Customer Service Technical Support

Network Administrator

Network Engineering/Administration/Infrastructure

Security/Operations Management/ERP/Multi-Platform Systems

Regulatory Compliance/Licenses/Disaster Recovery/Backup

Project Implementation/System Analysis/Upgrades/Migrations

MCSE, MCP+IIS, CNA

-Network Infrastructures: CISCO IOS, Juniper Networks, Netappliance, Enterasys

-Virtualization: VMWARE, HYPER-V

-Firewalls: hardware and software configurations

-ADC: Load Balancing/Performance Tuning

-DS/Backup – Citrix Xenserver/Quromsoft, Veritas, Backup Exec, ArcServe.

SERVER ADMINISTRATION

-WINDOWS SERVER 2003/2008R2/2012

-Exchange SERVER 2003/2007/2010

- IIS, ISA Server

-Windows 10/7/XP – Desktop Support

-MS Office 2010, Access, Outlook – 2007/2010

-Mainframe/NOC Operation management – IBM, TANDEM, DIGITAL, and SIEMANS.

-POS systems application and hardware configuration, installation, technical support – Radiant/Aloha

-Remedy Call Center/Helpdesk management.

DATA/STORAGE Administration and Management

-Data Base Administration - MYSQL, Oracle9i,11g

-DB Capacity planning, data deduplication, disaster recovery

-SAN/NAS configuration/management

ACHIEVEMENTS

Malcolm Baldridge National Quality Achievement Award of Excellence in MIS.

Lagniappe Award - Customer Service

EDUCATION

2017 – New Horizons Computer Learning Center – Network+, Security+

2011-2012 - Austin Community College – Wireless LAN/Network Eng.;

IT Project Management; SQL programming

1998 - SMU School of Engineering and Applied Sciences -

Certificate in Network Technologies

University of North Texas – 1992

MIS – Management Information Science, Humanities/Philosophy and History.

HISTORY:

Primary caregiver for my mother 2021 – Present

Support.Com

Tier II Internet/Voice Support Technician 2017 - 2021

VOIP, router, modem, firewall, configuration, installs and repair. Network security, monitoring and analysis including protocol analyzers, Putty, netsh, Command Shell, NetIQ, and proprietary tools, etc.

PC, laptop, tablet and mobile phone (Android and iOS) network setup and configuration, and repair.

DOCSIS video repair.

Independent IT Contractor 2012 - 2016

Personal laptop/Pc/home networks setup, repair, upgrades.

Contractors - Thumbtack and Field Nation.

IBM/MANPOWER 2011 - 2012

Lead Technical Support – VOIP Projects

CISCO Enterprise Gateway configuration for SIP, IOS 12.1, 36xx router, Cisco VOIP Manager and 79xx series phone system.

-ShoreTel VOIP and Unified Messaging configuration. Shoreware Director, Call Manager, VPN Concentrator.

-Port and IP address assignments, WAN NIC installs, SS7 interconnect configuration, and H.323 video conferencing.

-Installation Team Lead

IBM/MANPOWER/Applied Materials 2007 - 2009

System Admin/Technical Support – Refresh Project

Contracted to Applied Materials

-System administration - servers, application support,

-Asset management and tracking.

-Organizational hardware and software upgrade.

-Data migration, profile transfer, mail setup, etc.…

-Provide escalation support remotely to helpdesk using Remedy ticketing system.

-Resolve Group Policy issues for end users.

Self-Employed - Network Consultant 2005 - 2007

Analysis, design, and deployment of network infrastructures.

Network and Systems security for ERP, SOHO, and individual systems for clients.

- Configured and deployed VLAN segmented network with HP routers.

- Configured, installed firewall and VPN.

- Scripts for registry cleanup from malicious adware and spyware.

- Eradicated Trojan-Horses, viruses, and spyware.

MYCOM North America, Inc. 2005

IT Manager/Project Manager over IT and Telecommunication departments.

-Led migration and move project.

-Redesigned network infrastructure.

-Implemented security policies.

Independent Network/Systems Consultant 2002 - 2004

System and network security analysis, design, and configuration.

Infrastructure design, analysis, deployment, support.

Cisco/MS systems integration, Active Directory implementation.

-Analyze and correct network configuration issues – router/switch, DNS/IP addressing problems.

-Configure and implement Windows and HP server clustering.

-Setup Group Policies (GPO) and user accounts, permissions and authorizations.

-Implement Active Directory and fix incorrect Domain trust relationships.

-Analyze system security. Plan, design, and implemented firewall configurations, routers, plug and disable ports and security holes, and install anti-virus/spyware software. Eradicate and clean infected systems.

