Senior Systems Engineer
Resume:
Jonathan Wong Phone: 508-***-****
** ******* **** *****: *******@*****.***
Dartmouth, MA 02747
SUMMARY: Perform daily operational tasks in support of a Global Network system. Provide support in a
HelpDesk, Network Operations Center (NOC) and computer operations. Maintain systems,
network, applications, and backups throughout the corporation. Perform assigned tasks to meet
business requirements in a timely manner. Consults with higher-level analysts on problem resolution.
TECHNICAL SKILLS:
Microsoft: 2000, 2003, XP, and Vista Operating Systems;
Microsoft Office Suite - Word, Excel, Power Point, Access, Project, and Visio.
Email: MS Outlook, and Lotus Notes
Network: LAN/WAN, TCP/IP, OpenView, CiscoWorks (What's Up Gold and ManageX), Switches, Routers (Cisco 2950-24/48), DW7700 Satellite, Firewall, DNS (QIP Management), and VPN.
Call Handling: McAfee, Magic Help Desk, and Peregrine.
Backup Devices: Tivoli TSM, VERITAS, and ARCserve.
Systems: IBM RPG II, JCL, Batch Procedures, and Robot Client; VAX Cluster - Open VMS, DCL,
Languages: SQL - MS SQL Server, Ingress, Sybase, Oracle, and SAP; Basic, COBOL, FORTRAN, and Pascal
Telephony Switches: Summa Four SS7, Excel, and VRU.
EXPERIENCE:
JVT Advisors, Andover MA(Contracted to TJX Companies) 6/07 - 10/08
Technical Support Specialist (Dept: Network, Store, Corporate, and Software Management)
* Provide problem research, isolation, resolution, follow-up, routing and escalation as required.
* Provide additional support, infrastructure, administrative and other duties as directed by management.
* Strong knowledge of PC hardware and Microsoft operating systems.
* Experience in a customer service or call center environment.
* Strong communication and phone skills, excellent problem solving, analytical, and customer service skills.
* Receive and resolve information from customers
* Experience working and configuring Cisco Routers and switches, firewalls, and VPN.
* Familiar in Cisco command line interface / IOS and devices and experience.
* Specific knowledge and hands-on experience with Cisco products, VPN/VLAN, IP level security, TCP/IP, Firewall (PIX).
Jonathan Wong Phone: 508-***-****
10 Boxwood Lane Email: *******@*****.***
Dartmouth, MA 02747
Acushnet Company, Fairhaven, MA 12/00 -03/07
Network Operation Shift Supervisor
* Provide 1st and 2nd level support to users on Help Desk, IBM AS400and server operation and maintenance of a Global Network infrastructure.
* Monitor user's applications and operational architecture through a Network Operating Center (NOC) environment.
* Report on system and network performance related issues.
* Ensure system installations are in accordance with standard procedures and Service Level Agreements.
* Respond to alarms in accordance with department procedures.
* Escalate issues when appropriate quickly and efficiently to solve problems
within Service Level Agreement (SLA) requirements.
* Provide support of customer SLA processes. The functional steps of change requests and trouble ticket submissions.
* Perform other daily operational tasks as required by business requirements.
* An individual that can take direction and work independently with limited supervision.
* Professional demeanor with strong verbal and written communication skills
to interact with technical and non-technical people, team members, users, customers, vendors, or management team.
* Strong problem solving and analytical skills, ability to prioritize work to ensure deadlines.
* Work outside of regularly scheduled hours, and on-call support.
Projects:
* Installation and configuration of Tivoli Storage Manager on Windows Client Software.
* In depth knowledge of Tivoli Storage Manager architecture, operations and troubleshooting
* Managed the Tivoli Storage Management environment, including creating or changing requirements for systems programming, applications programming, networks and computer operations.
* Defined and implemented solutions using the TSM platform, and implement system enhancements (software and hardware updates) that will improve the performance and reliability of the system.
* Managed load configuration of TSM and makes recommendations for purchase or upgrade of systems.
* Coordinate equipment and facilities orders, installation, system planning, upgrading, monitoring, testing and servicing and approve action requests and specifies purchase requirements.
Process Software Corporation, Framingham, MA 06/96 - 12/00
Technical Support Engineer II
* Oversee the operation and performance of the network (WAN/LAN) computer systems, communications, and
components that comprise the local and wide area network.
* Provide technical and administrative support for AS400, 2000, 2003, and XP. Support Microsoft applications and
proprietary software and the network throughout a worldwide operations.
* Assist any department in handling system and security administration tasks and projects.
* Monitor and administer the operation and performance of the global enterprise network, which includes backbone
routers, servers, internet gateways, client sub-network connections, computer terminal servers, scanners, and
computer and communications equipment.
Jonathan Wong Phone: 508-***-****
10 Boxwood Lane Email: *******@*****.***
Dartmouth, MA 02747
* Ensure that system and on line applications are available and production schedules are completed within pre-
established guidelines.
* Provide security and system administration for the enterprise.
* Collect and maintain utilization, performance, and capacity statistics for computer and communications resources
for review and analysis.
* Hands on experience working in a mid-range and mainframe computer environment experience with networked
personal computers and desk operation.
Open Development / Glenayre, Norwood, MA 01/94 - 06/96
Technical Support Engineer II (Unix/SS7/Excel/Oracle)
* Provide technical support by remote to customers world-wide in reproducing and debugging customer problems.
* Excellent analytical, organizational, prioritizing, and interpersonal skills as well as written and oral.
* Maintain customer calls and problem information identify technical solutions and software problems, interface with Engineering for product modifications, and provide feedback and input to management regarding key customer issues.
* Customer oriented and a team player with exceptional problem solving skills.
Digital Equipment Corporation, Maynard, MA 11/87 - 08/93
Sr. Programmer Analyst/Sr. Product Support Engineer
* Provided phone/email/fax support to customers in utilizing products properly.
* Work with engineering in developing and implementing new or modified solutions. As well as working closely with
the sales department in supporting pre-sales customers.
* Excellent written and oral communications skills.
* A team player in a challenging work environment troubleshooting software and hardware problems.
EDUCATION:
1995 B. S. - Business Information Systems
University of Massachusetts - Dartmouth, Dartmouth, MA
1983 A. S. - Computer Programming
A. A. - Business Administration
Bristol Community College - Fall River, MA
Jonathan Wong Phone: 508-***-****
10 Boxwood Lane Email: *******@*****.***
Dartmouth, MA 02747
CERTIFICATIONS:
2006 Active Directory Training Certificate
2005 Tivoli Storage Manager Administrator Certificate (More Group)
2002 A+ Certification
REFERENCES: Furnished Upon Request
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