• Create and route incident tickets to document issues and notify appropriate support groups for processing.• Provide Level 1 support and troubleshooting of computer hardware and software issues.• Perform operational activities including system saves and restores, AS400 IPLs, server reboots, off-site tape storage and report generation and distribution.• Perform user account set up, security maintenance and systems monitoring.• Coordinate support team escalations and alert communications during major incidents.• Provide incident and problem management.

Ensured company and customer servers were safe and secure. Worked to ensure customer’s web sites met legal and regulatory compliance. Responded to server alerts, outages and performed data center maintenance, assisting the network operations team.• Reviewed and responded to customer service tickets and emails utilizing Zendesk, escalating or resolving expeditiously.• Protected safety and stability of network, by monitoring and responding to security alerts using Nagios.• Audited customer web sites in Linux and Windows for security issues to guarantee customer web sites and internal systems safety.• Monitored Postfix / Exim mail queues and Spam Experts reports for indications of hacked and fraud email accounts, securing those accounts to protect servers and potential victims.• Assisted with resolving Alert Logic and Nessus reports to better secure customer’s network and web sites and assist with regulatory compliance.• Worked with legal department to resolve trademark, DMCA and other legal issues, protecting company from legal liabilities.• Created and managed PHP / MySQL database to allow for proper documenting, tracking and evidence reporting of current and past abuse and security issues.• Consoled servers and reviewed logs to determine cause and best resolution for server alert or outages.• Resolved emergency or customer service hardware maintenance requests.• Performed network requests such as moving servers, manage cabling or other hardware maintenance required by network operations team or customer.