Customer Service Engineer

SUMMARY OF QUALIFICATIONS

Highly qualified to design, install, and manage enterprise infrastructure and their requisite security infrastructure.

Worked with Multiple Law Firm (“Robert Teir”,” Robert D. Clements, Jr. & Associates”)

Responsible for addressing the business needs of Customers by providing world-class Customer Service and IT Support.

Manage the day-to-day operations Data Center to ensure users’ problems are identified, prioritized, researched, resolved, and followed-up quickly and competently

Plan and manage the technical infrastructure related to software upgrades; coordinates all desktop and network support and Datacenter support; manage and maintain all technology assets, implement/plan upgrades, deployments, installation, and configuration.

Ensures the most complex customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standards.

Ability to lead teams effectively both through structured coaching and delivering by example.

Serves as a mentor to team members providing guidance during the troubleshooting process, training on new products and assisting in the development of their skills.

Prepare and manage the annual IT budget, including forecasting capital needs.

Oversight for projects annually; ensures project’s strategic alignment, provide guidance, and garner senior and extended leadership support.

Assess each outsourcing vendor's performance against responsibilities outlined in contracts/statements of work; be creative when contracts fail to address issues important to the business.

Conducts periodic reviews and improvements of IT processes, methodologies and procedures to ensure on-going adoption of industry best practices and superior customer service. Where necessary, re-engineers IT processes (i.e. support) to ensure it aligns with business processes, tactical planning, and strategic vision.

Skilled at configuring and troubleshooting an extensive range of network and security equipment: routers and switches, firewalls, Windows servers, network management applications, routing protocols, WAN and wireless technologies, and IP telephony.

Consistently seeking and implementing new and more efficient processes to improve the company LAN, WAN, WLAN and Infrastructure architecture.

Self-motivated and a quick learner, constantly studying and training to keep abreast of new technologies.

Design, Implementation maintenance and operation of new system designs

Evaluate Technical requirements to apply new infrastructure design.

Installation & support of world class infrastructure

Fluent in Spanish with excellent verbal communication skills.

AREAS OF TECHNICAL EXPERTISE

ROUTING: BGP, OSPF, IS-IS, EIGRP, MPLS, GRE tunnels for VPN

WAN: Frame Relay, ATM, ISDN, T1, DS3, DSL, SNA, DLSW+, CSU / DSU

SECURITY: PIX, ASA and CheckPoint firewall, intrusion detection, RADIUS, TACACS+,

SYSTEM ADMIN: Windows 2000, Windows 2008, IIS, DNS, Exchange server, VMware Vcloud suite

NETWORKING: Voice Over IP, IP Telephony, content delivery, wireless

NETWORK MANAGEMENT: Cisco Works 2000, syslog, SNMP, packet analyzer, LDAP, Visio,

SOFTWARE: Allegro, Open Wells, paradigm

DATACENTER MANAGEMENT: SAS70, Data Recovery, FISMA.

PERSONAL MANAGEMENT: Hiring/Termination/Reviews

PROFESSIONAL EXPERIENCE

UNIVATION TECHNOLOGIES LLC (DOW CHEMICALES & EXXON MOBILE) 12/2013 – PRESENT

SENIOR NETWORK / IT OPERATION

Manage Network communications for 1500 users worldwide

Responsible for the day to day operation of the UT LLC Inc data center

Address Network Topology Failure

Design, implementation of a disaster recovery plan for VM farm and design of a 2nd Datacenter

Responsible for the installation, configuration and management of a broad range of network equipment: Cisco routers, Catalyst switches, Checkpoint Firewalls, Phone systems

Prepared documentation and Visio diagrams that described in detail the network infrastructure - used to enhance the productivity of the Network Operations Center.

Designed and deployed internet, and Flex line

Design, implementation, operation & maintenance of Xen Server Farm

Design, implementation of storage and backup solutions (arcserver ADP and Backup)

Interact with 3rd party Vendors (at&t, Level 3 and cogent)

Design, implementation and operation of Quadratic Back for XenServer

Conversation of 125 physical servers into VM

Responsible of 1500 users and 79 Offices

Responsible of All Backup resources and tape libraries .

Troubleshoot all Network related issues to provide a better performance

Project Highlights:

Perform project oversight for infrastructure projects (global, regional and local projects) and set priorities. Ensure that project milestones and deadlines are achieved, within budget, and in compliance with specifications.

Creation of XenApps environment and XenDesktop environment fro 400 users remote

Migrate from Windows 2k3 to 2012r2 ( AD,fileshare)

Create a share file Server for large Files

Manage all Citrix Resources

Reduce network cost and voice cost from 1.1M per year to 180k per year

Design & implantation of a Virtual Farm to Host 125 servers XenServer 6.5

Convert all Physical servers into virtual environment

Deployment of ASN / IP address on BGP 4, configuration of Cisco 3945

Secured and oversaw network connections between remote offices and Houston HQ

Responsible for the day to day network connectivity of the HQ and remote offices.

