Tech Support

Mo Khan

Streamwood, IL ***** • ***-***-****C • ********@*****.***

A team-spirited, energetic, and result-oriented IT professional with versatile skills and competencies in Data Center Operation and Network Operation Center Management. A quick learner and dedicated employee are willing to accept new challenges and increased responsibility.

Professional Strengths:

Strong experience in administering Service Desk, Data Center, and NOC (Network Operations Center). Experienced in high-level Problem Management, Production Processing, Monitoring, Trouble Shooting, Analysis, User Support, Security Management, Network Infrastructure, Surveillance, Fault management, and Event notification. Excellent Coordination and appropriate escalation of Systems, Networks, AWS Services, and Applications issues to the appropriate System Engineering, Network Engineering, Cloud Engineering, Offshore Support, and Operation teams.

Experienced in using state-of-the-art, System Management, Monitoring tools, Data Analysis, application performance, trouble isolation tools, and interpreting the results to successfully identify, understand, and resolve Systems and network problems and improve network performance. Also efficient in identifying, coordinating, and documenting preventive, proactive, and corrective maintenance.

Professional Technical Skills:

Service Desk, Network & Data Center Support, and Network Operation Center Monitoring

Solarwinds (Orion), Netcool (IBM Tivoli Enterprise Monitoring), SevOne, AutoSys, Ops manager, and BSM

Applications Performance Monitoring & Management

AppDynamics, Hosted Graphite, Foglight, Sumologics, and Tableau

Ticketing and Communications

ServiceNow and JIRA (Ticketing), Everbridge (Enterprise Alerts and Paging), Slack and Microsoft (Teams)

Experienced and Hands-on Training on the following Hardware and Software

Cisco CND1, Red Hat Administration. AWS Cloud System Operation Admin and AWS System Architect,

Compaq, HP, Dell, and SUN Servers, Storage -Tek Tape and Compaq DLT Tape Libraries, Win-2000,

Win-2019 Servers, Sun Solaris -8, and Solaris-9. Oracle, SQL-Server, Win-2000, and XP professional Client software.

Veritas – Backup Exec and Veritas – Net-Backup Storage and Recovery software.

Professional Experience

IT Analyst - 11-2021 – 02-2025

Insight Global (contracted to)

CVS Pharmacy & Consumer Wellness - Mail Operations – IT

Buffalo Grove, IL

AppDynamics – Application Performance Monitoring deployment on the Windows platform

Backend Configuration, Testing, and Documentation

Production server deployment, validation, and optimization

Alerts monitoring setup, consultation, and Coordination with other team members across the enterprise

Deployed and Tested AppDynamics Tools on more than 200 production servers

Application monitoring will include server hardware and operating systems. Daily operational checks are performed to ensure the environment works as designed, and peer groups are worked with to resolve any major issue observed to ensure system reliability and availability.

NOC Analyst - 10/2018 – 08-2020

Optum Technology / United Health Group

Schaumburg, IL

TCC – Technology Command Center responsibilities include:

Ops Bridge Monitoring and Triage

Incident Management and Change Activities Monitoring

Change verification based on defined ITSM priority definition and guidelines

Service restoration, Risk prevention, and Team Accountability

Proactively identify and raise awareness for incidents that may breach or may have incorrect Severity levels

Effectively communicate issues, incorrect Severity levels alert confirmations and status to teams

Utilize updated documentation, Monitoring Tools, and technical expertise to monitor and validate enterprise tech environment.

IT Specialist - 06/2018 to 10/2018

ALDI Corp, Aurora, IL

Triage issues and target contact resolution with the end users on every call or tickets

Document issues and adhere to the escalation process

Provide support to Field engineers and vendors

Identifies and responds to issues that require training of the end-user, partnering with the business and acting as liaison between Business Divisions and IT Operations

Suggest process improvements to the supervisors in areas that could positively impact the business process.

NOC Engineer - 10/2014 to 10/2017

GOGO AIR Chicago, IL

Responsibilities include Surveillance, Fault management, and Event notification of the network infrastructure.

Coordination and/or escalations of Network issues to the appropriate engineering /operations teams

Responsible for using Network management, monitoring, and trouble isolation tools and interpreting the results to successfully identify, understand and resolve network problems and improve network performance

Identified, coordinated, and documented preventive, proactive, and corrective maintenance requirements

Supported network projects such as software or hardware upgrades, network expansion, and data collection activities.

Data Center Support Admin - 12/2013 to 05/2014

UL Northbrook, IL - Contracted to Unisys/Collabera

Monitored data center servers for onsite and offsite, timely startup and completion of daily backups, Restores, Batch processing, Tape vaulting, and offsite storage

AutoSys – batch processing, monitoring, troubleshooting, and escalating to make sure daily production job

Completion

Education:

AAS Computer Science - William Rainy Harper College Palatine, IL

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