TECHNICAL SKILLS:

Software: EM*/G*, NetCool, WhatsUp Gold, Solarwinds iDirect iMonitor/iBuilder/iSCPC NMS, Norsat, Seibel, BMC Remedy, SAP, Ariba, Sapiens, AT&T NMS, HP OpenView, NetScout, Citrix, TermSvr, VNC, VMWare, WebSphere, Android OE/Outlook2k+, Groupwise, Lotus R5 and 6, Novell, FileMakerPro, Norton/Symantec Security/AV/Ghost, McAffee, PowerQuest, Microsoft Office, QuickBooks, Magento,, Access, Active Directory, SQL, PowerPoint Visio, HEAT, TeamTrack and Remedy trouble ticket tracking systems. Service Now, VMWare, Vcenter, Vcommander, CommVault,

OS: Solaris8, Microsoft: 2000/2003/2008/2012 Advanced Server, NT4, 7/8/Vista/XP/95/98/ME, Linux (SUSE, RedHat, Ubuntu, Mandrake, CentOS etc.), FreeBSD, DOS.

Hardware: Iridium, Inmarsat,Thrane&Thrane, Newtec/Maverick, iDirect NetmodemII+ & Infinity 3000/5000/7000/8000serie, Comtech, SpaceTrack,,Seatel/SeaMobile, KNS, OrbitMarine, Intellian, CDM, Radyne, FleetBroadBand. Cisco Routers & switches (1900/2900/6509/7200 & 2500/3500), Sun (Ultra5/10, E450 & V880) & Nokia (330, 440, 650) Checkpoint FW's, PCs (Compaq, IBM, Dell, GateWay & Custom Built), IBM eServers, HP Servers, Scanners and Printers and NEMA rated Kiosks and TouchScreen applications. Fortigate Firewall, KEMP LoadBalancer.

Networking: Ethernet, TokenRing, IPX/SPX, TCP/IP, VoIP, UDP, FTP, Telnet, HTTP, DNS, SNMP, SMTP, ARP, etc. Serial (RS232/EIA530), Modems, ISDN, DSL, BroadBand (DOCSIS) Cable Modem, T1/T3 VSAT connectivity (SCPC, TDMA, FDMA, DAMA) and link budget architecture, VoIP. Adaptive ModCod(modulation and coding).

WORK HISTORY:

Support Engineer – Network Innovations 1/2018-4/2020

• Monitor for critical incidents (24x7) and engage appropriate support to remediate incident

• Support and assist customer with all manner of requests for a range of satellite communications products and associated applications such as troubleshooting, updating, RMA processing, and development for customer specific usage.

• Escalate or take ownership of all support incidents and requests and complete or resolve as necessary.

• Monitor numerous monitoring tools for support and response to customer outages for satellite and terrestrial data links.

Senior Critical Incident Management Engineer – Southern Glazers 5/2017 – 1/2018

• Monitor for critical incidents (24x7) and engage appropriate support to remediate incident

• Maintain a root cause analysis template

• Drive critical response operations and assemble teams to quickly restore service

• Develop reporting metrics and report against those metrics for critical incidents

• Establish and maintain a critical incident management process ensuring integration into the current service management tool

Support Engineer / CTAC Incident Response – Peak10 9/2015 – 3/2017

Monitor, troubleshoot, and resolve incidents with managed servers, network, storage, and cloud infrastructure in 27 data centers across 9 states.

Support and maintain highly varied infrastructure and customer equipment with varying degrees of management and nonstandard management\ and escalation procedures.

Fulfill change requests and update documentation on managed servers, load balancers, firewalls, and network equipment. Carry out backup and restore operations on servers and network devices. Perform patching on Linux and Windows servers, Kemp load balancers, and Fortigate firewalls.

Completed ITIL Foundation v3 training in preparation for ServiceNOW Implementation. Worked with management and various departments in debugging escalation procedures.

Troubleshoot Ethernet, EPL, VRF, MPLS, and various other connectivity types and high availability VPN configurations.

Supplied end user support for adapting common applications for use over higher latency satellite connections such as MS Outlook and various we browsers.

Level 2 VSAT NOC Engineer – Inmarsat 10/2014 – 4/2015

Supported Maritime satellite and terrestrial communication systems utilizing several different hardware platforms (iDirect/Comtech & SeaTel/KNS/Orbit). Primarily cargo ships as well as research and commercial vessels.

Utilizing various network and RF management tools to build, maintain, monitor, and improve primarily iDirect VSAT networks as well as legacy and ad-hoc terrestrial and teleport services such as NMS, Solarwinds, WhatsupGold, and proprietary tools.

