Network Support Administrator

R. Perry Lawson

**** ****** ******, ********, *****, 75071

Cell :972-***-**** - Email: **********@*****.***

CAREER OBJECTIVE: Information technology position, applying network and

system support skills to produce uninterrupted technical service.

EDUCATIONAL BACKGROUND

Collin County Community College, Frisco, TX

Intro to Window NT Workstation 4.0, Technical writing, Network Essentials,

Windows NT Workstation 4.0,Windows NT Server 4.0, Internetworking with

Microsoft TCP/IP on Microsoft Windows NT 4.0, Cisco Local area Network

Design & Basic Router Configuration Cisco Network I, II, III & IV.

Introduction to Telecommunications, 3D Design and Photography

TECHNICAL SKILLS

Hardware: PC's & Laptop Repair / Tech Support III/ Cisco router & Switch

Configuration 881 series, 1700 series, 1800 series, 2600

series, 2900 series, 3500 series, 3600 series. 3700 series 3800

series, 6500 series, 7500 series, Nexus5548

Software: MS-DOS, MS Windows for Workgroups, MS Windows 95, MS Windows

Workstation NT 4.0, MS Windows NT 4 Server, MS Windows NT Server

3.51, MS Excel, MS Word, MS Outlook, MS 2000 Professional, MS XP

Professional, MS Vista, MS Windows 7, Internet Explorer, Fire

Fox, AutoCAD 12, AutoCAD 14, UNIX, Prisma (CADD), Buring-Cadd

systems, McAfee's Remote Desktop, Visio, Cisco System VPN

Client, MS Windows NT Workstation 3.51, MS Windows NT Server

4.0, HTML, Active Server Program, Basic Router and Switches

Configuration Cisco Equipment, Cisco Voice over IP phone (VOIP),

Cisco call Manager, Cisco Unified CM Administration, Cisco

Unity, CICs, NetCool, NetQos, Peregrine, Remedy, Maximo,

Service Now, Clarify, SharePoint, Visio, Citrix.

Special Skills: Web page design and maintenance, recommendations for

modification of current tools used.

Certifications: Microsoft Certified Professional Windows NT Workstation

4.0

Microsoft Certified Professional Windows NT Server 4.0

Certificates: Basic Router and Switches Configuration Cisco Equipment

Custom Windows Pro 2000, Computer Network Technology

Software

EMPLOYMENT HISTORY

CompuCom, Dallas, TX / Insight Global Inc. Dec 2012 to March 2013

Network Administrator -I Support for Ameriprise Financial

. Supporting the Enterprise Network Operations Center for the Ameriprise

Finanical group.

Daily troubleshooting of CISCO networks, LAN/WAN, VOIP and other

network problems.

. Using various diagnosing Cisco router command lines to trouble shoot

protocols issue with TCP/IP, and BGP.

Trouble shooting network connectivity issue with TCP/IP and BGP

circuits with the Telco provider.

. Diagnosing various Cisco switches and routers connectivity issue that

occur during business hours.

. Daily documentation on issue for ticket turnover, process that was

running threw the day.

. Monitor changes management for outages that may occur during normal

business hours.

. Diagnosing various Cisco router and switch connectivity issue threw

out the day to be resolved or escalated.

. Diagnosing and trouble shooting Cisco VIOP issue with circuit along

with escalating issue to TELCO provider.

. Trouble shooting issue with Cisco Call Manager and escalate per

procedure.

. Trouble shooting Cisco VOIP phone issue with user to unlock

password/reset passwords with Cisco Unity

. Trouble shoot Cisco Unified CM Administration: User interface password

reset for Cisco Phone web page.

. Trouble shooting Lei Brent UPS/PDU issues with outage do to loss of

power or hard ware issue.

. Extensive remote network connectivity (Phone support, remote access)

. Monitor Network issue using NetQos Reporter Analyzer to find issue

network connectivity issue and over utilization on the network.

. Monitor Network alarm, topology information, accessing node using EMC2

Lonix Global Console monitoring tool.

. Create trouble incident and updating incident in Service Now to track

issues to resolution.

. Supporting network software, and hardware with in negotiated Service

Level Agreements (SLAs).

. Implementing Information Technology Infrastructure Library (ITIL)

Foundation into daily operations.

. Training on Security Awareness, GTO Health Check, AFI NetQOS.

Hewlett Packard ( HP ), Plano, TX 2002 to 2012

Technical Solutions Rep V -Network Support for Bank of America

. Setup up user access for application for Ticket system, Network access,

Firewall access for EDS/HP and Bank of America, E-Page Web access,

Information Change Management Database access, Sand Database Web access,

EDS and Bank of America Web portal access, Netcool CICS Alarm monitoring

tool, Escalation Web site access, ITEN access, Mars, Citrix Server access

and Nortel Monitoring application, Network router access, Web site Access

to Vendors Website ATT, Bellsouth, and MCI/Verizon, Cisco Web site

access, Knowledge base Web site, Exchange profiles.

. Provide support for Cisco Field Engineers by walking them through

troubleshooting steps when remote access is impossible. Also work with

other Field support to help resolve network issues and Automated Teller

Machines, (ATM Machine) issue.

