Danny Burrows Email & Phone Number

Tucson, Az

Tucson, Az

• Provided production support for the LevelOne Virtual Support Center environment, related tools and infrastructure; this includes problem analysis and either quick resolution or failover.• Perform advanced troubleshooting for production problems; this includes analysis of application and voice recognition platform logs to determine the source of the problem and escalation to the appropriate group for resolution. • Recorded technical problems and worked through resolution as tier-2 Support Specialist using Fogbugz, HelpStar and Remedy ticket systems. • Provided Tier-2 support for development and systems desktop workstations, peripherals, PC/MAC applications and voice and data network services.• Installed, configures and maintained all desktop and laptop workstations and peripherals.• Troubleshoots Microsoft Server hardware, software problems affecting workstations, escalating when necessary. • Created and maintained Microsoft Active Director end-user & resource accounts. • Provided Desktop and Data Center Server LAN/WAN/VPN support (Move/add/Change). • Implemented corporate security policies by developing Operations Procedures and Practices Guidebook for Operations, Services Desk Tier-1 and remote technical support team. • Communicated patiently, clearly and completely with end users.• Track the status of open production issues and ensure timely resolution.• Support the QA environment to provide problem analysis and escalation to the appropriate group for resolution. • Create and maintain production support documentation, such as run books and installation instructions.• Provided Level 2 support off-hours and weekends according to a scheduled rotation. • Provided ongoing training for first level production support team.

• Provide expert technical assistance and advice for setting up ClearTran Server and Client, Browser, Web Service installations, and creating a Access, SQL, or ORACLE Database.• Maintain all daily processes from 1PM-10PM Sun-Fri including holidays.• Ensure 99.9% uptime for the Local Area Network. (On call 24/7)• Responsible for daily backing up of SQL Server databases and monitored success of all back up operations. • Integrated, tested, and evaluated hardware and software within a laboratory environment for special projects.• Responsible for building ~50 Dual Intel Pentium 3 Processor Servers, as well as, installed and configured Operating Systems (Windows 2K Server and Advanced Server) and BIOS configurations. • Installed and configured Cisco Catalyst 5500, Wired up 9 Cabinets with Self-made harnesses, and replaced current connections with newly wired harnesses. This was done for removal of Netgear and Cisco 2900 Switches that were being used. Later taken down for move to Parsippany from Belleville, NJ.• Moved Network to Parsippany for company move. Assisted in Redesign of Network to 6 Cabinets using Cisco 5500 as Core. • Installed and Updated Windows 2003 Standard and Web Operating System on ~25 Servers for the Parsippany Facility.