Initially hired as a VSAT escalation support Engineer which quickly evolved into a training mentoring role.

Supplied end user support for adapting common applications for use over higher latency satellite connections such as MS Outlook and various we browsers.

CSC Maritime NOC Support Engineer – Harris/Caprock 8/2013 – 10/2014

Supported Maritime satellite and terrestrial communication systems utilizing several different hardware platforms (iDirect/Comtech & SeaTel/KNS/Orbit). Primarily large commercial cruise ships as well as research and commercial vessels.

Supported several Government contracts monitoring and supporting satellite RF links as well as terrestrial links. Contracts included IJPS, NOAA, FAA, & military satcom training.

Often assigned to provide escalation support for clients who have indicated they were not satisfied with services or previous support efforts.

Link monitoring, real-time and historical RF spectrum and carrier access isolations checks.

Utilizing various network and RF management tools to build, maintain, monitor, and improve primarily iDirect VSAT networks as well as legacy and ad-hoc terrestrial and teleport services such as NMS, Solarwinds, WhatsupGold, and proprietary tools.

Supplied end user support for adapting common applications for use over higher latency satellite connections such as MS Outlook and various we browsers.

Network Field Engineer – 3D Datacom 2/2013 – 6/2013

Support corporate T1 network migrations for nationwide client involving onsite field circuit testing and application support.

Perform site surveys to prepare customer location for migration.

Test and when necessary trouble shoot with T1 providers to support migrating services to new providers.

Tier 2 Lead NOC Technician- Maritime Telecommunications Network 7/2010 – 12/2012

Supported Maritime, Airborne, and Terrestrial based satellite and fiber communications to include Cruise ships, super yachts, research, and commercial aircraft utilizing seatel, orbit, intellian, and kns antennae and controllers.

Utilizing various network and RF management tools to build, maintain, and improve primarily iDirect VSAT networks as well as legacy and ad-hoc terrestrial and teleport services.

Often assigned to provide escalation support for clients who have indicated they were not satisfied with service and would discontinue service.

Link monitoring, real-time and historical RF spectrum and carrier access isolations checks.

Utilizing various network and RF management tools to build, maintain, monitor, and improve primarily iDirect VSAT networks as well as legacy and ad-hoc terrestrial and teleport services such as NMS, Solarwinds, WhatsupGold, and proprietary tools.

Supplied end user support for adapting common applications for use over higher latency satellite connections such as MS Outlook and various we browsers.

SOC Operations Engineer – Intelsat General/Secure Operations Center 11/2005 – 1/2010

Support government systems in a secure operations center. Primary function is the SatCom management and support. RF communication systems as well as heavily supporting various terrestrial circuits. (T1, fiber, DS3, and etc.)

Link monitoring, real-time and historical RF spectrum and carrier access isolations checks.

Teleport support, up/down-link support, VSAT support, including terrestrial portions, routing/firewall/fiber

Tier 2 Support Analyst – Usi Atlanta, GA 11/2004 – 11/2005

Supporting 20k+ Usi and Limited Brands personnel with Ariba rollout utilizing Ariba8.1’s purchasing and expense reporting tools. As well as purchasing Requisitioning/Receiving, Corp Amex processing, and authority delegation.

SAP Support Associate – Home Depot Vinings, GA 6/2004 – 11/2004

Infrastructure I.T. Support – Mirant Atlanta, GA 9/2003 – 6/2004

Corporate Desktop Support – IBM Atlanta, GA

Tier 2 Technical Support – StarBand Communications Marietta, GA 9/2000 – 7/2003

Network Administrator – ACUSA.com Oak Ridge, TN 10/1999 – 9/2000

Systems Integrator – Consumer Interfaces, Inc. Knoxville, TN 5/1998 – 10/1999

Journeyman Aerospace Propulsion Specialist 4/1994 – 4/1998

US Air Force Tinker AFB, OK

EDUCATION/CERTIFICATIONS:

GVF (Global VSAT Forum) Certified VSAT Support Engineer Completed

SeaTel/SeaMobile Completed

KNS Completed

OrbitMarine Completed

Intellian Completed

IDirect Completed

CCENT Completed

CCNA Progressing

USAF AA Aerospace Propulsion Completed

A+ Completed

N+ Self Study Course Completed

Linux+ Self Study Completed

MCP 2K&XP Self Study Completed

ITIL Foundation v3 Completed

VMWare Essentials CBT Completed

Security+ Started 2/2017

Contact this candidate