Neil B. Email & Phone Number

Austin, Texas, United States

Provide timely application support & integration for Zenoss application stack.Accountable for solving complex technical issues for customer base. Work on escalated issues from L1 engineers. Correspond with customers using Zendesk ticketing software, chat & phone.Provide python and bash scripting for process automation.Create solutions to solve customer requests using Python and/or Bash. Work on network design strategies for Zenoss software configurations.Review python code for errors in Github when required.Check zendmd device database and make corrective changes when needed.Use developer tools to review router calls when needed.Query mySQL database to manually fix poskeyerrors.Perform root cause analysis to customers and implement corrective measures. Create documentation using Atlassin Confluence articles.Assist customers with customizing our solutions to fit their monitoring needs. Re-produce customer issues in test lab and file defects accordingly using Jira.Created customer transforms using python for event manipulation. Assisted in the technical interview process for new candidates applying for a support role.

Austin, Texas, United States

Provided timely customer support for Zenoss application stack. Worked and collaborated on issues with other L1 engineers.Continued all Customer Support Engineer duties from previous role.Performed root cause analysis to customers and implemented corrective changes.Created documentation using Atlassin Confluence articles.Created solutions to solve customer request using Python and/or Bash. Assisted customers with site reliability solutions customized to fit their monitoring needs. Re-produced customer issues and filed defects accordingly via Jira.Responded to customer requests through Zendesk ticketing system, chat or phone.Participated in the on-call rotation for critical support for our Platinum customers.

Austin, Texas, United States

Worked as a customer support engineer for Zenoss providing cloud, saas, and on-prem technical support for the entire Zenoss product line (Control Center, Resource Manager, Analytics, and Service Impact) which utilize Infrastructure monitoring protocols and methodologies such as SNMP, WMI, WinRM, etc. Our customers have a wide variety of mixed environments and technologies such as AWS, Azure, Cisco Devices, mySQL, Active Directory, SQL, Exchange, Postgres, NetApp, Ubuntu, Red Hat / CentOS Linux distros.Prioritized issues based on severity while maintaining published SLA agreements. Provided post-resolution root cause analysis to make sure all issues are resolved correctly.Created customized Bash, Python scripts for process improvement and customization to ensure maximum product efficiency.Worked with a vast array of cutting edge technologies such as MySQL, Docker, Active Directory, Bash, Python, TALES and REGEX expressions, Linux (Red Hat, Centos, and Ubuntu), VMWARE, Apache and Zope, HBASE, OpenTSDB, Apache products such as Tomcat, Zookeeper, & Systemd. Worked with industry standard products such as Zendesk, Github, and Jira. Participated in the on-call rotation for critical support for our Platinum customers.Documented all support tickets clearly and effectively and contribute to KB Articles.Worked on ad-hoc projects such as KB article contributions and internal Wiki

Austin, Texas, United States

Worked as a systems engineer for one of Austin’s top rated IT managed service providersdelivering IT consulting services to small to medium sized businesses. Served as the main technical resource and account manager for a variety of small to medium sized organizations across many different industries in the metro area. Was responsible for delivering outstanding IT consulting and systems administration servicesto many different clients employing a broad platform of infrastructure topographies.Designed, configured, upgraded, and troubleshot networks and applications for all assigned clientele.Conducted monthly account reviews and quarterly onsite visits in order to develop customizedtechnology business plans for future growth.Performed initial network infrastructure discovery and assessment services in order to onboard new clientele.Managed numerous projects for different clients such as Office 365 migrations, physical to virtual network redesign, firewall and layer 3 switch upgrades, new workstation rollouts, and company relocation services.Created and maintained clientele documentation and network design drawings whileassisting with the creation of our client’s IT policies and standard operating procedures.Mentored, and assisted the help desk and junior engineer co-workers.Documented and recorded all daily activities in Connectwise MSP portal to ensure timely and accurate client billing.Exceeded pre-defined SLA’s in order to ensure client satisfaction.