GE Engine Systems 1999 - 2002

Network/Systems Administrator

All positions managed concurrently

Network Administrator: TCP/IP Ethernet 10/100 NT 4.0 LAN, fiber backbone interfaced with Fractional T1 Multiplexer linked to Cisco 36xx/35xx LAN routers, 75xx WAN switch, and 3COM hubs.

-Set network security IDS, filtering, monitoring, SMS, and analyzers.

-Network performance tuning with NLB, router configuration, bandwidth/traffic monitoring.

-Daily issues included: installing, configuring and maintaining the Active Directory domain servers, and workstations/laptops, printers and all other network peripherals.

-Configured and supported client/server application software, device drivers, and network related software.

-Supported all application and data Servers, Exchange Server, and telecommunications servers (Definity/Lucent-Avaya/Octel). Configured Directory replication and mail routing.

-MS SQL administration (tuning, data storage, indexing, memory usage, rollbacks, monitoring buffers and segments,).

MRO (ERP) Project Analyst/ Application Support – Led network conversion of legacy systems to ERP.

Completed project ahead of schedule

-Network upgrade: Enterasys switches, CAT5e cabling, and implemented Active Directory and LDAP.

-FileNet Administrator – System/Server DB maintenance, backups, user permissions, etc.

-Implemented the upgrade and installation from NT to 2000 Advanced Server with HP optical storage jukebox.

-Led team on the interface of the FileNet Panagon IDM Image and Content Services through the Panagon Web Services with the Seibel CSM application.

-End user support, Panagon desktop software on Win2K and NT4 workstation, Print and Capture software and resolved version conflicts.

Helpdesk Administrator: Managed the day-to-day operations of the helpdesk personnel; supporting end-user population of 800+ users with proprietary/vendor applications, MSOffice applications, and hardware issues – workstations/laptops, remote access, network peripherals, telephone issues, etc.

Systems Administrator/Technical Support Manager: Managed technical hardware/software issues for Tandem (Himalaya) mainframe/TACL, and AS400/CL systems.

-System monitoring, backups, data transfer and recovery, system interfaces, controllers, application support, terminal emulations.

-Voice/data network.

-Support of hardware and proprietary software on standalone computers for engineers and mechanics.

-Installed WLAN (802.11x) into the parts/warehouse as part of the MRO project. Implementation from a multiplatform medium connected legacy system to an Oracle proprietary based ERP (MRO) on SUN Solaris system integrated with the upgraded Windows/Cisco Active Directory multi-domain WAN.

Application Analyst: Support for Siebel/CSM, MS SQL Server, and vendor applications.

Interim Technologies Consultant

- Contract Network, Systems, and Production Support Analyst.

Contracted for support of companies: McKesson corp., Blockbuster, J. C. Penney Co., and Sprint Intl. As: NOC Analyst, Production Support, Server and network administration.

-Application, process and task monitoring, backups and scheduling for all systems and integration projects for dissimilar systems.

-AS400 – Supported J. D. Edwards, MEDPATH, and ETRIM, with EDI. All AS400 administration – IPLs, system backups, etc.

-IBM/MVS/ES9000: Mainframe support. Scheduling/monitoring with CA-7/11/9. Working tools included: VTAM, Omegamon, SDSF, SAR, HEAT, EXTRA, etc.

-Supply Chain Management (SCM) applications for production monitoring.

-Network WAN/LAN Administration, user support of over 1200 user. Unix Servers, Cisco switches and routers, and various vendor hubs and NICs.

-Migrated desktop/workstations from Novell 3.x to NT4.0

-Unix production support – HPUnix/SAP-R3, Administration of application servers and provided Production support utilizing HPOpenview Unix and command line functions.

GTE DIRECTORIES Svc. Corp.

Senior Systems Multi-platform Network Operations Analyst

-Unix network administration/support for: IBM/AIX, HP/UX, and Sun/Solarisx.x

-Network/server administration: BANYAN/VINES, DEC/LAT, NT 3.51, NOVELL 3.x

-Mainframe production support, backup, security, and disaster recovery planning.

-User support, production scheduling, systems monitoring, and I/O support (DASD, printers, etc.) for the –IBM/MVS, Siemens/Nixdorf, Tandem, and Digital/VMS mainframe systems.

-Customer service, production, monitoring, and I/O support for the AS400 and RISC6000 systems.

-Operations Support included: TSO, CA7/1/9/11, and JES2 for IBM/MVS ES and XA architectures. OS support for DEC/VMS and DEC/VAX, also AS400/CL and Tandem/TACL.

-Documentation, report and procedure creation and updates.

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