Management Engineer

James Anderson

Engineer

Brooklyn, NY

********@*****.*** - 516-***-****

WORK EXPERIENCE

Engineer

Network Operations Center - New York, NY - May 2014 to November 2015

* Incident Management (ensuring alerts, issues are accurately logged, reported and escalated appropriately)

* Troubleshooting network and server problems for fault isolation

* All levels of Systems Monitoring & Analysis

* Direct responsibility for Med to High Priority Calls at all Severity Levels

* Problem Management (determining permanent solutions to unique or chronic problems)

* Writing resolutions and processes to contribute to internal knowledgebase

* Change Management (suggestions and plans for change and following up on approved change implementations).

* Create and present information to Internal and External Audience

* Personnel Development (task delegation, follow-up, contribute to personnel evaluations, team, group meetings)

* Train and Mentor Network Operations Center (NOC) Analyst

* Designing action plans for internal NOC processes IT Service Delivery Manager

WSP - New York, NY - September 2011 to December 2013

* Supported a staff of 4,500 users in 32 offices across in the US.

* Supervised the IT Service Desk staff (10) including recruitment, scheduling, development, evaluation, and disciplinary actions.

* Partnered with other members of the IT Leadership group to achieve departmental goals and objectives.

* Established and maintain regular written and in-person communications with the organization's executives, decision-makers, stakeholders, department heads, and end users regarding pertinent IT matters.

* Served as point of escalation for customer support related issues.

* Partnered with system and business analysts to evaluate requests impacting service delivery.

* Took lead on various IT projects and initiatives.

* Help design and implement short- and long-term strategic plans for the Service Desk.

* Developed, implemented, and maintained policies, procedures, and associated training plans.

* Managed the handling of calls, emails, and chat sessions in order to meet established service levels.

* Experienced in, implementation, and support, focused in one or more of these areas: Office Applications, Desktop applications, application and services integration.

* Partnered with Director of IT to manage vendor and contractor relationships, contracts and service agreements.

System Engineer

Exchange and SQL - New York, NY - June 2010 to July 2011 NY

* Microsoft Windows Server 2003/2008

* Active Directory and Preferred

* Microsoft Windows XP/7, Office, Exchange and SQL 2003, 05', 10'

* Blackberry Enterprise Server 4.x/5.x and Blackberry handhelds

* Citrix Metaframe/XenApp and knowledge of Citrix XenDesktop

* Understanding of networking concepts

* Experience deploying home networks

* Email, VPN and spam troubleshooting

* Building Servers and Workstations

* Data backup, Symantec Backup Exec and Antivirus software

* Financial industry experience including familiarity with market vendor applications

* Expertise with Avaya phone systems

* Understanding of Storage Area Networks

* Experience with VMWare vSphere and V Center virtualization System Administrator

Martha Stewart Living Omnimedia - New York, NY - October 2008 to June 2010

* Active Directory Administration and Management

* Exchange 2007 Administration and Management in a (clustered Environment experience)

* DHCP, DNS, Group Policy Administration

* Windows Server 2003 and 2008 R2 Administration and Management

* VMware Infrastructure ESX

* Multi-site environment tied together via Cisco VPNs

* Altiris 6.9 and 7.0 Administration and Management (Deployment Console and Notification Client)

* Windows XP, Vista and Windows7 Image Creation.

* Sophos endpoint protection Administration and Management.

* Symantec endpoint Administration and Management protection (Failover Environment)

* Administration and Management print server 2003 and 2008

* Blackberry Enterprise server 5.0 Administration and Management

* End User Desktop Support

Support - New York, NY - June 2008 to August 2008

Contract

In Field Technician

Perry Consulting - New York, NY - March 2008 to June 2008 Contract

Network Administrator

Citizens Committee for NYC - New York, NY - 2005 to 2008 Desktop Support Technician

Andrews & Kurth LLP - New York, NY - 1994 to 2004

EDUCATION

Technical Career Institute of Technology - New York, NY ADDITIONAL INFORMATION

Skills

Dynamic and experienced individual with sound knowledge of monitoring and troubleshooting network communication systems. Seeking a responsible position with a view to utilize my skills towards professional growth and development

Exchange - Exchange 2003, 2007 and 2010 Firewall\spam - SonicWALL, Barracuda and MX logic technology Citrix solutions- Citrix XenDesktop, Citrix Desktop Studio 5.1 and above Backup Solutions - Backup Exec, Datto and Veeam (backup for VMware) backup software VDI - EXSI 5.0 and vSphere client Antivirus solutions - Trend Micro, Symantec Endpoint Protection and Sophos antivirus

Cloud base email - Office 365 and hosted exchange environment. Windows Server - Server 2000, 2003, 2008, and 2012 Windows Desktop - Windows XP, Window 7, and Windows 8

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