Support Technician Operations Analyst

** ****** ***** *********, ********, US, ***** • ******.**@*****.*** • 404-***-****

FRED OWENS

Computer Support Technician

PROFESSIONAL SUMMARY

Computer Support Technician with over 27 years of extensive expertise in network operations and system administration. Demonstrates strong proficiency in technical troubleshooting, disaster recovery, and server administration, consistently maintaining high network uptime. Known for implementing security measures and enhancing operational efficiency through innovative solutions, with a focus on continuous improvement and data integrity.

EMPLOYMENT HISTORY

LEAD NETWORK OPERATIONS ANALYST Dec 2020 – March 2025 PRGX Global INC Atlanta, GA

Ensure LAN/WAN uptime at 99% through proactive monitoring and security measures.

Train NOC staff for independent problem-solving, boosting operational efficiency.

Implement firewall and IDS, cutting security threats by 30%, enhancing protection.

Lead cross-functional support for Level 2 incidents, ensuring seamless connectivity.

Develop disaster recovery protocols, securing business continuity and data integrity.

Pioneered automated network monitoring solutions, significantly reducing manual intervention and improving response times to potential disruptions.

Refined disaster recovery strategies, implementing robust failover mechanisms to safeguard critical business operations and data integrity.

Streamlined network monitoring through automation, reducing incident response time while maintaining 99% LAN/WAN uptime and strengthening security posture

Orchestrated comprehensive NOC staff training program, elevating team capabilities in autonomous troubleshooting and incident management

Engineered advanced failover mechanisms and business continuity protocols, minimizing system downtime and safeguarding mission-critical operations

Spearheaded cross-functional incident response initiatives, optimizing network performance and enhancing interdepartmental communication channels

NETWORK OPERATIONS ANALYST Aug 2008 - Nov 2019

PRGX Global INC Atlanta, GA

•Spearheaded deploying automated scripts to optimize batch job efficiency, achieving a 30% decrease in completion time over a 3-month period.

•Performed daily and weekly backups of processors on the AS400, Linux, and Microsoft Windows 10/11 systems.

•Generated computer output processing consisting of imaging software/CD production.

•Identified and resolved error messages by researching error codes in AS400 technical manuals.

•Created/Updated/Maintained operations documentation used for daily activities and our annual Disaster Recovery testing.

•Optimized networking and cabling at the off-site Data Center/Co-Location increasing bandwidth and minimizing latency.

•Installed new hardware and software systems ensuring the components integrated with existing network systems.

•Troubleshot network or connectivity problems for users or user groups.

•Documented and escalated advanced network irregularities to the Lead Network Operations Analyst.

COMPUTER OPERATOR Nov 1999 - Jul 2008

PRGX Global INC Atlanta, GA

•Provided Level 1 phone and email support resolving incidents and ad-hoc remote end-user support requests.

•Monitored performance of servers and network components to support proper functions and availability to users.

•Scheduled and performed preventive and corrective maintenance to restore systems to full functionality.

•Explained complex issues to users in non-technical language to foster understanding.

•Conferred with staff, users and management to establish requirements for new systems or existing system modifications.

•Entered commands and observed system functioning to verify correct operations and detect errors.

•Referred major hardware and software problems and defective products to vendors and technicians for service.

•Installed and performed minor repairs to hardware, software and peripheral equipment, following design and installationspecifications.

•Inspected equipment and read order sheets to prepare for delivery to users.

COMPUTER OPERATOR

Mar 1997 - Jun 1999

Wolf Camera

Alpharetta, GA

•Maintained data center integrity and sensitive corporate information.

•Liaised with data entry operators and help desk staff to coordinate accurate and timely computer processing cycles.

•Tracked network status and critical applications using monitoring tools.

•Troubleshot and repaired computer problems, alleviating impact on the business.

•Maintained thin clients connected to AS/400 for warehouse production.

•Scheduled and performed preventive and corrective maintenance to restore systems to full functionality.

•Performed hardware and software troubleshooting using systematic approach.

•Submitted batch processing jobs for automating and processing multiple transactions.

•Determined nature of system failure and performed necessary activities to recover.

EDUCATION

IN PROGRESS BACHELOR OF INFORMATION TECHNOLOGY Jul 1988 - Jun 1994

East Carolina University Greenville, NC

SKILLS

System Monitoring (Experienced), Technical Troubleshooting (Experienced), Hardware Maintenance (Experienced),

Software Maintenance (Skillful), End-User Support (Experienced), Hardware Installation (Experienced),

Software Installation (Experienced), System Administration (Experienced), Computer Repair (Expert),

Network Security (Experienced), LAN (Experienced), WAN (Experienced), Disaster Recovery (Experienced), AS400 (Experienced), Linux (Skillful), Windows (Experienced), Server Administration (Experienced), Batch Processing (Skillful).

REFERENCES

Joel Burkhart, PRGX GLOBAL INC (****.********@****.***, +1-404-***-****); Kevin Tate, PRGX GLOBAL INC (*****.****@****.***, +1-404-***-**** ).

Contact this candidate