Network Operations Analyst

KENNY WILKERSON

**** *. ****** ** ***, CHICAGO, ILLINOIS 60624, 773-***-****, *********@*****.***

SUMMARY

Looking to continue working as an IT professional. Utilizing my skills and experience, learning new technology, with an opportunity for growth. A Dependable and dedicated professional. Worked as an Operations analyst, desktop support engineer and Systems Operator. Experienced fast-paced environments, multi-tasking in stressful situations while showing leadership. And developing great customer relationships.

EXPERIENCE

OCTOBER 2010 – OCTOBER 2015

Newedge

Chicago, IL

NETWORK OPERATIONS ANALYST

Responsible for monitoring our Network Operation. Providing analysis, and troubleshooting. Ensuring

all application processes, networking and servers are running efficiently. Report alerts and issues,

while gathering information for proper resolutions.

Supported backups, network, telecom and PC-related queries (I.E. Microsoft Applications, Lotus Notes / Sametime Applications, VPN software and remote connection issues).

Created and assigned trouble tickets. (Using Jira ticket system)

Resolved, routed and escalated tickets efficiently.

Experience with applications such as RISK, YOLUS, SWIFT, CITRIX and SHADOW.

Responsible for ITRS monitoring (Geneos Active Console). Adding, removing servers and applications from monitoring. Also providing analysis reports and history charts.

Provided various timely reports and updates as part of our nighty processing.

Responsible for Symantec NetBackup and Symatec Veritas monitoring. Restarting and stopping backups, while restarting replication processes.

Responsible for tape management.

Provided immediate communication of production outages to management and end-users globally.

Managed and documented support conferences calls globally, (support teams, management and vendors) during any production outage. While providing detail updates via email.

Executed project tasks and customers’ requests.

Wrote and maintained documentation for daily activities.

Performed Check Point (computer encryption) and Active Directory for password resets and unlock.

NOVEMBER 2008 - AUGUST 2009

Resurrection Hospital

Chicago, IL

REFRESH/UPGRADE PROJECT & DESKTOP SUPPORT

Communicated with supervisors and individual managers, about departments’ PC upgrades. Discussing Software/hardware changes, availability and downtime required. (Establishing a Service Level Agreement).

Provided a checklist for management, and created a Ghost image before each upgrade.

Replaced and installed hard drives, memory, network cards, printers etc. On HP and Dell laptops/desktops and servers.

Removed and installed software (MS-OS WINXP, MS-OFFICE 2007, Outlook, in-house apps etc.).

Confirmed with end-users after upgrades ensuring they understood changes and PC work-ability.

Provided daily PC upgrade report to supervisor, always exceeding or meeting SLA’s.

Desktop support for all PC-related queries Desktops/Laptops.

Gave training sessions to departments’ end-users on new in-house software.

Assisted supervisor with ticket tracking and routing.

Assigned to travel to different sites completing the PC upgrades, and providing desktop support.

Performed add, changes, deletes, password reset and unlock in Active Directory.

Accomplished over 300 PC upgrades / replacements. Contract was extended due to performance.

FEBRUARY 2007 - NOVEMBER 2008

Motorola

Arlington Heights, IL

DESKTOP SUPPORT L2

Provided support for laptops, desktops and servers. Dell (Latitudes, Optiplex and Precision models) and HP (2510p, 6910p, 8510w, DC57xx and HPxw server models).

Timely ticket resolutions and escalations, exceeding or meeting SLA’s

Used ticket management system Remedy.

Ran reports ensuring accurate ticket tracking.

Worked at different site locations helping provide more effective support.

Installed, upgraded and deleted software and hardware. (MS-OS WIN2000, XP and Vista, Lotus Notes 6.5, Bluetooth, VPN, motherboards, hard drives, memory).

Transferred, backed up and restored customers’ data. (Optical media, VPN and external hard drives).

Performed custom migrations for VIP’s and end users from global facilities visiting Motorola US.

Provided global client support remotely.

On-call support late hours and weekends.

Ordered parts and placed service calls to vendors globally.

Performed Active Directory (Created and modified admin accounts, adds, changes, and deletes)

DECEMBER 2002 - NOVEMBER 2006

Man Financial formerly Cargill Investor Services

Chicago, IL

COMPUTER OPERATOR

Operated and monitored 4 environments on AS/400’s with WinXP interface

Ran RISC, GMI, FNX and ROBOT Scheduler

Worked with LTO-Ultrium and IBM Magstar tape drives.

Executed various saves, restores and backups.

Perform local and remote server shutdowns, reboots and job scheduling

Executed change control (testing, checklists and production jobs)

Interfaced with many different servers, routers and switches (DELL, HP, IBM, CISCO, 3COM).

MAY 1995 - OCTOBER 2001

Webley Systems Inc.

Deerfield, IL

SR. COMPUTER OPERATOR

Built VoIP servers and end users workstations

Installed, configured and maintained operating systems (WINNT, WIN2000, UNIX), and software packages (MS-Office, Intuit, Goldmine, VPN etc.).

Setup and repaired conduit drops, phone lines, network cabling throughout our offices.

Trained new employees.

Maintain documentation.

Manage purchases and inventory

Worked with various printers, routers, switches, and hubs (CISCO, HP, 3COM)

EDUCATION

JUNE 1985 – APRIL 1987

College of Automation

Chicago, IL

Associates Degree in Computer Science Technology

MARCH 1989

IBM Plaza

Chicago, IL

Certified as an AS/4OO Operator

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