Summary

Work experience

• Technical Support Engineer II (Federal Team - PowerScale/ Isilon)

  Dell EMC

  2020.11-Current

  (6 years)
• Business Owner

  M.L.S. Syst3ms

  2007.08-Current

  (19 years)

  Computing services, Technical consultant Administer, Repair & Maintain proprietary commercial computer system that requires 99% uptime Assist, remotely and locally, various individuals with various issues from Malware/Virus infections, hardware problems, all the way to system building, software installation & maintenance, and system administration As an example M and M Specialties of Fresno, CA contracted me. They have an annual revenue of around two million dollars as of 2019. The following bullet points are among the services I did for them not including the service contract: I updated a complete network from Windows SBS 2003 to Windows 2016 Essentials. I set up groups and permissions for each department, i.e. Sales, Production, Warehouse, and Finance/Administrative I joined each computer and other objects to the domain in correct groups. I added users and added them to the correct groups. I also set up remote desktop permissions based on their MS licensing. NOTE all the above was handled remotely either by phone, Remote desktop, or Teamviewer Show less
• Network Operations Center L2 - eBay

  Cognizant

  2020.02-2020.04

  (3 months)

  eBay eWatch Network operation customer support facing monitoring of Customer Support tools, internal and external websites, multiple data center throughput and connectivity, internal VoIP phone systems, support for L1 agents for possible bugs, create bug reports, collect logs and report to developers as tasks as needed.
• Migration Specialist - Henkel

  Unisys

  2017.07-2017.08

  (2 months)

  Performed computer system migration for 192 user computers for the merger of Sun Products to Henkel This was a 3 week contract and for 2 weeks we were short 1 IT professional, the last week we were missing 2; however we still finished on time. I worked 5 days a week between 9 and 10 1/2 hours per day. This was a 3 week contract. Migrated Windows 7 desktops and laptops to Windows 10 including updates Installed and verified functionality of proprietary and general use software for needs of user and Henkel Migrated Office 2007 and 2010 to Office 365 including the users .pst files Migrated all the user’s personal files and mapped drives from the user’s old system to the new Educated the users to the nuances of Windows 10, Office 365, and how their old and new Calendar and Email account could be accessed and used Installed the new systems at the users work location by changing switch port #, setting up docking station, connecting monitors etc... Installed network printers on site and verified functionality Tested and verified on site, post install, the user’s new system functioned acceptably, and documented and reported what didn’t Show less
• Technical Support Specialist - Amgen

  Unisys

  2016.12-2017.05

  (6 months)

  Provided assistance to Amgen’s Field Sales Agents with technological problems with proprietary and general use software within government and pharmaceutical industry standards and policies Assisted Amgen employee’s reset their Active Directory passwords when needed Helped with installation, use, and troubleshooting of proprietary and general use software Taken ownership of inbound call, IM, and email cases promptly and courteously Troubleshot and resolved issues with hardware, software and networking on HP laptops, Epson printers, iPad, iPhone, docking stations, monitors etc... Educated customer about hardware and software usage Supported Microsoft Office, printer setup, VPN connectivity, RSA Token, Win 7, 8, &10, iOS 7.x – 10.x Provided proper escalation of tasks and incidents to proper resolution groups within SLA Followed up as was necessary to confirm resolution within SLA Assisted users with RSA token login issues Directed Field service sales agents, to the correct point of contact for the requested advice or services when outside of scope of responsibility Show less
• Senior IT Client Support Technician (Rubicon Operation Control Center) - Sys Admin

  EMC

  2014.08-2014.10

  (3 months)

  Network Operations/ Linux System Administration Responsible for the day-to-day integrity and monitoring of the existing infrastructure to ensure adherence to committed SLAs, consistency across server platforms and proper integration of infrastructure components. Participated in the feedback loop to the architecture and engineering team in order to capture any gaps in design or documentation Responded to NMS alerts Correlated technical issues Documented incident details and correlated incident patterns Pro-actively monitored systems to prevent customer facing issues Interfaced with other IT groups and business units Troubleshot and resolved technical problems Utilized technical knowledge in departmental efforts Assisted in implementing resolutions for system performance issues Monitored the existing ecosystem to ensure problem free operations Communicated with architecture and engineering to improve overall efficiency, reliability and scalability of the services Provided input into deployment scheduling Assisted with implementation of computer architecture based on approved designs Assisted with maintaining host-based storage configurations Responded to on-call notifications in a timely manner Show less
• Cloud Disaster Recovery Specialist

