Experience

Trellix

• United States
• Computer and Network Security
• 700 & Above Employee

• Sr. IT Support Specialist

  • Jan 2021 - Present



McAfee

• United States
• Computer and Network Security
• 700 & Above Employee

• It Engineer

  • Mar 2011 - Jan 2022



AOL

• United States
• Software Development
• 700 & Above Employee

• Release Management - Senior Release Coordinator

  • Dec 2002 - Jan 2010

  Performed report generation duties for Change, Problem and Incident Management as well as producing the success metrics for each function.• Built custom Perl scripts, that queried Remedy to produce web page or HTML email output based on internal-client requirements. • Assisted in building a reporting structure that allowed Reporting & Metrics to collect basic stats and store them in a MySQL database. • Integrated Perl and PHP reports into the Drupal content management system. • Maintained and/or updated legacy PHP code based on database changes and code efficiency. • Designed and deployed a new Release Management logo based on new AOL brand standards. Coordinated daily installs of server software to the AOL host system. • Processed Quality Assurance Requests (QARs) submitted to the Remedy database for AOL system-wide software installations.• Matched QARs to groups and individuals who can complete the install. • Ensured install instructions are correct and complete. • Assisted administrators/installers with install request related problems.Remedy Action Request System Improvement.• Worked with Remedy programmers to define procedural and automation improvements to database front end. • Tested improvements for functionality and completeness prior to production installation, reporting bugs or functionality problems when found. Designed, implemented and installed a web enabled content management system for release management.• This product was used throughout AOL for direction on how to perform Change Management.• Contained AOL system calendar for all changes made to the AOL host system.• Updated and maintained technical and procedural documentation for this content management system. • Maintained company-wide accessible content and private Release Management departmental documentation within this content management system.

• Network Operations Center/Core Services Station

  • Jun 1997 - Dec 2002

  • Monitored Hewlett-Packard and Sun UNIX hosts, using provided tools to identify possible problems. Troubleshot hardware and software problems as they occurred. Worked with SAPI based hosts in podded and multiple farm configurations. Also worked with Stratus and Tandem. • Opened problem tickets and maintained history of problem escalation until resolution. • Provided station training to new hires and transferring employees. • Wrote technical documentation and procedures for Core Services Station.

• Call Center Technology Process Monitoring

  • Jun 1996 - Jun 1997

  • Provided single point of contact for problem escalation for all call centers.• Opened problem tickets and maintained history of problem escalation until resolution.• Troubleshot and resolved problems with tools that representatives in the call centers use, such as Aspect and Vantive. • Provided the highest level of support for representatives in assisting members with technical problems with the AOL network, hosts, and security issues.

• Virginia Product Support Representative

  • Oct 1995 - Jun 1996

  • Provided technical support for new software and technologies including: Alpha/Beta testing of GlobalNet, Johnson-Grace Sound Player, Quest and Macintosh Beta. • Identified and reported bugs found in software, and provided steps required to recreate.

• Technical Support Representative

  • May 1995 - Oct 1995

  • Provided technical support to telephone customers for telecommunications connectivity, eliminated hardware and software conflicts, and allowed access to on-line service. • Successfully answered over 600 calls per month. • Added/updated database records of calls with 91.7% Compliance Rate. • Utilized resource tools for determining and solving technical problems relating to telecommunications connectivity.