- Driving critical client impacting incidents (P1/P2/P3) to mitigation through conference call/collaboration tools (Microsoft Teams, Adobe Connect), support team engagement utilizing paging systems (MIR3, XMatters) and communicating to business and technology stakeholders as well as clients via communication tools (ServiceNow, Notify, and MIR3).- Correctly Identifying impact and ensuring proper prioritizing of incidents via SLA/KPI matrix and monitoring tools (Splunk, 1000 eyes, Moogsoft, Netcool, ASM application monitoring).- Approval and creation of Emergency Change Request following the gathering of proper ICTO/Business/Client approvals,- Initiated post incident root cause analysis gathering and opening of problem records to assist problem management,- Full documentation of incidents via ITSM tools (BMC Remedy, ServiceNow, CA Service Desk).- Project Lead on review of Incident Management policies and procedures and performed GAP and SWAT Analysis to ensure compliance with ITIL standards.- Established Aged Incident Reporting standards, created automated reports for aged incidents to be provided to all stakeholders, and chaired, established biweekly Incident Governance meeting for First Data.- Lead project team of 8 to migrate over 2000+ on call schedules from legacy in house paging tool to MIR3.- Project Management activities included full review of Incident Management policies and procedures, Migration of legacy paging system to MIR3, and establishment of automated daily aged incident reports and installing of Incident Governance were all documented via project management software (JIRA)- Evaluated and screened proactive monitoring and new paging tools to be implemented company wide.- Served as teams SME for configuration, administration and patching of applications (Adobe Connect, MIR3, Legacy paging Business Notification tool) .

- Hired initially to oversee Proactive Maintenance for Datacenters and Customer Environments while responsible for Remote Management Systems (Kaseya, Labtech,) and Network Monitoring Systems implementation (PRTG), and Enterprise Backup SME (Veeam, Evault, Efolder).- Served as Lead Infrastructure Engineer for Atlanta Data Center and Hosted Client Environment. Management of 200 +servers on Multiple Hyper-V and VMWare Hosts.- Served as Onboarding Engineer for all new clients including documentation for Site Survey’s, creation of Runbooks, VISIO diagrams, and implementation of RMS\NMS tools, deployment of backup systems.- Supported Sales Team as Engineering Lead and Solutions Architect.- Served as resource for ensuring clients were ITIL compliant across Service Delivery, including Incident Management, Problem Management, Change Management, and Vendor Management.- All Data Center Infrastructure responsibilities included support, configurations, and maintenance of all systems: Hyper-V 2012 Host and VM’s, VMware 6.5, Citrix, Dell and EMC SAN’s, Barracuda for Spam Filtering. CPANEL for website hosting and DNS\ MX Records Multitenant Hosted Exchange environment with Website Panel\Exchange 2010. Exchange 2016\Server 2016 for non-multitenant clients. Separate Nutanix Hyper converge environment for corporate- Managed 200+ individual client environments - Firewalls: Cisco, SonicWALL, WatchGuard, Fortinet, Untangle, and PFSense - RMS/NMS/CRM: Labtech, Kaseya, Connectwise, PRTG- Enterprise Antivirus: AVG,Webroot, Malwarebytes,- Backups Solutions: Veeam\ Symantec Backup Exec\Efolder\Evault.

Senior Systems Engineer July 2015 - February 2016Atlanta, GeorgiaProliant Inc - Served as Primary Site IT Resource supporting 1 datacenter, 13 remote sites - Systems supported Included Barracuda 600 Spam Appliance, Exchange 2010SQL Server 2008, CitrixXenapp/XenDesktop 4.5, VMWare 4.0, and 5.5, Hyper-V Windows 2012, Legacy 2003 and 2008R2 systems. HP MAS 3000 NAS appliance, HP Powr Vault Tape Backup. Symantec Backup Exec- Networking equipment supported included Checkpoint/Cisco ASA 5505/5510 Firewalls. Cisco 2960, 7200, 8350, 2900 and 2800 series switches/router, Fortinet-Coyote Load Balancers - CRM and NMS Systems including – Solar winds, Observium, and OS Tickets-Performed all hiring for IT department including IT Helpdesk and Senior Network Security Administrator. -Served as Incident Manager for All System and Network related incidents.

