Exceedingly skilled, self-motivated and experienced Network Operation Center Engineer working in a Tier 3 Data Center environment. Established track record for troubleshooting, incident management, communication, listening, coaching, developing, and mentoring staff. Worked with business units, customers, vendors, and engineers to ensure all newly implemented technologies were configured in SolarWinds. Ensure proper life cycle management of all hardware and software.

Core Competencies

SOFT SKILLS

Fault Isolation

Incident Management

Vendor Management

Disaster Recovery

Problem Management

Problem Reporting

Service Restoration

Emergency Preparedness

HARDWARE / SOFTWARE

Cisco ASA 5505

Cisco ASA 5510

Cisco ASA 5520

F5 Load Balancers

NetApp

VMware ESXI 5.5

Service Restoration

Emergency Preparedness

Microsoft Server 2008

Microsoft Server 2012

Windows 7

Windows 10

STANDARDS

NIST 800-53

SANS 20

PCIDSS

ISO 9000:15

TIA 942

ISO 27000

ISO 27001

HIPPA

TL9000

OSI

TCP/IP

BICSI

Experience

PORTER KILLER CREEK HARLEY DAVIDSON JULY 2019 – PRESENT

·Conduct road test, pre-delivery inspection, and detail motorcycle prior to customer delivery.

·Move/organize new and used inventory to maintain a clean showroom and lot appearance.

·Keep inventory fueled and available for test ride.

·Performs pick up and/or delivery of motorcycles to the customers and factory.

·Maintain a valid unrestricted car, motorcycle driver's license, and clean driving record.

·Assemble both front wheel and brake assembly.

·Assist with 50K major service maintenance (Oil & filter change, inspect brake pads and discs for wear, check clutch adjustment, and check and adjust belt (if needed).)

·Adhere to all Company guidelines, policies, and procedures.

·Open and close dealership for customer access at the start and end of business day.

NETWORK OPERATIONS CENTER ENGINEER INAP SEPTEMBER 2013 – MAY 2019

·Supported, configured, maintained, and upgraded all network infrastructure components.

·Provided 24 x 7 x 365 rotational and on-call technical support to INAP 53+ data centers and 1Mil+ customers.

·Proactively engaged management and effectively communicated with subject matter experts (SME’s), customers, and vendors on a bi-hourly basis during outages.

·Continued security compliance through patch management process by applying vendor released hardware, software, and firmware patches (Cisco, Microsoft, F5, etc.).

·Confirmed assets were properly documented during the entire asset life cycle.

·Kept all knowledge bases (SharePoint, Wiki, Teams, and File Server(s)) up-to-date.

·Allocated and increased NetApp storage volumes (LUNS) for production and new applications, and databases.

·Maintained ESXi hosts configuration for storage LUNs based on the business requirements.

·Submitted maintenance request to the change advisory board (CAB) in accordance with company policy, customers business operational requirements and ITIL best practices.

·Performed complex problem solving during critical outages, developed post mortems and root cause outage reports.

·Ensured performance metrics were achieved, by assigning tickets in the queue and reviewing tickets worked by the engineers to ensure 6 W’s (What, When, Where, Why, Who, and How) were answered to decrease the meantime to repair (MTTR).

·Assisted in the onboarding process of new engineers by training, coaching, and developing.

·Safeguarded confidentiality of customer data, governing information security according to but not limited to HIPAA and PCI DSS regulations.

·Performed hardware and software audits to ensure compliance in according to company policies and procedures.

·Created, tracked, and scheduled replacement of failed hardware through RMA process.

VALET CUSTOMER SERVICE AGENT LAZ PARKING OCTOBER 2012 – SEPTEMBER 2013

·Achieved 94% success ratio through ensuring customer wait time for delivery of their vehicles were in five (5) minutes or less.

·Delivered excellent support services in alignment with the company’s Service Level Agreements (SLAs).

·First level remediation of customer issues.

LEAD BARBER OFF-TOP BARBERSHOP JANUARY 2006 – OCTOBER 2012

·Maintained compliance with local, state, and federal licenses and regulations.

·Reconciled inventory monthly and restocked low inventory.

·Coordinated monthly community give back free hair cut events.

LEAD BARBER FRONTLINE BARBERSHOP JANUARY 2001 – DECEMBER 2005

·Balanced budget and finances daily.

·Hired, trained, and managed all barbers.

·Created marketing strategies to attract new clientele.

Education

BACHELOR OF SCIENCE OCTOBER 2013 DEVRY UNIVERSITY, DECATUR, GA

·Major: Network & Communication Management GPA: 3.8/4.0

HIGH SCHOOL DIPLOMA JUNE 1995 HS OF ART & DESIGN, NEW YORK CITY, NY

·Major: Advertising

Certifications

AWS – TECHNICIAN PROFESSIONAL (2019)

·Technical knowledge of AWS cloud computing, global infrastructure, services, common solutions, migration, security, and compliance.

MTA – 98-366 (2016) #MS 061*******

·Network topologies and concepts, routers, switches, wireless, access points, security, firewalls, UTM, virtual private networks (VPN), network protocols, services, basic subnetting, and remote support.

References

Available upon request.

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