. Work on setting up configuration on Cisco devices, VOIP, TACACS, Cisco

Call Manager, Cisco Unity, Legacy voice, changes in router, switches

configuration and installing Cisco software upgrades for Bank of America

account at the Plano Network Operation Center.

. Diagnose various LAN/WAN, Wireless, VOIP and ISDN network problems along

with TCP/IP, Frame Relay, MPLS, BGP circuit

. Place calls to proper entities to assist in resolving connectivity

issues.

. Create trouble tickets in Maximo, Peregrine System's Service Center to

track issues to resolution.

. Utilized programs to analyze performance problems and make

recommendations on how to best resolve software problems.

. Monitor Network alarm, topology information, accessing node using CICS

NetCool

. Running report and query on Network alarms there CICS Netcool.

. Setup Citrix server access with security permissions for remote Citrix

desktop to logon.

. Setup Citrix virtual desktop application to access servers along with

Cisco devices.

. Support NOC user on Windows OS and applications along with standardizing

workstation and laptops, peripheral connection, shared drives, proxy

issues and with Microsoft Office products.

. Supporting network software, and hardware with in negotiated Service

Level Agreements (SLAs).

. Provide training to new users and mentoring technicians with less-

experience.

. Writing procedural documentation on monitoring alarms and updating the

documentation along with updating SharePoint documents that are related

to the alarms. Designing SharePoint documents related to the procedural

document on new alarm response.

. Meet with management along with the Tools team on new device that are

coming on the network and what procedure that will need to be taken along

with the writing the procedures documents for the monitoring tool.

. Understanding in Information Technology Infrastructure Library (ITIL)

Foundation and Information Quality Management System (IQMS)

. Implementing Information Technology Infrastructure Library (ITIL)

Foundation into daily operations.

. Worked in Incident management, Problem management and Change management

on issue related to the Bank of America account. Related to network

issue, hardware issues, voice over IP issues, outages, and outage related

to weather.

EDS, Plano, TX 2000 to 2002

Help Desk Coordinator

. Work as part of the help desk support team for the (COE) Constant Office

Environment internal support

. Supporting software application: remote access service (RAS), Virtual

Private Network (VPN), Microsoft Office application, and Microsoft

operating system a long with Dell PC and Laptop hardware.

. Supporting configuration, installation, connectivity, access,

troubleshooting and password reset.

. Dispatching field service support to vender site on equipment repair.

. Documenting new procedure and submitting to the knowledge base

. Follow up on procedural guidelines in respond to researching customer's

questions

. Support for remote PC and WAN dedicated for a business to business

communication

. Responsible for diagnosing issues, communicating resolutions via

telephone and escalating to the appropriate support group.

. Work as part of the help desk support team for the EDS 7-Eleven Vendor

Terminal System (VTS) account for business to business issues.

. Maintain the 7-Eleven Vendor database in Paradigm ticketing system.

. Coordinate the new installation of VTS equipment to vendor site and

between departments.

. Follow up on procedural guidelines in respond to researching customer's

questions.

. Work as part of the help desk support team for the EDS University

internal support team.

. Support users on the installation of course software and configuration

setting.

. Support users on course credits, course changes, course scheduling,

course requirements, course history and course canceling.

. Maintain the EDS University email box and process user request on course

information and the EDS University ticketing system.

JC Penney Company, Inc. Plano, TX

Technical Design Specialist

1994 to 2000

. Provided designed and technical support for the effective and economical

preparation of physical or decor plans.

. Conducted surveys of facilities included in assigned projects in order to

provide information needed to develop architectural and/or decor plans.

. Provided technical design input for preparation of required finished

drawing and related material relative to assigned jobs.

. Checked from a technical standpoint shop drawings, plans and

specifications for completeness, accuracy, and conformance to established

company drafting standards. Maintained up-to-date awareness of criteria

and standards.

. Designed and maintained JC Penney Cycling Club Web Page using Active

Directory Domain Services.

Systems Coordinator

. Supported Construction Services Department user in operation of LAN,

CADD, PC and mainframe based system regarding the operation of Local Area

Network (LAN).

. Monitored the performance of all, PC hardware, mainframe bases systems,

and PC software. Insured operating systems were running efficiently and

with minimal disruption.

. Evaluated end users training needs assisted in development of training

materials and procedural manuals and conducted training on PC and

mainframe applications as necessary.

. Provided input to design, development testing and installation of new

systems and enhancement to existing system.

. Installed, UN-installed, relocated and assured operation of systems and

equipment located in the department. Maintained inventory of equipment

and configurations. Identified, analyzed and resolved end users' hardware

and software problem.

CADD Operator/Technician "B"

. Assisted in all phases of CADD production including assisting manager

with setting up a library along with its associated utility database.

. Incorporated Electrical Lighting & Power plans wherever necessary on the

floors along with keeping tabs on any problems. Maintained tabs on daily

progress of scheduling drawings.

. Reviewed problems with architectural and engineering firms about conflict

drawing.

. Supported transformation of UNIX (Prisma) drawings to AutoCadd for

modification.

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