Design, Implementation, operation & maintenances of Call Manager and Publisher 9.x with 9000 DID

Design, Implement video conference equipment in offices (telepresence 3200)

Monitor network logging through sys-log & TACAS server.

RIMKUS CONSULTING GROUP (CONTRACT) 12/2013 – 04/2014

SENIOR NETWORK / IT OPERATION

Manage 3 groups (Network, Programmers & System Engineers (42 people, 5 direct, 37 indirect)

Responsible for the day to day operation of the RCG Inc data center

Design, implementation of a disaster recovery plan for VM farm and design of a 2nd Datacenter

Responsible for the installation, configuration and management of a broad range of network equipment: Cisco routers, Catalyst switches, Cisco access servers, Local Directors, PIX,ASA Firewalls, terminal servers, CSU / DSUs, voice gateway and gatekeepers

Prepared documentation and Visio diagrams that described in detail the network infrastructure - used to enhance the productivity of the Network Operations Center.

Designed and deployed internet, and Flex line with Sip trucking Nation Wide

Design, implementation, operation & maintenance of VMWARE farm using Vcloud and Vsphere

Design, implementation of storage and backup solutions

Interact with 3rd party Vendors

Design, implementation and operation of Ibeam for backup of VMware farm

Conversation of 80 physical servers into VM

Responsible of 500 users and 40 Offices

Project Highlights:

Perform project oversight for infrastructure projects (global, regional and local projects) and set priorities. Ensure that project milestones and deadlines are achieved, within budget, and in compliance with specifications.

Reduce network cost and voice cost from 1.4M per year to 250k per year

Design & implantation of a Virtual Farm to Host 139 servers

Convert all Physical servers into virtual environment

Deployment of ASN / IP address on BGP 4, configuration of Cisco 3945

Secured and oversaw network connections between remote offices and Houston HQ

Responsible for the day to day network connectivity of the HQ and remote offices.

Design, Implementation, operation & maintenances of Call Manager and Publisher 9.x with 9000 DID

Design, Implement video conference equipment in offices (telepresence 3200)

Monitor network logging through sys-log & TACAS server.

MHMRA OF HARRIS COUNTY 9/2013 – 11/2013

NETWORK ENGINEER III. INFRASTUTRE ENGINEER III

Responsible of 13 network admins (direct reports)

Prepared documentation and Visio diagrams that described in detail the network infrastructure - used to enhance the productivity of the NOC.

Maintenances of VOIP lines

Operation and maintenance of VMWARE farms with 260 VM servers using Vcloud and Vcenter

Design and implementation of I beam for backup of VM Farm

Responsible for the day to day operation of the MHMRA Datacenter and Data Network in Harris County

Responsible for the installation, configuration and management of a broad range of network equipment: Cisco routers, Catalyst switches, Cisco access servers, Local Directors, PIX,ASA Firewalls, terminal servers, CSU / DSUs, and Windows 2000 servers.

Responsible for Creating Network Budget

Project Highlights:

Designed and installed networks in Houston. These networks consisted of Cisco routers, Catalyst 4500 switches, configuration of IP phones, Designed and Installed multiple 1GB links between remote clinics

Deployment of ASN / IP address on BGP 4, configuration of Cisco 3945

Design, implement, and move of 280 physical server, and 150 VM servers to a 2nd Datacenter

Maintain datacenter infrastructure (Power, HAVC,UPS and Fire suppression equipment)

Secured and oversaw network connections between Clinics & NPC

Responsible for the day to day network connectivity of the office.

Monitor Network Logging thru syslogs & TACAS Server

REPSOL SERVICE COMPANY 04/2011 – 09/2013

NETWORK ENGINEER – PROJECT MANAGER

Design and Maintenance of 3 Datacenter (US,CA,MX) to host and operate exchange server, file share servers, HPC for Geoscience, North American Region Telecommunication,

Responsible of hiring and termination of personnel

Responsible of performance reviews of contract personal to be converted to full time employees

Responsible of contract personnel budget (13 contractors, 1.5M Budget)

Manage a Team of 20 (Desktop support, Systems Engineer, Network Engineers)

Manage 2 data centers with a total of 620 servers (16000 worldwide users)

Prepared documentation and Visio diagrams that described in detail the network infrastructure - used to enhance the productivity of the NOC.

Responsible for the day to day operation of the Repsol Data center, network and Systems in USA, Canada and MX

Design and implementation of Hadloop & Casandra servers

Administered networks composed of Voice over IP VOIP gateways, installed over 4000 DID, managed 300 cellphone lines, VLANs, VPNs, point-to-point T1s, Web and DNS servers.

