Wayne Gabbert Email & Phone Number

Consolidated Edison Of New York

As member of the Network Desk, provide 24 X 7 monitoring and support of Con Edison, Con Ed Solutions and Orange & Rockland wide area data network infrastructure.Monitoring/Corrective Action:* 24 X 7 monitoring and support of:Routers SwitchesFiber connectionsUPS’Critical WorkstationsServersData CircuitsFirewallsControl Center – Frame NetworksInternet connectionsDWDM/DPT gigabit connectionsLWAP – Lightweight wireless access points* Monitor and support mainframe access and interconnectivity.* Review and take action on daily reports generated by Concord to identify data transmission errors on T1’s that are indicative of poor performance and symptomatic of potential failures. * Restart or restore equipment and applications using remote access facilities. When remote troubleshooting is not possible. Dispatch field support personnel or vendors (Verizon, AT&T, MCI-WorldCom, IBM, Vital Networks, and CCTN) to addressed failed hardware and infrastructure. * Takes action on alerts, following established procedures to identify root cause, notify appropriate personnel, and initiate all necessary remedial actions. Administrative:* Maintain library of troubleshooting and service restoration procedures. * Map updates: deleting and editing, local switches, corporate servers and UPS devices to the map.* Manage events, coordinate support staff response, issue advisories, coordinate conference calls.* Publish the Network Occurrence Report at the end of each shift.* Perform checklist at the start of each shift to verify the health of the WAN/LAN Networks

New York, New York

As member of System Monitoring Group, provide 24 X 7 monitoring and support of Con Edison, Con Ed Solutions and Orange & Rockland critical applications.* Report and document problems and their resolutions* Central point of contact during IR events* Act as liaison between NOC and PC team * Proactive event management* Provide first level technical support to callers with computer and technology related problems.* Recognize and respond to large scale events, i.e. LAN failures, virus infections, etc.* Provide one-stop service to company employees using company computer equipment and a wide variety of mainframe, client/server and internet/intranet applications; Microsoft products including Windows Operating Systems, MS Office, and Outlook; remote access and other technology used by employees.

New York, New York

As member of Information Resource team, provide assistance in application support, desktop support to over 10,000 users using company computer equipment and a wide variety of mainframe, client/server and internet/intranet applications; Microsoft products including Windows Operating Systems, MS Office, and Outlook; remote access and other technology used by employees.* Provide first level technical support to callers with computer and technology related problems.* Supporting a diverse desktop environment with an understanding of the mainframe, client/server and Internet environments. * On call, and respond to emergencies.* Document calls in MAGIC, and use available knowledge and procedures to troubleshoot and resolve problems.* Provide one-stop service to company employees using company computer equipment and a wide variety of mainframe, client/server and internet/intranet applications; Microsoft products including Windows Operating Systems, MS Office, and Outlook; remote access and other technology used by employees. * Utilize Bomgar for remote support of desktop users and corporate servers.* Review and maintain familiarity with Help Desk procedures outlining the workflow process, responsibilities and disposition of problems. * Recognize and respond to large scale events, i.e. LAN failures, virus infections, etc.

New York, New York

As member of Project team, provide assistance in migration, application support, desktop support to over 3000 users utilizing multiple platforms in an intensive environment involving Citigroup, Smith Barney and Morgan Stanley financial institutions.* Create Global groups and Computers in Active Directory.* Create/Administer User accounts in Active Directory. * Migrate 3,000 SOE users to VDI using VMware vSphere 4.* Create, modify Batch scripts and VbScripts to automate repetitive administrative tasks.* Perform Nas Volume creation.* Resolve network DNS and IP Conflicts issues.* Configure Remote Access and Security policies.* Document Users Profiles and Migration process.* Troubleshooting Email and Application issues.* Load Images and Configure operating system in more than 3000 Virtual Machines using Sphere 4.* Migrated Data and Applications Profiles for more than 3,000 users.* Migrated users from SOE to DSI platform.* Create Application Services, Associate Application groups and services, Notify Computer Applications utilizing HP OVCM.

New York, New York

Assists staff with technical support of desktop computers, applications, and related technology. Support included specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities required interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. Utilized one-on-one and remote consultancy to end users and staff. Assisted in the maintenance and testing of computers and associated equipment. Responsibilities required independent analyses, communication and problem solving. Performed duties and responsibilities with little supervision that required initiative and judgment.* Provide level 1 and 2 support of Fixed Income, Foreign Exchange, and Commodities business units on-site and remote locations.* Provide support to more than 600 end users on a variety of desktop and laptop computers employing Windows XP, Microsoft Office, and diverse desktop and web-based applications distinctive to the financial industry.* Serve as Frontline escalation for issues involving Desktops and Market Data applications.* Provide technical support via in person, telephone, email, and utilizing remote access tools.* Participate in company BCP drills, documenting issues, and assist in correction.* Responsible for Capacity Management within the Fixed Income, Foreign Exchange, and Commodities business units.* Maintain relationships with Engineering colleagues to stay abreast of application changes and additions, outages, blackout periods, etc.* Manage team of 10 Tier 1 and Tier 2 Technical Support Specialists* Recommend hardware and software solutions and upgrades using established procurement processes.* Oversaw the investigation and resolution of hardware and software issues both remotely and on-site.* Identified and removed computer viruses and provided major repairs in accordance with outside vendors.

