Manage NOC infrastructureDevelop automation solutions for MSP clients, internal monitoring Serve as a sales engineering resource for projects in development T3 escalation point for complex issues or implementation requestsConsult with clients on systems design, performance, usability and security

Managing and improving Hyper-V cluster, iSCSI SANs, Windows & Linux servers

Consultant, Network EngineerRegularly served 13-15 clients, ranging from 10-100+ users as their Primary Engineer, with different monthly commitments for hours covering the Northern Virginia and DC area. Communicated directly with the clients to recommend improvements to their network as well as perform regular maintenance on servers, workstations, and maintaining/testing backups as part of my regular on-site visits. Designed, planned, and implemented projects of different size for my clients from single server VMware solutions to multi-site VMware clusters with shared iSCSI storage and off-site replication with failover. Performed MS Exchange and SBS migrations as well for several clients. Received my VMware Certified Professional 4 certification while working at Dataprise as well as the employee of the month award in 2009 for outstanding service.

Worked in an IT Operations role on a contact with three other team members. Was responsible for managing an office of about 50 users including developers and corporate executives. Day to day tasks include ordering, maintaining, and troubleshooting workstations, laptops, and servers. Also worked to satisfy miscellaneous customer requests and needs, ranging from Application support to troubleshooting/maintenance work done in our production datacenter location. Server environment in my office is a full Windows Server/Active Directory/Exchange 2003 environment, with development using a combination of RedHat Linux and Windows Server 2003 software. Was involved with staging of servers, installing software, and managing backup schedules.

Developed a working knowledge of Lotus Notes client and server software; implemented a secure employee email system that has been in place for over 18 months. Used my knowledge of SQL along with established business rules to load and cleanse sensitive customer data into an Oracle 9i data warehouse. Headed a project to document and redesign the office LAN to work more efficiently and reliably. Communicated with customers over the phone in order to resolve issues with Crystal Report access or other data-related issues. Managed scheduled full and incremental tape backups of Oracle database and other filesystems. Installed and configured an Open Source VPN solution to allow secure remote access to our database and servers.

Used problem-solving skills to troubleshoot customer issues over the phone in a 5-person call center. Provide tier-2 support to larger call centers which took the bulk of calls. Use SQL queries on an IBM DB2 database to help troubleshoot customer compliance issues. Used my knowledge of TCP/IP and DNS to diagnose and fix connectivity issues. Write custom Visual Basic macros to generate MS Excel spreadsheets to keep managers informed of mailer performance. Handle special requests and reports for coworkers and superiors. Assist vendors in development process working on software our mailers will use.

Worked as a dial-up support agent for a large regional Internet Service Provider.Provide customer technical and billing support over the phone in a large (75-100 person) 24/7 call center. Used my experience with Microsoft Windows and Mac OS to troubleshoot customer issues on a variety of Operating Systems. Got experience working dial-up networking and TCP/IP communications on different Operating Systems. Follow a chain-of-command to elevate customer issues as necessary.