Design and Implementation of conversion of call manager 4.X to 6.X thru 8.1

Installation and operations of Telepresence Tandberg equipment thru US, MX and Canada offices

Created and Maintenance of all proper documentation (Network, Systems and Communications )

Installation & Support of Paradigm software on Workstation Z800

Design and configuration of HPC Cluster (400 Servers, total cores 12800)

Reduce cost of storage for HPC using Panasas

Responsible of Network operations of HPC and Network between Houston & Dallas

Project Highlights:

Designed and installed networks in Houston and Alaska. These networks consisted of Cisco routers, Catalyst 4800 switches, configuration of IP phones, workstations, and network links between Rigs and Repsol HQ in Madrid.

Designed and Installed multiple 10GB links between offices and re-deployed over 500 internal DID and reconfigured Cisco Call Manager 8.1

Design, implementation of New Data center Infrastructure clusters (300 Servers)

Design, pacification, implementation, operation & maintenance of New Data and Voice Line

Design, Implementation, Operation of 4 new International Office (Voice, Data and Video Conference )

Secured and oversaw network connections between Western Geco and Repsol USA.

Responsible for the day to day network connectivity of the office.

VORTECH INC. 02/2001 – 04/2011

NETWORK ENGINEER – MIGRATION MANAGER

Designed new network in Target data center in Seattle Washington, creating New VLan, and Firewall rules.

Design and Maintenance of 4 Data center that hosted a total of 800 Servers witch had 500k active domains.

Responsible for the Day to Day Operations of Data center offering a 99.9% uptime to end user

Configured and deployed 200 CCI’s (Cloud Computing Instance on Xen) and 600 Dedicated Servers.

Moved and migrated 824,000 websites on 800 servers; recreated DNS servers and mail servers.

Moved 180TB of Data between Data Center

Responsible for Ordering Data center Equipment

Responsible for 3rd party vendors

Responsible for Contract personal (hiring, termination and reviews)

Lead change implementation in accordance with business initiatives. Manages the implementation process to minimize disruptions of normal business operations

Design, Implementation, Operation and Maintenance of VM Farm that is used to Host 1000 VM

Design, Implementation, Operation and Maintenance of Backup solution for VM Farm

Design and Implement a disaster recovery plan for VM farm

Design and Implement infobloc for VM ware farm auto-deployment

Project Highlights:

Configured and deployed Load Balancers and Pix Firewall

Consolidation of Multiple Data centers from Florida into 1 data center in Seattle WA.

Configured and deployed Xen Servers and 200 VLans

Designed Backup Solution for the New Clusters

Migrated from MS Server 2k to MS Servers 2008 and from Red Hat 3.0 to Centos 5.5 64bits

ARTEC C.A. 01/2003 – 11/2008

NETWORK ENGINEER – SECURITY ADMIN – IT MANAGER

Participated in the management of various network segments for the Dedicated Now Servers.

Monitored and troubleshot routing protocols: OSPF and BGP running over frame relay and ATM.

Monitored servers with WhatsUp, Enterprise Monitor, and HP Top Tools. Created the network topology maps to use with these tools.

Used Visio to design new network segments.

Utilized Systems Management Server SMS to remotely manage servers, including registry changes, bug fixes, software upgrades, and patches.

Created and designed a 52 point wireless network with multiple repeater and using multiple MHz between 5 Cities in Washington; this network had 2900 active users any given time.

This project was created to remove local loops from the phone company to reduce cost.

Project Highlights:

Designed and configured the main Datacenter in Washington DC holding 1800 servers

Participated in the DedicatedNow year 2008 server upgrade project: bug testing and performed hardware, software, and BIOS upgrades on 825 critical servers.

Configured and deployed Windows 2008 servers for the state upgrade project - server types: print, DHCP, RAS, Web, Exchange.

Migrated Fifty four Token Ring LANs to Ethernet using Catalyst 5500 switches with Route Switch Modules.

Created Audit Plans assessing security risks and for identifying solutions to mitigate or eliminate such risks from the company.

Designed and configured a 52 point to point wireless Network between Offices in Caracas using Electronics TT series on 900 MHz, 2.4 MHz, 4.9 MHz and 5.8 MHz install Electronics Bandwidth Controller and smart Repeater.

Created Network topology for the company in Washington Datacenter to apply for blocks of IP address thru American Register of Internet Numbers (ARIN) and LACNIC with approval of 2 /19 of ip version 4.

Configured Cisco 7206 VXR G1 with 4 Carriers using BGP4 and upgrading to E-BGP4.

Designed network diagram and topology for Call Manager 4.X to Manage 400 users

Installed and configured Monitor software for AP using Cacti software.

Built 2 VPN servers using OPENVPN with Radius supporting 800 International Users

Secured Wireless Network thru MAC address and Authentication thru Bandwidth Controller Equipment.

EDUCATION, TRAINING, AND CERTIFICATIONS

Universidad Pedagogica Experimental Libertado (UPEL MARACAY) 1997 Computer Science

MCSE (1999) and CCIE (2002), Citrix Certified Engineer (2015)

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