Network Management

*** ******* ***** • DESOTO, TX *****

PHONE 972-***-**** • E-MAIL ***.*****.********@*****.***

DON M.WILLIAMS

EDUCATION

*/**/** ***** ********** Irving, TX

B.S. Telecommunications Management

AREA OF SKILLS

8+ years experience in telecommunications and networking.

Specialize in fault-isolation, installation, maintenance, and repair of network services.

Widespread exposure to both service- provider and enterprise network environments.

Strong working knowledge of Cisco routers and switches.

Strong working knowledge of WAN’s (T1s, T3s, Frame-Relay, MPLS, ISDN, etc.)

Strong working knowledge of LAN’s (VLAN’s, 10/100 Ethernet, Gigabit, TenGigabit, etc.)

Strong working knowledge of TCP/IP, EIGRP, BGP, OSPF, & RIP.

Strong working knowledge of network sniffers and probes.

Adapt well to challenges and changing conditions in fast-paced, deadline oriented environments.

Possess a highly developed set of interpersonal skills - able to interface successfully with a public of diverse socio-economic backgrounds, as well as associates and management at all levels.

Professional attitude emphasizing reliability, integrity, teamwork and the willingness to work as needed to get the job done.

Excellent communications skills, both verbal and written.

PROFESSIONAL EXPERIENCE

10/10 –Present Hewlett-Packard MRS (Managed Router Services) Plano, TX

Technology Consultant IV (Tier 3 Network Support)

Troubleshoot WAN connectivity using frame relay, T1/T3, MPLS, high-speed Optical (OC3’s – 192’s) and ISDN.

Troubleshoot routing protocols such as EIGRP, IGRP, BGP, and OSPF.

Troubleshoot the operation of redundant failover with HSRP and dynamic routing.

Troubleshoot LAN connectivity for remote office customers.

Troubleshoot switching problems dealing with VTP, STP, inter-VLAN routing and trunking.

Troubleshoot various connectivity problems involving VPN technology.

Troubleshoot improper installation of LAN/WAN equipment such as dial and leased line modems, CSU/DSU’s, multiplexers, load balancers, routers and switches and interface with various network engineering teams to ensure installations are implemented correctly going forward.

Implement change records according to our change procedures for MRS (Managed Router Services).

Update network diagrams using Visio after change records are implemented.

Write problem analysis reports to agreed formats detailing Reasons for Outage and measures to prevent reoccurrence.

Perform proactive audits on network devices using MDL and other tools.

Coordinate with Network Engineering after an outage has occurred as a result of a bug to perform network scans of the infrastructure to identify where bugs exist.

Perform root cause analysis for all network outages for the MRS team.

Develop, improve, implement and deliver superior Network Operations support to the HP Managed Router Services (MRS) infrastructure.

Escalate issues and/or outages to regional and/or global engineering teams.

Coordinate with Network Engineering to remediate any bugs found in our environment and help document the found bugs.

Serves as a mentor to tier 1 and tier 2 network support technicians.

7/05 – 10/10 Citigroup Global Network Operations Irving, TX

Infrastructure Senior Technical Analyst (Level 3)-Problem Management Team

Troubleshot WAN connectivity involving frame relay, T1/T3, MPLS, high-speed Optical (OC3’s – 192’s), ISDN, and provided root cause analysis for outages involving these technologies for the Global Network Control Center (GNCC).

Troubleshot routing protocols such as EIGRP, IGRP, BGP, OSPF, and provided root cause analysis for outages involving these technologies for the Global Network Control Center (GNCC).

Troubleshot the operation of redundant failover with HSRP and dynamic routing and provided root cause analysis for outages involving these technologies for the Global Network Control Center (GNCC).

Troubleshot LAN connectivity and provide root cause analysis for outages involving these technologies for the Global Network Control Center (GNCC).

Troubleshot switching issues including VLANs, trunking, VTP, STP, and inter-VLAN routing and provided root cause analysis for outages involving these technologies for the Global Network Control Center (GNCC).

Troubleshot various connectivity problems involving VPN technology and provide root cause analysis for outages involving these technologies for the Global Network Control Center (GNCC).

Troubleshot improper installation of LAN/WAN equipment such as dial and leased line modems, CSU/DSU’s, multiplexers, load balancers, routers and switches to provide root cause analysis for outages involving these technologies for the Global Network Control Center (GNCC).

Updated our documentation database (Netinfo) with updated Visio network diagrams to assist analyst with troubleshooting.

