Responsible for the daily administration, maintenance, and support of the Network Management Systems tools and servers utilized by the Network Operations Support Centers to support its customer base. Managed the upgrades and migrations of the monitoring applications and server operating systems for over 150 servers. Configure and assist customers with establishing point-to-point VPN tunnels for monitoring access. Process customer network additions, deletions, and changes to monitoring. Develop and maintain the alerts and events in the monitoring platforms as well as load, audit, and maintain customer devices in the ticketing system to allow management system events and alerts to be ticketed on. Conduct customer and NOC staff on the tool sets used to manage customer environments.

Provided nationwide support to system administrators for installation, configuration, and troubleshooting for company-developed software. Assisted clients with integrating company software into existing environments and setting up cross-platform compatibility with other applications, including Windows Server 2000/2003, SQL 2000/2005, IIS, Outlook, and Crystal Reports. Facilitated communication between clients and internal sales regarding software upgrades, and add-on modules, and licensing. Replicated and troubleshot issues relating to company software and tested and recommended appropriate solutions. Documented application bugs and escalated critical errors, design flaws, and feature requests to the product development team.

Deployed and troubleshot desktop and laptop hardware and software issues. Planned, implemented, maintained and supported servers including Windows Server 2000/2003, Windows Update Server 2003, and Netware 4/5/6 servers. Managed archival processes including data backup and restoration. Coordinated and supported LAN/WAN and phone systems.

Deployed and troubleshot desktops and laptop hardware and software issues including offsite personnel telecommunications support. Planned, implemented, and supported back office server support systems while managing data recovery and restoration. Troubleshot network issues and configuration of the Cisco routers, switches, and firewalls.

Resolved desktop hardware, software, and connectivity issues as well as installed software, system patches, and upgrades. Tested and documented software installation procedures, packaged applications for automated deployment as well as deployed and supported dial / broadband networking hardware and software. Managed network security and related tasks using various administration tools.

Data entry and desktop support for company headquarters and training office