Responsible for proactive and reactive security and network monitoring of all Consumer Cellular internal and external network, application, and hardware environments. I utilize analytical and problem solving skills to identify, triage, and escalate issues to security engineers, network specialists, system engineers, and local helpdesk technicians.• Monitor information on all network sites with the use of various monitoring tools• Monitor security tools for active alerts and work with corporate security to resolve them• Identify and resolve or escalate any possible outages or deterioration of components in the system• Act as first point of contact for incident and problem resolution• Perform initial troubleshooting and data gathering to identify and resolve issues in an efficient manner• Ensure proper escalation to technology operations teams and local system technicians• Coordinate communications status updates to all stakeholders• Maintain detailed logs and updated operational procedure documents• Open and track support tickets with external vendors including telco and network carriers• Monitor network security and report and document any potential breaches

• Scheduled and maintained all production responsibilities, including processing batch jobs, restore requests for all levels of users, conversion/deconversion requests, platter requests, and FTP/NDM transmissions.• Monitored and identified all Network activity utilizing a complex application called SolarWinds that interacts and corresponds with all hardware on the Network, including servers, routers, and switches and specialty equipment. Escalated and communicated with all users, network, and application support personnel re: Network and Database status.• Used independent judgment when identifying and resolving major issues, including taking appropriate escalation steps, communicating specifics to the correct party, documenting all tasks that are completed, and reviewing all error logs. Other support responsibilities included troubleshooting problems, identifying root cause of problems, creating and assigning ticket numbers, etc.• Monitored communication links throughout network systems. Assisted in troubleshooting the problems with the on-call individual. Maintained production capabilities for all equipment within the NOC. Responsible for keeping secure all computer room equipment.• Provided timely ad-hoc support for requests such as NDM or FTP transmissions, conversions or deconversions, file restore requests, and platter requests via the FileNet system.• Monitored RISC console for system activities. Viewed all error messages. Resolved error conditions where possible. Identified availability for FTP or NDM transmissions to ensure efficient transfer of secure data.• Created, documented, and implemented computer operation procedures.• Performed other miscellaneous duties as assigned.

Provided help desk support for Dole Fresh Vegetables employees.Processed service requests received by phone, ticketing systems, and e-mail.Diagnosed and resolved moderately complex system hardware, software, network, and operator issues.Interfaced extensively with end users, peers, computer technicians and other information personnel for the resolution or escalation of desktop related problems.Assisted with all aspects of technical support.Instructed end users in the appropriate use of equipment, software, and reference materials as needed.Used programs such as Mainframe, TSO, MS Active Directory and AS400 to assist in resolving end user issues. Leslie’s Pools and Supplies Corporate Center

Provided help desk support for software, printing, and network access issues.Analyzed problems and escalated tickets as needed. Gave up-to-date information to stores regarding any outages, software, and hardware changes.Assisted in managing the PCs of all users in the corporate center.Reset and unlocked user passwords, exchanged monitors and keyboards.

Responds to customer inquiries via internet and inbound callsProvide troubleshooting for various OS, Software packages and School databases for students and staff.Analyze procedure and resolution steps for accuracyUse various software to track and catalog information as necessary.

Payment Gateway Set-up Specialist/ System MigrationMigrated clients from old payment server onto new server.Used WebEx remote software to make changes to clients system.Troubleshot issues that were preventing completion of migration.Created tickets for escalated issues.

Resolve customer service inquiries and concerns regarding our products and services (bills, coverage area, promotions, store locations and hours). Increase customer satisfaction by offering alternative solutions and products.

Troubleshot and fixed work orders for new customer set up service.Coordinated with on-site technicians regarding any new installation issue i.e. Internet, Digital Cable, Voip.Worked with level 2-3 support within own department on escalated issues.Created and submitted work completed work tickets.

Set pick up and delivery appointment for shipmentsTracked shipmentsResearched billing inquiriesInbound/outbound callingData entry

Inbound callingData entryTroubleshoot customer’s accountsVerified bank ledgersOpen/resolved accountsResearching balance inquiries