Manager Service

Eric Atwood

***** ******* ******

Lansing, IL ***38

www.linkedin.com/pub/eric-atwood/10/830/649

**********@*****.*** 630-***-****

Professional Profile

Results-driven with successful background maintaining, provisioning, troubleshooting the issues within local and wide area networks in an Enterprise environment. Awareness of the ITIL framework and principles. Provides support as applicable for infrastructure hardware, software and Web applications. Creative problem solving ability to drive resolution and increase effectiveness and efficiency with meeting service and support goals. An innovative self-starter with effective and adaptable team leadership qualities and excellent communication and technical skills.

Employment History

MOTOROLA MOBILITY, (A Lenovo Company) Chicago, IL 2014 to Current

NOC Lead Support/Shift Supervisor

NOC Lead administrator for a leading global smartphone systems and technologies company. Manages Corporate IT and Cloud Services 24x7 Network Operations Center (NOC) and the operations of the Production environment. Responsible for shift supervision and operational focus on the Production environment using SLA and 99.9% uptime requirements. Works closely with Nagios, Cacti and HP Business Availability Center Monitoring systems. Works with Google products such as GAE-(PaaS) Cloud computing for platform for developing and hosting web applications. (Google App Engine, GCE (Google Computer Engine) and Big Query. Also familiar with Apache Hadoop using Jetty for Java-based HTTP (Web) server and Java Servlet support. Monitors and addresses problems related to IaaS.

Assist with the operational issues with network infrastructure and equipment to insure that maximum system availability and throughput is obtained. Assist with scheduling projects, assigning tasks, and conducting daily & monthly status meetings.

Investigate Netapp issues, validates the problem and works closely with vendor to schedule repair.

Monitors on-line applications, network database systems and related Cassandra database management and Hadoop framework.

Represented the business and provides high severity (SRT) communication on all issues.

Handles cloud service requests, additions and deletions.

Supports and monitors OTA (Over the Air) campaign pushes.

Performs Linux administration functions as needed.

Responsible for addressing problems with the company website and the functionality.

SPRINT, Overland Park, KS 2013 to 2014

Technical Operations / Web System Support /Project Program Mgr.

Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors for an ecommerce company website. Responsible for assembling project team, assigning individual responsibilities, identifying appropriate resources needed and developing and schedules to ensure timely completion of project. Facilitation of meetings and bridge calls for all critical issues to meet SLA. Strong familiarity with using website monitoring and analytics tools, such as Tealeaf, Keynote, Site Catalyst and Gomez. Identify and repair performance bottlenecks before users experience degradation using AppDynamics. Identifies gaps and shortfalls. Identifies and investigate areas of Sprint.com that customers designate as needing improvement or have trouble with, due to design, functionality, flow, usability, etc.

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SPRINT (Continued)

Monitored measurements of web page and transaction performance globally provided in real-time for availability and response times with Gomez. Created Gomez scripts, dashboards, also reviewed monitors and responded to alarm for problems with the website, opened tickets and engaged teams as needed for resolution.

Measured web site page views, visits and real-time data from Omniture (Site Catalyst). Providing real-time web analytics intelligence for strategies and marketing initiatives, and problem resolution.

Used Tealeaf CX to provide visibility into the online customer session experience. Monitored Tealeaf dashboards for changes affecting ecommerce.

Created dashboard alerting and events.

Investigated UI SDK captures for unusual customer behavior and interaction with RIAs in Tealeaf.

Collected and analyzed data to identify root causes of process bottlenecks, errors. Worked with process stakeholders to recommend solutions for improvements and to establish performance measures.

Monitor on-line applications and database systems.

Represented the business and provided high severity communication on issues

GLOBAL EMPLOYMENT SOLUTIONS / MORNINGSTAR, Chicago, IL 2012 to 2013

Network Technical Support Admin

Provides application support and load balancing (LTM, GTM) BigIP F5, Web acceleration. Receive, vet, and deployed client requests for F5 load balancer configuration changes in an enterprise financial data network. Duties included the setup and use of Nagios, Cacti and BMC Patrol Suite (TM ART, BPPM). Complete monitoring of the availability and response times of network services, usage of system resources like CPU load, RAM allocation for all host and services. Responsible for new additions to the estate and documentation of all operational procedures associated. Used HP Sitescope for all monitoring of events, websites and responsible for HP Insight Manager for server, device issues and network management. Troubleshooting of VM ESX hosts reported and cloning also. NetApp monitoring of SAN and handling of incidents. Backup snapshots logs removal. UCS manager used for monitoring on certain issues.

Provided telephone, email support to both internal and external customers. Troubleshoot and resolves 1st, 2nd level technical issues with applications, websites and infrastructure hardware.

