Christopher Gilbert Email & Phone Number

Reston, Va, Us

Reston, Va

Herndon, Va

On August 1st, 2016, InfoRelay Online Systems, Inc, merged with Atlantic Metro Communications. The role itself has not changed significantly, we continue to provide Tier 3 Systems Administration support to Internal Systems, Managed Support customers and in response to non-support customer requests.Manage physical and virtual servers over multiple datacenters throughout the United States.Monitor internal systems, both critical and non-critical to ensure all business functions are able to be performed as efficiently as possible, and work to resolve issues arising. Issues are often handled directly, but may be escalated to third party support groups when related to products and providers with which we hold support contracts.Work with Technical Account Managers to develop plans for Managed Support customer needs and collaborative execution along with other teams as required.Major initial projects with the new company have been related to consolidating systems, and assisting with system and service migrations to better utilize the combined company's resources. This involves working with key stakeholders, company management, and assigned project managers to define requirements, timelines, and both technical and non-technical solutions to the issues the new company faces.

Herndon, Va

Hired as a Support Technician in October 2012. Provide support to a range of customers, from shared web hosting customers to employees of corporate co-location clients via phone and email-based ticket systems. Managed or involved in projects including restructuring internal PBX system; updating support systems from obsolete versions to a current version. Perform datacenter remote hands work in local datacenters and work with third party technicians in other markets to troubleshoot and resolve hardware problems. Work with senior systems administrators and network engineers to troubleshoot and resolve internal and customer issues as required. Administration of Nagios monitoring systems, ongoing maintenance of Asterisk-based phone system.In January 2014 promoted to Linux Systems Administrator with Product Development team. Managed development servers and assisted in development and testing of new products and services. This period saw a strong focus on storage performance testing and developing cloud services.In June 2014 promoted to Systems Administration/Technical Account Management. Provide Tier 3 Systems Administration support for internal systems and to customers as required. Develop plans for Managed Support customer needs and work with internal groups to ensure success. Audit and document internal and customer environments to facilitate easier customer support. Attend regular customer calls to discuss updates on projects to customer management.In December 2014 became sole Systems Administrator for company. Manage over 200 physical and virtual servers over 14 datacenters throughout the United States. Expand existing Puppet-based configuration management system alongside Spacewalk for systems patch management. Monitor internal systems to ensure all business functions are able to be performed as efficiently as possible, and work to resolve issues arising.In May 2015 became Lead in team of two.

Execute prescribed tests against a variety of Rosetta Stone applications on a range of hardware and operating systems.Reproduce, document and report any bugs found to the appropriate software development teams for review.Work closely with an assigned software development team (Webdev) to become the test lab expert regarding products and special projects from the team, and serve as liaison between the test lab and the higher level Quality Assurance Analysts for any testing that is requested by the team.Maintain internal test lab documentation related to the products or projects of the assigned team and provide training to other test lab members if necessary.

For the summer of 2009 I was a Senior Camp Counselor, responsible for the care of groups of up to 12 children aged from 5 to 16 for up to a week at a time. Working with a Junior Camp Counselor, we would run age-appropriate activities both in small cabin groups and in larger groups across the camp.During this time I also began working on the camp's Challenge Course and in their Outdoor Education programs, which continued on a casual bases for several years, until more work on a daytime shift at Rosetta Stone became available. These events involved customer groups who were interested in team building and self-furthering activities which we provided in the form of a day or a half day at our facility. We would divide into groups of up to 10 to 12 people and work on developing group dynamics and identifying both positive and negative traits within group members that effected the group as a whole.In addition to the complete summer of 2009, I also returned to assist with the challenge course and reduced counseling duties (due to other work commitments) during 2010, and some challenge course events in 2011.

Responsible for the resolution of 1st and 2nd level IT user issues through the use of Gen-i standard Incident Management processesMaintain a good understanding of clients Service Level Agreements in relation to the Support Services SLA targets.Ensure client issues are escalated in the correct manner per the documented escalation processesParticipate in team projects that enhance the quality or efficiency of the help desk service.Identify shortfalls in documentation and bring them to the attention of the relevant people.

Tested used computer equipment (PC's, Monitors, Printers, Servers)Performed security wiping tasks on hard disk drives (Blancco, DBAN, IBM Scrub)Entered information on individual items into a database systemPerformed simple warehouse tasks, as requiredServiced systems (hardware and software troubleshooting) as required.Perform basic office/reception tasks such as receiving incoming phone calls, customer service, filing paperwork, data entryEntered information on shipping requests into on-line database systemArranged freighters/couriers to collect equipment from clients, and deliver to warehouses throughout New Zealand