Tim Shade

Pembroke Pines, FL *****, US

217-***-**** • adlh9i@r.postjobfree.com • linkedin.com/in/tim-shade-9442424/

Senior Support Analyst

Comprehensive experience supporting highly complex and large-scale technology projects.

Harmony HealthCare IT 07/2019-Present

Works directly with customers to provide technical support for the HHIT products and service offerings

Performs Health Data Archiver (HDA) customer upgrades

Provides on-call product support, sometimes on nights, weekends and holidays

Utilizes ticketing system to document solutions and ensure proper communication of resolution to the customer

Troubleshoots virtual machines (VM’s) for the Medical Manager and HDA

Troubleshoots virtual private network (VPN) routers

Manages HHIT technical queue

Answers and resolves inbound technical calls

Troubleshoots hardware and software issues either in-person or remotely

Assist with storage analysis, capacity planning, and performance planning of storage components

Create innovative data storage and data management solutions that are relevant to our clients

Perform troubleshooting and performance monitoring of storage environment

Configure storage level data protection (Hardware Clones and Snapshots, EMC RPA, Snap Mirror and Vault, HP Recovery Manager, etc.)

Configuring and administering Storage Area Network (SAN) and associated components; including Fibre Channel switch administration

Perform storage hardware and software maintenance and upgrades

Senior Network Support Engineer

Comprehensive experience delivering highly complex and large-scale technology projects.

Technically sophisticated professional with solid experience in executing network administration and evaluating systems aimed at improving quality and efficiency. Experienced Cisco Network Engineer with more than 10 years. Hands on routing and switching. Strong technical concepts. Highly skilled in establishing recovery and maintenance procedures, resolving system failures, and delivering high quality support to end users while setting user access rights, and coaching new employees. Skilled trouble-shooter continually focused on identifying, isolating and resolving technical issues. Possess consistent/precise project planning and execution, with a goal oriented approach that ensures success and perfection. Accomplished communicator skilled in building and strengthening relationships across functions to drive cohesive, strategic operations.

Core Competencies:

●EIGRP, OSPF, RIP, BGP, PBR, route redistribution, IP Routing, HDLC, PPP, Multilink, ISDN, VoIP, QoS.

●Mobile Device Management

●Backup & Restoration Process/ Strategies

●Server Execution & Configuration

●File System Administration

●Troubleshooting Network Issues

●IT System Security Management

●Supported operational team members for Juniper and Sonicwall network elements, internal processes and training functions.

●Provided technical expertise in functions for SonicWall and Juniper support services, network designing and planning.

●Technical Support Delivery

●Systems Administration/Maintenance for Sonicwall and Juniper

●Strategic Planning & Execution

●File System Administration

●Service Delivery Management

●Conducted Juniper and Sonicwall evaluation, cost analysis and feasibility studies for proposed projects and network designs.

●Resolved issues relating to operational and design activities relating to Sonicewall and Juniper firewall.

●Suggested capacity planning techniques for optimal performance of network services.

●Evaluated network performance and activities to make necessary modifications to systems.

●Coordinated with internal technical groups for delivery of telecommunication services and network infrastructure.

●Assisted in research of existing industrial technologies for enhancement of network security and reliability.

Professional Experience

AT&T-Global Connectivity & Cloud Platform Operations, Miramar, FL

Senior-Network Support, 5/2016 – 06/2019

EIGRP, OSPF, RIP, BGP, PBR, route redistribution, IP Routing, HDLC, PPP, Multilink, ISDN, VoIP, QoS.Deliver exceptional IP-based services such as DNS, DHCP, SMTP/POP, Radius, LDAP, and Web Applications to broadband customers within consumer and enterprise markets. Administer entire 24x7 network operations surveillance and deliver technical fault management support for AT&T’s IP Server networks and Business Service Application Platforms. Collaborate with peers and technical support organizations to lead the services, identify technical solutions, and restore services. Plan and manage specialized architecture for specific Server Projects.

Key Achievements:

8 years of experience in network protocols, Firewalls and Communication Network design.

In-depth Cisco and Sonicwall technology knowledge in design, administration, implementation and support.

In-depth knowledge of deploying and troubleshooting IP protocols.

Experience on layer 3 routing and layer 2 switching.

Dealing with escalating problems and extensive troubleshooting

Excellent experience in Network Planning, Implementing, Configuring, Troubleshooting and Testing of networking system.

AT&T-Global Business Solutions, St. Louis, MO

Senior-Technical Consultant 1/2012 – 5/2016

Advised the sales force and potential customers relating to resolution of technical, scientific, and engineering issues that affected sales. Led the design and configuration support for customer network infrastructures. Panned specialized architecture for MobileIron Projects with keen focus on a particular area.

Key Achievements:

Worked with Enterprise Customers in their Azure Active Directory (AAD) to change Admin/Identity for users as a source for Mobile Device Management Software (MDM)

Setup Single Sign-On for AAD or SAML-based Sign-on users for MDM.

Syncing Users for AAD to MDM cloud hosted platforms.

Created Users and User Groups through AAD for MDM platforms.

Configured Office 365 using either WS-Federation or SAML federation authentication protocols for MDM.

