Engineer Software

JOSEPH A. GAINES

**** ******** ** • Chestnut Hill Cove, MD 21226

Phone 301-***-****• E-mail addor6@r.postjobfree.com

Security Clearance

Secret (Eligible)

Summary of Qualifications

As an IT Specialist I took on a Tier 3 help desk position that involves a large volume of calls dealing with day to day issues such as troubleshooting PC OS Software / hardware, the CAC Card reader, email issues, work Network connection issues, using VPN software to remotely troubleshoot their workstations. Technical, operations, and training support were provided to users of company's personal computers by telephone relative to desktop hardware and software packages. Troubleshoot various work stations, printers, other peripherals, operating systems, shrink-wrap programs, and applications software programs. Logging info into the Remedy ticket system for reports such as: None LAN connectivity, user accounts to be reset or created, network printer issues and remote accessed assisting network issues, Software applications installing/uninstalling, and hardware issues: setting up/clearing hard drives Cat5 and Fiber Optic installations.

Professional Experiences

Systems Admin, Perspecta Inc. Feb 2019- Present

•Handled inbound and outbound data traffic to resolve customer’s issues including outages

•Monitored all aspects of an Network, Systems, and infrastructure and provide outbound communications.

•Provided third level support to resolve complex, technical customer problems.

•Effectively communicated status to customers and internal staff.

•Trouble Shooting and Monitored Solawinds.

•Worked with F5, vSphere, and Splunk.

•Created cases with ticketing software “Service Now”.

•Performed activations on ports from multiple switches within the network, providing network access on various. Vlans

•Reporting RCAs (root cause analysis) on all outages that occur within the network.

NOC Technician, Infinera Inc. May 2018- Dec 2018

•Handled inbound and outbound data traffic to resolve customer’s issues.

•Monitored all aspects of an Fiber Optic Network, Systems, and infrastructure and provide outbound communications.

•Provided third level support to resolve complex, technical customer problems.

•Effectively communicated status to customers and internal staff.

•Trouble Shooting and Monitored DNA

•Worked with F5, vSphere, and Splunk.

•Creating cases with ticketing software – Sales Force

•Worked in a logistics environment supporting outbound RMA (Return Authorization Material)

Systems Analyst, Inovalon Inc. January 2017- Mar 2018

•Handled inbound and out bound data traffic to resolve customer’s issues.

•Monitored all aspects of Network, Systems, facilities infrastructure and provide outbound communications.

•Provided third level support to resolve complex, technical customer problems.

•Effectively communicated status to customers and internal staff.

•Trouble Shooting and Monitored Solarwinds.

•Worked with F5, vSphere, and Splunk.

•Creating cases with ticketing software – Remedy.

•Handled Incidents and incident bridge calls on a day to day bases.

NOC Engineer, Oracle Micros System Inc. October 2011-May 2016

•Contribute in Building NOC Team as Impact to the company.

•Handle inbound and out bound data traffic to resolve customer’s issues.

•Monitor all aspects of Network, Systems, facilities infrastructure and provide outbound communications.

•Provide third level support to resolve complex, technical customer problems.

•Effectively communicate status to customers and internal staff.

•Trouble Shooting and Monitoring Solarwinds and Oracle.

•Creating cases with ticketing software – Clarify, Service Now.

NOC Engineer, INFOZEN INC. June 2009-June 2011

•Handle inbound call traffic to resolve customer problems.

•Monitor all aspects of Network, Systems, facilities infrastructure and provide outbound communications.

•Provide third level support to resolve complex, technical customer problems.

•Effectively communicate status to customers and internal staff.

•Network circuit repairs on Cisco/Juniper/Extreme platforms. Media types from ADSL through OC-12.

•UNIX/AIX/Cisco/NT/Windows administration of production servers includes installations, maintenance of OS.

•Mail, Web, and DNS administration includes setup, maintenance, and providing accompanying support.

•Created Documentation of trouble resolution through the use of trouble ticketing system.

•Trouble Shooting and Monitoring IBM Tivoli (Net Cool).

•Creating cases with ticketing software – Remedy

Information Technology Specialist, U.S. Army November 1998- December 2008

•Monitored unclassified, classified, and top secret government messaging systems to ensure 80-90% message traffic is sent and received properly.

•Operate message traffic terminal.

•Train all incoming personnel on the importance of information security and the role it plays in every day operations within the work environment by giving an Operation Security Briefing. Successfully trained users of differing knowledge bases.

•Reviewed Help Desk work orders and set priority levels.

•Technical Monitor critiquing employees on their performance a variety customer service skills for the Help Desk and Automated Data Processing Equipment Workshop.

•Installed Facilities with Cat5 and Fiber Optic cable in order to install Voice Over Internet Protocol devices to improve military communications between Soldiers and their units.

•Setup LAN connections in the field for 6-7 centers sometime during tear down and move for mobility.

•Maintained work stations with network security patches installed on a weekly basis, performed trouble shooting procedures, set up user accounts, kept records of serial numbers, IP address, users, and served as Network Administrator.

•Constructed and operated a Tier 2 operations center in Qatar for employee personal use.

•Conducted weekly, monthly, and quarterly systems maintenance on a LAN.

•Took over 4000 calls in reference to any system issues within the network.

•Installed Windows 2000, Windows XP, Formflow, Norton Anti-virus, Microsoft Office, and any other software needed by users to effectively complete their daily tasks.

•Base lined new desktops and laptops to ensure no network violations were present.

•Assisted system users trouble shoot computer malfunctions.

•Used troubleshooting techniques to effectively solve any system issues.

Education

October 2010- 2012

Stayer University, Suitland, MD

•Completed 67 credits

May 1999

United States Army Signal School

•Received the job classification of Telecommunications Operator-Maintainer/ Information Technology Specialist

Other Skills

•MS Office, Remedy and Clarify-( work order tracking software)

•Windows NT, Windows 7 and XP, MS Exchange Server,

•Unix,Linux Red Hat, Java, HTML

•Vision app, iLO, Solarwinds, IBM Tivoli (Net Cool), APM, Orion NPM

•ESX, Oracle, MS SQL Server, Dameware, VPN Client

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