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PHONE NUMBER AVAILABLEEMAIL AVAILABLESUMMARY OF QUALIFICATIONSUnix and Linux System Administration ExperienceIncident ManagementExperience working with multiple Windows server platformsInformation Technology Service Management (ITSM)Interpersonal and Team-Building SkillsCustomer Service skillsEDUCATION AND TRAINING2 years at Virginia Wesleyan College, Computer Science majorInformation Technology Training School, October 2008, United States NavyAdministrative Tasks in Linux (206821_ENG), April 2009, United States NavySecuring UNIX Systems (107848_ENG), April 2009, United States NavyIntroduction to UNIX (78920_ENG), April 2009, United States NavyAdministering UNIX Network Services (211845_ENG), April 2009, United States NavyBasic Concepts of Information Technology (NKO_70073), April 2009, United States NavyCustomizing the UNIX User Environment (80356_ENG), April 2009, United States NavyLinux Networking Services (221157_ENG), May 2009, United States NavyLinux Troubleshooting (221186_ENG), May 2009, United States NavyInformation Assurance Awareness (DOD-IAA-V8.0), December 2009, United States NavyGetting to the heart of e-mail communication, March 2015, Peak 10Getting to the heart of technical support, March 2015, Peak 10EMPLOYMENT HISTORYMarch 2023 - October 2023 Incident Manager, ComcastAssess the impact and urgency of active issues within the scope of the X1 product.Because a subject matter expert on all things X1 therefore effectively shortening the impact time of any issues that would arise.Performed daily health checks via monitoring tools such as; App dynamics, Dynatrace and Elastic.Tracked all incidents in Service Now and documented remedies to be referenced for later use.January 2020 - October 2022 Production Application Support II, Bank of AmericaActively monitor and triage our applications and JVMs using Splunk, Sitescope, Dynatrace, Toad, Postman.Worked on a team of 6 to monitor mid-range transactions of our customers. Performing application support for a set of 4 mulesoft/java based banking applications, including server patching, updates, ticket resolution, after hours review, etc.Researched transaction issues via command line in Linux and within the database using prewritten SQL queries.Replayed problematic messages and transactions to the database using the postman application, then would recheck the database using prewritten SQL queries using Toad.Reviewed all Linux command line entries before all upgrades to the environments.Headed a project to automate certain parts of our upgrading and patching such as rolling restarts for our mulesoft based application JVMs.Used the command line to dig into error logs to research issues as they should arise.Day to day level 2 support of our applications.Work with dev and level 3 teams while triaging issues to find a resolution, test and get the fix pushed to production.February 2019 January 2020 Event Incident Manager, Bank of AmericaActively monitor the eCommerce environment using Clean Console, Splunk, Gomez and Sitescope.Engage tier2 to verify impact on alerts and errors seen within the monitoring tools.Start bridge calls for active events and page the correct teams using NEWS to remedy the issueRoute traffic using AIC during triage to mitigate customer impact and during patching eventsPerform hourly sweeps of our environment to ensure our applications are stableWith the assistance of tier2, create and send communications on all bridges involving our applicationsUse of Bladelogic and admin console to restart JVMs as neededOctober 2018 December 2018 Data center Tech, Cadence design systems (contractor)Receive packages and organize them in the storage areaRack, cable, and configure servers to hand over to the customerConfigure iDrac and BMC on servers to allow remote managementPull fiber and Cat6 cabling and dress them properlyTrack trouble tickets and answer in a timely fashion.Work with customers on server specific issues.November 2017 October 2018, IT Analyst, McGuire Woods, Richmond, VAActively monitored all systems and provided tier 1 and 2 support during my shift to include windows 2012, windows 2008, AIX, cisco routers and switches.Stand up and push to resolution incident bridges as needed on my shift.Implemented a new Incident Correspondence Timeline to clearly document break/fix efforts during our incident bridges.Completed daily health checks of multiple systems to ensure our systems are green for the start of business.Use of SCOM, Orion, Splunk and ServiceNow to create and investigate tickets.Categorized all of the problem subjects within ServiceNowJanuary 2017 July 2017, Senior System Support Specialist, Commercial Banking, Capital One, Richmond, VAComplete morning health checks for the commercial space to include server checks, automated job checks, and application checks.Working in a team supporting 5 java based applications using Agile methodology.Responsible for incident management