Position: Service Desk IT AnalystDuties: Support 1325 stores nationwide Internet and Network connectivity issues.This would include all equipment in IT Rack (Cisco, CradlePoint and Lumen Routers, Dell servers, Palo Alto Firewall, KVM switch, Silverpeak devices and Tripplite battery backup).Supporting Manager Work stations and Ricoh printers in back offices. Also troubleshooting issues on Cisco VOIP phones and store sales registers.Store security systems (American Dynamics) as well as people traffic counters. • Utilizing quick base ticketing system creating and following up/escalating issues until resolved.• Using Ring Central SoftPhones for incoming calls. • Active directory to reset passwords as well as Atlas scheduling password resets.• Utilizing Solar Winds to very network and ports connectivity on switch.• Review logs on registers for all fatal errors.• Pin pad and scanning devices support. This includes driver updates. • Setting up all vendor dispatches to sites. • Rebuilding Associate outlook profiles.• Reviewing Electronic journals for all sales transactions. • Clearing replication logs on Server. • Replacing hard drives on registers and servers. • All issues relating to Timeclocks (resetting to manufacturers default and reinitializing)

Position: NOC Technician/Onsite support liaison for 20th Century FOX / 1st contractDuties: Provide monitoring services for all network, server, and application support. This would include FOXMediaCloud, Esprit AdminUI, Active Directory Module, Auto Downloader, Aspera Faspex, Digital Asset Doc, Fox Inflight and Fox Sports.• Utilizing SNOW ticketing System ensuring Service Level Agreements are met. • Troubleshoot and escalate all incidents using Microsoft SCOM and Solarwinds.• System health checks, failure diagnostics and front end security to applications for all suspicious logins. • Active Directory Password resets for all end users.• Provide daily activity reports to upper management. • Running nightly PeopleSoft batch jobs.• Facilitate multiple simultaneous conference bridges. • Major Service disruptions coordinator including next day follow ups.• Monitoring planned maintenance changes per shift. Position: VCA Animal Hospital Help Desk Analyst / 2nd contract• Duties: Taking on the roles of IT service desk for customer support in USA and Canada escalating critical issues as needed. This includes servers, switches, UPS, RDPs, printer installations and configurations, as well as telephone/telecom issues.• Creating and following up on trouble tickets in Service Now (SNOW) keeping accurate and up to date notes.• Dealing with critical database issues until resolved. • Installation or configuring new printers set up for scanning and faxing.• Muti Factor Application support for client’s mobile devices (OKTA), VPN issues with remote access from home set up and installation• Assist in network connectivity issues on workstations. • Arranging dispatch to site for any vendors required

Responsible for LEC Access Service Request (ASR orders) submittal and follow-ups, carrier escalations, facilities and system updates, and project/quality management. • Submit, track and document circuit orders to Local Exchange Carriers, using various internal and external systems. • Proactively manage Milestones and carrier issues to ensure order completion, within established time sensitive intervals. • Escalate with carriers for T1 order status and facility completion.• Use of various provisioning systems including but not limited to ILEC/CLEC vendor systems. • Support internal customers (including, but not limited to : CSATT/Translations, Field Technicians, RROC, Service Delivery, etc.) with issues related to the various orders that are provisioned.

Position: ICM/H-IPCC/VOIP Event Management Technician / Network Operations CenterDuties: Responsible for monitoring and isolating all events pertainingto the Intelligent Contact Management, Hosted IP Contact Center and VOIP Platforms. This would include supporting a MPLS and VPN infrastructure. Microsoft server 2003/2004 based, duties include managing all components such as perripheral gateways, network interface controllers, call routers, loggers, distributors, servers, voice recognition units, IP interactive voice response units, IP phones, voice gateway routers and Cisco Call Managers. • Monitoring and identifying all audible alarms in WAN/LAN environment using SMARTS, Alarm Tracker, Netcool Omnibus conductor, and HP CIM 7 Insite Manager System for troubleshooting and diagnose of all software/hardware faults. • Manage the trouble ticket queue of technical escalation issues utilizing EXPEDIO/Remedy ticketing system till resolved in a timely manner. This would include making recommendations to improve QoS and any reduction of cost. • Managing incidents and providing incident management team and engineers with time line of events until incident resolved and closed. • Assist field engineers with vital information pertaining to core network equipment accessing network devices remotely and performing pre and post flight test prior to planned engineer works. This would include running dump, event and application logs for further isolation. • Updating the center’s methods and procedures accessing Microsoft Sharepoint. • Coordinating and implementing Planned Engineer Work (PEWs) for planned works and tasks on network during maintenance window.• Performing simplexing on duplex paired PG’s prior to scheduled upgrades. • Assist in firewall/load balancers/proxy server issues. Also cabling of new equipment as well as decommissioning of old.

Strong technical proficiency maintaining and troubleshooting repair and provisioning issues on Lucent, Sahara and Ciena Switches supporting Frame Relay, ATM, Switched Ethernet Services, IPVPN, SMDS, and Data Kit Systems. Providing good customer care and technical support to end users for T1, Fractional T1, DS3, and OC3 circuits on both Frame and ATM platforms and Fiber Optic Services on Cisco Platform for 10M, 100M and 1G circuits. Coordinating complex repair requests and services between customers, venders and field technicians to assure good customer relations. Responsible for auditing and revising trouble ticket maintenance reports to insure data center meets MTTR objectives. Also delegated to monitor alarm alerts using NFM Alarm System. Accomplishments:• Head of team to establish and publish M&P’s for Repeat trouble ticket investigations 8/2002• Chosen to participate in tech Summit meet #1 and #2 to implement M&P’s for Frame Relay trouble shooting techniques in Washington, DC 1/2003 and New York, NY 3/2003• Actively participated in VREPAIR Application CO-OP testing in Silver Springs, MD 4/2003. This involved running IST test scripts to identify defects prior to due date completion of Trouble Ticketing System. Also participated in User Acceptance Team prior to going live.• Nominated and trained to be site Ergonomic Champion observing and correcting employee’s work habits and adjust work station setups to reduce physical and psychological problems that may cause long term debilitating injuries.

Managed GTEDS and vendor applications on mini &mainframe (PRIME 1, CNAS, E911, TANDEM, AVANTE-GUARDE); maintained tape library inventory

Operated and maintained Siemens 3800 & Bull PSSIII laser printers for customer billing statement cyclesand company reports. Maintained tape library inventory.Accomplishments:• Successful merger of GTE/Contel implementing and preparing procedure manuals for billing statements and Co. reports