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System Services Representative, Data Center Engineer Resume Example

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SYSTEM SERVICES REPRESENTATIVE, DATA CENTER ENGINEER
Experience
System Services Representative, Data Center Engineer, 01/2015 to Current
IBM Delta Airlines – Sandy Springs, GA
  • Hired and trained by IBM to perform multiple tasks including hardware break/fix, warranty repair in a multi-vendor environment.
  • I am responsible for setting up, coordinating, and monitoring the operation of server equipment at two Delta Airline datacenters located at the airport.
  • I run diagnostic tests to detect machine malfunctions.
  • Independently handle high impact, critical tickets/incidents.
  • I use my connectivity skills to connect to the servers' management port with SSH or Telnet.
  • Other duties include but not limited to the following: Rack, stack, cable, configure, and provision servers.
  • Perform installation of wiring, patch panel cables, network switches, hubs, and KVMs.
  • Deploy Cisco Layer 2/3 networking equipment.
  • Install/upgrade/replace/de-install servers, devices, and network components.
  • Resolve issues.
  • Execute planned changes.
  • Use ServiceNow to follow change management requests until completion.
  • Be accountable for ensuring a high level of client satisfaction with service delivery.
  • Perform required site inspections.
  • Perform audits.
  • Problem analysis and remediation.
IT Manager, 01/2012 to 01/2014
City of Atlanta – Atlanta, GA
  • Hired by City of Atlanta to ensure reliability and availability of City of Atlanta data centers.
  • Provided ongoing identification, diagnosis, and resolution of issues for users and City departments.
  • Collaborated with internal teams and vendors at all technical levels to troubleshoot and resolve issues.
  • Managed Windows Update Services for enterprise wide patches and security updates.
  • Provided Exchange 2003 and 2010 administration.
  • Upgraded, maintained and installed servers and switch equipment.
  • Provided server searches for open records act requests and litigation discovery searches.
  • Involved in domain migration.
  • Installed and maintained the security system for new and existing Windows servers.
  • Proactively monitored production systems with a sense of urgency when issues arose.
  • Worked with enterprise network load-balancers, Juniper, Palo Alto and Cisco devices.
  • Experience working with multiple server hardware platforms, including IBM, Dell, Sun, EMC, and HP.
  • Performed data center security monitoring.
  • Successful city-wide migration of Windows XP to Windows 7.
  • Successfully implemented security software for City of Atlanta open records requests.
Remote System x Server Technical Support Specialist, 01/2003 to 01/2012
IBM – Atlanta, GA
  • Hired by IBM to ensure reliability and availability of servers for IBM customers.
  • This role participates in remote technical support of IBM hardware and software products and/or systems and include the following: Provided remote troubleshooting and analysis assistance for installation (or reinstallation), usage and configuration questions.
  • Provided answers for general usage and operation questions.
  • Provided problem determination / problem source Identification.
  • Reviewed diagnostic information to assist in isolation of a problem cause (which could include, assistance interpreting traces and dumps).
  • Identify known defects and fixes to resolve problems.
  • Identify suspected defects and engage development teams to assist in resolution.
  • Helped with questions regarding product documentation related to the supported products.
  • Interpreted online manuals regarding IBM code and application interfaces.
  • Collaborated with other support centers and business units to provide seamless problem resolution.
  • Demonstrated proficiency in the hardware and software platform supported by maintaining applicable technical certifications.
  • Provided technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
  • Demonstrated excellent oral and written communication skills.
  • Acquired industry certification and skills training.
  • Exceeded customer satisfaction and case resolution metrics.
  • Supported product lines including eSeries, xSeries, Intellistation, Blade Center, AIX, iDataPlex, fiber switches (QLOGIC, Emulex, Cisco, Brocade), Quantum tape backup libraries.
  • Provided additional support for FastT, DASD, fiber channel, cabling, ServeRAID Manager, and management processors.
Education
Associates of Applied Science Degree: Cyber Security, 2011
Chattahoochee Technical College - Marietta, GA
Cyber Security
Security+ Certified Professional Network+ Certified Professional Server+ Certified Professional A+ Certified Professional Cisco Certified Technician
Blade, eSeries, xSeries, AIX, NAS, SAN CertifiedIBM University
Summary
Committed to ongoing professional development with CompTIA A+, Network+, Server+, and Security+ certifications. Also, extensive academic training in network administration tracking, intrusion detection, firewall configuration, OS administration, cloud computing. High level of technical proficiency with network utilities. Master level of providing upper-level support to management. Master level of providing remote troubleshooting support to ensure continual operations of critical customer network systems. Master experience in fast-paced, high volume call environment, with 12 years' experience supporting IBM xSeries, Blade Center, Lenovo, EMC, AS400, DASD, fiber, NAS, SAN, RAID, network appliances, and tape library products. Exceptional root cause analysis skills.
Highlights
MS Server 2008, MS Server 2012, MS Windows 7, MS Windows 10, VMware, Redhat Enterprise, UNIX. Networking: TCP/IP, SSL, TLS, SSH, Telnet, FTP, HTTPS, DHCP, DNS, WPA2, Ping, Tracert, TACACS+, Kerberos, RADIUS, RAS, NAS, IDS/IPS, Firewalls. Tools/Applications: Solarwinds, WireShark, Snort, Tera Term, PuTTY, MS Windows Security Templates, MS Windows Security Update Service, Microsoft Exchange 2003/2010, MS Windows Active Directory, LDAP, Terminal Services, MS Windows Access Control, MegaRAID, Microsoft Office, Lotus Notes, Visual Basic 2010.
Skills
A+ Certified, Active Directory, AIX, tape backup, cables, cable, cabling, change management, Cisco, Cisco Certified, excellent oral, hardware, client, customer satisfaction, DASD, delivery, Dell, DHCP, diagnosis, documentation, DNS, Firewalls, FTP, HP, hubs, IBM, IBM hardware, IDS, LDAP, litigation, Lotus Notes, Access, Exchange, Microsoft Exchange 2003, Microsoft Office, Windows 7, Windows, MS Windows 7, MS Windows, Windows XP, migration, Enterprise, NAS, Network, Networking, Problem analysis, problem resolution, processors, RAS, Redhat, SAN, SSH, servers, SSL, Sun, switches, switch, TCP/IP, technical support, Technician, Telnet, troubleshoot, troubleshooting, UNIX, upgrade, Visual Basic, wiring, written communication skills
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Resume Overview

Companies Worked For:

  • IBM Delta Airlines
  • City of Atlanta
  • IBM

School Attended

  • Chattahoochee Technical College
  • IBM University

Job Titles Held:

  • System Services Representative, Data Center Engineer
  • IT Manager
  • Remote System x Server Technical Support Specialist

Degrees

  • Associates of Applied Science Degree : Cyber Security , 2011
    Security+ Certified Professional Network+ Certified Professional Server+ Certified Professional A+ Certified Professional Cisco Certified Technician
    Blade, eSeries, xSeries, AIX, NAS, SAN Certified

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