Technical and engineering support for a National Data Center for one of Americas largest banks. My group is responsible for 24 by 7 support. We monitor the network and incorporate planned changes and troubleshoot problems with communications equipment such as routers switches multiplexors VOIP and WAP.

Service level II Network specialist. Identify, analyze, and coordinate repair of system failures. Work in conjunction with internal customers to alleviate desktop, wireless, system and network issues. • Update and provide technical documentation to Service Desk and other internal IT groups.• Provide technical expertise and education to newly hired change analysts.• Evaluate and verify quality standards were achieved prior to desktop or network implementation.• Initiate corrective process management to ensure adherence to quality and performance parameters.• Perform follow-up with engineering groups to ensure that reported problems were resolved satisfactorily and gathered additional input for future process improvement.

Service level II Network Operations Center specialist. Identify, analyze, and coordinate repair of system failures. Work in conjunction with external customers to alleviate system and network issues. • Updated and provided technical documentation to Service Desk and other internal IT groups.• Provided technical expertise and education to newly hired change analysts.• Ensured adherence to Service Level status to maintain high customer satisfaction.• Evaluated and verified quality standards were achieved prior to network implementation.• Initiated corrective process management to ensure adherence to quality and performance parameters.• Performed follow-up with engineering groups to ensure that reported problems were resolved satisfactorily and gathered additional input for future process improvement.• Participated in the upgrade of Solar Winds’ monitoring and ticketing system (Orion).

Identified, analyzed, and repaired system failures. Tested and evaluated new hardware systems for inclusion into Bank of America network. Installed, performed troubleshooting, and maintained computer systems and network equipment. Organized daily workflow for Change Support Group.• Created and provided technical documentation to Helpdesk and other internal IT groups.• Provided technical expertise and education to newly hired change analysts.• Ensured adherence to Service Level status to maintain high customer satisfaction.• Evaluated and verified quality standards are achieved prior to network implementation.• Initiated corrective process management to ensure adherence to quality and performance parameters.• Performed follow-up with engineering groups to ensure that reported problems were resolved satisfactorily and gathered additional input for future process improvement.• Achieved zero downtime on Bank of America voice and data network through the Y2K changeover

Evaluated router and switch configurations supplied by engineering before being introduced into national data and voice network. Organized daily workflow for Change Support Group. Installed, maintained, and repaired network hardware including cabling (fiber & copper), network routers, switches, and LAN multiplexing equipment. Installed, configured, and maintained WAN multiplexers company wide. Evaluated and deployed planning of WAN hardware/software.