, security audits and

recovery testing.

Formulate and implement standards and procedures into environment to ensure

manageability.

Document systems and maintain procedures to support daily activities.

Administer and maintain Microsoft Exchange Server and User accounts including

problem solving.

Coordinate and perform servicing and general maintenance of all servers, PCs,

workstations and printers.

Administer help desk/end-user support for hardware, software and Windows

Operating Systems.

Apply technical expertise to design and maintain corporate Intranet and

Internet sites.

Develop and implement system/network documentation and IT policies and

procedures.

Observe strict compliance with network security regulations, resolve server

security issues and apply appropriate security patches and upgrades.

Worked with CommVault Simpana versions 8/9 and VERITAS Backup Exec versions

8-10. The daily duties were to ensure reliable backups and recovery of data

in a 10,000 Virtual and Physical Server environment.

I've worked with installing or replacing bad memory in IBM UNIX server. I've

performed various commands to verify the memory and or network connectivity.

I've perform some migrations from TSM (Tivoli Storage Manager) to Data

Protector.

Worked in a very large Data Center Operations environment that consisted of

racking various models of servers, cabling, labeling each device, determining

Network and electrical systems requirements.

Worked with Peregrine and Remedy for ticket monitoring and resolutions to meet

customer's SLA's.

Contractor for Center for Disease Control and Prevention (CDC) / Atlanta, GA

Data Center Specialist / Systems Engineer (May 2001 - May 2004)

Applied Information Technology skills while initiating telephone and email

technical support for 1,000+ users on daily basis at Customer Support Center

Help Desk.

Provided Local Area Network support and upgrades on hardware and software

applications including installing PCs, printers, servers and other systems.

Conducted computer and network troubleshooting to isolate and diagnose common

computer and network problems.

Excelled in network and PC support with web-based services, DNS, DHCP, TCP/IP,

LAN/WAN, SNMP and SMTP.

Worked in a very large Data Center Operations environment that consisted of

racking various models of servers, cabling, labeling each device, determining

Network and electrical systems requirements.

Manage Users, Groups and Objects within multiple Organization Units to

maximize security access within multiple Domains and Forests in Active