Responsibilities:Monitor status and metric tools that report on systems/infrastructure health (including pager duty)Troubleshoot and correct server and network problemsEnsure uptime by alerting our teams about major performance risks and disruptionsIdentify and implement improvements & upgrades to our architectureContribute to documentation review and updatesParticipate in incident response and coordinate with other teams as requested

* Maintaining server and virtual infrastructures* Evaluated and implemented billing and provisioning automation system eliminating manual customersetup and increasing hosting client customer base by enabling competitive pricing* Implemented customized ecommerce platform for a top client* Designed, implemented and support multi-site (20+) mesh VPN network* Designed and implemented custom or prebuilt solutions for many clients

• Assists management by providing technical support and day-to-day work direction to technical team. Trains, coaches and mentors less experienced technicians. May assist in scheduling and coordinating workflow.• Provides customer service by assisting internal and external customers with technical problems and information requests. Delivers reliable high performance applications and technical services. Follows-up with customers to ensure satisfactory resolution.• Provides technical expertise in assigned area by troubleshooting and solving problems with vendors and systems. Enhances automation processes and coordinates with internal departments to recommend systems or production environment modifications or other corrective actions as appropriate.• Facilitates smooth departmental operations by serving as a subject matter expert. Oversees proper problem escalation, notification and follow-up and ensures continuity of service levels and system functionality.• Contributes to team effort by communicating with information systems contacts, other departments and/or property owners/management. Helps resolve database related customer service issues.• Provides accurate documentation of issues and activity by monitoring and maintaining a trouble shooting tracking log.

• Primary contact for my team (17) and cover all teams for customer escalations regarding billing, internet, phone, and video services• Maintained Voice of the Customer Satisfaction Surveys Top 25% in Call Center• Sustained First Call Resolution Top 25% in Call Center• Raised team scores in Handle Time, Quality, Adherence, Transfer Rate through individual coaching earning Team of the Month three times• Decreased national batch credit and check processing time by half through hotkey development • Served as site visitor liaison and for key customer and leadership visits• Redesigned knowledge base system and training approach for Residential platform• Served as industry billing subject matter expert for new product training roll out• Ownership of analyzing repeat NSF customer process gap through feature request to implementation

Contract IT work through contracting companiesSystem migration, installation, upgrades, etc.

* Provide installation, configuration, and defect support for the IBM Network Station line of products on a variety of server platforms including AS/400, AIX, Linux, OS/2, and Windows NT 4.0/TSE/2k.* Work closely with the Network Station Manager developers to resolve customer reported defects.* Provide Technical Advocate/Business Critical services or larger customers.

* Recruited to provide design and implementation of external web pages and applications for Corporate Headquarters.* Performing web research with involvement in conducting a variety of projects such as online surveys, registration forms, and usability testing for monitoring site performance and benchmark success.* Converting documents into HTML (Hypertext Markup Language) or other complex programming language (incl: Java, JAVA Script, Perl, PHP, CGI/Internet, Dreamweaver Libraries & Templates)* Responsibilities include troubleshooting, diagnosis, repair, and general maintenance of Corporate web site.* Determining user's needs, strategies, and goals and developing web pages that meet those needs.* Aiding with web site content decisions.* Encoding, testing, debugging, and documenting DragonLinux - A small distribution of the Linux operating system aimed at new users.* Developing and implementing software product packaging for DragonLinux product.* Developing distribution channels for DragonLinux product, for which I was the project lead.

* Responsible for taking incoming phone calls relating to hard drive installation or failure.* Responsible for documenting all calls, and making any necessary follow up contact with customers.* Responsible for responding to customer questions on corporate web support forums.