Customer Support Specialist

Kenneth Hyde

IT Service Management/Technical Support, Operations

Summary

***.****@*******.*** • (703) 201 - 9435

LinkedIn • Arlington, VA, 22203, US

Tech-savvy technical support professional with over a decade of experience delivering IT support and

administration of UNIX systems, server hardware, network, configuration management, software updates

security, and 24x7 availability. Proven success in spearheading technical projects on various enterprise

platforms, while collaborating with teams and stakeholders to ensure on-time completion.

Areas of Expertise

• UNIX System Administration & Server Network Support, Diagnostics & Troubleshooting

• Telco Operational Support Systems Integration & Testing

• Migrations & Updates (UNIX Server Maintenance, Deployment, Migration)

• Basic Oracle Enterprise Server DB operation, SQL

• UNIX shell: bsh, csh, ksh, bash

• Zoom Teleconference. Conference capture for video content use. (TV Interviews)

• Strategic Planning & Execution, Cross-Functional Collaboration, Continuous Process Improvement

• Team Leadership & Development, Relationship Establishment, Proprietary Customer Data Regulatory Compliance

• Experienced with investigating complex system issues, verifying and documenting resolutions

• Telco WAN Operations, NOC Support

• Messaging Operations Center Supervisor, US Sprint

• Technical Phone Support of Field Technicians for Telco/ISP Passive Optical Network maintenance

• Customer Phone Support, Team Supervisor for electronic mail, online service provider

Career Experience

Cloud Data Center Operations Engineer, Ashburn, VA January, 2023 - Present

Apex Systems

Responsible for server hardware and mechanical/electrical infrastructure at a large-scale cloud datacenter. Resolve and diagnose server issues, escalate issues, and work with remote teams. Work within the server rack lifecycle process with a focus on helping buildout computing and storage environments. Add new capacity and working on retrofits within the Datacenter.Sustain strong working relationships with various internal teams and external partners. Assist with inventory and asset management, data and failed storage hardware destruction. Ensure system and capacity availability for a large social media enterprise with billion end users.

DeskNett, Ashburn, VA April, 2018 –January, 2023

Field Engineer, Cloud Data Center Support

Dispatch to secure Data Centers. Deliver optimal support for on-site network element and server hardware installation, operations, configuration, upgrades, maintenance, and network cabling, for client test environments. Install, modify, and replace various rack mounted network, server, external storage devices, and cabling, requested by the client. Provided assistance in network connection, equipment replacement, troubleshooting, configuration management, and testing, and following client procedures, documentation. Provided hands-on access and capability for India-based client.

Verizon IT Cloud Services, Ashburn, VA June, 2004 – December, 2017

Member of Technical Staff Lead System Specialist / System Architect

Leveraged system tools for administration of numerous AIX, HP, and Solaris UNIX systems located nationwide.

Performed regular UNIX patch and patch bundle installations on production environments.

Steered technical collaboration with product/project managers, corporate network operations, and SAN teams to plan and support enterprise system upgrades, deployments, and migrations.

Supplied on-demand, continuous 2nd Level UNIX support to various server application teams: production support, application developers, security managers, and database administrators for maintenance/upgrade activities.

Installed Red Hat Package Manager (RPM), GIT version control system, and other RPM managed applications to AIX Unix environments.

Installed Power Broker for central administration/delegation of UNIX user privileges (IBM AIX version 7)

Secured several million dollars in savings, received a certificate of recognition, 2015 for data center consolidation completed

Managed servers, storage in Telco Operational Support Systems Test Lab.

Administered prompt hardware maintenance and repair for wide variety of new and legacy UNIX hardware environments.

Met and exceeded organization’s goals and objectives for 24x7 high availability and reliability.

Additional Experience

OSS Systems Integration Engineer, Verizon Global Networks, Arlington, VA

Computer Systems Analyst IV, Global One (a US Sprint, Deutsche Telekom, France Telecom Partnership), Reston, VA

Network Engineer III /Supervisor, US Sprint, Reston, VA

Customer Support, Source Telecomputing, McLean, VA

Announcer, Master Control, WEAM Radio, Falls Church, Virginia

TV Studio Operations Volunteer, Fairfax Public Access Television (FPA), Fairfax, VA, Video Editing with Adobe

Creative Cloud Suite, Broadcast Studio Production

Education

B.A., B.F.A, Theatre, Broadcasting

Marietta College, Marietta, OH

A.A, Science Math

Cape Cod Community College West Barnstable, MA

Professional Training

Fairfax County ACE Adult Education Building a Business Web Site on Weebly, Wix. HTML 5, HTML Cascading Style Sheets.

Georgetown University Professional Training: Web Development

IBM AIX UNIX VIO Hypervisor, Virtual Machine, IBM AIX HACMP, High Availability Cluster Management (vendor)

Red Hat LINUX Certified Systems Administrator training, University of Maryland Baltimore

Red Hat LINUX Systems Administration, Security+, Fairfax County ACE Adult Education

Cloud Computing Fundamentals series, AMAZON Web Services: AWS Essentials (Verizon internal training)

HP/UX Virtual Machine Administration. (vendor)

HP/UX Kernel Tuning, HP/UX Logical Volume Manager, Advanced System Administration. (vendor)

HP/UX Storage Area Networks (Hitachi Disk Arrays). (vendor)

Sun Solaris 8 Advanced System Administration, Veritas Cluster Administration (vendor)

Unix/C Programming Certificate, George Washington University, Ashburn, Virginia

Sprint International: Basic Data Communications, Packet Switching Principles, X.25 Protocol, Hands-on LANs (Ethernet), TCP/IP

Tandem Mainframe NonStop Systems Training: Concepts, Facilities, System Management (vendor)

Adobe Premier Pro Video Editing, Technical Directing, Broadcast Sound Production, Fairfax Public Access TV

Other Technical Experience

Windows 10 & 11 Microsoft Office Suite Google Apps Oracle 11i Enterprise Server Operation

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