Coordinated with Network Engineering after an outage has occurred as a result of a bug to perform network scans of the infrastructure to identify where bugs exist.

Coordinated with Network Engineering to remediate any bugs found in our environment and helped to document the found bugs.

Identified and documented chronic issues Citi’s service providers and worked with them to remediate these issues.

Identified problems when technicians caused outages after performing router, switch, and other hardware maintenance and provided root cause analysis for these outages to senior management.

Served as a mentor to peer-level and junior problem analysts in the role of Team Lead.

Coordinated employee reviews, one on one meeting and employee training programs.

Change Management Technical Analyst (Level 2) - Change Management Team

Implemented all network changes for the Global Network Command Center (GNCC), Network Engineering and Network Integration.

Implemented new circuit implementations for new Citi branches (CitiFinancial, CitiMortgage, CBNA, Smith Barney).

Monitored and troubleshot WAN connectivity using frame relay, T1/T3, MPLS, high-speed Optical (OC3’s – 192’s), ISDN, and POTS DBU post change implementation to ensure full connectivity for new network services.

Implemented and troubleshot routing protocols such as EIGRP, IGRP, BGP, OSPF, and RIP post change implementation to ensure full network connectivity is in place.

Implemented and troubleshot the operation of redundant failover with HSRP and dynamic routing changes.

Implement and troubleshoot new LAN connectivity changes for Citi branches.

Implemented and troubleshot multilayer switching, VLANs, and trunking on Catalyst switches including VTP, STP, and inter-VLAN routing changes.

Implemented and troubleshot various connectivity problems involving VPN technology for new B2B (business to business) locations for Citi.

Integrated new LAN/WAN equipment such as dial and leased line modems, CSU/DSU’s, multiplexers, load balancers, routers and switches.

Approved and implemented security permissions to include access lists and authentication for different lines of business within Citi.

Updated current network documentation in Visio once new infrastructure is added into Citi’s infrastructure.

Daily implemented IOS and CatOS upgrades as a part of the daily BAU (Business As Usual) change process.

Performed basic UNIX operation for syslog, tftp, & ftp functions to download new Cisco IOS and CatOS images from Cisco and also download images to devices.

Implemented new WAN optimization appliances such as Steelhead Riverbeds.

Performed OS upgrades for existing WAN optimization appliances such as Steelhead Riverbeds.

Performed new additions (VIPs, Pools, and Virtual Servers) to load-balancing appliances such as F5 BigIP’s, 3DNS and Citrix NetScalers.

Served as a mentor to peer-level and junior change management analysts in the capacity of Deputy Team Lead.

Coordinated employee reviews on a quarterly, mid-year and end of the year basis as part of my Deputy Team Lead duties.

Infrastructure Junior Technical Analyst (Level 1)

Monitored and troubleshot WAN connectivity using frame relay, T1/T3, MPLS, high-speed Optical (OC3’s – 192’s), ISDN, and POTS DBU.

Communicated with service providers to solve vendor-provided connectivity issues.

Monitored and troubleshot routing protocols such as EIGRP, IGRP, BGP, OSPF, and RIP.

Monitored and troubleshot operation of redundant failover with HSRP and dynamic routing.

Monitored and troubleshot LAN connectivity.

Monitored and troubleshot multilayer switching, VLANs, and trunking on Catalyst switches including VTP, STP, and inter-VLAN routing.

Monitored and troubleshot various connectivity problems involving VPN technology.

Managed LAN/WAN equipment such as dial and leased line modems, CSU/DSU’s, multiplexers, load balancers, routers and switches.

Diagnosed and resolved complex network problems related to the Citigroup’s vast national and international network with tools such as HP Openview, Network Associates Sniffer, Netcool Management System, and SMARTS.

Reviewed access control lists and other security permissions to ensure they were implemented correctly.

Communicated with internal and external customers to assist with troubleshooting mainframe and server issues as they relate to network connectivity.

Performed network scans to identify where network devices are not running the correct IOS/CatOS code and notify the appropriate teams to implement upgrades.

Supported WAN optimization appliances such as Steelhead Riverbeds.

12/03 – 6/05 Verizon Operation Support Center Irving, TX

Tier3 Network Operation Support Center Associate

Provided network support for Verizon Internet Operations (VIO) and Verizon Information Technology (VIT) customer-facing messaging servers, news servers, sales applications, provisioning applications/servers and network infrastructure servers and applications.

