Information Technology Business Management

Daniel J. Brooks

Cell: 703-***-****

*******@********.***

https://www.linkedin.com/in/danielbrooksit/

SUMMARY: Career professional in Information Technology with a strong background in computer science, information & technology systems, business management, and economics.

Possessing well-developed customer, client, and peer relations, thriving independently, while adept at building partnerships and working collaboratively. Excellent analytical, decision-making, interpersonal, verbal, and written communication skills

EDUCATION: Bachelor's Degree in Economics - St. Vincent College, Latrobe PA

SYSTEMS: Extensive experience in networking, communications, systems operations,

automation and applications.

Operating Environments:

MS Windows Servers 2000 -2016 MS Exchange Linux

Active Directory Wintel SQL

Certifications: ITIL GR750574050DB CEH (Certified Ethical Hacking) ECC063241975

Previous Certifications: A+, Network+

Some Applications: MS Office 365 Teams

Symantec EP Google Prof Suite

MacAfee Avast

Networking: Cisco WAN/LAN DNS/DHCP

WiFi Networking VPN Remote DT

VoIP – Avaya, Cisco Pulse/Zscaler

Proxies Firewalls and Switches

Putty-RAdmin-Secure CRT-RDP Citrix

Tools:

Experience with -

New Relic PagerDuty Dynatrace WireShark Catchpoint

Jira Service Now AppNeta WebLogic Proofpoint

SiteScope vSphere Java (json) Bash Puppeteer

CloudWatch IAM Route 53 EC2 CloudOps

AD Manager S3 ITSM MS Teams VMware

airwatch XMatters Moogsoft Splunk Kanban

Illumio SolarWinds Extrahop

FUNCTIONAL

SLILLS: Documentation Root Cause Analysis NOC/DOC/SOC

Event monitoring Observability Incident Triage/Escalation

Incident Management Integrity Adaptability

Exercises Initiative User Support Incident Ticket Hygiene

Critical Observation Applications Shakeout Management

PROFESSIONAL EXPERIENCE:

Fannie Mae June 2022 to Present

Incident Analyst (L2)

Analyst in Enterprise Command Center – Respond to production incidents, setting up teams bridge, determine and engage all necessary players, triage incident, assess impact, prepare live incident summaries throughout, engage Coms when necessary, guide teams to resolution, document steps taken, document resolution and Cause of Error, communicate restored/resolved/ongoing.

Proactively monitor network, applications and communications and engage teams when necessary. Maintain Incident Documentation Hygiene, prepare Weekly Incident Summary, manage Applications Shakeout after upgrades/fixes/patching, Prepare shift summary and turnover documentation.

College Board Dec. 2019 to June 2022

Monitoring Observability Analyst

Analyst in the Enterprise Observability Center - Event management and analysis for a hybrid. on-prem and cloud in a production environment, monitoring applications, network, and databases platforms in a 24/7/365 environment. Triage alerts using New Relic, PagerDuty, Cloud Watch, SolarWinds, and multiple other monitoring tools to determine validity, affected functionality, infrastructure, and environments impacted and severity. Resolve issues if feasible or enact escalation policies. Create and manage triage/incident bridge (MS Teams), alerting, inviting, and managing appropriate resources, interfacing with NOC/DOC/SOC as necessary to support the incident bridge. Continuously communicate status and impact to all teams affected and to upper management when severity warrants. Log and record all activity for incident documentation. Assist in resolution, documentation, and RCA with the use of Jira tools, ServiceNow, and ITSM Service. Constant improvement through fine-tuning alert conditions, notification channels, and playbooks. Support maintenance, patching, and migration events providing baseline snapshot access, managing or silencing alerts during sitewide maintenance activity, and gap analysis and baseline validation after QA.

Micro Consulting Services, LLC

Systems Administrator (5 years) Jan. 2014-Dec. 2019

Multi-Client Support over 18 years:

Managed teams to customize network and security solutions for multiple clients. Establish security systems and procedures to protect client information based on customer requirements. Analyze systems for vulnerabilities and establish practices and policies that minimized risk. Monitor and patch systems with ongoing maintenance. Event management of networks LAN/WAN. Monitoring application data and responsiveness for customer experience. Modifying policies, mitigating vulnerabilities, and recommending preventive steps using RCA. Collaborate with departmental managers and subject matter experts to streamline incident management and reduce incidents overall.

Continuous Process Improvements. Constant training and education to stay on top of new threats. Asset and Configuration Management. Engage in regular network troubleshooting activities and resolve network bottlenecks.

Micro Computer Services, Inc.

Network Administrator (6 years) Jan. 2008-Dec. 2014

Designed network specifications to meet the client's requirements, and installed network infrastructure, routers, servers, and desktops. Deploy LAN-WAN equipment, add functionality through new technologies, and continuous process improvement. Active Directory and Group Policy, access management, troubleshooting network connectivity issues—incident and event management. Use metrics for network health and constant improvement and comprehensive reporting—continuous training and documentation.

Micro Computer Services, Inc.

IT Specialist (8 years) Jan. 2000-Dec 2008 (supervisory)

Hardware and software installation, OS support, desktop, e-mail, printing, troubleshooting

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