duties up to tier 2 break fix during high incident callsPerforming application support for five main commercial banking applications, including server patching, updates, ticket resolution, after hours review, etc.Worked with application owners and level 3 support to complete changes during business hours and off hours.Restructured the documentation available for our applications to bring them up to the most current information.Coordinated efforts to track down and resolve lingering issues within our systems.Monitored our mailbox for alerts and provided level 1 and 2 support to track them to resolution.Readily joined high severity bridge calls to provide support of the applications we are responsible for.Worked intensively to fortify and update all of our monitoring using Sitescope, HP BSM, and Splunk.Participated in a rotating on-call schedule supporting our apps in off hours and weekends.Ran a once a month command center to monitor intensively all incoming and outgoing wire transfers within the commercial space.Weekly checks of our windows crystal reporting servers.October 2015 January 2017, Incident Command Center Specialist II, Bank application support, Capital One, Richmond, VAComplete morning health checks for the commercial and retail bank space.Working in a team supporting roughly 60 applications.Performing incident management responsibilities including resolving issues related to tickets.Worked with application owners and level 3 support to complete changes during business hours and off hours.Restructured the documentation available for 6 applications to bring them up to the most current information.Designated SME over one of the largest commercial bank applications utilizing Agile best practices.Coordinated efforts to track down and resolve lingering issues within our systems.Monitored our mailbox for alerts and provided level 1 and 2 support to track them to resolution.Readily joined high severity bridge calls to provide support of the applications we are responsible for.May 2015 October 2015 Incident Management, Capital One, Richmond, VAManager Incident Bridges for Capital One incidents call leading until resolutionDaily application validations for Capital One internal and external applications & websites using Agile methodologyEngaging appropriate resources on the bridge callsUpdating the incident records with appropriate notesManage Contingency plan execution approval and perform requestsManage approvals to implement Urgent ChangesManage approvals to escalate incidents to High Severity status (3+)Evaluates and assesses monitoring alerts and takes appropriate actionProvides Level 1 resolution to technical alertsReceive information from Capital One s Application Service Providers (Verizon, TSYS, Wipro, RSA) and work to assess what actions need to be takenEvaluates and assesses monitoring alerts, makes some technical judgments, and takes appropriate actionFebruary 2014 April 2015 Data Center Technician, Peak 10, Inc., Richmond, VAInstalled, configured, and upgraded multiple platforms to include; Windows server 2003, 2008, and 2012, Red Hat, and CentOSPrepare and install CAT5 network cablingProficient using VMware to deploy and maintain virtual servers.Monitor and respond to customers hardware and software related issuesInstalled hardware into customers rack and cage spaces within the data center to include dell, HP, SUN, and blade.Walked the data center floor daily ensuring proper functionality of equipment such as; CRAC units, generator, and water flow systemsUsed the Supportworks ticketing system to track and log tickets.August 2011 - October 2011 Unix System Administrator, Tanager Inc. Woodlawn, MDInstall and maintain the Solaris 10 Operating System in a 90 server environmentAssist with help desk for 50 usersUse of Rational ticketing system to input, check, and close trouble tickets.Check, change and add backup tapes as needed daily using NetbackupAdd users and groups using command lineAdd, change and remove permissions via command lineOctober 2008- August 2010 Information Systems Technician, United States Navy, Sugar Grove, WVNetworking: TCP/IP, DHCP, DNS, FTP, Telnet, SSH, Routers, Fiber Switches, CAT5/Coax/Fiber Optic /Ethernet cablingTest Equipment: Volt meters, spectrum analyzers, and modems for troubleshooting purposes.Operating Systems: Red Hat, Fedora, SUN Solaris, Windows Vista, XP, 2000, 98, NT System AdministratorWorked as a part of the helpdesk team serving 80 users.Daily floor checks for error indicators.In charge of writing our on-call schedule to provide 24/7 coverage.Wrote 12 instructions used as a guideline for major and minor issues to include creating user accounts and the proper shutdown procedures for mission critical systems.Managed 150 Redhat servers to include rebuilding servers, replacing hardware, writing cron jobs, setting up RAID configurations, setting up user accounts and permissions for 80 users, as well as normal system administrator functions. |
