Resume

Heather Renee Reynolds

***** ******** ****** ***. **

Reston Virginia, 20191

571-***-**** home 336-***-**** cell

*******-********@*******.***

Objective:

To transition into a full time mid-level position that utilizes my excellent customer service skills and adequate technical skills and experience. I desire advancement opportunity and growth with a progressive organization.

Experience:

SAIC

NOC Support Analyst, Alexandria VA April 11 – Present

• Monitor CA Spectrum for alerts from servers and report any exceptions

• Monitor Big Brother for Unix server applications and report any exceptions

• Monitor Sensaphone for nationwide data center environment’s and report any exceptions

• Monitor NetCool for server process and application failures and report any exceptions

• Monitor NetIQ for Windows server process’s and applications and report any exceptions

• Monitor data center chillers units and make sure server cabinets are secure

• RDP/SSH to servers to insure that the servers are still on and check logs

• Escalate and report server alerts and issues

• Incident Management and facilitation processes

• Create and track Incidents ticket using ITSM ticketing system

• Create daily Shift Log for NOC team

• Assist with Helpdesk issues after normal business hours

• Maintain effective communication between the NOC and the On-Call engineers

Clearsoft Dec. 10-Mar. 11

NOC Analyst for Comcast, Reston VA

• Monitor SCOM for alerts from Sharepoint Servers and any report exceptions

• Escalate and report server alerts and issues

• Monitor SAN arrays and facilitate drive replacements

• Monitor servers for disk drive failures and facilitate replacement

• RDP to servers to perform various checks and processes

• Serve as Incident Management Coordinator

• Facilitate processes and procedures during outages and incidents

• CAB and Change Management processes

• Track incidents with Outage Tracker

• Track maintenance with Maintenance Tracker

• Create daily shift log for NOC team

• Create Self Service tickets using Remedy ITSM

• Trouble shoot Business Class customer email issues

Mantech (Trantech) Dec 09 – Sept.2011

EOC Support Analyst, Sterling VA

• Monitor HP Openview alerts for NOC and report any exceptions

• Escalate and report server alerts and issues

• Update server outage schedule using Exceed

• Create tickets using Remedy ITSM for end users and to record issues related to the Network Operations Center

• Account creation and password reset on Linux, Unix, TRU64, and Open VMS servers

• Reset passwords for Safeboot, Novell, Active Directory and MacAfee Endpoint

• Reset RSA token passwords for users

• Serve on Incident Management Team

• Maintain and monitor Personal Identifiable Information for IT Security Department

• Monitor data center chiller units and PDU output readings

• Escort any un-badged personnel into secure data centers and offices

• Create daily shift summary report for management

• Create weekly facilities report for management

Wackenhut Corporation Jan. 03 – March 09

Control Room Operator, Winston-Salem NC

• Monitor CCTV for intruders and emergencies

• Used Mastermind to test fire and emergency alarms and alerts

• Monitor Mastermind for fire alarms and fire suppression devices and report any exceptions

• Monitor Lenel for security door alarms and report any exceptions

• Monitored radio traffic for emergencies and also dispatched emergencies via 800mghz radios

• Conducted and monitored facilities shelter in place and evacuation drills

• Dispatch emergencies to appropriate agencies when needed

• Maintain a secure facility by issuing clearances and access for visitors and employees

• Demonstrate confidence and integrity in procedure and protocol

• Train new hires and employees

Sears and Roebuck July 02 – Jan. 03

Merchandising/Customer Assistance, Winston-Salem NC

• Maintained appealing and well organized merchandise display on sales floor

• Provided customers with superior service and assistance with purchases

• Initiated interaction with customers to promote sales

• Inventory control and stocking merchandise to shelves

Corning Cable Systems July 1999 – July 02

Warehouse Associate, Winston-Salem NC

• Maintained Fiber Chamber by receiving and stocking optical fiber

• Issued fiber to various departments for manufacturing into cable

• Tested fiber for breaks and defects

• Stocked warehouse shelves and loaded trucks

• Maintained nightly inventory by doing cycle counts using AS/400 queries

• Trained new hires and employees

•

• Education:

• Art Institute of Pittsburgh 2007

• Residential Planning Diploma

•

• Thomson Education Direct 2005

• Interior Decorating Diploma

Computer Skills:

CA Spectrum, Big Brother, NetCool, HP Openview, SCOM, Lenel, Mastermind, Remedy ITSM,

Front Range ITSM, TracIt ITSM, Basic Linux Commands, Cisco Call Manager, Basic AutoCAD

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