• Perform network management and engineering of CISCO & Juniper equipment• Design and implement new customer sites based on network requirements.• Perform routing changes to route processes OSPF, EIGRP, and BGP• Work with MPLS and VRF’s for various networks and customer requirements. • Perform routing improvements like route summarization or bandwidth policing. • Perform ACL, AAA, STP, NTP, VLAN changes to network devices. • Manage Netscout Performance Manager Servers and perform packet captures analysis with Wireshark.• Manage/utilize HP Network Automation and HP Network Node Manager servers.

• Developed enterprise monitoring system that supports IT system operations and services.• Integrated multiple applications to perform fault management and performance management functions utilizing IBM Tivoli Omnibus 7.3.1, IBM Tivoli Network Manager 3.9, Microsoft SCOM 2007 R2, CA eHealth 6.2.2, and APC ISX server. • Perform SQL updates to Omnibus database system, modifications to event flow logic, agent compliance, threshold modifications, and report design. • Establish processes between operational requirements and monitoring capabilities/tools to build customized network views for different geographical areas. • Perform troubleshooting for monitoring issues for server platforms and networking devices. • Manage HP Network Automation server for network change and control system.• Perform network management and apply network standardizations to CISCO & Juniper equipment. • Perform systems maintenance of Windows, UNIX, and Linux systems. • Manage Netscout Performance Manager Server and probes and perform packet captures for analysis.

• Managed 24 hour customer service desk & network operations center with a support staff of 30 personnel. • Managed 10 rotating support staff around the world.• Performed project management for large scale operating system and application deployments.• Focused on service desk process improvement by applying ITIL "best practices". • Created standardized call scripts for phone call conversations to improve customer interaction with service desk staff. • Improved customer satisfaction by improving team’s soft skills while handling customer calls. • Focused on first call resolution process improvements and internal escalation policy within before escalating trouble tickets to other support teams. • Utilized Oracle Siebel CRM for trouble ticketing system and analytics. • Performed Windows group policy changes to users & workstation in Active Directory. • Collaborated on ITIL V2 Service Desk processes for enterprise-wide implementation. • Utilized VB & batch scripting to perform Microsoft Active Directory cleanup and workstation updates. • Traveled to multiple locations to support customer specific operations for service desk support.

• Assistant manager and senior technician on team. • Designed and built IT monitoring system utilizing IBM Tivoli Netcool suite (Omnibus, Precision), CA eHealth 5.6.5, and Microsoft Operations Manager 2005.• Configured device monitoring for network LAN/WAN devices and server platforms utilizing ICMP, SNMP, and Syslog pollers.• Designed Microsoft Operations Manager Management packs to monitor systems. • Deployed CA Sysedge agents to all UNIX and Linux systems for enhanced systems monitoring.

• Provided Tier 2 IT support for 3,000 users.• Managed Windows Active Directory user accounts, workstations, and printers. • Performed group policy changes to support user account and workstation changes. • Managed logon scripts and created scripts to update workstations. • Utilized Microsoft SMS 2003 to deploy software packages to client workstations. • Traveled to remote sites to support customers.

• Provided systems support for Windows and UNIX server platforms. • Performed project management for large scale PC deployments.• Performed rollout of Cisco Voice over IP (VoIP) to customers.• Deployed systems infrastructure to Egypt to support customer operations for over 200 users. • Performed three month project to upgrade datacenter.

• Provided server administration, network management, and desk side support for 2,700 users. • Performed server migration from Banyan VINES to Windows NT 4.0 server. • Administered Microsoft Exchange 5.5 and performed regular backups to tape drive. • Installed and maintained CAT5, single mode, and multi-mode fiber optic cables.