IT Operations Support Infrastructure Engineer
IT Operations Support Infrastructure Engineer
Experienced Information Technology Operations Support Engineer, skilled in troubleshooting, customer support, and administration of servers and networks including Windows Server, Cisco, VMware, and Unix. Experienced in utilizing ITIL processes in BMC Remedy. Excellent teamwork and leadership skills demonstrated by utilizing active communication techniques and superior interpersonal skills resulting in consistently exceeding goals and performance metrics.
Areas of Expertise
Troubleshooting ~ Customer Support ~ Operating Systems/Servers ~ Network Commands ~ Windows Servers ~ ITIL Cisco Routers & Switches ~ VMware ~ Incident Management ~ Knowledge Base Article (KBA) ~ Problem Management Change Management ~ Team Development
Provided Tier 2 Support of 1000+ JCPenney stores: networks and servers and 10,000+ production support (non-store) servers and systems in physical and virtual server environments in the Home Office and other locations.
Handled/Resolved the most incidents on the Operations Center Team in 2017. Promoted to Engineer 1 in April 2018.
Provided mentoring, scheduled and ad hoc training, and was the go to person for the Operations Center Team.
Served as the Incident Manager for the Operations Center team. Conducted daily assignment of unassigned incidents to Operations Center team members with a listing of incidents and current total incident count, resulting in increased attention and resolution of incidents. Consistently met or exceeded incident handling KPIs.
Led group of fellow team members to track Hughes connectivity issues. Created and updated Problem Management Incidents (PBI) to manage ongoing Hughes chronic issues. Created Change Requests (CRQ) to implement code updates to store Hughes HR4700/4860 routers and Hughes Acceleration Gateways to affect improvement.
Coordinated efforts with the Bangalore team to address the lack of overnight incidents being addressed promptly, resulting in significant improvement in response, avoiding impacting system performance and potential outages.
Multiple incidents were being generated for the same or similar issues. Analyzed all the JCP and Netcool automation rule groups in the MOM Administrator Console and updated over 200 rules in 43 Rule Groups to enable proper correlation into single incidents and automatic routing of incidents to the appropriate groups.
Coordinated project for installation of remote control application Timbuktu Pro on 500+ PCs at Alcatel.
Systems and Applications
Windows Server, AIX, Linux, Solaris, VMware. Hyper-V. Tivoli Storage Manager (TSM), SolarWinds. HP ProLiant, Dell PowerEdge, Lenovo Server. iDrac, XClarity. Cisco 2951 Router, Cisco ASA Firewalls, Cisco 2960 and 3560 Switches, Cisco Meraki. Alcatel 6850 Switches. Cisco and Alcatel Wireless controllers. Cradlepoint LTE Adapter. Hughes HR4700/4860 Routers, IBM Mainframe. Dell, HP, Lenovo laptops and workstations: Windows XP/7/10, Checkpoint VPN. Cisco UCM. Avocent DSView. Macintosh. Internet Explorer, Microsoft Office, Microsoft Teams, Outlook. BMC Remedy.
JCPenney Corporate Office, Plano, TX				 September 2005 to February 2020
Infrastructure Engineer 1 (Apr 2018 to February 2020), Associate Infrastructure Engineer (May 2017 to Mar 2018), Associate Customer Support Analyst (May 2010 to May 2017), Associate Production Specialist (Apr 2007 to Apr 2010), ITCC Open Systems Support Product Specialist (Sep 2005 to Mar 2007)
· Tier 1 and Tier 2 Support of over 1,000 JCPenney Store Networks and Servers and 10,000+ Production Support (non-store) Servers in both Physical and Virtual Server (VMware) environments in the Home Office and Data Centers.
· Monitoring, Troubleshooting, Break/Fix, Configuration Change/Correction, Performance Analysis of servers, store Cisco and Alcatel wired and wireless networks, connected and mobile devices. Remote management of servers and network components. Response to autogenerated incidents and customer issues from IT Service Desk.
· Perform Incident Management, Knowledge Base Article (KBA) creation, Problem (PBI) and Change Incident
Management (CRQ) per ITIL model using BMC Remedy. Followed Response Time and Resolution Time Service Level Agreements (SLA) to ensure incidents addressed in a timely manner. Proactive Monitoring of and response to Store Down events. Coordination of Store Outage notification. Interaction with store personnel and third party resources
(AT&T, CompuCom, DataTrend, Hughes) for service restoration and hardware replacement.
· Began supporting Store Servers in 2014 and Store Networks in 2015 as Operations Center responsibilities increased.
NewData Strategies, Dallas, TX 						 September 2004 to August 2005
PC Software/Hardware Technician	JCPenney Corporate Office, Plano, TX and Park Central Office, Dallas, TX
Software and Hardware Support of desktops and laptops (Windows XP/2000, Macintosh) in the JCPenney Corporate and Park Central Offices, and other locations around the country. Installation and support of applications such as Microsoft Office, Internet Explorer, Microsoft Outlook, Adobe Acrobat, McAfee VirusScan, Checkpoint VPN, Timbuktu Pro.