  EVault

  2013.03-2013.09

  (7 months)

  Performed complete recoveries of clients business systems into a virtual environment (VMware) within contracted RTO Organized design calls with business clients to confirm network configuration, server configurations (OS, hard drives, RAM, etc…), server roles and applications (Domain controller, File, Exchange, SQL, QuickBooks etc…) Create virtual machines in a VMware ESX environment according to clients original and contracted specifications Performed a Bare Metal Restore, or a System State restore of client safesets of multi-server business systems stored within Evault’s secure vault environment Submitted VLAN specifications needed for the clients business systems to function as live to Evault recovery NETOPS team Restored Windows domain controller(s) (Win 2003-2012) to functional level. Verified FSMO roles, DNS, verified the correct services were running, and all other functions needed by other servers in the restore environment was available Restored the data jobs to all servers within the ESX environment using Evault’s proprietary tools. Types of data would include MS Exchange 2000-2012, MS SQL 2003-2012, and others Verified and tested complete operating network environment, for functionality, and throughput. Communicated with client and had them verify results in a timely fashion Delivered testing documentation of the results of complete environment to the client within 24 hours after verification Assisted with ticket management within SalesForce Assisted data integration between Microsoft SharePoint, Google Docs and Salesforce Assisted in SalesForce Dashboard UI showing Team Stats, Goals, and Timeline, pulling data from various sources Installed and Set up Salesforce for Outlook Show less
• Technical Support Helpdesk -USDA Forest Service

  Xerox

  2010.03-2013.06

  (3 years)

  Assisted Forest Service employees with day to day issues with access and use of Government systems Reset USDA Forest Service employee’s Active Directory passwords when needed via Citrix, after government mandated identity verification Operated the emergency IIA Interagency Technical Helpdesk serving members of the Department of the Interior, USDA, BLM, Indian Affairs, State and Local Governments Supported the following applications for IIA: ROSS, ABS, ISuite, ICBS, VIPR, DMS, and ICBS-R Taken ownership of inbound call cases. Troubleshoot and Resolve PC issues such as Hardware, software and Networking. Educate customer about PC hardware and software usage Supported Microsoft Office, Lotus Notes, Blackberry, printer setup, VPN connectivity, Encryption software, Win XP and Win 7 LincPass card troubleshooting and assistance Responsible for running the nightly reports for the Forest Service CHD call center. Assisted users with RSA token login issues Provided Employer with near perfect attendance Show less
• Network Operations Center Analyst

  R Systems

  2007.07-2008.10

  (a year)

  (Motorola/Good Technology) Monitored System Backbone health that provided over 250,000 customers Blackberry like services. First point of contact for system wide issues. Provided high-end technical support to IT Administrators concerning Mobile Messaging Solutions Monitor and analyze network and system health for Production Data Center, SAC (Staging Area Center) and Development Environment in Redwood Shores, California and Backup (failover) Data Center in Seattle, Washington and report issues and synergistically resolve issue with system administrators. Data Center health monitoring for Oracle, Hitachi SAN servers, Solaris 9 & 10 and Exchange Servers. Network Integrity and health monitoring services include hard drive space, process monitoring, CPU usage, NIC card, server fans, partition space, services ranging from NTP (network time protocol) to java services to reduce load issue and Oracle database services. Monitoring Tools: BigBrother, NetCool, Spotlight for the Exchange cloud, Outlook, Putty, Confluence (Enterprise Wiki). Initiate communication for all system maintenance, monitor, track and record maintenance progress and any additional testing or tasks required. Full system health checks after all maintenance is complete. Verify services are up and running, monitor error reporting, verify thread count doesn’t exceed maximum limit, check all systems are online, response times for active hosts and review script report server up time. Initial and primary point of contact with external partners (ISPs, Carriers and all IT contractors). Monitor Good Technology corporate websites and online portal. Show less
• Technical Support Analyst

  R Systems

  2006.03-2008.10

  (3 years)

