Experience

July 2013 – Current 3M Corp. Austin, TX

IT Application Support Analyst

Maintaining and configuring networking equipment and troubleshooting databases, especially MSSQL.
Install and configuring software and hardware on PCs/servers 
Troubleshoot and resolve issues with VRIMS and MVS software and Applies methodology of process improvement when applicable. 

Preparing reports, presentations, and other written technical documents.

Use of MySQL to make changes to database and run stored procedures.

Setup VPN connections to the client sites for remote troubleshooting.

Coordinate DMV projects with internal groups for testing and setup of UAT environment.

Update case files using SalesForce.

Responsible for analyzing, diagnosing and correcting system errors, performance problems, security issues, failed and delayed daily processing schedules.

Worked directly with Development,Network Engineering, Database Administration, and QA to ensure timely and effective resolution of technical and operational issues

September 2012 – December 2012 Xerox (ACS) Corporation Austin, TX

Computer Sr. Operator
Operates stand-alone and attached equipment to complete each processing task. Monitors progress. Operates equipment to perform tasks and monitors database systems in accordance with a schedule of operations.
Identifies systems hardware and software malfunctions and takes appropriate corrective action as necessary to troubleshoot/resolve operating problems referring to established procedures and/or escalates problems to more experienced personnel within the department.
Monitoring Tools: Tivoli Enterprise Console, Netcool, NetIQ, Sitescope

Support Level 1 File Restores

Tape Media Management

Prepare Backup Reports

Ticketing Systems such as Remedy and Service Center.

Maintains scheduled reports of operations activities including trouble reports, logs, etc. Maintains daily logs, turnovers, and equipment malfunction reports.

Daily operation and monitoring of the mid-platform systems and software such as Netcool, NetIQ and Sitescope.

Level 1 support for backup and tape drive issues

Ensure quick response to monitoring tools alarms and a fast and accurate escalation to the proper group.

Timely logging of tickets in incident management tools

Follow up with Next level support for high severity incidents

March 2011 – September 2011 (Temp) Proactive Communications Inc. Killeen, TX

IT Technical Instructor
Develop course materials and assess student mastery of academic skills and competencies as determined by course outcomes
Instructed students in helpdesk role to manage Windows 2008 server, Exchange 2010, and Outlook 2010.
Developed labs and instruction for Riverbed Steelhead acceleration device and Fortigate security appliance.
Assisted with instruction of Cisco VOIP, Routing & Switching, and Wireless Bridges for deploying Satellite Engineers.
Developed student projects in Cisco VOIP, network acceleration and Fortigate security appliance. The students were given written and hands on labs.

June 2008 – Feb. 2010 First Data Corp.(FundsXpress) Omaha, NE

IT Technical Operations II –Banking Operations

Incoming internal and external phone Service Desk and BMC Remedy tickets
Customer follow up until technical issues resolved
Troubleshooting and providing detailed intensive monitoring
Troubleshooting diagnostics and technical support of production systems
Resolving issues with client financial institutions using Windows, UNIX, Perl, shell scripting, SQL, PL/SQL, PCAnywhere and other proprietary and commercial tools
Responsible for analyzing, diagnosing and correcting system errors, performance problems, security issues, failed and delayed daily processing schedules, real-time and batch connection and processing issues and all other operational issues
Merging of new and modified source code, creating ad hoc reports, analyzing problems and resolving issues.
Responsible for troubleshooting and resolving issues reported through telephone calls, verbal and written communication, automated system checkers, and problem tracking application
Worked directly with Development, Customer Service, Systems Administration, Network Engineering, Database Administration, Product Implementations and all other internal departments as well as external customers and vendors to ensure timely and effective resolution of technical and operational issues
Created and proof read knowledge base articles from experiences to share with other company personnel
Responsible for upgrades and enhancements including imaging installations, data exporter inventory and other special projects
Client side VPN administration and updating client encryption keys as needed

Project Changeover: Transition legacy system into more automated processes using shellscripts, SQL scripts, and Java.

Worked on Production Operations Team with Project Manager to transition operating procedures to be more in line with other command center businesses.

Jan. 2007 – June 2008 Fundsxpress (First Data Corp) Austin, TX

Sr. Technical Operations Analyst – System Operations(Banking)

Create and troubleshoot incoming tickets using Bugzilla ticketing system
Troubleshooting and providing detailed intensive monitoring, diagnostics and technical support of our production systems
Solving Banking issues with FXIM system, Oracle 9i-10g,Camish, or Bash scripting
Resolving issues with client financial institutions using Windows, UNIX, Perl, shell scripting, SQL, PL/SQL, PCAnywhere.
Responsible for analyzing, diagnosing and correcting system errors, performance problems, security issues, failed and delayed daily processing schedules, real-time and batch connection and processing issues and all other operational issues.
Working queued tickets that require writing ad-hoc SQL statements to update, insert, and delete on oracle 9i, 10g database.

Notify customers of any outages with real-time, imaging or bill processing.

Updating encrypting keys used for PGP and SMIME file transfers

Assisted in project to securely send customer files from remote customer systems and back to home office servers. The implement allowed customers to send larger files to be broken up to allow the system to process those files. This resulted in a 15% increase in the amount of client data that could be handled.

Nov. 2005 – Jan 2007 Home Depot Austin, TX

IT Associate Operations Specialist - Hardware/POS Tier 1

Monitoring and Supporting end user hardware and POS systems
1st level support for POS systems and registers
UNIX command line monitoring of store servers.
Including peripheral devices(i.e. scanners, scan guns and slot scanners)
Also included all store hardware to include network and label printers, Kronos clocks, and TTY terminals and store PC's.
Dispatch Onsite tech if repairs are needed
Printer and Service Unix Administration
Bounce Start/Stop Unix services
Tablet pc support with Cisco VPN, black ice support included

Sept 2005 – Nov 2005 Apple Computers Austin, TX

Apple Care - Tier 1 Portables Agent

First point of contact responsible for ensuring customer satisfaction
Handling set-up/usage questions and issues about Apple Products via telephone
Handles questions and problems that usually focus on specific product segments, addressing both hardware and software issues
Responsible for effectively positioning and selling Apple's warranty products and technical solutions
Responsible for reporting/escalating issues and problems through appropriate channels
Setup and configured Wireless Airport routers with cable and DSL connection. 

Nov 2004 – July 2005 Dell Corp Austin, TX

Gold Technical Support – Networking Specialist Tier 1

Support any hardware or software issues with windows XP and windows 2000
Supported all Dell client systems and Precision Workstations
Install of video cards in Red Hat Linux
Troubleshoot Printers lasers, all-in-one inkjets, networked printers
Troubleshoot and setup of Dell Axim PDA’s and MP3 JukeBoxes
Troubleshoot and setup wireless devices for portables and desktops
Assisted customers with networking issues and setups
Assisted customer with order status information and product how-to’s
Setup onsite repair service and/or sent necessary parts for repair

Education

Texas State Technical College Waco,TX. - (Computer Networking Systems ) A.A.S

Bellevue University Bellevue, NE. – (CIS ) B.S.

Bellevue University Bellevue, NE – (CyberSecurity) M.S.

Certifications

Network+

Message Phonexxx-xxx-xxxx-Mail xxx@xxx.com

2200 Montrose Pl. Belton, TX 76513

Last Resume Update October 13, 2014
Address United States of America
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Resume File resume2013_Sept.doc 52 kB

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