Austin, Texas, United States

Was responsible for company's operational IT needs including the implementation and integration of system and technology initiatives necessary to achieve organizational goals.Duties included developing, recommending, and documenting plans, procedures, checklists and standards, managing technology assets, network management and ensuring network operations, designing and providing system and technology training, recommended and implemented system andtechnology solutions and improvements, and conducted presentations as needed.Managed several IT related technology projects such as the implementation of Dell Kace K1000 Server/Services, Barracuda Web Filter / Spam Filter / Message Archiver, etc.Analyzed information and technology needs in order to make well informed recommendations. Maintained centralized documentation of all network and system changes.Participated in management and system/technology meetings.Ensured that computer networks and workstations were operational, up to date, and secure.Prepared technology and systems for new and existing staff.Managed technology to include, workstations, servers, mail & web filters, software, peripheral devices, phones systems, copiers, electronic door locks, etc. Served as the telecom administrator for the Shoretel VOIP phone system. Aided in the creation, maintenance, and testing of the organizational technology plan, including disaster recovery plans and procedures.

Phoenixville, Pennsylvania, United States

Was responsible for day to day IT operations to ensure maximum systems uptime.Oversaw Help Desk operations from initial call to ticket resolution. Managed company Inter-Tel 5000 phone system; call routing, new users, hunt groups, voice mail, etc. Implemented company ERP system (QAD), from initial installation, data migration from previous ERP system, support, and upgrades on Linux Red Hat server. Replaced end of life servers with IBM 3650 Xseries servers.Was responsible for systems & network administration along with project management.Coordinated the moving of company operations from Norristown, PA to Phoenixville, PA.Investigated FDA electronics compliance, CFR 21 Part 11. Made appropriate changes accordingly.Created daily, weekly, monthly, and yearly sales reporting including ad-hock report requests. Coordinated all company hardware and software roll outs, licensing, and contracts.Implemented an upgraded backup solution and disaster recovery plans.Worked on IT projects while providing real time updates to management.

King Of Prussia, Pennsylvania, United States

Managed entire technical support operations to ensure corporate employees and franchisees receive friendly, prompt, and accurate technical assistance.Performed operational network administration and support. (Windows 2000/2003 Server installation and configuration, server hardware maintenance (Raid configuration, memory and drive upgrades,service packs & patches, etc.), Active Directory user/group and permissions setup and administration, network printer setup, group policy management & creation of GPOs, DHCP. DNS, VPN, TCP/IP, Watchguard Firewall configuration (NAT translation, policy manager, hardware/software updates, etc.), Barracuda mail filter and Exchange 2003 administration, backups/restores, Anti-Virusserver configuration and definition updates, and back end cabling and rack installation. Supervised the daily activities of all support functions to include training, coaching, organizing, planning, and staffing operations. Managed the processing of all support tickets to ensure courteous, timely, and effective resolution.Developed standard support operating procedures. Analyzed performance of supportactivities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Created and maintained corporate and franchisee service level agreement objectives.Performed technical support performance audits and made certain proactive call backs were completed to ensure end user satisfaction. Conducted performance appraisals, administered disciplinary action when appropriate, and made recommendations regarding raises and bonuses. Coordinated and maintained hardware, software, and copier maintenance contracts along with software licensing as required. Managed IT projects including development, deployment, and upgrades of Polaris franchisee software management system.

King Of Prussia, Pennsylvania, United States

Provided desktop and network support for 250+ corporate users in addition to phone support for a 500+ franchisee end user base.Was responsible for installation, configuration, and troubleshooting of hardware and software related issues. Maintained all IT technology related devices such as PC’s, laptops, servers, copiers, scanners,fax machines, handhelds, etc. Implemented numerous IS projects including back end server operating system upgrades from NT Server to 2000 Advanced Server, complete roll-out of new desktops to entire organization, new franchisee MIS system development, and creation of Maaco hardware inventory database.Was accountable for call tracking and ticket resolution in a timely and prioritized fashion.Traveled to new franchisee locations for network and infrastructure installation and configuration.Trained franchisees on all aspects of Polaris management operating system.Was accountable for Inventory control, vendor relations, and operational support.

Master'S Degree, Information Science

Bachelor Of Business Administration - Bba, Finance