Vincent Watson

Address *** ******* ***.

Albany, CA 94706

Telephone 510-***-**** (Mobile)

510-***-**** (Landline)

Email acxlh6@r.postjobfree.com

Profile

I am a talented and accomplished Technology Support professional with experience in Network Technologies, System Administration, and Desktop Support. My latest experience is in monitoring and managing eBay’s Multi Tenant Backbone WAN networks and Circuits. I have multiple certifications, including MCSE. I will be sitting the Cisco CCNA exam within the next two months and plan to continue studying and testing in the Cisco Certification track with an emphasis on Security. I bring a proven ability to lead technical support activities for over 3,000 end users at individual and multiple sites.

System Administration

Exchange Mailbox administration, MPLS Circuit monitoring and fault isolation

with Nagios and Big Brother. Security administration with Online Guardian. Cisco core and workgroup switch monitoring and troubleshooting. Network

Infrastructure upgrades and cable management. Administration of CallPilot

Manager and telephony mailboxes. Server administration on HP Proliant line

and HP Blade servers. Administration of Microsoft server-side

Operating systems Windows Server 2000, 2003, 2008, 2012.Client-side Windows XP,

Windows 7 and Windows 8. Also, MAC OSX repair, configuration, installation

and administration. Desktop Architecture and image creation and distribution

using Acronis, Ghost and other tools. Administration of mobile devices using

GFE (GOOD for the Enterprise), AirWatch and MobileIron.

Applications/Tools

I am experienced administering MS Office (2003, 2008, 2010 & 2013), Project, Visio, Ghost, Oracle, Antivirus software, firewalls (Cisco, Bluecoat, Checkpoint, UTM, Symantec and Zone Alarm. Symantec DLP 11, Symantec Endpoint Security, Remedy, Photoshop, QuarkXPress, Illustrator, MS Exchange, ProComm, Visual Basic.NET, BASIC, Blackberry OS/Tools, LINUX/UNIX Tools/Utilities, evaluating and leveraging open source software, SMS, RDP, Remote Tools, MS Exchange 2010, Novell Group Wise 8,. CITRIX Administration. RDP Administration and remote administration with NetMeeting.

Networking

I have experience with LAN/WAN, Cisco IOS, Cat IOS, JUNOS OS, SevOne, ServiceNow, Observium, Nagios, Ethernet/Gigabit Ethernet, TCP/IP, and IPX/SPX, building and testing Patch Panel Cross Connects. Cisco WLC and Light Weight Access Points

66 Block Punch down, WIFI, Wireshark, Cisco, ASA, Firewalls, VPN, VLAN, Proxy.

WAN/LAN Circuit toning, testing and turn up for data/telecom. Configuring and

Certifying Web POP availability and functionality. Configuring and testing through-

Put at physical Demarcation. Testing and scoping WIFI bandwidth and throughput.

PROFESSIONAL EXPERIENCE

08/2016 – Present. Tech Analysis Sr. Associate, Dell Inc., Dell Services at San Ramon Regional Hospital

Active Directory Administration, user profile creation and account administration

Troubleshooting, imaging, optimization, setup and repair of computing devices throughout hospital campus

Configuration, upgrade, move, add and change for computing devices and peripherals.

Addressing Network connectivity and functional issues.

Loading, configuration and testing of enterprise and hospital specific software.

Network, server and desktop projects as warranted and assigned.

EverBridge emergency communication system management

04/2015 – 2/2016 eBay MTBB NOC Incident Manager/Tier 1 NOC Engineer for

EBay’s MTBB Backbone Networks, Milestone Technologies, Fremont, CA

.

NOC Incident Manager:

Manage incidents on eBay’s Multi Tenant Backbone network circuits from

Alert to resolution.

Review and validate the service disruption

Compose and transmit to those affected an

Appropriate notification.

Escalate, per matrix, and compose the appropriate action team to resolve the issue.

During the service disruption, provide a single

Point of contact for the coordination of various

Technical and vendor expertise.

During the service disruption, provide periodic updates to management and the affected client base.

During the service disruption, solicit updates from the response team and assist them in obtaining needed resources to restore service.

Coordinate emergency Change orders as needed, obtaining needed approvals, assuring sufficient testing is performed that the Change will not create compound issues and that back-out/fall-back plans are documented in advance.

When/if remediation efforts have reached the decision point; notify appropriate staff that a service disruption has reached Disaster Recovery triggers, and the when/if decision is made, initiates the Disaster Recovery scenario.

The NOC Incident Manager will chair the shift to shift OPS briefing with Conference Bridge, Chat, Skype or Net Meeting active for all interested parties to attend.

The NOC Incident Manager, for those incidents that span a shift change, will provide a complete briefing to both the Response team (of the change and who is taking over) and the next shift NOC Incident manager. When an incident is being actively worked at shift change, the Response team will attend the shift handoff meeting to provide a real-time update for the new shift manager.

The NOC Incident Manager will need, and will be responsible to maintain:

Detailed escalation matrix by Tier.

Detailed contact instructions for all primary and secondary functional areas, both Application and Infrastructure Services.

Detailed contact instructions for all Vendors.

