Data Center Desktop Support

Eric Asare

**** ******* **. *******, ** *****. Phone: 917-***-**** ****.*****@*******.***

Education:

Computer Science, MIS

Bachelor of Science in Biology

The University of North Carolina at Pembroke, Pembroke, NC, December 2003.

Certificate of Completion for Bio-informatics, Completion of Genetic Engineering

Equinix Data Center Manager (CitiBank)

MarketWatch Data Center

Manager for Brave Tech Desktop Support.

Cisco Res-net Completion VOIP Cisco & Avaya

Migration Data Restore Completion at Wachovia Securities/Bank of America

A+ certified

Completed Microsoft Certified Systems Engineering Course

Experience:

Dow Jones Wall Street Journal 07/2014 to Now

Data Center SR System Support Engineer in Princeton/Manager Secaucus Data Center, NJ

Dow Jones Data Center Support Technician is a 24x7x365, & Provide Management of local 24x7x365 Support Personnel AT&T Data Center in Secaucus, NJ

Staging network and assign temporary IP addresses for each server.

Update all relevant and required documentation & Assist and/or complete physical and logical installations

Experienced in analyzing data systems installation and troubleshooting, systems design, interpersonal, and communication skills

Should have hands on experience with managing Data Center operations

Manage day-to-day data center operations and environment monitoring and support.

Effectively manage the change control process

A proven track record of successfully negotiating Service Agreements for a corporate scale Data Center

Oversee business partner relationships, operations and deployments of server hosts, virtual machines, and computer room environments

Collaborate with stakeholders and 3rd party vendors to ensure project and programs are completed successfully by resolving complex business issues

Should have experience with creating SOPs and other documentation

Collaborate with upper management in prioritizing the infrastructure portfolio, budget/spending, and business priorities for the server room and datacenter landscapes

Manage server and application upgrades and release changes (application support packages, system copies and the relocation of system landscapes)

Oversee the operation, installation, and logistics of systems in the outsourced data center and the local site computer rooms

Track project progress and evaluate risks, opportunities, and escalations of issues to management and stakeholders

Manage and document the performance metrics (support services, project consultants, and internal IT support resources)

Implement data center policies and Disaster Recovery Plan

Patch Management

Develop and maintain relationships with internal customers and outside vendors

Experience in a 24/7 production environment

General data center upkeep Secaucus NJ and Princeton NJ

Installing, configuring and maintaining Linux Servers / Virtualization (Mass DC Deployment)

Administration of NIS or LDAP environment

Communicate the status of support requests and issues to the appropriate parties

Acknowledge alerts generated by the physical/environmental, network, and server management systems (SMARTS)

Taking ownership of technical issues, and working with our customers, partners and internal departments to resolve more advanced issues when necessary.

technical instructions, and systems analysis by customer request

Analyzing data and identifying requirements for developing and enhancing information systems.

Installing ESX & EXSI server via VMWARE workstation 7 VMWare and/or other virtualization technologies

Installation and configuration of HA environment using Linux cluster or Veritas Cluster.

Configuration and administration of LVM and Veritas logical volume manager

Installing and Maintaining kickstarts Environment

Patch and Package administration ( Mass Package management using Satellite/Yum etc)

Writing shell scripts to accomplish day to day system administration task

Troubleshooting Hardware and Operating system related issue

Administer and configure various FS like JFS,ext2, ext3, OCFS & Pseudo FS

Capacity planning and fine tune system for optimal performance

Knowledge on Apache virtual hosting, KVM, SSL website Configuring Unix Security baseline

Respond to events according the appropriate response protocol or as instructed

Performance Management & fine tuning

Experience in System Fault Tolerance Design, Business continuity and Disaster recovery planning

Build servers with various Installation Imaging tools – ADS, Kickstart, RDP, etc.

Lead, mentor, and coach TAAs to provide consistent and professional support environment

Provide accurate and timely communication to all applicable parties on any customer support issues

Monitor specific KPIs to ensure proper execution of support

Maintain all scheduling and coordination of Technical Assistance Associates

Participate in Internal Incident Report review process to diagnose areas for improvement

Perform periodic performance reviews on all TAAs

Work with Market Director of Service Delivery on escalated customer support issues

Manage Resource Allocation for Engineering Tasks

Assign workflow task items to TAAs based on availability and experience

Perform Quality Assurance checks on all work assigned to TAAs

Communicate deadlines and possible time constraints to applicable stakeholders and requesters

Assist in training of new processes, procedures, and tools related to provisioning process

Coordinate with Facility Operations Engineer on Facility Related Tasks

Work with market and regional facility resources on delegating and performing facility related tasks

Participate in training programs and provide post training refreshers for TAAs

Help ensure that facility is always "audit ready"

Assist FOE with vendor management

Collaborate with Central Resources on Customer Support Issues

Communicate with Central Support Supervisors and/or Managers on any customer or process issues

Provide feedback on all company wide support processes

Maintain relationship with central support to facilitate market to market consistency

Submit RFSA (request for server attachment) to obtain Production IP addresses

Track server installations and Service Levels agreed upon with project managers

Server Configuration Validation

oSecurity scan

oPatch level validation

Submit Remedy Change Management tickets to install and enable the switch ports for servers

Requesting network connectivity and IP address assignments

IBM Mainframe, AS400/500 and Factiva and EBU tapes must be logged into the log book by the entrance to the tape library

Remove tape(s) from drive located at AD20. Put listing and tape(s) on cart.

Compare the ejected tapes against the report to make sure everything matches

Order servers via PeopleSoft enter server info in Asset DB as per Client request.