Oversaw 32 support operations technicians and engineers across Contact Center, Support Operations Center, and Offshore Vendor Call Center. Top achievements included rollout of Major Incident Management and ITSM Tools (PagerDuty), establishment of Retraining program, Process and Policy documentation, and hiring of 8 engineers.

- Served as Tier III Systems Engineer in ITIL Managed Services Environment.- Duties included serving as an Escalation point for Support Operations Center Engineers I and II regarding Incident, Problem, and Change Management.-Responsibilities included providing support to multi domain convergent networks in Hosted Data Center Environment as well as on site customer Servers, D/R, VoIP and other Network equipment.-Tasks included troubleshooting, break/fix, administration, and changes to Servers (2008 and 2012), Exchange, Active Directory, Group Policy, IIS, and Load Balancing/Clustering. VMWare 5.1/5.5, Microsoft Hyper-V, Citrix XenApp, Cisco UCS/ Nexus 5000 series switches. Cisco 2600 switches, Cisco ASA, PIX firewalls and WAP devices. SonicWALL Firewalls, Fortigate Firewalls. Dell/ HP Layer 3 switches. Supported VoIP vendor administration included Cisco, Shortel, and Fonality. Supported ERP/CRM platforms across healthcare, legal, and financial services customer base including Abacus, Hummingbird, HealthMed, and Connectwise. Network monitoring systems included the use of Labtech, Kaseya, FortiManager/FortiAnalyzer, and Vistara platform via NetEnrich vendor. Provided disaster recovery using Symantec Backup Exec, Appasure, Veeam, NetBackup, Vistara Backup, and Acronis.

-Served as the 3rd Shift Senior Systems Engineer, team lead, and escalation point for Support Operations Center. NOC-Responsibilities include providing administration /security /support /maintenance of Microsoft Servers (2000, 2003, 2008R2, 2012, 2003 SBS/2012r2) and Hypervisors (VMWare5.1/ Microsoft HyperV/Citrix Xenapp), -Backup solutions supported and monitored for disaster recovery included Symantec, VEEM, Barracuda, Accronis solutions.- System administration included Microsoft Active Directory, Group Policy, Exchange (2003, 2008, 2012) administration, Blackberry Enterprise Server Implementation/ Administration, -Routers, Firewall and switch maintenance( Cisco Pix and ASA firewalls, 2600 series switches, Nexus 5k switches, Juniper routers.--Data circuit troubleshooting for customer networks (Cable modem, DSL,T1, T3, ATM/Frame relay data circuits),network monitoring, maintenance and troubleshooting utilizing Wireshark and Windstream software, Fonality VoIP product, -Database Support (Access, SQL, SAP, Lotus Notes, and Siebel), CRM, and ERP product support. Projects include interfacing with vendors for large scale site design and upgrades, new server builds and deployments, implementing backup and disaster recovery solutions. Use of Kasaya/ Aspect network monitoring and Oracle dispatch and Remedy ticketing systems and Bomgar remote control tools to provide assistance to customers. On Call duties include providing after hours technical support field technicians.

Duties included providing escalated helpdesk /desktop /network/ telecom/ server /network printer support for 40+ sites nationwide and North American Corporate HQ in Roswell, GA. Systems supported included Server NT/2000/2003/2007 administration, Lotus Notes 8.0 and 8.5.2 / Blackberry Administration, Active Directory Administration for users and security groups, Remote support via Dameware and Remote Desktop, as well as serve as 2nd tier escalation point for Remedy Incidents. Support was provided for VPN, Lotus Notes Databases, Office 2000/XP/2003/2007 clients, Microsoft Exchange 2007, Cisco VPN5.0.06, IPASS 3.7 remote connect, FTP sites, VOIP phones, TCP/IP, LAN, WIFI, and MPLS networks. Hardware and Printer support included HP and Dell laptops and desktops and Xerox/Brother/Lexmark/Epson/HP/Dell Printers in both a network environment and local printer setup. Telecom duties including primary contact for site support for AT&T monitored MPLS system and to coordinate outage repairs and monitor nationwide network via Spectrum monitoring tool. Projects included nationwide software deployments (NAMP/Symantec Endpoint Protection 11 roll outs/Microsoft Office 2007 upgrades) as well as Hardware deployments of 200 Dell laptops with XP and Windows 7 and desktops (Using Symantec Ghost and Windows Backup imaging tools). Travel was needed for several projects to external sites to assist with network resource implementation (Riverbed equipment for network optimization, server deployments, and network switch/router integrations), inventory, and user hardware support.

