Systems Engineer

• Jul 2015 - Present

IT Operations Engineer

• Jul 2011 - Jul 2015

- Troubleshoot LAN / WAN technologies including switching, WAN circuits, (DS1, ISDN & DS3 circuits) using the command line interface. - Perform packet captures utilizing Netscout and Wireshark. - Troubleshoot hardware and software issues on LINUX and UNIX. - Troubleshoot Windows platforms, using VMWare vSphere. - Identify, isolate, resolve, and escalate events from Huntington National Bank's SNMP monitoring platform (Zenoss). - Open, work, resolve, and close Incident tickets using ServiceNow ticketing system. - Investigate instances of WAN over-utilization for more than 700 branches and engage proper support group to address congestion due to Outlook, WSUS, DVR, and WebProxy traffic. - Utilize Splunk to identify colleagues via IP address or workstation name. - Analyze BIG-IP system memory utilization, processor utilization, and connection statistics on the F5 dashboard. Show less

Help Desk Support (Contract Position)

• Apr 2011 - Jun 2011

- Train teachers, principals, and administrative personnel throughout the U.S. on Linkage Software System. - Add new students to database, reset email addresses and passwords, and respond to incoming email messages to resolve issues from principals and administrative personnel. - Resolve tickets and problem requests from all company web site portals. - Troubleshoot alerts and advise/instruct principals on alerts that may appear in their linkage page. - Instruct teachers how to enroll in online professional development courses. Show less

Service Desk Analyst (Contract Position)

• Feb 2011 - Apr 2011

- Answer incoming calls and assist store managers and associates with hardware and software related issues regarding their point of sale systems. - Create tickets in Unicenter ticket system for every call and incident received by email or telephone. - Assist managers with supervisor related software on the store's back office computer as well as cash office server. - Unlock accounts and perform password resets for employees in Active Directory, Workforce Management, and Success Factors systems. - Inspect nightly sales reports submitted to FTP server from all 350 DSW stores and ensure they are being processed. - Troubleshoot register pin pads, receipt printers, and wireless printers connected to RF guns. - Contact Dell representatives regarding printer/scanner service and equipment failure for all DSW stores nationally. - Resolve issues/calls from corporate employees regarding hardware, software and phone failure. - Reset user passwords and unlock accounts for corporate employees. - Remotely access Cash Office Server, Email computer, as well as registers to help managers with software/hardware related issues. Show less

Information Technology Specialist

• Sep 2007 - Apr 2009

-Customer support to over 3,000 teachers and school principals on a web-based Assessment Analysis system (OASIS). Included helping with database administration of OASIS and helping teachers understand the proper use of the system and its reports. - Documentation of the OASIS software system including both written documents and web tutorials using Wink and HTML. - Create and modified web pages for organizational web site. - Produce audio recordings of assessments for use by special education students. - Technical support to teachers attending summer assessment academies. - Install hardware and software in schools throughout Ohio to enable them to scan their assessments into OASIS using Remark Optical Mark Recognition Software. - Train school districts in the use of the scanning process. - Travel to school districts to configure Optical Mark Recognition scanning software and set up desktop computers for teachers and principals. Show less