  (Motorola/Good Technology) Provided high-end technical support to IT Administrators concerning Mobile Messaging Solutions Network Administrator of Lab Domain which includes Exchange Server, Active Directory, Windows 2003 R2, Domino 7, VM Ware and Good Servers; included assigning IP addresses on subnet. Assist team members and customers with Exchange 2003 to Exchange 2007 migration, setting mail store permissions and proper configuration for mixed mode environments with an Exchange 2007 server in their environment. Administer VB Script to enable SendAs Permissions to all Built Groups in Active Directory. Create knowledge based articles for the internal website solution database, which highlights error resolution. Serve as escalation contact for unresolved problems referred by supervisors and other analysts. Decrypt, parse and review server logs and device logs for escalations. Prepare documentation and coordinate with engineers to resolve coding issues on server and/or device bugs. Write server and device feature requests on behalf of the customer. Provide support for worldwide corporate technology administrators for Good Messaging software on Treo, Windows Mobile, RIM, G100 and Symbian handheld devices for installation and setup. Provide support for global address list and Exchange Servers 5.5/2000/2003/2007, Active Directory on Windows Servers 2000/2003/2008, Names. NSF on Domino Servers 6.5 & 7. Show less
• Customer Service

  Convergys

  2004.08-2005.05

  (10 months)

  (DirecTV) Serviced customers with technical support, billing, and information for a leading provider of satellite television
• Bagger

  Albertsons Companies

  2004.08-2004.09

  (2 months)
• Customer Service Representative

  Teleperformance

  2004.03-2004.07

  (5 months)

  (Sprint Communications) Served Sprint Wireless customers by providing excellent customer service with billing, setup, sales, and information
• Technical Support

  IKANO Communications, Inc.

  2003.03-2004.02

  (a year)

  Serviced customers with technical support, billing, and setup for over 350 individually branded ISP's
• Technical Support Representative

  Teleperformance USA

  2002.11-2003.03

  (5 months)

  (MSN internet account) Dial-up internet technical support
• Technical Support Specialist

  IKANO Communications, Inc.

  2002.09-2002.11

  (3 months)

  Serviced customers with technical support, billing, and setup for over 350 individually branded ISP's
• Merchandise Specialist

  CSK Auto Corporation

  2000.03-2002.09

  (3 years)

  Retail Auto parts store
• Business Owner

  M.L.S. Landscaping

  1999.03-2002.09

  (4 years)

  Administered and Maintained 47 commercial and residential properties worth $14,000 annually
• Maintenance Worker

  Kingsley Management Inc.

  2002.02-2002.08

  (7 months)

  Majestic Oaks - Mobile home community
• Woodworker

  Deseret Industries Manufacturing

  1999.02-2000.03

  (a year)

  Operated CNC router among other woodworking equipment.
• Assistant Manager

  Kingsley Management Inc.

  1998.07-1999.03

  (9 months)

  (Westcrest - Mobile Home Community) In charge of maintenance and assisting the managers as needed While in charge of maintenance I supervised and organized a team of 9 employees on a plumbing refit project worth $13,750 as well as the Mobile Home parks' landscaping
• Class B Electrician

  S.L.C. Contractors

  1998.01-1998.07

  (7 months)

  Repaired, installed, and troubleshot electrical connections and supports for an oil refinery
• Housekeeper

  State of Louisiana

  1997.10-1997.12

  (3 months)
• Merchandise Specialist

  CSK Auto Corporation

  1997.07-1997.10

  (4 months)
• Electronic Technician

  Tandy Corporation

  1997.04-1997.07

  (4 months)
• Avionics Technician

  US Navy

  1994.03-1997.04

  (3 years)

  Tested, repaired, and troubleshot electronic circuit cards for the F-14D Radar System requiring secret clearance Full Honorable Discharge
• Laundry Worker I

  State of Louisiana

  1992.01-1994.02

  (2 years)

  Louisiana Hammond Development Center Institutional Laundry worker for all southern Louisiana charity hospitals

Educational experience

• Ponchatoula High School

  High School Diploma
• ITT Technical Institute-Murray

  Associate of Applied Science, Information Technology/Computer Networking Systems

  3.2 GPA
• ITT Technical Institute-Murray

  Bachelor of Science, Information Technology/ Information System Security

  3.2 GPA
• Naval Technical Training Center

  US Navy Avation Electronics Training, Basic and Advanced Electronics

  96.51% GPA (4.0)
• Naval Technical Training Center

  Specialty school, F-14 Tomcat Module Test Station

  F-14 Tomcat Module Test Station Technician School Circuit card troubleshooting and repair