SUMMARY

Experienced Windows System Administrator with experience in multi-level support

in a data center environment. Highly technical and analytical with managerial an
d project management experience. Performance driven and process oriented.
WORK EXPERIENCE
Network Operations Analyst
Digicon Corporation, Herndon,VA 2008-
Present

Provide tier 3 network and server support on Windows 2003/2008 servers utilizing
PRTG and EM7 monitoring environments.
Assist in the rollout of new hardware platforms in a large-scale multi-system, m
ulti-customer environment.
Strong knowledge and experience with Windows 2000 Pro, Windows 2000 and 2003/200
8 Server/Advanced Server, Windows XP Pro, Windows Vista, All versions of MS offi
ce.
Assist in creating and maintaining scheduled network back-ups using VERITAS NetB
ackup and Backup Exec, off-site tape rotation, inspection of back-up logs and pe
riodic test restores to ensure reliability.
Support network systems including servers, laptops, desktops, routers, switches,
printers, scanners, copiers, fax machines, PDA's, Citrix and all applicable sof
tware.
Perform load balancing and clustering (Juniper, Coyote Point and F5). Knowledge
and experience using Routed Protocols: TCP/IP, IPX/SPX, as well as an in depth k
nowledge of DNS and Active Directory.
Experience with different Wide Area Networking media and line encapsulations: Fr
ame Relay, ISDN BRI, T1/E1, CSU/DSU, Synchronous Serial, HDLC and PPP.

Project Manager II
America Online, Dulles VA 2
004- 2007
* Managed the training organization for the launch of new AOL call centers in In
dia, Philippines, Argentina and South Africa.
Assessed the performance of AOL's partner training organizations and made recomm
endations for improvement.
Analyzed processes and procedures to identify opportunities to maximize efficien
cy and effectiveness of the training organization.
Facilitated all training negotiations between AOL and their international partne
r sites.
Collaborated with AOL queue owners and members of senior management to benchmark
progress against expectations.

Technical Trainer
America Online, Tucson, AZ
2001 - 2004
Responsible for the delivery and application of sales and technical training on
time and as designed.
Coordinated with operations security, scheduling, communications, human resource
s and local management to ensure employees had the appropriate access and knowle
dge prior to the end of training.
Managed the transition of call center consultants from training to operations.
Produced the highest performing classes in the history of AOL and achieved the d
esignation of the highest ranked trainer in AOL history.
MANAGERIAL
SKILLS
Personnel Management; hiring, training, and teambuilding.
Project management, system documentation, procedural documentation.
Performance reviews and management reporting.
Compliance and performance monitoring for quality assurance.

TECHNICAL SKILLS
Environments:
Windows 95/98, ME, NT, 2000, and XP, Vista, Windows Server 2003/2008
Languages (Proficiency 1-5):
Unix Scripting (2), ANSI SQL (2),
Software:
WSUS, Symantec Endpoint, Remedy, ACT, Sherlock, Plateau LMS, Veritas, Exchange S
erver, Backup Exec, Sharepoint, Sharepoint 2010, MS Project, Office Suite
EDUCATION Certifications 2009
MCTS: Windows Vista (Microsoft Certified Technology Specialist)
Microsoft Server 2003
University of Phoenix 2002 - Present
B.S. in Business Management (Est. Graduation 2011)
Strayer University 1998 - 2000
Information System Technology Curriculum, 60 credits