Monitored and supported Verizon Internet Operations (VIO) and Level 3 circuits and switches.

Used network-monitoring tools such as BMC Patrol, IP Insight, HP OpenView, Robomon, Systems Seer, Vantagemon, and WhatsUp to monitor and diagnose network latency or failure.

Accessed Verizon Internet Operations (VIO) servers and tested functionality via DSView or console.

Added and removed servers from Alteon load balancer via telnet or ssh.

Performed diagnostics on servers in Alteon load balancers via telnet or ssh.

Utilized various tools from the security department for Spam abusers and customer lookup information.

Performed physical maintenance on failed servers, routers and switches in datacenter.

Maintained and facilitated all Verizon Internet Operations (VIO) tech bridges for planned maintenance and severity 1 outages.

Provided last-stop support for all Verizon call centers in the US and abroad.

Used Remedy trouble ticket system to record all the transactions that are done on a day-to-day basis.

Used Whiteboard notification system to notify all call centers of network outages.

Modified and updated current databases for conformity for Operation Support Center (OSC) group.

2/03 – 12/03 Fidelity Investments Irving, TX

Global Network Operation Center/Disaster Recovery Services Intern

Diagnosed and resolved complex network problems related to the Fidelity network with tools such as HP Openview, Network Associates Sniffer, and Netcool Management System.

Entered problems issues/tickets into PACE ticketing system.

Monitored ATM backbone infrastructure and SNA lines with monitoring tools such as RUMBA and Telenex.

Contacted carriers regarding frame relay circuit issues when investment centers are experiencing network connectivity problems.

Managed data, voice, and Internet platforms in the data center for our corporate network and for all domestic and international investment centers.

Managed LAN/WAN equipment such as dial and leased line modems, CSU/DSU’s, and multiplexors via the use of the CMS400 network management system.

Planned and coordinated network implementations/changes with the different FMR business units, networking vendors and other technology groups with Fidelity.

Monitored and configured Cisco routers and Catalyst switches to provide maximum network connectivity.

Monitored and configured F5 Networks BIG-IP virtual servers and nodes on Fidelity’s Internet platform.

Monitored and configured F5 Networks 3-DNS Controller for load balancing on Fidelity’s Internet Platform.

Created and modified Access database queries and data access pages for weekly reports.

Wrote scripts for automation of searches for internal database with the use of MKS toolkit.

Contacted business units in Dallas data center to ensure they have a business contingency plan in place and document all pertinent information to the Business Contingency Plan (BCP) book.

3/02 – 7/02 Faith Christian School Grapevine, TX

Intern-Network Administrator

Built patch cables and installed patch panels in remote locations at Faith Christian School.

Upon completion of building cables, tested cables with a cable tester and labeled all cables at both ends of the cable.

Contracted with Verizon to order network services to be installed in remote locations at Faith Christian School.

Once DSL was installed at the remote locations, installed a total of 15 workstations running Windows NT workstations.

Ordered Linksys hub and a Linksys router to connect workstations and allow them network connectivity

Configured the Linksys router with one static IP address and using its DHCP capabilities assigned each workstation a private IP address.

Configured MS Outlook for e-mail capabilities. Assigned usernames and passwords to enter Outlook, and configured the POP3 mail accounts in the remote locations to retrieve the e-mail.

Set up file and print sharing for remote sections of the network.

Provided a detailed wire map, and network topology using Microsoft Visio.

Provided a Microsoft Outlook user guide for new users in the remote location.

TECHNICAL SKILLS SUMMARY

Operating Systems: Windows 95, 98, NT, 2K, ME, XP, Red Hat Linux 7.0, Mac, Sun, and Cisco IOS, Cisco CatOS.

Programming: Visual Basic 6.0, HTML 4.0

Network Management tools: Netcool, Sniffer, PACE, HP Openview, CMS 400, System Seer, Robomon, Vantagemon, Whatsup, BMC Patrol, IP Insight, Telenex, and SMARTS.

Software: Microsoft Office (Access, Excel, Word, PowerPoint), Microsoft Visio, Microsoft Project, Microsoft FrontPage, Macromedia products, and MKS Toolkit.

Networking Principles: TCP/IP, WAN/LAN Management, BGP, OSPF, ACLs

Hardware: Cisco routers and switches, csu/dsu, multiplexors, F5 load balancers.

Certifications: CCNA, CCNP, CCIP

Contact this candidate