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Engineer Customer Service

Los Gatos, CA
March 07, 2020

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Jim M. Nolan 408-***-**** Page * of *

Jim M. Nolan

Los Gatos, Ca 408-***-**** PROFESSIONAL SUMMERY

Results oriented Operations Engineer with twenty-five years of hands on and supervisorial high-tech experience; superior technical and project management skills resolving network issues and customer trouble shooting. Highly mechanically inclined with excellent verbal and written communication skills resulting in successful client relationships and efficient project execution. Skilled at troubleshooting in large-scale hi-impact traditional and cloud network environments with high customer satisfaction rates. EXPIRENCE

Principle and Owner Adroit Handyman Services 2017-Present Los Gatos, Ca

● Residential Mechanical, Electrical, Carpentry, PVC Plumbing, Custom Design and Builds

● New Build, Repairs, Make Ready for Sale or Lease Senior IBX Engineer Lead Verizon/ Equinix, Inc. (via acquisition) 2014- 2017 Santa Clara, Ca

● Provide Ops Team Sr. Leadership Mentoring

● Complete Smart Hands and Remote Hands for all clients

● Preform Hardware break-fix for all makes of equipment; Cisco, Dell, HP, VMware, etc.

● Assist Network team in preparing and preforming Change Controls

● Install and tests advanced cross connects circuits (switched, multiplexed, etc.)

● Preform Software/Firmware updates and patches for Linux and Windows devices.

● Decipher installation plans (Visio Drawings / Spreadsheets) and implement installation accordingly

● Install circuits with advanced fiber and copper terminations/ task automation and infrastructure-as-code

● Complete Tickets in a timely professional manner Testing/Troubleshooting

● Troubleshoots switched / multiplexed / media converted circuits; escalations, as needed

● Preform Backup Tape rotations as scheduled

● Installs/tests/modifies cross connects per SOPs and ensures proper cable management of: coax, fiber, twisted pair copper, and intra-building cross connects

● Maintained Site and Cage Documentation/Reporting

● Oversee installation of rack and stack customer equipment

● Maintained detailed customer records reports of all work activity & long-term projects Sr. Data Center Operations Engineer Terremark/ Verizon (via acquisition) 2005-2014 Data Center Operations Engineer Santa Clara, Ca

● Build, Configure and Install Routers/Switches per Customer Engineering Designs

● Complete Client Break-fix Tickets in a timely professional manner

● Run scripts via; PHP, Java and Python

● Change Hardware and Network components

● HVAC upgrades and cold isles containment

Jim M. Nolan 408-***-**** Page 2 of 2

● Troubleshoot and resolve network issues with detailed results Provide network, WAP and desktop support as required Make and install power whips and receptacles

● Install customer and Verizon T1, DS3, fiber, Ethernet connections and POTS lines Complete routine preventive maintenance building rounds

● Oversee HVAC upgrades and cold isles containment Network Systems Engineer I Silicon Graphic, Inc (SGI) 2000 - 2005 Mountain View, Ca

● Design and implementation, quality of service, fault resiliency, and load balancing of SGI Production networks.

● Completed all assigned projects on time and under budget

● Vendor/client management included setting timelines, ordering equipment, RMA’s, scheduling and executing change controls

● Equipment configuration, manage and update documentation, execute change controls and write postmortems

● Routinely upgraded all routers and switches to the latest IOS and OS Assisted in the Campus Backbone redesign and implementation

● Assign, install and manage phones, faxes and analog lines throughout SGIs multiple building campus

● Provided 24 X 7 On Call support on rotation Network management and monitoring IT Transfer Supervisor/Installer SASCO Electric 1996 – 2000 Santa Clara, Ca

● Changed IP’s and domains, relocate users systems and updated DNS

● Relocated users phone, fax and modem lines

● Updated SVSIS of all digital and analog changes in PBX

● Ran jobs and crews of up to 10 people

● Installed, terminated, tested, troubleshot cat 5/5e cable systems, patch panels and jacks

● Terminated, tested and troubleshot fiber patches

● Ordered parts and managed all paperwork involved with the job

● Customer Service Support

Telecommunications Installer Cable Tech 1994 – 1996 San Jose, Ca

● Read blueprints and installed cable and infrastructure to blueprint specifications

● Terminated, tested, troubleshot cat 5/5e cable systems, patch panels and jacks

● Worked as a team member in complicated alarm installations

● Terminated, tested and troubleshot fiber patches

● Coordinated challenging digital alarm & cable installations

● Customer Service Support


De Anza College

Cupertino, Ca

Jim M. Nolan 408-***-**** Page 3 of 2

AA in Film/Cinema/Audio-Video Studies, 1988 - 1990 De Anza College

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