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Customer Service Systems Administrator

Willoughby, Ohio, United States
December 26, 2015

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Patrick E. McCann – Experienced IT Professional

***** ****** ****** **********, ** 44094 (H) 440-***-**** (C) 440-***-****


Over thirty years of experience on IBM Mainframe, UNIX (Sun Solaris, HPUX), and WINTEL platforms, applying OS installation patches and upgrades. Additionally, I have performed various software installs and upgrades as well as writing and updating documentation, and have over three years experience as a 2nd and 3rd level Help Desk Technician, providing continuous 7x24 Customer Service for multiple customers in a constantly changing environment.


June 2015 to October 2015 Hurricane Labs Splunk Administrator

Splunk a data mining tools allows machine data to be searched alerted and reported.

As a Splunk administrator, I was responsible, depending on the customer, for updating the application, any add on apps and the OS (Ubuntu 12.x). Additionally taking customer requests for action, such as adding new apps or add-ons, resolving issues or making recommendations. Configuring 3rd party feeds to Splunk such as CylanceProtect antivirus server feeds. Sending data to 3rd party software such as SkyHigh Cloud Security.

June 2013 to May 2015 TEKsystems - Systems Administrator II

UNIX Adin at PNC Bank located in Cleveland, OH. Primary responsible for installing, upgrading. Configuring several Splunk servers including forwarders, indexers and search heads. Configuring realtime alerts, scheduled reports and dashboards. Additionally finishing the install on RHEL vm servers, creating lv partitions, mount points.

Installing and configuring syslog-ng on several servers, installing required rpm packages, required additional packages glib and eventlog.

Assist in verifying all of the servers in our group’s responsibility have not been affected by scheduled power or switch maintenance.

Working assigned trouble tickets such as disk full, server unreachable, connection refused

March 2011 to May 2013 - TEKsystems - Systems Administrator II

Systems Administrator at Verizon Wireless located in Twinsburg, OH. Responsible for the day to day UNIX administration of approximately 95 Solaris 10 UNIX servers.

Using Remedy software to Schedule hardware, software, system and firmware patching during normal maintenance windows. This includes opening, updating, closing vendor tickets (Oracle/Sun, Fujitsu).

Responding to and resolving system events from alerts generated by HP’s OpenView or from application owners and management.

Participated in or originating bridge calls to resolve customer impacting system, network or application issues.

Due to Verizon personnel transfer, I was assigned an additional 46 Solaris/Fujitsu systems in Little Rock, AR.

As the only team member at the Twinsburg facility I have also helped troubleshoot and replace hardware on Infloblox DNS servers. This has included receiving new replacement units, configuring the unit and replacing the failed unit and returning the old unit under the vendor’s rma procedures.

December, 2007 to January 2011 – GXS – Unix Technician

UNIX technician with over 175 Redhat LINUX, HPUX, Sun Solaris, IBM AIX and widow servers in a standalone and VM environment

7x24 transaction monitoring, reporting, and troubleshooting as well as incident and problem management in a hosted services environment. Using HP OpenView and Sitecope/SiteSeer to monitor e-commerce applications (Enterprise System and Application Integrator), communication systems (AS2, FTP, HTTP, etc.), and system alerts.

Installing and configuring all required software on new installed Redhat servers, including NTP, VMS, HP Openview, and security packages.

Monitoring, processing, queuing, and reconciling client transactions (EDI documents, XML, functional acknowledgments, etc.)

Responding to and resolving system or client initiated incidents and participating in incident and problem escalations

Communicating with clients and other GXS team members to gather information and provide status updates about incidents and problems

Contributing to the knowledge base of known problems and solutions

Monitoring 11 LPARS on the IBM Z09 Mainframe including scheduled IPL, CICS refreshes, and troubleshooting open tickets with hardware and Telco Vendors

June, 2007 to November, 2007 – TechTeam Global, Inc. – Project Team Leader

Lead on a project to replace and consolidate various printers, scanners, copiers and faxes with all-in-one from Xerox. Developed procedures for changing print queues (Windows and UNIX) and notifying affected users.

Developed a methodology for changing print queues to correctly identify the location and department.

Replaces over 350 desktop or laptops that were at End of Lease. This included interviewing the user to determine the current state of the pc and to load any additional programs that are not pre-loaded. I also determined if there was data stored in locations other than the program defaults.

Assisted users to retrieve data that has been backed up to a network sever prior to the leased pc being returned to the leasing company.

November, 2006 to April, 2007 – Devore Technologies – Desktop Top Support Level II

Supported over 1,100 users of IBM desktops and laptops remotely (Remote Desktop, Net Meeting, and VNC) and at the end users’ desks. Visited remote sites (manufacturing plants) as necessary.

Worked with users to remotely provide software installs and upgrades, such as MS Office Suite, Visio, and AutoCAD

Open /updated/closed trouble tickets (Remedy)

Checked warranty issues and opened trouble tickets (hardware) with IBM

November, 1999 to September, 2006 – IntelliNet Corporation – Network Engineer

Worked with end-users to developed Network Operations Center procedures for each customer

Lead engineer for short-term network assessments using Aprisma's Spectrum, Concord Network Health, Net Scout Manager Plus and ROMN II probes. Installed the product, gathered data, published reports, and formally presenting the results to management and technicians.

Solved wireless workstation connectivity issues for two hotels. Guests with various wintel operating systems and some MAC (Classic and MAC OS). This included working with the users to configure the LAN connection, and temporarily disabling firewalls and virus protection.

August, 1990– July, 1999 – Reliance Electric, Rockwell Automation – Communications Technician

Managed day-to-day operations of the SNA network, configured 3270 Controllers, Protocol converters sync modems.

Second level help desk working with remote users and the distributor network to resolve various connectivity issues.

1970–1990 U. S. Navy

Data Processing Technician, Chief (E-7)

Various positions ashore and afloat including managing a Mid-size Burroughs

Operations, Shift supervisor, Data Entry Supervisor, computer operations.


1994–1997 David N. Myers College Cleveland, OH

Bachelor of Science, Business Management

Splunk Searching and Reporting

MS 2199 Jumpstart: Active Directory Fundamentals

NetScout Manager Plus

Spectrum Administration

Network Management (SNMP)

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