| Candidate Information | | Title | Data Center Customer Service | | Target Location | US-TX-Plano |
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Click here or scroll down to respond to this candidateOBJECTIVE:To obtain a position of challenge and responsibility in data center analyst which a technical background and proven skill set would be of value. The ideal position would be debugging and problem resolution in IT Business solution and Internet technologies.QUALIFICATIONS:Eight year experience in Network performance and Technical training;Proven experience in network/hardware/operating system troubleshooting, hardware integration and maintaining LAN.Experience of installing, configuring, and navigating Windows 95/98/NT4.0/ME/2000/XP/2003/2008/2010 and Novell NetWare 4.11/5.0/6.5Experience of install, configure, troubleshoot, maintain, upgrade, and repair Desktop/Laptop/Network hardware and peripheralsFast learner and willing to learn new technologiesStrong customer service and troubleshooting skillsAbility to meet deadlines with budget.Productive self-starter with strong work ethic and well teamwork-orientedUnderstand and have experience on DC Networking solutions and activities (Install, configure and support) including Nexus 9K, 7K, 5K, 3K, 2K and virtual N1K switches.Extensive knowledge on Cisco NX-OS/IOS Platforms and Cisco Systems products.SKILLS:Hardware/platforms: PCs & compatible, LAN/WAN, Cisco Catalysts/Switches and Routers.Operating Systems: Windows 95/98/NT/2000/XP/2003/2007/2008/2010, DOS, AS400, UNIX, LINUXSoftware Applications: SQL Server 7.0/2000, Web Multimedia Design, Dream weaver, MS FrontPage and Netscape, Excel, Excel Macro, Visual Basic, Macromedia, Photoshop, MS Publisher, MS Access, Photoshop, Internet Explorer, Firefox, ChromeUnderstand Legacy Routing and Switching infrastructure including Cisco Catalyst, 3750, 3560, 6500, 4500, and various other Cisco Switches and Routers for analysis and migration proposes to newer technologiesInstall, configure, and support Cisco (3560, 2950, 6500, 4500, etc.) SwitchesInstall, configure, and support Cisco (2800, 2900, 2800, and 3900 series) Routers.Engineer solutions to integrate Routing and Switches into new facilities.Troubleshoot routing/switching issues such as VLANs, VTP, VPC, spanning tree issues and Routing Redistribution.Plan solutions to integrate Routing and Switches into new facilities.Plan solutions to update Routers and Switches into existing facilities.Experience with Cisco Putty/Secure CRT.Experience with SSH configuration and testing.Resolve client connectivity, interference, and other networking issues.Knowledge of ST, SC, and LC fiber optic technologiesExperience performing LAN/WAN hardware infrastructure changesKnowledge of LAN infrastructure to include Cisco Switches and RoutersKnowledge of LAN switch configuration technologies to include VTP, STP, QoS, and Cisco switch stack configurationsUnderstanding of troubleshooting Cisco switch configurations.CERTIFICATION:CCNA certified 2019.PROFESSIONAL EXPERIENCECharles Schwab Nebraska July 2022 August 2024Service Support AnalystKey Responsibilities24x7 Event/Alert/Incident Monitoring support for in-scope infra, Apps and Cloud ManagementMonitor in-scope infra, Apps and Cloud Management with various monitoring tools for example:Monitoring Tool: Moogsoft, Client, iTOM, Big Panda, SolarWinds, SCOM, Dynatrace, AppDynamics, Net cool, Tivoli, Client NNM, Client OVO, LogicMonitor, Grafana, Science Logic, ManageEngine, DataDog, VMware, WhatsUp Gold,, SiteScopeITSM Tool : Service NowAnalyze, acknowledge & record each & every Alert / Event / Situation in the monitoring tools & Create incidents as per their impact (Severity)Escalation & Notification to the relevant teams & stakeholders to ensure SLA compliance & minimal impact on the businessAct as a trigger for the critical incident management process by involving the technical & Critical incident management teamCoordinate with all the technical teams to assist in providing accurate & timely updates to the Technical Team and customer counterpart till issue resolutionCoordinate all faulty hardware replacement, capacity expansion, server installation/decommissioning & other project management initiatives with the vendors, partners, internal teamsAssist the team lead in updating the run book and other technical and process documents for the benefit of the entire teamEscalate any inconsistencies in the monitoring environment with respect to the monitoring tool configuration, alert thresholds, alert message enrichment & false alertsHandover any incomplete tasks, open alerts, incidents and outages reports to the next shiftDiscuss operational challenges and constraints in team meetings and with the management to ensure timely resolutionCoordinate with Hands and feet support team for Faulty Hardware replacementEscalate the Environment Monitoring Alerts to the H & F team and co-ordinate for resolutionCapture