Duties included providing support for LAN, WIFI, Blackberry, Dell Laptop and PC, VPN and all Microsoft related software (Excel, Word, Project, Visio, and PowerPoint issues. Projects included site upgrades to laptops/desktops, site routers and switches, and wiring of data center.

Duties included Help desk/ desktop support, Lotus Notes administration, project management, and LAN administrator for two Georgia VWRI locations. Project Management roles included new PC roll outs to 200 users, migration from WIN2000 to XP platform, implementation of Lotus Notes 7.0, overhaul of site data centers. Day to Day tasks included Data Center Management-running cable monitoring switches/routers, LAN, WIFI, VPN support, Lotus Notes Database/Email support, Laptop/Desktop support data migration, Blackberry, and printer support, Server 2003, Server 2007 administration. Remote Site assistance as well as being On-Call, working revolving issues and projects via Remedy.

Duties included troubleshooting/maintaining/supporting network, printer, VPN, Email, and Lotus Notes Database related issues via phone, chat, email, and remote support. Databases included course content, applications, and email. Support was provided via mail, chat sessions, remote assistance and ACD phone support worldwide for all technical related problems for online classes and virtual classrooms. Remote Connection utilities Net Meeting, Remote Desktop, IBM Ayudame and software such as Microsoft Office, Lotus Notes 7.0, and Token VPN access were utilized daily.

This was a 3 month contract whereby duties performed included providing support/ monitoring/ and testing of customer circuits along a worldwide fiber network via the Transport/VoIP NOC. Remote Monitoring was done for the following circuits which included –IVAD’s ATM, FRAME RELAY, DSL,GIGI, Point to Point DS1 (T1), DS3(T3), OC-3, OC-12, OC-48, OC-96, OC-192 and OC-768. Troubleshooting of circuits often involved checking the state of the circuit, initializing and taking down of soft loops to NIU/CSUs of carrier/customer equipment, checking interfaces on a series of MUX’s(switches), DAX, Juniper and Cisco routers. Daily tasks included handling escalations for outages related to major circuits, interfacing with carriers and LECs for testing of “down hard” circuits from the carrier’s equipment, as well as dispatching techs and LECs for maintenance assignments. Monitoring was done via a preemptive monitoring system. Net Test, React and Telnet (terminal services) were used to gain access and troubleshoot routers and switches. Net Test was used predominantly for testing DS1’s. All cases were managed in Clarify, Remedy, and Onyx-CRM ticketing systems. Customer outages and notifications were received via email and through an ACD phone environment.

Duties include monitoring alarms, running reports, maintenance and fix/change requests for Cisco Enterprise VoIP solutions .Supported Systems included Nuance Servers, ICM, CVP, Call Loggers, ACD, Aspect system, Cisco Call Manager, all partied to the Cisco Enterprise VoIP Solution. Job function provides for organizing of regular meetings and /providing escalated support to remote sites.

Duties include working as a team leader in 2nd Level support for worldwide NOC desk for UPS. Maintaining CISCO router (2600 series,7200 series), AS400 on back end of a Sprint Managed Frame Relay/ MPLS network. Monitoring Data center alarms, handling issues related to Supply Chain Solutions UPS customers. Function included resolving Escalated issues from 1st level support, Service calls from Remote Sites. Scheduling of weekly reports and team meetings

Duties included working in a Systems Administrator capacity as a tier 3 support for help desk. Responsibilities Included serving as administrator for the following systems and supporting end users with VPN, TCP/IP, WAN/WIFI, Phone PBX, Enterprise Microsoft Exchange Mail, Server Active Directory, Network Printers, and Blackberry Support. Remote assistance via Real VNC and Remote Desktop were used in Remote Deployments. Project Management Experience: included Exchange Mail Deployment to 484 remote Users, Creation of Inventory Database and Phone Log system via Remedy Ticketing system. Support of Dell Desktops and Laptops, Servers with Server 2000/2003/XP/ some UNIX. Supported Blackberry Functionality, Handheld (Palm and Toshiba), and Nextel Phones. Ghosting of over 500 machines dealing with Platform Migrations and Norton Symantec Ghost software