Data Center Customer Service
Resume:
Armando P. Gonzalez
San Jose, California 95126
Phone 408-***-****
Email ******************@*****.***
Special
Skills:
Servers: Hands on installation, configuration and administration of Hp, Sun, Dell, IBM
Network Hardware: Cisco Routers, Switches, SAN equipment Brocade, Mcdata, Qlogic
Networks Technologies: ATM, Frame-Relay, X.25, ISDN, DSL
Network Protocols: TCP/IP, OSPF, BGP RIP, Telnet, Rlogin, SSH
Operating Systems: Windows XP, 7, 10, NT, Unix, Hp-Ux, Sun Solaris 5.7/2.5/2.51)
Applications: Clarify, Netcool, Remedy, Smarts, ETMS, Scopus, EDMS, IRIS/ITSM
Work Experience:
Netskope Santa Clara, Ca
July 2023 – Sept 2023 / Associate Network Technician
Support network projects within lab infrastructure, server room, MDF/IDF.
Setup network equipment, configure and maintain, Cisco routers, core switches, access switches,
Servers and wireless devices under Meraki NMS.
Work with vendors, cabling, Meraki, ISP’s
HCL Technologies / Spoutanalytics, Inc Santa Clara, Ca
Feb 2019 – May 2019 / Data Center Technician
Provide hands and feet onsite support, Networking concepts and infrastructure. Troubleshoot network devices, computers, servers. Install, repair and replace network communications devices. Support 3 network campuses for Stanford, Lucile packard childrens hospital and data center in Santa Clara.
Zayo Group, Santa Clara, CA.
Jan 2018 – Sept 2018 / Data Center Technician
. Provide an overall focus on positive pro-active end-user customer service through phone,
email, face-to-face, and our internal case management systems.
. Perform installation of 1U, 2U and 4U rack mounted servers weighing up to 40 pounds.
. Provide various data center support services, such as installing/removing servers, PCIe
cards,and changing various server processors and network cables
. Installation of a variety of circuits, including Ethernet, Sonet and Dark Fiber. Familiarity with
DS1, DS3, Ethernet and dark fiber circuits.
. Monitor all business-critical (BMS, Security) systems
. Install and manage Cat5/6, fiber and other network cable/connector types.
. Maintain system documentation for Lab/Data Center configuration.
. Provide weekly and monthly facilities PM on building HVAC, Generators, UPS systems.
Proactive Business Solutions Oakland, CA.
Nov 2017 – December 2017 / Contractor Data Center Technician
. ProActive, services large data centers for leading industry companies located in Silicon valley
. Projects involved the de-racking, de-cabling, re-racking, and re-cabling of various
manufacturers servers and data center equipment for relocation.
. Installation of 1U, 2U and 4U rack mounted servers weighing up to 40 pounds.
. Installing/removing servers, PCIe cards and changing various server processors and network
cables.
. Accurately complete standardized inventory sheet and layout of equipment including port
connections.
. Installation of variety of server rails and hardware (Dell, HP, Cisco, etc.)
. Ensure cpe equipment is accurately labeled with origination/destination information prior to
transport/relocation
. Reconnect servers to exact specifications listed on elevation chart and port mapping sheet
8x8 San Jose, CA.
Jan 2017 – May 2017 / Technical Support Representative
. Responsible for strategic direction for the delivery of enterprise-level technical support
activities for 8x8 call center.
. Provide technical support of 8x8 Unified Communications voip and sip technologies
VirtualOffice and Virtual Contact Center applications.
. Take incoming T1 escalations calls associated with customer 8x8 call center software
application issues to resolution.
. Escalate and work with 8x8 software engineers on more complex issues to provide working
solutions.
. Utilize remote desktop access application tools such as Bomgar, MS RDS, TeamViewer for
troubleshooting.
Verizon Business Fremont, CA.
December 2008 – March 2016 / VZB/J&J PMO Project Delivery Manager
. Simple Service Request Project Coordination (SRM, ITSM/IRIS)
. Cable queue Service Request management for regional sites
. LAN port Service Request management for regional sites
. Project Management of Standard Simple Day to Day Service Requests (RFS)
. MACs (regional) Disconnects (regional) TPV Management
. Support Change Manager with Configuration Change requirements and implementation for
. Closeout Work Requests with J&J
. Incident Management for sites within Region
. Site Documentation (regional) Network Diagram Visio’s, Quotes from Sales Engineering
. Track all configuration requirements and changes, ensuring engineering, network management
and other impacted organizations have updated configurations and documentation
. Establish and complete asset and inventory management start-up activities
. Complete hardware and software procurement start-up activities
. Provide administration and management of the change control processes and procedures
. Managing TPV’s to deliver on-time
Johnson & Johnson Mt. View, CA.
November 2007 – December 2008 / Contractor Sr. Network Engineer II
· Support the connectivity and network infrastructure in a complex multi-site LAN environment.
· Installation/configuration/troubleshoot Cisco switches, routers and WAP.
· Intake customer cabling needs, work with cabling vendors.
· Schedule and coordinate telco circuit installations.
· Accurately document all new system implementations and modifications to existing systems (moves, adds, changes)
Verizon Business/WAMU Fremont, CA.
May 2006 – September 2007 / Network Operations Center Engineer II
· The Verizon Business Network Operation Center (NOC) is responsible for implementation support, monitoring, analysis, control, and trouble resolution of the WaMu Private MPLS, Next Generation Network. Verizon Business NOC monitors the customer network using state-of-the-art network management tools such as Netcool and Remedy for tracking LAN alarms. NOC utilizes Enterprise Ticketing Management System for ebonding tickets when reporting circuit related issues. The use of ITS tool is utilized heavily for circuit testing of T1, DS3 prior to escalating to LEC’s.
Veritas Software / Symantec Mt. View, CA.
August 2004 – January 2006 / Contractor – Data Center Lab Administrator
. Responsible for administration of lab equipment including HP servers, switches and arrays with an emphasis on knowledge of HP-UX platform including software application configuration.
. Work with the lead Lab Manager to prepare lab hardware, systems and applications for development, certification and testing of Veritas products on HP platforms in a SAN environment.
. Respond to software and system test engineer’s requirements to construct new test beds, configure and add links between hosts, switches and array equipment.
. Rack mount 1U, 2U and 4U servers weighing up to 40 pounds.
Installation of HP-UX, IBM, SUN, VxVM, SAN, VxFS, Fiber Channel, BROCADE, QLOGIC,
EMC, 3PAR equipment.
AT&T Emeryville, CA.
January 2004 – March 2004 / Contractor - Customer Service Call Center Technician
· Call center technicians follow up with field technicians and the LECS to ensure that troubles are
followed up until completion
. Utilize proprietary trouble ticketing system, work order applications, along with Harris
Mechanical Loop testing utilities for isolating line issues prior to dispatch or closure of trouble
tickets.
Santa Clara County EDC/ISD Data Processing Center San Jose, CA.
December 2001 - June 2002 / Contractor - Information Systems Technician II
· Installs, starts up, monitors, and controls the, GSA data processing center’s IBM S390 SN SDLC
mainframes and determine the resources required to return the system to optimum performance
· Monitors systems to isolate or identify problem sources and communicates information, as
necessary, to programmers and or vendors. Consult with department personnel to utilize the
information systems.
· Utilize IBM/TIVOLI Operations Planning and Control job scheduling systems to setup, release,
modify and correct jcl batch jobs.
Education / Special Training Certification:
· December 2011 - ITIL Foundation Certification IT Service Management V3
. San Jose City College
. Evergreen Valley College
References: Upon request
Contact this candidate