Alerts or Situation, then raise incident ticketsPerform SOP based support and escalate to respective Technology TeamsProvide environmental support and handle escalationsPerform end to end Incident Management for event-based incidentsMonitor Batch Job (Job Scheduling) Alerts and Handle Batch Job RequestsProvide phone support 24x7x365Initiates, coordinates and collaborate with Tools, Technology Team, Service Desk and Vendor managementReduces the workload of the technology tracks by performing Instruction based (SOP) troubleshooting and try to resolve Incident tickets at Command Center LevelAssist in High Severity Incidents: Initiate Critical Bridges and work closely with CIM/MIMBatch Job Scheduler: Control-M, Autosys, Redwood, Dollar Universe (DU), TWS, Tidal, IBM Workload Automation, Incident lifecycle process Event to Incident management lifecycleBackup Job Monitoring: Start, restart, check error, Tape managementBackup monitoring tools like Networker / legato/ Veritas NetBackupRandstad Technologies Frisco Jul 2019 Jun 2022Networking SpecialistKey Responsibilities: Proactively monitor and support an operations center to ensure the stability and security of the data and services provided to the customers.Respond to alerts/alarms according to Standard Operating Procedures (SOPs).Collaborate with internal and external groups to help identify and resolve issues.Experience in a 24x7 network operations center or security operations center.Make decisions and take actions to prevent network interruptions and service degradation.Process and evaluate information received from all available sources, and respond accurately to logs, alarms and incidents, and make necessary recommendations for remediation.Experience managing Linux/Windows systems as well as network, servers and storage devices in a production environment.ETEC (Jun 2018)Lab assistant manager: CCENT/CCNA certified labsProvide instructions/handouts/guidelines & other Cisco training materials for new students in Cisco training classesProvide lab manager assistance for setting up Cisco certified training classrooms for students on daily basisProvide help to students for resolving technical issues through research and troubleshooting in Cisco training classes.Help students to document the incident inquiries while developing and reviewing problem content for knowledge base.Provide general instructions on wiring services including managing the installation, troubleshooting and documentation in classrooms.Provide general instructions & tasks of NOC (Network Operation Center) on daily activities of Data Center Operations to Cisco certified students.BLACK BOX NETWORK SERVICES (April 2015 Jun 2018)Bank of America Global Technology and OperationsData Center AnalystSupport design, implementation, and administration of computing systems. Provide prompt response and resolution of incidents arising by minimizing downtime while collaborating with application programmers, system programmers and hardware monitoring teams. Deliver high standards of service monitoring, managing and maintaining data systems to ensure operations run efficiently.Key Responsibilities:Provide hardware break-fix services on network infrastructure for data, voice, internet and security servicesPerform testing to ensure all systems are operational throughout the Data Center environmentAct as an interface between customer associates, management teams and data engineering teamsRespond to customer escalated incidentsPerform system implementation and changes by adhering to change control processes and defined service levelsResolve customer technical issues through research and troubleshootingDocument incident inquiries while developing and reviewing problem content for knowledge base.Provided wiring services including managing the installation, troubleshooting and documentation.Managed both Bank initiated and internal HPIS projects.Provided break/fix resolutions to ensure that all issues are resolved within the service level agreements.Granted access to managed Network Equipment Rooms (NER) facilities for break/fix or project related activities.Supported disaster recovery tests.Provided consulting services during projects to Project Managers (PM's), Centralized Network Operations Center (CNOC) and TSIG personnel as requested.Conducted Asset Management duties.Assisted in the documenting of Root Cause Analysis (RCA) for HPIS/Bank of America network management incidents.Provided field support for HPIS network equipment, support the delivery of telecommunications services, and through the direction of Centralized Network Operations Center, remediate local and regional outages.Interfaced daily with Bank of America employees and manage external vendors to ensure successful management of Data Center Operations.HP ENTERPRISE SERVICES (Jan 2010 April 2015)Data Center AnalystEnterprise Network Management - Bank of America Merrill Lynch AccountMajor Incident Manager/Service