Sr Systems Technician / Major Incident Manager Resume Example
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SR SYSTEMS TECHNICIAN / MAJOR INCIDENT MANAGER
Professional Summary
Summary of Qualification: Dedicated Major Incident Manager experienced in providing expert solutions to prevent the recurrence of critical problems. Dedicated to improving response procedures and efficiency. Prepared to bring seven years' experience in the field to a new manager position at Spectrum.
Skills
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Work History
Sr Systems Technician / Major Incident Manager01/2015 to Current
Fifth Third Bank – Canton , MI
Fifth Third Bank – Canton , MI
- Black Rock 3 - Incident Management Training, Responsible for providing high-level network and systems operations support for all Charter Communication Divisions and Regional IT NOC Applications and Systems.
- Troubleshoot and resolve advanced technical network issues.
- Serve as a technical liaison between NOC fix agents and NOC management.
- Monitor alarms for designated servers in RIO and Spectrum.
- Provide administrative bridge management and oversight during network events/outages.
- Troubleshoot, evaluate, track, and manage network problems and recommend the best solutions while escalating to higher tiers.
- Follow through and assist in troubleshooting after escalating to engineering staff.
- Monitor and track scheduled network maintenance activities in applicable tools analyzing the duration and potential impact.
- Managed technical troubleshooting and executive conference bridges for service outages, security events, and maintenance activities; facilitated repair activities, and drove product and service escalations as needed.
- Executed the Charter Incident Management process to effectively respond to outages and security events, to include incident discovery, analysis and verification; response coordination, tracking, containment and recovery.
- Composed Executive Notifications geared to C-Level and other key Charter leadership personnel for high visibility incidents.
- Documented processes and best practices; maintained and updated reference materials for use and optimization of various applications such as Service Now, BMC Remedy, Granite, and STORM.
- Assertively drove carrier-based outages to closure, via conference bridges and carrier escalations, within SLA guidelines.
- Participated in the review and discussion of post mortems/root cause analyses.
Incident Management Technician/ Network Operations Center Technician03/2013 to 12/2014
Time Warner Cable – City , STATE
Time Warner Cable – City , STATE
- Managed technical troubleshooting and executive conference bridges for service outages, security events, and maintenance activities; facilitated repair activities, and drove product and service escalations as needed.
- Executed the TWC Incident Management process to effectively respond to outages and security events, to include incident discovery, analysis and verification; response coordination, tracking, containment and recovery.
- Composed Executive Notifications geared to C-Level and other key TWC leadership personnel for high visibility incidents.
- Documented processes and best practices; maintained and updated reference materials for use and optimization of various applications such as BMC Remedy, Granite, and STORM.
- Assertively drove carrier-based outages to closure, via conference bridges and carrier escalations, within SLA guidelines.
- Participated in the review and discussion of post mortems/root cause analyses.
- Worked overtime, including evenings and weekends, to respond to emergencies and fix unsafe conditions.
- Analyzed system performance, including network capacity and security, and capacity.
- Collaborated with technical staff, engineering personnel and vendors to coordinate system improvements.
NOC Application Voice Technician08/2014 to 01/2015
Time Warner Cable – City , STATE
Time Warner Cable – City , STATE
- Coordinates all TWC VOIP Operations activities within the Regional Data Centers.
- Work closely with Regional Operations Centers to ensure all VOIP Operations meet required standards.
- Assists in resolving Implementation Service issues; Install, Troubleshoot, test, and maintain the TWC IP telephony and VOIP architecture.
- Coordinate VOIP and IP switching activities with the corporate office, cable divisions, and related departments (Engineering, Operations, NOC etc.).
- Execute TWC VoIP operations standards to ensure a consistent quality of support.
- Ensure VOIP functionality in the production environment for residential and commercial market.
- Daily quality and performance checks on all related Voice network equipment to include troubleshooting, tuning, and maintenance as well as execute proactive measures to reduce equipment outages.
- Responsible for configuration management to ensure VoIP standard configuration and execute fault & performance management processes.
- Responsible for Implementation Service/ upgrades of VOIP Infrastructure components.
- Support of Division & VOIP Operations Processes by executing and verifying acceptance plans before activation.
- Develop and present (as needed) clear, comprehensive Statement of Work (SOW) documents to cable divisions and RDC Engineers for all VOIP planned changes.
NOC Technician01/2012 to 03/2013
Time Warner Cable – City , STATE
Time Warner Cable – City , STATE
- Responsibilities as a NOC technician include develop, implementing and maintain the solutions that support and help the company's wireline and wireless networks.
- Resolve the customer's and network issues in time.
- Provide technical support by in website technical support, DNS, high quality emails.
- Work in the diverse group of the network operation technicians for the repair activity of broadband, narrowband, wireless applications etc.
- Provide support for the installation, configuration and shipment of the switches and routers.
- Responsible for the preparation and maintenance of the log troubleshooting notes and network trouble tickets.
- Work on the IP networking, 2 tier, configuration audits and market acceptance.
- Provide assistance on Linux and Unix operating systems also.
- Diagnose suspected network issues through the use of core Unix tools (telnet, ssh, ping, snoop, etc) and through interaction with network NMS, EMS and specific elements to diagnose suspected issue(s) causing outage.
- Monitor TWC network infrastructure for events/issues utilizing various NMS, EMS and fault management computer-based monitoring tools (i.e., Netcool, Big Brother).
- Utilizes specialized knowledge and skills to perform unique and/or complex administrative, technical or support tasks.
- Acquires skills through a combination of formal training and on-the-job experience.
- Performs duties that involve related steps, methods or application of standard practice and specific instruction with occasional variations.
- Applies some independent judgment in gathering and organizing information.
- Performs basic research and analysis of data or information.
- Breaks down complex administrative, technical, or support tasks into manageable parts.
- Provide quality, timely and accurate end-to-end support of any issues within defined areas of responsibility-this includes (but not limited to) phone, email and instant message (IM) contacts and documentation/tracking of the incident in the ticketing system.
Education
Associate of Science: Information TechnologyUniversity of Phoenix-
City,
State
Certifications
CCENT
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Resume Overview
School Attended
- University of Phoenix
Job Titles Held:
- Sr Systems Technician / Major Incident Manager
- Incident Management Technician/ Network Operations Center Technician
- NOC Application Voice Technician
- NOC Technician
Degrees
- Associate of Science : Information Technology
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