Yyyyyy x. yyyyyy

Senior IT Professional

Network Operations, Monitoring & Control ~ Systems Administration ~ Helpdesk

Troubleshooting ~ User Relations ~ Problem Resolution ~ Data Centers ~ Customer Service

         Extensive background in IT with proven skills in technical support of hardware, software, and peripherals.

         Dependably ensure high levels of customer satisfaction through proactive communication and cooperation, and able to effectively collaborate with management, peers, and clients to maximize IT performance.

         Demonstrated capabilities in diagnosing and rectifying technical errors and issues, and thoroughly documenting procedures for resolution.

         Well-versed in applying disaster recovery strategies and back-up procedures to safeguard vital information.

         Substantial talents in helpdesk operations, NOC operations, system diagnostics, performance tuning, remote support, and network monitoring to optimize business continuity.

         Disciplined and forward-thinking with advanced technical, customer relations, and troubleshooting capabilities.

         Excel at installing, configuring, and maintaining hardware, software, and workstations/desktops/laptops.

         Advanced expertise in a large scale, multi-processor, multi-platform environment.

• Possess solid leadership capabilities and constant adherence to industry standards and best practices.
• Adept at interfacing with key stakeholders to control risks and propel forward-moving efforts.

SESC, Broomfield, CO, 2016 to 2017

NOC Technician

         Played a pivotal role in maintaining and enhancing functionality and performance of computer and user objects in Active Directory.

         Prepared desktops and laptops by imaging devices and conducting testing to validate proper operation.

         Held full accountability for ensuring thin client and Virtual Desktop Infrastructure devices connected flawlessly with file servers and mail servers.

         Set up and configured hardware and software for new hires, analyzed and resolved technical issues with hardware and software, replaced equipment as needed, and contributed to maintaining rigorous IT/data security controls.

Fidelity Investments / Veritude, Denver, CO, 2016

SQL Night Batch and Applications Operator / Helpdesk

         Proficiently ran SQL query reports for six major investment firms and oversaw receipt and processing of batch/FTP files.

         Delivered top-notch technical support and customer service to data centers in Boston and India.

NOAA Department of Commerce, Boulder, Colorado (MT region), 2009 to 2015

System Support Technician (contract)

         Monitored critical real-time National Weather Service data processing systems and operations, and performed first-level diagnosis and troubleshooting.

         Applied patches and upgrades as needed, and maintained Active Directory.

         Conferred with internal and external technical staff to expeditiously resolve service outages, meticulously documented technical issues and respective solutions, and conducted regular back-ups.

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American Honda Motor Corp. Longmont, CO, 2008 to 2009

Technical Lead Operator (contract)

         Governed all functions with inbound and outbound tapes, completed and archived sensitive (SOX-related) documentation, and delivered quality support to all levels of data center management and operational staff.

         Maintained production environment and joined forces with Homeland technical support to rectify hardware and software problems.

Sports Authority Corp., Englewood, CO, 2007 to 2008

Computer Operator Specialist II / Helpdesk

         Administered multiple LPARs (iSeries logical partitions), monitored network systems using OvO software, efficiently controlled all batch processing, and served as production control administrator.

         Teamed with second-level support to swiftly resolve broad-scope technical issues and supervised daily and weekly backups on several servers and LPARs.

E-911 Intrado / West Corp., Longmont, CO, 2006 to 2007

Tier 1 Support

         Established network recommendations and generated Visio diagrams for local exchange carriers.

         Methodically troubleshot a wide range of technologies encompassing CDMA, TDMA and GSM/UMTS, and supported PSAP dispatchers on live E-911 calls.

         Performed comprehensive P1 and P2 troubleshooting for 64+ carriers in North America.

         Managed provisioning such as re-homes and implementing changes for customer via ACD system.

Robert Half Technology/Sunrise Medical, 2006

iSeries AS400 System Administrator / Senior Operator (contract)

         Brought on board to analyze and resolve technology performance issues as well as optimize production systems across multiple sites on a global scale.

         Installed third-party software, scrutinized error messages, performed system saves and restores, ran SQL queries, and utilized JDE Edwards OneWorld to facilitate file transfers.

         Oversaw AS400 login IDs and password resets to maintain stringent adherence to IT security guidelines.

IBM, Boulder, CO, 2005 to 2006

iSeries AS400 System Management Specialist

         Delivered telephone-based support to more than 500 manufacturing sites worldwide and diligently monitored multiple LPAR AS/400 OS (iSeries) for major accounts such as Honeywell, Kubota Tractor, Disney, Williams Sonoma, Metropolitan National Bank, and Cendant.

Robert Half Technology/Semco Energy, Marysville, MI, 2004 to 2005

Helpdesk Technician

         Administered and supported multiple LPAR AS/400 OS (iSeries) to achieve and maintain seamless operations across 500 global manufacturing sites.

Prior Background:

Computer Operator / Technician, Custom Business Solutions/DTE Energy Corp., Detroit, MI

Network Analyst I / Operator, Hewlett Packard/Ford Motor Company, Dearborn, MI

Senior Operator / Analyst, Gage Marketing Services, Romulus, MI

Senior Operator, Mercy/Trinity Health Systems, Farmington Hills, MI

Senior Operator, Gale Group Inc., Farmington Hills, MI

Splunk, JBoss, Tomcat, ACD, Windows, FootPrints, A360, Unix/Linux, Cisco, Solar Winds, Redhat, MVS, JCL, CommVault, HP OpenView, Active Directory, Mainframe, Microsoft Office Suite, JDE, AS400, iSeries, Terminal Services, BRMS, Native, Robot Scheduler, RLN Radius Remedy, iSeries Navigator Heat, Peregrine, ManageNow, Tivoli, Siebel, JBA, JDA, One World, Veritas Media Server, ArcView, Active Directory, SQL, Remedy, Novell, Citrix Metaframe, OpenView, AIX, Netview, CICS, JES2, Crystal Reports, Visio, Candle, PC Anywhere