Authentication with Microsoft PowerShell commands

Used Microsoft PowerShell commands, such as Connect-MsolService and Connect-SPOService, to get authorization tokens to authenticate endpoints with Azure ID.

Troubleshooting and installations of Office 365 for large enterprise customers with 10,000 plus users.

Attained top tier of MobileIron and AirWatch Implementations in product duration with Professional Services.

Implemented MobileIron and AirWatch with highest rating for technical Expertise and Professionalism.

Achieved Perfect Survey for MobileIron and AirWatch Implementation for Customer with over 65000 devices

Contributed in directing Hosted projects for Professional Services from start to end.

Delivered effective training to customer with overall value of over 100K for Professional services.

Trained Customers Virtual vice On-site with overall worth of over 200K of revenue for Professional services.

Accomplished top tier in Mobile Device Management implementations as well as directed two hosted projects for professional services from conception to completion.

Formulated operating manuals, references, and training materials for customers and internal resources.

AT&T –IP Server Operations Group, St. Louis, MO

Senior Specialist-Network Support, 9/2007 – 12/2011

Implemented NFS, CIFS, and HTTP protocol associated with NAS and share files across WAN. Maintained the accuracy of Data on SAN network for Internet home and business customers. Oversaw and Troubleshoot Web servers, Oracle Database Servers, and Fileservers on SAN Servers. Developed DNS records for managed Business Clients in collaboration with various network protocols TCP / IP, SNMP, and IP. Streamlined and scheduled process by instigating using crontab utilities. Executed remote connections and file transferring by TELNET, FTP, and SCP utilities. Led the install and upgrade Solaris, Linux & configured Web server, and Proxy server. Led the processes administration and management such as monitoring and start/stop/kill various processes/sub process. Evaluated System Performance Parameters by utilizing iostat, vmstat, and fine-tuning. Transformed file systems and disk assignments using Meta disk. Determined system errors/crashes, disk space problems, huge file sizes, and file system full errors.

Key Achievements:

Honored the excellence with company recognition Technology Development Award for outstanding performance on training new employees in implementing new procedures for DNS.

Checked over 2500 Management systems for hardware and application errors in conjunction with Tier 2 to resolve.

Coordinated with Oracle team to troubleshoot SQL Server errors as well as sustained database integrity.

Administered and increased file systems by using NETBACKUP, NEWFS, FORMAT, FSCK, MOUNT, and VOLD.

Planned numerous regular, periodic, future, and queue tasks by using Crontab.

SAGE Software - Healthcare Division, Springfield, IL (Formerly WebMD Practice Services)

Systems Analyst Team Leader 01/1999 to 08/2007

Planned numerous regular, periodic, future, and queue tasks by using Crontab.

Oversee the Systems Analyst team composed of twenty-five members, servicing two thousand clients.

Manage the processing of incoming calls to the Systems via both telephone and e-mail to ensure courteous, prompt, and effective resolution of end user issues.

Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Track and analyze trends in requests and generate statistical reports.

Make “across the board” recommendations to senior corporate management based on documented needs and trends.

Train, coach, and mentor System Analysts, Help Desk Technicians, and other junior staff.

Plan and conduct performance appraisals, administer disciplinary action, when necessary. Oversee file server performance via OS patch maintenance and regular hardware maintenance cycles.

Collaborate with clients on ongoing disaster recovery procedures and efforts, offering remote hosting capabilities, if needed, via a number of means.

Assisted in medical billing procedures.

This included but not limited to month end backups, system restores, adding users, system wide rebuilds, security procedures, and off site storage.

Oversee current Systems Contracts with all clients and sales requests regarding their contracts.

Accomplishments:

Prior experience as Corporate Procurement & Materials Manager, DMC Prints, Inc, Orangeburg, SC; Telemarketing Representative, Dial America Marketing, San Diego, CA; Unit Diary Analyst, United States Marine Corps

Technical Proficiencies

Software:

MobileIron, AirWatch, Siebel, Clientele, Citrix, MS Office 97/200x, SAP R/3, Android Developer, html 5, css, js, python and android and ios development

Telephony & Networking:

Cisco 1733x20 routers, Sonic Firewalls, Avaya

Operating Systems:

Red Hat Linux, MS Windows 9x/2000/XP, MS Windows Server NT 4.0/2000/2003, SCO UNIX, HP UNIX, IBM AIX, Solaris 10

Hardware:

HP/Compaq, IBM, Acer Servers, APC UPS systems, HP/Okidata Printers

Databases:

Medical Manger (In-house SQL database developed for WebMD)

Education and Credentials

Master of Science in Management Information Technology Management

Colorado Technical University, Colorado Springs, Colorado

Bachelor of Science in Business Administration & Management Information Systems

Colorado Technical University, Colorado Springs, Colorado

Associates Degree in General Education

University Of Maryland, Asian Division, Okinawa, Japan

Professional Certifications

MobileIron Administrator, MobileIron Sentry & Authentication, Basics of Accounting & Finance, Business Fundamentals, Business in Global Environment, Human Resource Development, Management Essentials, Organizational Systems Improvement

Military

United States Marine Corps 198*-****-**** Unit Diary Clerk

National Defense Medal, Meritorious Unit Commendation, Good Conduct Medal (2nd Award)

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