Proficient in technical/analytical reporting and presentation and documentation
Proven high-quality global-class customer service experience
Seeking a position that requires creating systems and processes to improve quality, productivity and the company’s bottom line.

PROFESSIONAL Experience

PepsiCo – Network Operations Support - Associate Analyst (Plano, TX) Aug 2012 - Present

Provide network Support within a large 24/7 data center that supports over a 1,000 sites which make up North America and Canada operations for Pepsico, Frito lay, Quaker, Tropicana and Gatorade. I manage servers and network equipment including routers, switches, Layer 3 switches, access points, and VPN and data circuits for Pepsi Corporation.

Network Technical Support

Provide break/fix WAN/LAN/Wireless support for PepsiCo North America's network infrastructure including Cisco Routers, Switches, Sprint and AT&T Circuits and VPN backup circuits.
Provide network operations support, which includes monitoring network devices using Cisco works and NNMi (Network Node Manager) which allows for polling of network devices. I use NNMi and Cisco works to quickly identify and respond to network issues such as down nodes (servers), down circuits, network devices and interfaces such as switches, routers and access points. My role enables me to access Cisco access points, routers and switches to verify and trace down network issues using Cisco commands and routing protocols. Common issues that I deal with daily are loss of power to network equipment, faulty network devices, down circuits, circuits taking errors, troubleshooting PPP Multi-links, slow network, configuration changes, network loops and down interface issues.
My role requires me to use different approaches to troubleshooting network issues that include verifying power connectivity, CDP protocol to analyze, map and verify network topology. Verification and analysis of BGP, EIGRP, RIPv2, OSPF topology and neighbor relationship. Understanding of interface protocols/status, analyze routing tables, and mac address tables. Utilization of VLAN, VTP, and trunking information across several devices one or multiple autonomous systems during troubleshooting. I use monitoring tools such as NetQos (Dashboard, report analyzer, bandwidth analyzer), Sprints' performance and reporting (Visual Up Time Select) to monitor network circuit performance for specified periods of time. I work with multiple vendors such as Sprint, AT&T GLS, Cisco and local site Telco's.
This position requires me to be skilled in providing break fix service, understanding of OSI model, being able to document the troubleshooting process using incident management. I must utilize my understanding of switch and router configurations to effectively understand how the devices operate. My task includes communicating with internal teams and providing support and escalating high priority task to senior engineers.
Mentor Infrastructure Ops on daily break/fix issues supporting PepsiCo's network infrastructure.
Provide excellent leadership to all managers, divisions, and fellow staff conducting
Excellent documentation skills creating solutions for Network Operations to use on a daily basis for a central point of reference.
Ability to take on new tasks, learn quickly, document, and drive to resolution with results.

Computer Technical Support

Support/troubleshooting for Intel, HP-UX, AIX, LINUX infrastructure servers
In-depth knowledge of supporting Intel server technologies, including Windows NT & 2000, 2003 & OS/2 and Intel server hardware configurations
Oversee the operation of Servers Software/hardware systems, ensuring that these machines are used as efficiently as possible
In-depth knowledge of major Windows subsystems and administration tools
In-depth knowledge of all major server components (BIOS, RAID/disk subsystems, NIC, etc) and be able to physically change out hard drives, swap memory, rebuild machines, etc
Facilitation and coordination of Critical Incident recovery efforts, ensuring the correct support teams are engaged and focus is maintained to completion
Performed hardware support for company’s Dell PowerEdge servers HP Proliant servers in corporate datacenter and field servers
Installed, rebuild and restore Windows Server 2003 and 2008 servers’ operating systems and configured for network access.
Troubleshoot and resolve problems with servers and LAN, including IP resolution, cabling problems and peripheral malfunctions

Critical incident coordinator

Monitoring of ticketing systems for new critical and high severity cases.             
Call / E-mail notification of critical and high severity cases to technical and management resources.             
Coordinating technical resources in a common forum for quick response and resolution of critical incidents.             

Iran Khodro Company (IKCo) –Total production System Department (Tehran-Iran) Nov 2007 - Feb 2012

IT Support/Helpdesk Engineer for a “Total Production System (TPS)” department in a very competitive and stressful environment.

Technical Support

Troubleshooting end-user hardware and software issues.
Communicated electronically or in person with computer users experiencing difficulties to determine, diagnose, and resolve problems onsite or remotely
Document, track and monitor problem resolution ensuring timely resolution and clear communication with user.
Setting up and maintaining hardware/software standards.
Isolate and resolve problems related to Windows 2000/XP/Win7, TCP/IP, Anti-Virus, Internet Explorer, and remote access services such as VPN, wireless
Isolate and resolve networking, printing, and password issues.
Installed and configured Window operating systems, common software (MS Office, Adobe…), professional applications (MS Project, Primavera, AutoCAD, …), Antivirus solutions
Installed, configured, upgraded, and maintained hardware including computer systems, scanners, printers, network switches, access points
Installed and troubleshot hardware peripherals, accessories and parts (CPU, RAM, HDD, VGA, NIC, cartridges…)
Plan, design, and implement disk imaging technologies such as Ghost or Acronis
Performed backup/restore for company’s and users’ important data as per the schedule
Troubleshoot and configure E-mails on Microsoft Outlook 2003/2007
Implemented and supported workgroups using Windows XP/Vista/7
Manage user setup in active directory and Exchange mailboxes
Participated in implementation of Windows 2003/2008 domains and services (AD, DNS, DHCP…)
Helped and participated in implementation or renovation of wired & wireless LANs

System analysis, improvement and Documentation
Designed and developed functional forms and procedures like “device naming standard”, “technical specification form”, “backup & restore procedures”, “service report”
Collected, organized and logged problems and solutions and prepared technical instructions and procedures to be used by support team: printer installation/sharing guide, software installation tips
Create reports for clients and upper management in Excel format(Writing Macros ,Create Pivot Tables)
General Coordination/Activities
Acted as point of contact to assess, research, analyze, document and resolve issues and serving internal groups and external suppliers and clients
Conducted or attended meetings with top management, other departments, technical groups to review and assess their technological requirements
Assessed hardware/software requirements, managed inventory, and supervised supply process, acquisition and deployment of products
Researched and evaluated new hardware/software solutions, provided assistance in developing strategic plans and technical recommendation and consultancy in deployment of new technologies
Reduced company costs through effective management of IT resources and resource utilization
Provided management with technical/analytical reports on IT operations, issues, development plans
Coordinated and followed-up with different teams/departments to ensure timely, high quality delivery of services as per plan/schedule, industry standards and operating procedures
Assisted other teams and departments in various projects/tasks

Education
-1999: B.Sc. Computer Science, Amirkabir University of Technology, Tehran, Iran.

-Cisco Certified Network Associate (CCNA)

Professional Training
Windows Based

CCNA Network Fundamental, Routing Protocols and Concepts, LAN Switching and Wireless at Collin

College

Communication Technology “ICT for Management”

MCSE 2003 Core Exams Training Course (150 Hours for 4 courses)

windows 2003 server Administrator

Introduction to Oracle 9i and SQL

UNIX Based

Linux Fundamental

UNIX & Solaris 8 administration

Links

http://www.linkedin.com/in/mehrkar

http://indeed.com/me/mehrkar