New York, New York

Performed varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements. Performed installs, moves, adds and change (IMAC) activities, as well as data backup and restore on certain accounts, for clients. Responsible for resolving problems and performing IMACs within Service Level Agreement objectives (SLA), and completing all related administrative duties. Main interface to the customer, acquired understanding of the local and regional infrastructure and key contacts in the other competencies, i.e. network team, server admin, etc., in order to ensure that the proper team is aware of, and taking action on the problem.* Installation of new PC and UNIX desktops and/or peripherals.* Account creation and/or account coordination of New Hire requests associated with installs.* IP Address assignment and host table update.* Asset scans associated with all service types to ensure the continual update of the hardware and software inventory.* Install, configure, and troubleshoot Market Data Applications (Bloomberg, Reuters).* Install, configure, and troubleshoot Blackberry, Palm, PDA devices.* Ensure compliance for Service License Agreements, Inventory Detection/Discovery, and Asset Management Program.* Movement of PC and UNIX desktops and/or peripherals associated with user moves.

New York, New York

Worked in partnership with clients, advising them how to use information technology in order to meet their business objectives or overcome problems. Assisted in the improvement of the structure and efficiency of an organization's IT systems. Involved in a variety of activities, including project management, client relationship management and systems development. Responsible for user training and feedback.* Perform clean installs and upgrade of Windows 2000 Server and Professional.* Install and utilize RIS Server for automated Windows installations.* Install, configure, and troubleshoot Active Directories.* Install, configure, troubleshoot DNS, including DNS zones, Host (A) records, Microsoft (MX) Exchange records, SOA, PTR, and First, Second, and Third Level Domain name implementation.* Install, configure, and troubleshoot Microsoft Exchange 5.5.* Install, configure, and troubleshoot Microsoft Exchange 2000.* Perform Migration of Exchange 5.5 to Exchange 2000.* Install CAT 5, 5E, and 6 cabling, jacks, patch panels and punch down blocks.

New York, New York

Identify, troubleshoot and resolve problems encountered by users of various servers and desktop systems. Troubleshoot and solve local-area network problems. Provide technical support to end-users regarding computer hardware and software. Provided technical expertise to end-users regarding optimal set-up for software, hardware and network use. install, configure, monitor and troubleshoot a wide range of network and data communications software and hardware. Train users in various software applications and network-related procedures.* Performs on-site technical service for multiple clients.* Lead Technician, Arthur Anderson LLC.* Managed service calls, including diagnosing, resolving, and documenting client issues with Vantive Help Desk software; conducted preventative maintenance for equipment.Increased "first-time resolve" to 90% from 30% by initiating a preventive maintenance process.* Performed on-site service, installations, testing, and repairs of computers and peripherals including Hewlett Packard printers, Tektronix Printers, Compaq Desktops, IBM Desktops and Laptops.* Oversaw the warranty repair process, and tracked maintenance records in a database system.* Executed the troubleshooting and return of leased IBM equipment.

New York, New York

Worked in partnership with clients, advising them how to use information technology in order to meet their business objectives or overcome problems. Assisted in the improvement of the structure and efficiency of an organization's IT systems. Involved in a variety of activities, including project management, client relationship management and systems development. Responsible for user training and feedback.* Managed staff compliance with established policies and procedures, and training plans.* Provided training to 15 entry-level technicians on subjects that included troubleshooting, installing replacement parts, ordering parts, and checking and verifying warranty status.* Ordered, tracked, and distributed documentation, reference manuals, and training guides.* Managed service calls, providing telephone or on-site service, dispatching technicians, setting priorities, monitoring cost and time requirements, and overseeing warranty service.* Provided essential assistance to the Katz Media rollout of Windows 2000 from Windows NT, generating both a profit on the account in two days and significant cost savings for the client.* Offered clients advice on hardware and software installations.* Managed on-site and off-site maintenance, including troubleshooting, resolving, and documenting issues, performed and tracked tests and repairs including service covered by manufacturer's warranty.* Directed preventative maintenance, installed and maintained operating systems and applications.* Created a backup and recovery plan that used a priority ranking of system components.* Provided basic instruction on applications and utilities to technicians and clients.