As an Infrastructure Engineer we monitor and troubleshoot infrastructure and application incidents. Our main focus is to ensure production stability and to minimize overall impact to organization applications and clients As the Incident Management function holder for the organization, we are responsible for the triage and assessment of all incoming incidents, the coordination of resolution efforts, and distribution of event notifications to management and Lines of Business teams for accurate information and involvement. We assist other teams in the execution of Incident Management processes and ensure the enterprise is in compliance and aligned with the ITIL fundamentals. Coordinating and running conference bridges, engaging multiple internal teams and external vendors to deal with internal and client-affecting incidents: coordinating and communicating to senior and executive management as well as entire lines of business. Provide Tier II and III level support throughout the entire footprint of the bank, including over 1800 branches and nearly 2500 ATM’s. Being the first contact for IT related incidents along with using both proactive and reactive monitoring, successfully helped the group keep a greater than 99% uptime for the network. Writing reports concerning chronic issues in an attempt solve long-term issues. Creating documentation based on ITIL guidelines. Resolving technical issues as quickly as possible with the tools provided to ensure that service disruptions are minimized.My team also performs the role/function of Major Incident Management, escalating incidents for awareness and response to achieve resolution as expediently as possible. My additional contributions continuous process improvement, documentation administration (SharePoint and ServiceNow Knowledge Base), and project management.• Aid in the establishment and implementation of application monitoring tools and processes across the organization.

FProvide managed network security services and customer support in a 24 x 7 environment. Also assist incident team by evaluating the severity of each trouble ticket and incoming call, taking the proper action to troubleshoot and resolve any service impacts within strict time metrics. Coordinate engagements with the NOC for troubleshooting and oversee vendors for equipment dispatches and on-site repairs.• Served as Mentor, Chronic Engineer in IP-DSL on customer affecting issues.• Perform proactive and incident triage on circuits, routers, switches, DSL modems, Cradlepoints and terminal servers.• Collaborate with team members / managers on the best approaches to proactively improve overall efficiency of managed appliances.• Create/update documentation and internal database entries to keep the team knowledgebase up to date.• Coordinate within the team calendar to ensure network modifications, additions, changes, deletions, and intrusive testing are properly delegated among the team and kept within client’s time window.

Provide managed network security services and customer support in a 24 x 7 environment. Also assist incident team by evaluating the severity of each trouble ticket and incoming call, taking the proper action to troubleshoot and resolve any service impacts within strict time metrics. Coordinate engagements with the NOC for troubleshooting and oversee vendors for equipment dispatches and on-site repairs.• Subject Matter Expert (SME) for co-workers on Data Communications Layer 1 customer affecting issues.• Perform proactive and incident triage on circuits, routers, switches, and terminal servers.• Collaborate with team members / managers on the best approaches to proactively improve overall efficiency of managed appliances.• Formulate daily logs in template form that provide remediation strategies per incident and corresponding results.• Create/update documentation and internal database entries to keep the team knowledgebase up to date.• Coordinate within the team calendar to ensure network modifications, additions, changes, deletions, and intrusive testing are properly delegated among the team and kept within client’s time window.

Provided managed network security services and customer support in a 24 x 7 environment. Managed and made changes to a wide range of routers, switches and multiplexers within high priority federal contracts requiring security clearances. Evaluated the severity of each incident through trouble tickets and incoming calls, taking the proper action to troubleshoot, and resolve any service impacts within strict time metrics. Coordinated engagements with the LEC for circuit testing and oversee remote hands and vendors for hardware/software dispatches and on-site repairs.• Served as Mentor, Chronic Engineer, and Subject Matter Expert (SME) on Data Communications Layer 1 customer affecting issues.• Collaborated with team members / managers on best approaches to proactively improve overall efficiency of managed appliances. Led support in a systems project to accelerate and simplify workflow.• Performed proactive incident triage on circuits, routers, switches, and Digital Media distribution devices (DMP).• Created / updated documentation and internal database entries to support team knowledgebase.• Formulated daily logs and reports in template form that provided remediation strategies per incident and corresponding results.• Created / updated both Customer and Internal reports to maintain quality control and constantly sought new ways to improve customer satisfaction.• Cross trained USPS Swing shift engineers with USCG and Government NOC, filling in during times of employee coverage shortages.

Provided proactive monitoring of customer incidents, network connectivity issues and troubleshooting to resolution. Delivered technical support to external / internal field operations. Responsibilities included networking monitoring, understanding Cisco Routing, and switching technologies, BGP, EIGRP, MPLS, VOIP, load balancing technologies. Directed / coordinated troubleshooting for maintenance of digital and analog services for multiple external customers and internal customers on the MCI IDN. Utilized network elements, such as Digital Cross Connects to identify and correct deficiencies for all aspects of terrestrial services. Resolved complex technical issues, interacted with customer, coordinated with supporting internal and external organizations, and performed remote testing of data and analog circuits. Performed daily troubleshooting of customer-reported issues through ETMS ticketing system and Integrated Test System.• Served as weekend Lead on the swing shift.• Tested and troubleshot DS0, DS1 and DS3 circuits including PIP, Frame, ATM and Point to Points.• Identified Layer 2 issues and coordinated restoral actions.

Managed issues for customers by troubleshooting a wide variety of circuit types on multiple platforms within domestic, cross border and international networks. Circuit types included digital, analog, sub rates, DS1’s, NxDS1’s, DS3’s, point-to-point, private IP, multipoint, ATM’s, PIP, and Frame Relay circuits. Platforms included Concert Packet, Concert Frame Relay, Option 1 and 2 Frame Relay/ PIP, and Option 2 ATM. internodal links of the Concert Packet backbone.Duties far exceeded mere circuit testing. Worked closely with Customer Service Centers, Network Management Centers, MCI/WorldCom operations, Local Exchange Carriers, WorldCom terminals and customers to resolve complex circuit and equipment issues within established parameters. Many of the equipment issues involved customer premise equipment, DL multiplexers, and several DXC types (Titan, Alcatel, and AX11). Also interacted work with upper-level management developing departmental procedures and protocols. Provided training, guidance, and assistance to less tenured engineers on daily tasks and routine projects.