Tier 1 NOC Engineer:

NOC Engineer – 1 Triage and analyze monitoring alerts, analytics and platform feedback on eBay’s Multi Tenant Backbone Networks to quickly identify an issue, package all the relevant information, then open an Incident/Request, and assign the ticket to Level-3 Engineering resources.

NOC Engineer – 1 Provide application management support on a 4x10 shift either Sunday – Wednesday or Wednesday – Saturday. This team will operate to support a 24x7x365 support window utilize appropriate tooling and processes to support and facilitate rapid escalations into to the Level-3 Engineering resources.

The NOC Engineer – 1 Become the subject matter expert (SME) for all application tools and platforms used to support the customers Network infrastructure.

Work with ITSM (IT System Management) system, create and update Incident and Request information in a concise and timely manner.

Manage and prioritize the work assigned to his/her work queue in the ITSM application (ServiceNow).

Follow standard operating procedures and properly route tickets per the escalation matrix

Directly resolve or appropriately escalate user reported problems/issues

Update and maintain technical notes in the ServiceNow Knowledge Repository

Identify and document trends in the ITSM application by creating Technical Notes.

Provide continual feedback into the Level-3 Engineering team to drive process and tooling improvements.

11/2014 – 01/2015 Systems & Data Admin (Temp) Dohmen Life Science Services, Emeryville CA.

Insure that Information Technology is effectively deployed.

Maintain/improve quality metrics associated with activities of the medical affairs call center.

Maintain and improve client satisfaction and retention. Measures of client satisfaction will include assessment of client Net Promoter Scores as measured by serial survey.

Maintain/improve metrics of efficiency, e.g. this could include assessment of total cases processed per Pharm.D.as one way of measuring that the individual ensures that the Professional staff and Administrative/Data Entry staff are appropriately utilized in a fashion which most cost-effectively utilizes their education/training/skill sets.

Provide end user support to address desktop and private cloud management and other system related issues.

Provide application support with respect to both administration and maintenance.

Assist with system administration including maintenance and new deployment.

Interface with clients to assure that all data both local and cloud managed business process requirements are being met with high level satisfaction.

Meet the needs and requirements of all users.

Provide high quality output and responsiveness.

03/2013 – 02/2014 T.E.L.C. Niveau Deutsch Kurs, Level B1, Migros Klubschule, Zürich, Switzerland

Intensive, full time German Language School.

Internationally recognized T.E.L.C. Language

Proficiency certification course and testing.

Certified at Levels A1, A2, and B1 fluency.

10/2007 – 02/2013 Senior System Technologist EMEA. Quantum Storage GmbH, Zürich, CH

Active Directory administration

Blackberry Server administration

MS Exchange Mailbox administration

Administration of Call Pilot Manager and Telephony Mailboxes

Network infrastructure upgrades and cable management projects

Provide first point of contact for users requesting IT services for EMEA.

Cisco core and workgroup switch monitoring and troubleshooting

MPLS Circuit monitoring and fault identification with Nagios and Big Brother

Managing cloud environments, resources (VMware, iCloud etc.) and availability.

Basic LINUX troubleshooting, forensic and data recovery.

09/2004 – 09/2007 Site Support Analyst – Pacific N.W., Merrill Corp., San Francisco, California

Responsible for all network related services for all Merrill sites and Document Service Centers in Pacific North West Region.

Setup, imaging, configuration, troubleshooting and repair of all Merrill Proxy appliances, Switches, workstations, laptops, PDA’s and network appliances for Pacific North West territory.

Maintains all local Data/Server rooms at Merrill facilities. Adds, builds and repairs all network cable drops, 66 block punch downs and local Cisco Routers and Switches.

Partnering with a Merrill network services engineer, rebuilt Merrill’s primary San Francisco Document Management Services site’s Network, including all Routers, Switches, patch panels and wiring in three days, increasing performance and data throughput by 50%.

Spear headed upgrade of Merrill’s Palo Alto site’s network platform to T1 with high speed cable for client’s conference rooms, thereby saving potentially millions of dollars in lost revenue.

04/1998 – 09/2004 Customer Service Engineer Hewlett-Packard Corp., San Francisco, California

Resident server and desktop services engineer at San Francisco General Hospital, company’s largest client within City of San Francisco account.

Responsible for desktop network connectivity, optimization, repair, replacements, and maintenance. Supported over 2,500 PCs, 40 servers, 500 printers, back-up devices, UPSs, and all peripherals.

Additionally, provided support for all other HP accounts in five surrounding counties on rotating weekend basis. Assisted with several data center moves, including tear down, implementation, and reconfiguration of data stations and laptops for other clients

EDUCATION

03/2013 – 02/2014 T.E.L.C. Niveau Deutsch Kurs, Level B1, Migros Klubschule, Zürich Switzerland

09/1992 – 06/1994 Computer Information, Vista Community College, Berkeley California

09/1989 – 06/1992 Cisco Networking Academy, College of Alameda, Alameda, California

03/1979 – 08/1985 Computer Technician Apprentice, ASI Computers, New York, N.Y.

CERTIFICATIONS

Microsoft M.C.S.E., M.C.P. + I., M.C.P. (MCP ID 1748571)

Cisco C.C.N.A. (in progress)

LANGUAGES

English: Mother Tongue

German: Start Deutsch TELC Level B1, Start Deutsch TELC Level B2 in Progress

Spanish: (conversational)

References available on request.

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