Marcus R. Email & Phone Number

Texas, United States

Las Colinas, Tx

Las Colinas, Tx

Las Colinas, Tx

Las Colinas, Tx

Provide infrastructure support for vCloud Air customers on vSphere 6.0 cloud environment with vCloud Director implemented as well as support OVHcloud customers on private cloud environments with vSphere 6.5 platform. Assist in implementation of infrastructure for customer workload migrations from vCloud Air to OVHcloud private cloud environments.

Provide tier 2 infrastructure support for customers in both shared and dedicated vSphere 6.0 environments (mostly Linux based). This includes virtual data centers, disaster recovery, DPS, OnDemand, NSX, and database (Postgres, Mongo, and SQL Server) support.

Farmers Branch, Tx

-Monitor for alerts in vSphere 5.5 hybrid cloud environment received via EMC SMARTS, Hyperic, vCOPS, and Log Insight. This includes storage, network, compute hardware (ESXi hosts) and virtual machines.-Utilize APG Watch4Net, Strata, and vCenter to investigate gather information for investigation and escalation to proper engineering groups as necessary.-Field incoming calls from customer facing support group and coordinate troubleshooting efforts with required engineers as necessary.Troubleshoot Linux and Windows based issues such as low disk space and unexpected service interruptions by viewing system stats as well as system and individual program logs to help determine root cause and provide speedy resolution.-Send critical outage notifications to customer facing support group in a clean professionally worded format so they can keep customers updated regarding impacting events.-Work with change executors to ensure requested changes have all approvals before implementation.-Perform changes assigned to the NOC such as customer account maintenance and scheduled component upgrades.-Develop documentation to build our overall knowledge base and aid in training for incoming engineers.-Assist other employees within the organization with Active Directory and RSA account unlocks and resets.-Maintain security best practice standards that have been implemented in order meet requirements for organization acquired ISO 27001 certification.

Plano, Tx

As Team Lead (12/27/2012 - 4/27/2013):-Provide direction and assistance to NOC technicians regarding GBAM SLAs, internal and external escalation points and procedures, ticket documentation, and technical troubleshooting.-Update turnover report outlining new and open high priority and business impacting issues to send at the end of each shift to the client for awareness and internally for follow up by the incoming shift.As Technician (06/12/2012):-Monitor and troubleshoot Bank of America and Merrill Lynch global banking and markets networks using network monitoring tools, internal support groups, and external vendors and carriers.-React to alerts from Netcool by logging into reported network devices to determine resolution and root cause.-Work directly with Cisco to process needed hardware replacements and facilitate Webex sessions in order to allow for engineers to perform high level troubleshooting.-Escalate to and within required support groups to meet SLA guidelines.-Provide communication to client via phone and e-mail to keep them updated regarding troubleshooting reported or detected incidents.-Understand technical information such as routing protocols, hardware, wiring, logical tracing, and checking interfaces for incrementing errors or flaps as it relates to Cisco routers and switches, and apply to troubleshooting when a network issue is suspected.-Engage local support if a physical issue is suspected on the network.-Update tickets in accordance with client requirements providing detailed troubleshooting information and support group engagements.

Irving, Tx

-Monitor voice and data circuits for alarms discovered by OpenNMS that would indicate errors that would affect quality of service or cause outages.-Troubleshoot alarms by logging into appropriate network devices to investigate and repair down or degraded circuits, trunk groups, channels, and call control elements.-Work with carriers, IP and voice data engineers, and on-site switch technicians using information provided in Remedy to troubleshoot higher level and non-remote access issues.-Work directly with customers after hours to document and resolve domestic and international service affecting issues including non-working toll free numbers, failed calls, call looping and abuse, and abnormal deviations in traffic.-Run scripts overnight in a Solaris command line environment against Oracle database tables to update Vendor rates in a Dialogic softswitch.-Produce nightly reports detailing previous day's activity regarding trunk group maintenance.-Produce nightly reports that calculate daily average call completion rate and average call duration for top 40 international destinations. Based on reports, make routing changes in Sonus PSX and open vendor tickets when necessary to improve stats.-Keep documentation of everything that happens during the shift to post in the company network blog and pass on any information that will be necessary for the following shift.

-Monitor server activity in a data center environment that includes several hundred hundred Dell PowerEdge web and database servers, multiple domains, and multiple VLANs.-Run SQL scripts and updates on servers as needed.-Recognize and resolve issues such as hardware and job failures and escalate to the proper department when resolution needs that department’s assistance such as coding issues.-Resolve internal issues such as locked accounts, forgotten passwords, and setting up and troubleshooting VPN connections.-Build, rack, update, and troubleshoot various production and non-production Dell PowerEdge servers.-Build new and transferring employee computers by either ghosting them using an existing image or building from scratch depending on need.

-Accurately migrate each client’s HUD related data from one piece of software to another with weekly deadlines.-Required to be very detail oriented and organized when dealing with multiple clients per week.-Required to learn HUD rules and regulations in a short amount of time to perform the job successfully.-Communicate with development to help them determine any bugs I may run across in a particular client’s migration or the product itself.-Contact clients and instruct them on how to complete their documentation and how to send it to us so we can migrate their data successfully.-Communicate with contract administrators and sales representatives to update them on the status of clients who are having difficulties with their migration.

B.S. In Computer And Information Sciences, Computer Programming

Computer Networking

Completed CCNA courses.