Alcatel, Plano, TX and Richardson, TX					 February 1993 to February 2004
MIS Office Sys Analyst II		Alcatel, Plano, TX			 September 1998 to February 2004
1st and 2nd Level Support/troubleshooting/resolution of desktops, laptops, printers, networks, servers and other systems in Windows NT/2000 environment. Windows 2000, NT, XP, and 95/98, Macintosh. Supported over 10,000 internal customers in Plano and other locations across the country. Installation and support of applications such as Microsoft Office, Netscape, Internet Explorer, Microsoft Outlook, McAfee VirusScan, and Timbuktu Pro. Windows NT/2000, Novell, email, Oracle, VAX, and UNIX account administration. Administration of OnTime calendaring application. Documentation of activities using tracking applications such as Siebel, Remedy, and Vantive.
Sr. Support Specialist			Alcatel USA, Richardson, TX 		September 1996 to September 1998
Support of PCs and Macintoshes: at the desk and over the phone. Administrator for 500+ user Meeting Maker calendaring/scheduling system: supervised move of server from Macintosh to Unix based server. Coordinated project for installation of remote control application Timbuktu Pro on 500+ PCs.
Macintosh Support Specialist	 	Alcatel USA, Richardson, TX 	 February 1993 to September 1996
Support of Macintosh desktops and PowerBooks: on site and remotely. Use of remote control application Timbuktu Pro for direct desktop support of Macintoshes. Supported Apple Remote Access dial up access to Alcatel.
Altsys Corporation, Richardson, TX					 October 1991 to December 1992
Software Engineer · Setup, maintenance, and troubleshooting of PC, Macintosh, NeXT, and Sun computers and 60+ node ethernet network. Modification and update sales order/invoice system written in FoxBase+/Mac.
Cutler/Williams, Dallas, TX 							 May 1990 to June 1991
Software Engineer · Modification and update of ARCO's physical inventory system written in Model 204 user language.
Oklahoma State University, Stillwater, OK				 November 1987 to May 1990
for the Oklahoma Department of Vocational and Technical Education
Sr. Data Base Specialist (May 1988 to May 1990), Systems Analyst Programmer (November 1987 to May 1988)
Design, implementation and support of 250 user network using Novell Netware on Token Ring networks. Setup and installation of IBM PCs, PS/2s, and printers. Development, implementation, and maintenance of Accumulative Awards System and other procedures in the Bid-Assist System implemented in Model 204 mainframe DBMS and dBase II Plus.
Northeastern State University, Tahlequah, OK							 May 1987
Bachelor of Science - Computer and Information Science. Graduated Cum Laude
Microsoft SQL Server 2000: System Administration, Microsoft Windows Server 2003 Managing a Server Environment Parts 1-3, Microsoft Windows Server 2003 Active Directory Strategy and Implementation 2.0, Managing and Retrieving Content in SharePoint 2003, Administering and Monitoring Microsoft SQL 2005, Online course IBM Tivoli Storage Manager 5.3 Overview, IBM Tivoli Storage Manager 5.4 Operations course: 3-day in-house course lead by an IBM trainer, TSM training with Storage Team: 2-40 hour sessions, VMware vSphere 5 Part 1 (13 courses), Part 2 (10 courses), Microsoft Windows 2012 R2: Installation, Administration, Configuration (27 courses total).
Stability and growth
Expected Base Salary
**,000 USD / year
Total Professional Experience
- Customer Support
- Operating Systems
- Network Commands
- Windows Servers
- ITIL Cisco Routers
- Incident Management
- Knowledge Base Article
- Problem Management
- Change Management
- Team Development
- Windows Server
- VMware. Hyper-V. Tivoli Storage Manager
- SolarWinds. HP ProLiant
- Dell PowerEdge
- Lenovo Server. IDrac
- XClarity. Cisco 2951 Router
- Cisco ASA Firewalls
- Cisco 2960
- 3560 Switches
- Cisco Meraki. Alcatel 6850 Switches. Cisco
- Alcatel Wireless Controllers. Cradlepoint LTE Adapter. Hughes HR4700
- 4860 Routers
- IBM Mainframe. Dell
- Lenovo Laptops
- Windows XP
- Checkpoint VPN. Cisco UCM. Avocent DSView. Macintosh. Internet Explorer
- Microsoft Office
- Microsoft Teams
- Outlook. BMC Remedy.
- Microsoft SQL Server 2000
- System Administration
- Microsoft Windows Server 2003 Managing A Server Parts 1-3
- Microsoft Windows Server 2003 Active Directory Strategy
- Implementation 2.0
- Retrieving Content In SharePoint 2003
- Monitoring Microsoft SQL 2005
- Online Course IBM Tivoli Storage Manager 5.3 Overview
- IBM Tivoli Storage Manager 5.4 Operations Course
- 3-day In-house Course Lead By An IBM Trainer
- TSM Training With Storage Team
- 2-40 Hour Sessions
- VMware VSphere 5 Part 1
- 13 Courses
- Part 2
- 10 Courses
- Microsoft Windows 2012 R2
- 27 Courses Total
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