Communicate, collaborate and work or escalate technical issues to 3rd level support and beyond to stakeholders.

Log issues and follow associated processes to ensure consistent service and tracking, triaging of problems.

Maintain up-to-date inventories of hardware, cable identification, and floor plans and performs daily checks.

Recommend monitoring aspects and scope for new additions to the environment accounting for both best practices and environmental nuances.

Setup of new alerting on key events and additions or revisions for monitoring tools.

Responsible for disk drive array replacements and service as well as file transfers remediation.

CLASSIFIED VENTURES, Chicago, IL 2010 to 2013

Operations Center Administrator II

Website analysis and application monitoring with tools such as Dynatrace, SCOM, Tivoli 6.2.3, NetCool, Omniture and Keynote. Handled all 24 x 7 support and monitoring of the infrastructure (applications, website availability and database activity also associated infrastructure hardware).Experienced in Linux / UNIX, Windows environment, as well as Middleware, WebSphere and AIX with JAVA / J2EE based applications. Appropriately investigate or remediate and escalate issues and inquiries to Level 3 Technical Support teams (Site Ops, Sys Admin’s, Engineers, DBA, Data Management) and continue to work and support the group and other teams as necessary until the issue is resolved.

Performed Change Management, code release process and monitored using Build Forge.

Monitor on-line applications and database systems, submit jobs for execution for Data Systems

Actively monitored Tivoli Enterprise/Integrated Portals (TEP, TIP) for application, database, system or server and cluster related incidents. Alerted on all SCOM, NetCool and Omnibus reporting of incidents through Tivoli (TEP).

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CLASSIFIED VENTURES (Continued)

Reported incidents via TSRM (Tivoli Service Request Manager), as well as making sure all documented policies and procedures are being enforced properly.

Demonstrated technical aptitude, including troubleshooting experience covering systems networking and website applications. Identifies and investigated areas needing improvement or have trouble with, due to design, functionality, flow, usability, etc.

Proficient with UNIX / Linux or Windows administration and AD, applies knowledge as needed to resolve issues.

Monitor and troubleshoots all VM ESX(i) hosts problems with Vsphere client.

FIDELITY INFORMATION SERVICES, Chicago, IL 2005 to 2010

Operations Analyst II / Team Lead

Monitored and detected all Operations/Network, Application or Web site problems and initiates documented troubleshooting contact/escalation procedures efficiently. Documented network events and performed corrective action in responding to alarms and traps in an enterprise production environment with key awareness and involvement on hardware/software changes. Managed conference bridges on High Severity outages while working closely with Relationship Management to resolve problems efficiently. Tivoli monitoring framework was used on all enterprise servers to provide day to day administration of infrastructure support. Familiarity with backups and off-site vaulting concepts. Maintained daily activity logs and generating relevant reporting on issues. Data systems job maintenance.

Monitored and remediated all Veritas Netbackup 6.5 backups and off-site vaulting concepts also provided reporting for all environments including Unix, AIX, WIN, SQL, OS.

Monitors the EMC Storage and SAN resources availability for any performance issues or cluster failovers.

Actively monitored Tivoli Enterprise/Integrated Portals (TEP, TIP) for customer applications and entire network/systems infrastructure, documented events and take corrective action in response to alarms, traps to resolve all issues quickly

Supervises conference bridges for immediate team escalation on High Severity outages while working closely with Relationship Management to resolve problems efficiently.

Maintained the appropriate service level agreement ensuring that analysts comply with ITIL standards.

Technical Skills

Software

MS Office 365, NetBackup 6.5, HP Insight Manager, VM ESX, TSRM, Remedy, ServiceNow

Technical Proficiencies

Microsoft Windows 7, OS400, UNIX, AIX, Linux, Cent-OS, Ubuntu

Monitoring Tools

SCOM, Netcool, Tivoli,6.2.3, HP BAC & Site Scope, Nagios & MK_Site, Xymon Cacti, BMC Patrol Suite(TM ART, BPPM), NetApp, AppDynamics, Dynatrace, Gomez APM, IBM TeaLeaf, Omniture SiteCatalyst, Keynote

Network Tools

Solarwinds, Cisco Works, HP Openview, BigIP F5(LTM,GTM)

Education & Training

SiteCatalyst, Adobe Analytics, Chicago, IL, 2013

SCOM, Microsoft, Chicago, IL, 2012

AIX / Power VM, IBM, Chicago, IL, 2011

System Admin II, RedHat Enterprise 6, Chicago, IL, 2012

System Admin I, RedHat Enterprise 6, Chicago, IL, 2011

Network+, PCCTI, Chicago, IL, 2007

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