DeliveryManage large scale Global Enterprise technology incidents, direct activities while establishing command and control when major incidents occur. Lead Network Operations teams in ensuring immediate corrective action are taken to restore delivery of service. Execute the Incident Management processes for major incidents to mitigate impact and reduce Mean Time to Restore.Key ResponsibilitiesEstablish responsibilities and capabilities to resolve incidents, mitigate problems as quickly as possible and drive activities relating to resolving issuesDrive all global incidents to resolve while utilizing command and control methodologyFacilitate and manage incidents at all severity levels. Reduce incident life cycle time on incidents that bear impact on operations and loss of service levelServe as a liaison between technical, customer and executive leadership on incident conference bridgesEnsure appropriate communications are concise and accurate to senior management and other stakeholders while keeping them updated of the incident resolution progress and of the client impactEnsure all incidents and actions are accurately documented within ticketing systems: (Remedy ITSM, Service Center, Service Now, Peregrine and Maximo)Schedule and facilitate reconvene meetings planned changes and incident reviews to improve and ensure accuracyIdentify process improvement studies for post incident actions and quality issues with problem management teams. Analyze requirements to improve existing processesProvide continuous process improvement while increasing quality of service deliveredGUARANTY FINANCIAL GROUP AUSTIN, TX (Jan 2007 - Dec 2008)Data Analyst IProvided third level technical support to more than 8000 clients.Key ResponsibilitiesTroubleshot computer hardware/software failures, and network problems.Applied software and hardware knowledge to find and determine the main cause of failures.Finalized conclusion about the source of error and perform the most efficient remedy.Monitored Remedy queue for incident and change record assignment.Tracked hardware inventory, set up new user network, email accounts, renew expired hardware on network.Set up RSA token, helped configuring, installed VPN client for all end users.Administrated user permission profiles through Active Directory.Uploaded, sustained and supervised multiple applications such as Documentum, ViewStars.Generated reports and analysis for clients using SQL, Cognos, Excel, Salesforce.Created back-up/recovery images of workstation before operation.NATIONWIDE INSURANCE COMPANY WASHINGTON D.C (Jun 2005 - Nov 2006)Desktop SupportProvided second level technical support to approximately 2000 users.Key ResponsibilitiesTroubleshot and resolved computer hardware/software failures, network problems.Determined the root cause of problems.Developed, maintained baseline of software installation on workstations.Trained several new employees, while getting them acclimated to the work format.Installed, maintained and monitored multiple applications.Deployed user Laptops, Desktops, Printers.Made back-up, recovery images of workstation before deployment.Configured and installed VPN client for all end users.UMASS LOWELL REGIONAL ECONOMIC DEPT. LOWELL, MA (Jan 2001 Sep 2004)Helpdesk technicianProvided helpdesk technical support for clients.Key ResponsibilitiesProvided phone and onsite support for clients.Created new user email accounts in Exchange server.Installed operating system using Symantec ghost.Backed up, restored and verified data integrity from retiring servers/workstation to new ones.Mentored and familiarized students with Windows XP.UNIVERSITY OF MASSACHUSETTS, LOWELL, MA (Sep 2004 Jun 2005)Academic School ProjectsBusiness Development Proposal project: planned and presented a Dry-Clean business proposal and its financial report.New Market Expansion project: presented findings and identification of new market potential, suggestion of enhancement and compatibility in technology world for Schulz Restaurant.Highlights:Both projects allowed me to practice and re-enforce my knowledge of:Coordinate and analyze monthly cash-flow forecast and liquidity reporting; Evaluate and recommend short-term investment options in some countries; Prepare cash-flow forecasts for regional operation by comparison of actual statistic; Liaise with banks, review bank charges, facilities, bonds and guarantees; Track foreign currency transactions, intercom any settlements and hedging requirement.EDUCATION:University Of Massachusetts (UMASS) Lowell, MA (Jun 2005)Bachelor of Business ManagementConcentration: Finance and Management Information SystemQuinsigamond Community College (QCC) - Worcester, MA (Jun 2002)Associate of Computer Information SystemsCertified: Computer Applications SpecialistPROFESSIONAL TRAININGApplied Critical Thinking, ITIL Processes. Cisco Networking, ITIL Foundation V3, Cisco Unity VOIPStatus: US Citizen.References: Available upon request |
