Client Comcast:Team: Residential Reliability Infrastructure Xumo/ Firmware Platform Incident ManagementRole / Duties:- Determine severity level and impact of incidents that come in based upon predefined criteria, then triage and determine appropriate team(s) to send incident to based upon the triage done.- Continue to scrutinize current knowledge base articles and build new knowledge base articles.- Work with new product teams in building out new knowledgebases and dadhboards.That will assist teams in identifying common patterns and key signatures to trouble shoot a wide variety of issues that may come up. - Work with partners and other teams and build relationships with those teams so that proper information is given to quickly resolve incidents. - Build Dashboards for assistance in gathering numbers for reports and assist in quickly triaging incidents. - Mentor team members to become better incident managers.- Tools used: Variety of in house and proprietary tools. * Elastic * Blackbird * Jump host * IOP * WikiCurrently working on ITIL 4 Foundations and ITIL Incident Management

Projects / tasks for the Legacy Issue Automation System included: - Adding and removing of monthly language updates for State and Federal Filing Updates. - Creating automated tasks with in Windows and Unix environments. - Testing updates - Supporting in house team issues by in person, email and phone for a variety of issues: - Creating Customized code to client specifications - Testing customized code for the booklets team on the fly.Unix: - Adding removing of users - Updating System Permissions - Creating, updating software requirements documentation. BPL/C languages - Creating Release documentation for small and large scale projects. - Language clarification/adjustments with in the Booklets System - OS Unix, WIndows 7, 10 and Server 2012, 2016 - Languages: BPL "C", Javascript and VB Script - Certifications: Comptia Project + - Currently Studying for Linux and Security +

Family owned and operated in Arvada Colorado on the West side of Stanley Lake.Responsibilities: - Customer facing hand, answered questions customers may have had concerning the farm also worked with the customers during vet clinics, retrieving their animals for farriers.- Small animal Care 'Alpacas Goats' clean habitat areas, water buckets and feed.- Evaluating repairs, costs - Implementing repairs- Maintain Art studio and fiber processing area.- Developing Online Social Media Presence for selling alpaca art, fiber product and other services.- Evolving the brand with new concepts and ideas.

• Provide first line and advanced support for FWI customers on 1st shift and 3rd shift. For FWI software “Content Manager, Content Player Web and Desktop, Integration Studio and Framework, FWI Services, Content Manager Web " Content Manager Express" on a variety of Operating Systems via phone & email. This included investigating the initial issue, documenting all troubleshooting steps taken, researching possible solutions through internal resources "One Note, Share point, Connect, wiki"and external resources "Google.com, Tech net, etc". Also if needed escalating the issue to additional resources with a higher levels of knowledge to find a solution to the customers issue.• Remote tools used Citrix, Log Me In,VNC, Bomgar, VNC Windows RDP, Lab Tech & WebEx • Other tools/ utilities/ services used to troubleshoot: Google/ forums, FWI logs, Windows command prompt “ipconfig, netstat,ping, Power shell, simple and complicated scripts for executing automation commands, ftp,nslookup”, Policy editors local and group, port sniffers, wire shark, windows defender, windows firewall, windows event logs, Windows services, IIS, SQL queries Sales Force.• Adjust, create knowledge base articles to assist the team in supporting the product• Assist other team members in resolving critical issues.Multiple certifications achieved internal and externalExternal: Comptia A+Internal: Sign Builder 1, Sign Builder 2, Tier 2 Technical SupportCurrently Working on Security + and Network +

3rd shift IT Support for over 1,000 applications and services related to the IT Medical field for over 76 Hospitals in 19 states. Troubleshot and answered questions in regards to a number of different scenarios, which varied from a network related, to email, instant message, to critical patient care systems such as medical imaging, medical record keeping, etc.Left: Because my job was in the process of being shipped over sea's.

• Tools Utilized: MX Logic Console/Portal, Nettools 5, Wireshark, Nessus, Telnet, TraceRoute, NSLookup, Siebel, Microsoft MSDN,SMTP Logs, Solar Winds• Types of Calls: How-To questions about the product, troubleshooting where a mail flow outages occurred, finding/documenting software bugs, troubleshooting where a message failed at before it could be delivered, and finding routing issues (loops, delays, failures and reason for failure)• Examples of some of the many applications the we administrated on the desk are: EDS “Email Defense Services”: Troubleshoot everything from why a user could not log in to why the user was not receiving email. Was it a problem with our software was it due to an internet route or series of routes being down “APAC Earth quakes of 2009 took out sections of the Southern Pacific fiber line connecting the US to the Southern APAC region” Is it something as simple as port not being turned on or a series of packets being blocked from a specific set of IP addresses by a local firewall or even a vendors firewall?WDS “Web Defense Services”: Troubleshoot everything from port forwarding issues on individual firewalls and making sure certain ports were opened from specific IP addresses. Or when they sent a request for a session that these ports would be opened for only a specific set of IP addresses. To why a user could or could not view a certain web page based upon permission levels and whether they were viewing a web page their permissions said they should not be. Or the exact opposite the user has a web page blocked that they should be allowed to view according to their permission level. Even did configuration set ups in Firefox and IE and how to lock these users out from changing these configurations their administrator set up for them.

• Lucent/Bell Labs Tier 1/ Tier 1.5Tools Utilized: Remedy/OVSD , Active Directory, RSA Interface, Knowledge Base Systems, Windows & Exchange MMC, Registry Editor, Stingers, Process Overrides, packet sniffers, Net Meeting, VPN verification utilitiesTypes of Calls: password resets, RSA token resets, troubleshooting Windows OS and program issues, Connected TLM, office network connectivity, replacement of RAM and batteries• Cisco Tier 1 Types of Calls: Active Directory and token/des card resets, troubleshooting various OS “missing file for boot up” issues, wireless and wired network connectivity issues, support for Microsoft Office programs including Word, Visio, Access and OutlookTools Utilized: Remedy, ADAM, ISAAC, OnRamp, Softracker, CarbonCopy, SSH, Ad-Aware, Microsoft Defender, Hijack This, and Wireshark & other packet sniffersDid a lot of Microsoft Office troubleshooting such as why users could not send receive email, why certain macros did not work run in Excel, etc.Administrating of permissions and log in problems with ADVPN troubleshooting why a user could not get their VPN to work whether it was a server level or local issue.