Engineer Customer Service

Frank Martinez

**** ** **** ** ***** FL, *****

786-***-**** *****************@*****.***

Dedicated and flexible support specialist with ten years of hands on information technology experience seeks new opportunities that can benefit from a proactive approach to systems and data center support. Customer service oriented individual with sound technical skills, and a passion for problem solving. Analytical and responsive in fast paced information system environments in which up time and service levels are mission critical. Team player with an action oriented approach to daily troubleshooting and team projects.

Professional Experience

Project Consultant / Support Engineer (Contractor), Trivergis; Miami, FL (4/10 – Present)

Consulting for clients interested in cutting-edge open-source technology. Research and provide information on technical trends and solutions. Advise on options, risk, cost vs. benefit and other business priorities. Design, create and execute project work plan dependent on customer needs and proposed budget. Review and revise according to changing needs. Manage operational aspects of project and scope. Review deliverables prior to handing over to client. Create documentation and work-flow diagrams, maintain current properly stored.

Linux installation, configuration and administration, maintenance; high availability, clustering.

Apache installation, configuration and administration, maintenance; virtual sites, web applications.

MySQL (clustered and stand-alone) installation, configuration, maintenance.

Linux Systems Engineer, Telefonica USA; Doral, FL (7/05 – 03/10)

System Administrator for mission critical internal systems. Level 2 System and Hardware support for Linux/HP-UX data center customers. Lead engineer for TData's CA eHealth Performance Monitoring and Reporting system. Designing and customizing resource management, monitoring and reporting to meet customer needs. Configuration and support of Webtrends 6.1 and 8.1 with over four-hundred domains.

Maintained support and licensing contracts with hardware and software vendors.

Coordinated with customers and project managers to determine the best options for monitoring sensitive systems.

Hands and Eyes for remote network engineers for initial configuration. Primarily worked with Cisco 5500/6500 Series switches.

Provide both system and hardware support for Linux, HP-UX, Solaris systems.

ESMC Support Engineer / Level 1 Support, Telefonica USA; Doral, FL (8/03 – 6/05)

Provided corporate helpdesk support for our US and Puerto Rico data center employees and clients. Responsible for monitoring and reporting of system resources and network traffic trends to ensure our clients 99.995% service level agreement uptime. Daily system maintenance and troubleshooting for Windows and Unix/Linux hosts; including virus and system updates, backups and log rotations.

Monitoring of network traffic for web portal environments with Netcool, Concord, BigBrother, HostMonitor.

Documentation and reporting of issues and events through PeopleSoft, Remedy, CA Unicenter ServiceDesk and AGSI

Rotation and monitoring of backup schedules with Legato Networker.

Assisted in the migration of our Puerto Rico facilities to our Miami Network Operation Center.

Support Engineer, Starmedia Network Inc.; Miami, FL (4/01 – 7/03)

Supported all web servers hosting Starmedia.com and related web portals for Bellsouth Latin America. Collaborated in deploying global corporate infrastructure including server hardware and operating system setups. Worked with network security to develop information security process and procedures.

Responsible for maintaining and supporting all daily backups through the use of Legato and ArcServ for all data centers which included AT&T, Bellsouth, Exodus and Verio.

Assisted in the physical migration of our data centers in New York to Miami with over 250 servers with minimal downtime and still exceeding our SLAs.

Implementation of open-source NetSaint Network Monitor as a cost effective solution for monitoring all mission critical servers running Windows and Linux/BSD variants.

Monitored Web Portal traffic and statistics with Webtrends.

Education

Red Hat Certified System Administrator (RHCSA)

Miami-Dade College – Associates in Computer Information Systems

Technical Skills

Operating Systems: Linux (RHEL, SuSE, CentOS, Debian), HP-UX 11, Solaris 9 &10, FreeBSD, OpenBSD, Windows 2000/2003 Server, OS/400.

Software: Webtrends, Tivoli Netcool/Omnibus, eHealth/Concord, BigBrother, Asterisk, LDAP, Nagios, Snort, HP OpenView, Apache, Tomcat, MySQL (LAMP), PeopleSoft, UniCenter ServiceDesk, Remedy, NMIS, VMWare, CrystalReports.

Technologies: NFS, RAID Array, TCP/IP,

Hardware: Intel based Dell PowerEdge and HP Proliant servers, Sun UltraSPARC servers, and HP 9000 server series, HP Superdome 2 (32 Socket), HP-EVA SAN, Cisco 5500 Series, F5 Big-IP, EMC.

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