| Dallas, TX | 01/30/2012 - current
Dedicated Support Engineer
> Have a customer centric and positive attitude towards customer issues.
> Be able to expand their skill sets daily and challenge themselves and their coworkers by working on and solving customer issues.
> Act as a customer advocate.
> Collect and understand the customer’s end goals beyond the scope of “break/fix” support.
> Work closely with all Centers of Excellence on customer impacting issues and escalate to them only when appropriate.
> Serve as a liaison for colocation customers in their entourage.
> Compile RCA (root cause analysis) reports on server incidents.
> Complete software upgrades.
> Intermediate to advanced server administration.
> Assist in creating technical solutions for Dedicated Server clients such as upgrade and migration plans.
> Work with other staff members to effectively and efficiently solve client issues.
> Assist sales staff with qualifying prospective client technology needs.
> Develop professional relationships with our product partners and understand their escalation procedures.
> Work all other queues as assigned.
> Assist in other tasks as assigned.
> Work with other departments as needed.
> Work on internal projects and development as needed.
| Plano, TX | 12/13/2010 - 12/30/2011
2nd Level Linux Support Professional
> Linux Desktop Support: imaging and troubleshooting desktops for approximately 250 engineers.
> Printer Support: Readdressing and troubleshooting printers as necessary
> UNIX/Linux Server Support: act as a backup for Server guy on-site to support UNIX/Linux servers.
> Traditional Desktop Support: Assisting 2 other Support Professionals in the Windows end-user support areas (700+ users).
> Good customer facing skills and be well presented.
> A good communicator, both verbal and written.
> Worked with specified standards and required levels of department, conduct, and sound ethical workplace practices.
> Worked alone and unsupervised, taking the initiative when necessary.
> Worked with current and legacy hardware platforms. Familiar with building, configuring and troubleshooting PC hardware components.
> Worked with Windows 2000/XP/Vista/7 and related Office applications.
> Knowledge of TCP/IP standards and networking.
> Knowledge of server/client operations in a domain environment (NT & 2003) including Active Directory.
> A good problem solver, and demonstrated the ability to adapt to new and changing technologies.
| Richardson, TX | 03/22/2010 - 07/23/2010
Linux Systems Administrator
> Worked directly with vendor, IBM on open cases for warranty covered hardware
> Recommended deployment of DenyHosts for brute force prevention
> Deployed Dirvish backup server
> Prepared multiple servers for rapid deployment in case of hardware failure
> Maintained existing infrastructure
> Suggested and implement upgrades for existing infrastructure to improve network performance and resiliency
> Interacted with internal customers as needed to resolve problems and schedule maintenance windows and communicate network events and status
> Documented and shared knowledge of the HRsmart network infrastructure to assist in onboarding new Systems Administrators
> Maintained knowledge of emerging technology trends and research and recommend new technology as appropriate to improve network performance and resiliency.
> Demonstrated knowledge in Linux Administration, Apache configuration and administration, MySQL administration
> Administrated web servers running mod_php
> Worked with common network protocols, including TCP/IP, HTTP, FTP, SSL
> Worked with wireless networking technologies
> Internal I.T. (Windows, Linux, Mac OS X) Support
| Bedford, TX | 11/13/2006 - 04/16/2009
Linux Support Technician - Level 3
> Wrote Policies and Procedures for Tech Support Department
> Mentored Level 1 and 2 Technicians in Linux Command Line, and Work Procedures
> Performed administration of Linux (Redhat version 7) based machines in a large multi-domain environment
> Monitored the system performance of 3,000 servers, and 300,000 domains
> Connected to servers using SSH
> Troubleshoot and analyze cause of performance problems
> Performed preventive maintenance on servers
> Reboot/shutdown a machine, add and remove user accounts, change passwords, run scripts, maintain system database files
> Maintained and list Services (Daemons) Running on Servers
> Troubleshoot DNS issues using dig and nslookup
> Troubleshoot network connectivity issues with command line utilities ping and trace route
> Troubleshoot Sendmail, Apache, MySql
> Handled Installation of SSL certificates