Customer Service Support

Frank Washington Jr.

**** ******* **** #***. ******, Texas 75061 Contact: 972-***-**** **********@*********.***

IT Professional

Proven Success in Systems Optimization and Strategic IT Solutions

Accomplished IT Professional with over 16 years of experience managing multiple server infrastructures and data-center operations across a Windows application platform. Effectively plan, install, configure and optimize the IT infrastructure to consistently achieve high availability and performance.

Proven ability to create and deliver solutions tied to business growth, organizational development and systems/network optimization. Skilled problem identifier and troubleshooter comfortable managing systems, projects and teams in a range of IT environments.

HIGHLIGHTS OF IT SKILLS

LAN/WAN/NOC Administration

Project Management

Workflow Planning

Productivity Improvement

Technical Support

Systems Installation, Configuration & Upgrading

Security Solutions

Database Management

NOS Patches & Updates

Training & Mentoring

Committee Video Editing

PROFESSIONAL EXPERIENCE

ONLINE STRATIGIES / INCOMM Dallas, TX, 08/2016 to Present

NOC Anaylst

Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications. Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact. Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams. Document all actions in accordance with standard company policies and procedures. Notify customer and third-party service providers of issues, outages and remediation status. Support multiple technical teams in 24 x 7 environment operational environments with high uptime requirements. Work with internal and external technical and service teams to create and/or update knowledge base articles

SETTLE & ASSOCIATES Brownsville, TX, 10/2014 to 01/2016

Desktop Support Specialist

Provide Server systems, desktop and network infrastructure support. Through remote access, for over 130 clients. Using rdp and vnc applications. Utilizing MS server and desktop applications. Server 2012, 2008. Windows 7, 8, 10. Also update exchange accounts as requested. Modifying calendar share, inbox access. Setup Office 365 exchange accounts for various clients. Also Create / update client user account for clients. Create logon scripts, and group policies to control access to certain data.

Answer phones and respond to client request. Support is done remotely. Servers and desktops prepped right out of the box, to client specifications. Also setup routers and managed switches, printers. VOIP support. Active directory creating and or updating work. To include Group Policy and logon scripting. Also some cabling involved. Some equipment would be delivered to client site. And setup to insure operational correctly. Detailed documentation notes, task, equipment configuration for each client equipment

Key Contributions: Evaluated and reconfigured company’s Windows setup, including redesign of network to engineer a robust, more efficient solution.

Improved system security.

Researched, recommended and implemented network enhancements that improved system reliability and performance.

Optimized system availability (averaging 99.9% uptime) and equipped company with scalable systems to support growth

CITY OF SOUTH PADRE ISLAND South Padre Island, TX, 10/2005 to 10/2014

Network Systems Administrator

Hired as a full-time systems administrator following initial part time role. Provide Windows/administration, LAN/WAN/VPN administration, VMware administration, VOIP, and intrusion detection and prevention (IDP) monitoring. Also manage AD/DNS, wireless access points . Design and implement highly available (HA) and disaster recovery (DR) solutions for employer. Working with Active Directory and Exchange 2010 since early 2010 when a domain environment was implemented. Supported City Hall, Convention Center, Visitor Center, Fire and Police. Was appointed the LASO (Local Agency Security Officer) Responsible for username and password logon for police officers and various police personal for driver license and vin number lookup. That was a separate network that was connected directly to Austin that I setup through managed switch ports. Also setup new laptops for the squad cars. With remote vpn access back to city hall. Supported four camera systems, squad cars, body cameras, Holding cells, and city hall. Also operate cameras for live streaming (internet) of city council, and various committees meetings. And support of the City Network Infrastructure. Assisted with the upgrade of network to include fiber optic cabling. Also vlan networking setup for VOIP use. Desktop support to include upgrade of desktop, rebuild, prepping, of new pc’s out the box.

Key Contributions:

Implement 15 VMware servers. Optimized system availability (averaging 99.9% uptime) and equipped company with scalable systems to support growth.

Support of 3 video camera systems, Police squad units, holding cells. And City Hall Complex.

Trained employees across multiple departments on network operations including log-in procedures, network management software, permissions, printing issues, security and use of software.

2041 Estrada Pkwy, #275 Irving, TX 75061 Contact:972-***-**** **********@*********.***

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