Support and Data Center operations (dedicated server, co-location, and connectivity), as well as all internal and external network and Internet integration services.

Resolve customer issues independently while using product knowledge, manuals, internal resources and test systems.

Work with clients in a professional, courteous manner to promote customer satisfaction.

These tape(s) will be scanned in later and put into the case with the ejected EBU tapes.

These are the tapes that need to be called back from Iron Mountain and the pickup manifest will go inside the TR Case.

Trouble shoots HP, IBM Dell servers relating to error problem examples rebooting.

Order power, Circuits and Equipment’s

Genuinely excited about technology, have a strong interest in learning about and playing with the latest technologies.

Update all relevant and required documentation & Assist and/or complete physical and logical installations

Installing DNS servers, adding & removing Decomm servers

Monitoring Hub Transport Messages and policies and rules & Monitoring inbound and Outbound user to user emails passes.

Dow Jones Wall Street/HCL America 2009- 2014

PCI Auditor IT Security & PCI Compliance

Transition audit findings to project mgrs. & ensure remediation are conducted according to PCI standards.

Manage rights content on both provision and deprovision of windows Mobile device within OWA interface. Setting up & enabling access Public Folder in OWA Install Standerd Edition of Exchange Server 2010 and Enterprise Edition for Host Customers

Monitor emails using Forefront/Administration Center and synchronize Active Directory Users safe senders.

Creating and adding Public Folders manually in Exchange Server 2010 and extending access from serves & Collaborating SharePoint integration with Exchange Sever 2010 in Public Folder.

Monitor SMTP as DMZ perform anti-spam antivirus checks

Configure Setting up rules in Exchange Sever to improve the efficiency for routing good messages NOT spam

Configure policy server to be assessed for message to meet appropriate action to be taken. Examples are Date of Birth, Social Security, and Health Records.

Updated End-User profile on Nortel phone messaging Apps

Setting new Hire and new user outlook profile accounts via Active Directory

Provide Outlook Web App(OWA) to all remote users

Configure and gather objectives goal for groups: Help Desk & Vendors etc.

Recover End –user mails and date from downtime and SLA

Set up Decommission steps for old Exchange servers

Test new Exchange servers for deployments for maintenance and document any events occurrence.

Monitor POS servers for malicious activity & review system logs using the SIEM tool AlienVault

Conduct IT security audits for Compass Group’s most high-risk locations according to PCI DSS regulations.

Evaluate network security configuration settings, review firewall/router ACLs, confirm proper network segmentation, configure server & application hardening controls, & review compliance documentation.

Perform vulnerability assessment scans using GFI LanGuard & analyze the results for remediation & Scan sensitive data environments using Identity Finder for unprotected personal & credit card data.

Evaluate supplier's information security policies, physical security, application development, access control, business continuity, human resource, network infrastructure and compliance programs.

University of North Carolina at Pembroke: 2000 - 2008

Brave-Tech: Desktop Support

Help desk support call center for University, student, Staff, Faculty and off campus clients

Help prepare financial budgets in alignment with overseas team to propose and manage capital projects.

Manage 65 Desktop support group at the University on North Carolina at Pembroke.

Install and configure computer hardware, software, and peripheral components

Load and verify correct operation of software packages, aided Chart on server to be examined.

Maintain user groups and Remote access VPN, UUNet, Blackberry, Windows 2000, XP (OS & Office Applications.

Provide end-user support for network services including adding new users to network

Coordinate imaging for exact reproduction of standard systems

Monitor end-user systems to ensure compliance with corporate policies

Produce and maintain documentation of hardware, software, and problem resolution

Setup Clean Access Agent for Student dorms network (Cisco Systems, Inc)

Assist students in identifying and resolving problems

Install, upgrade, and diagnose motherboards, all types of drivers, ISA and PCI cards, printers & other accessories

Skills:

Systems Proficiency

Remote Desktop, SSH, Console Access

Microsoft Server Technologies (IIS, SQL, Exchange, etc.)

VMWare and/or other virtualization technologies

Linux (or other *nix platforms)

VLANs, ACLs, IP subnets, SNMP Demonstrable time management skills

Familiarity with core philosophy of ITIL Management

Familiarity with various server, application, and network technologies including:Excellent people and proactive communications skills

Experience with ticket documentation system preferred

Strong attention to detail, and a capacity to follow procedures Demonstrable time management skills

Diagnose, install, configure, and resolve peripherals, TCP/IP client RAS

Advanced troubleshooting, verbal & written communication Skills

Excellent work ethic, Strong interpersonal, listening, teamwork and presentation skills.

Experience with Novell Networks, Hardware maintenance, IBM environments and internet essential.

Working knowledge in QBasic, C++, Visual Basic, HTML, Java, and DOS

Working knowledge with Unix, Linux, and Macintosh

Strong work ethic, ability to work individually and with a team, self-motivated, easily adapts to changing work environments

Business Objects, SAS, Datastage, Oracle, MS SQL Server

Microsoft IIS, Collaboration, MS Sharepoint, Full enterprise business coverage

Software - SAP, Oracle EnterpriseOn, Manhattan Associates LogisticsPro, TL2000 etc.

Webpage Development – Dream weaver version 4-10

Technical knowledge in Microsoft Operating System XP, 2003Server, 2000 Server Windows NT 4.0, and Windows 2000

Basic knowledge of TCP/IP, COM+, SAN, .NET, system security, and network routing / switching experience are highly desired

Planning and Organization - the ability to develop clear and logical plans/projects which sets out what needs to be achieved, how why and when.

Contact this candidate