Lydell Simmons Email & Phone Number

Monitored multiple systems and tools simultaneously to support and number of environments throughout the organization. Followed all incident and change management practices through successful resolution of events. Created and managed incidents through JIRA system. Documented processes and procedures as required. Researched improvements in existing workflows to improve efficiency in support.Notable Achievements:• Trained team members and other users from business units.• Developed key dashboards displaying uptime and other metrics for stakeholders• Strategized with technical project managers to integrate new clients into our Hosting Services offerings.• Collaborated with the security team to map out security solutions for the organization, such as SIEM tools & vulnerability management• Implemented use cases for automation related too, monitoring and alerting, systems maintenance and change control• Identified the root cause of severe network infrastructure incident in order to mitigate them from happening again.• Provided Network Operations Center (NOC) support on a 24x7x365 basis by shift work with rotation.

Monitored multiple systems and tools simultaneously to support and number of environments throughout the organization. Followed all incident and change management practices through successful resolution of events. Created and managed incidents through JIRA system. Documented processes and procedures as required. Troubleshooted network problems, outages and provides Level 1 Network support. Researched improvements in existing workflows to improve efficiency in support.Notable Achievements:• Trained team members and other users from business units.• Developed key dashboards displaying uptime and other metrics for stakeholders• Strategized with technical project managers to integrate new clients into our Hosting Services offerings.• Collaborated with the security team to map out security solutions for the organization, such as SIEM tools & vulnerability management• Implemented use cases for automation related too, monitoring and alerting, systems maintenance and change control• Identified the root cause of severe network infrastructure incident in order to mitigate them from happening again.• Provided Network Operations Center (NOC) support on a 24x7x365 basis by shift work with rotation.

Provided onsite IT and AV technical support for 80+ staff members.Tested the performance, functionality and security of network systems, individual workstations and peripheral devices. Maintained and controlled server room, wireless network, and server infrastructure; managed audiovisual equipment, including projectors, laptops, and videoconferencing equipment.Notable Achievments:• Sustained safety protocols, ensuring proper, cost-effective and safe handling usage of equipment and materials.• Oversaw hardware and software systems current with the latest patches and current licenses related to our vulnerability management program.• Reviewed, analyzed, and implemented software solutions for project specifications.• Provided level 3 technical support for server and end user incidents• Administered Microsoft Active Directory, Exchange, and Remote Desktop Gateway• Served as an operating system expert, providing technical support for the entire enterprise environment.

Charleston, South Carolina Area

Respond to telephone, written, or Internet-based inquiries of both basic and complex technical nature supporting the company's products and services. Support primarily related to external clients, but may also assist and advise internal clients.Notable Achievements:• Analyzed both routine and non-routine problems with wireless equipment, software applications, and network performance to identify root cause and provide recommended solutions• Recommend solutions to customer questions which may require follow-up or escalation to another agent..• Documented recurring incidents to report to customer service team.

Charleston, South Carolina Area

Provided training on equipment and software operations Responded to technical problems, diagnosed problems and escalated issues. Completed installation, configuration and patching of hardware and software for users.Notable Achievements:• Supported iPads with Mobile Device Manager (MDM) and help maintain and update the current Apple operating system.• Worked closely with clients for the duration of projects.• Instructed companies to take advantage of current technology to improve business processes and productivity.

Computer Science

Back End Engineering, Java