Data Center Support Engineer

Kh Abdullah Reaid

*******@*****.***

PH#214-***-****

Irving, TX

SUMMARY:

•Experienced NOC Support Engineer with 12+ years working

•Loading software, labeling, running cable, troubleshooting T1 and T2 data center IDF and MDF.

•Antenna/radio problems for AT&T mobility,Pizza Hut, DIRECTV and Target .

•Windows 2003/2008, MS Exchange 2003 & 2007 server- 3 Years’ experience.

•TCP/IP including DNS, WINS, SMTP, FTP, and HTTP - 5Years experience.

•Active Directory – 5 Years’ experience.

•Routing Protocols - RIP, PGP, BGP and Putty and experience on cisco networks and devices.

•Support and configure Cisco RV325 Dual Gigabit WAN VPN Router, Cisco 1800 Series Integrated Router, Cisco SG300-10SFP Layer 2 Switch. Provisioned customer VOIP features on the Nortel voice Switches - DMS 250, 300 and 500.

•Experience with navigation of monitoring tools and dashboards, including Grafana, POS central, Warless Lan Controller, Splunk, Elk, Zabbix, RIFT, Ziptie,Security Center, Chainsaw, Mickra, Port Map View, Power BI, Invent, AAVT, ARBOR, NetFlow, Infoblox, NNMI,CAGI,ARS,Arbor, F5 VIP dashboard and CSC Ping sweep tools to analyze and identify faults on all monitoring also monitoring OTT streaming platforms .

PROFESSIONAL EXPERIENCE:

The Hartford, Frisco, Tx April 2024 - Present

Network Engineer (ENOC & Data center)

• Monitor the network utilizing the VMWARE SMARTS, NNMi, ARX, Splunk, and ServiceNow platforms.

• Provide troubleshooting and support for the Juniper switch and CISCO WAN infrastructure. Provide troubleshooting and support for the Ivanti remote worker infrastructure.

• Solid communication and technical skills working with vendors including Lumen and Verizon and vendor partners including Kyndryl, EXL, and Cognizant and more on problems and changes through to resolution.

• Implement DNS and F5 changes. Review firewall logs for blocks and accepts as part of troubleshooting. Assist with network configuration in support of major projects. Also assist with moves, adds, and changes.

• Experienced on using network performance tools including Riverbed’s ARX platform. Cisco and Juniper Certification a plus. Knowledge of working on ServiceNow.

• Knowledge of APC Uninterruptible Power Supplies (UPS) and EcoStruxure IT Expert monitoring software system. Knowledge of Out of Band (OOB) management (CDI OBM) system. Knowledge of Aruba Edge Connect SD-WAN dashboard.

• Communicate network related outages and take part in crisis meetings via conference calls. Outstanding customer service skills. Feel comfortable working with customers and vendors on the phone or face to face.

• Able to work independently or in team environment. Also have Cross team communication essential environment experience. Having Professional communication skills and Willingness to learn new skills. Knowledge of WAN, LAN, SD-WAN and Remote Access concepts and technologies.

• 6 + years of troubleshooting experience with LAN, WAN, MAN, and SD-WAN technologies and associated infrastructure components.

• Juniper LAN and Remote Worker experience and Cisco WAN experience. Large enterprise/corporate experience.

• Experienced on managing data center, cloud, LAN, WAN, SDWAN services to meet agreed service levels. Maintain the Data Center, LAN, WLAN, SDWAN and WAN infrastructure, focusing on performance and security.

FreddieMac, Plano, TX November 2022 – March 2024

Network Engineer (GOC)

Provide high level technical support, answering support queries via ticketing, monitoring tools, phone, and email. Experience working in agile environment. Understanding of Software Testing Life cycle (SDLC)

Develop and implement incident response plans to address and mitigate the impact of infrastructure-related issues or emergencies.

Monitoring network and telecommunications infrastructure using Spectrum, Sup link, Spider, Dynatrace, Big panda,SST and various other tools. Understanding of network operating systems and JUNOS and Cisco switches .

Working experience on Service Now Information Technology Service Management and Configuration Management Database environment. Keep monitoring SLA.

Identify telecom/network provider related problem, verify if issues are system defects, system limitations, thereby new system requirements, or a client’s misuse of the existing functionality.

Understanding of Networking protocols ( IPSEC, HSRP, BGP, OSPF)also understanding of the OSI or TCP/IP Model. Working

Experience on network outage and infra problem /break fix related issue. Engaged all SMS and other team start working till issue resolve and update higher management via server now, email and other channel like MS Team or Slack.

Monitor cisco network via Dynatrace and other tools. Experience on change, deployment configuration & Support Cisco switches, router,voice gateway and other cisco devices.

Understanding and troubleshooting skills on SD WAN, LAN, Firewall,Auruba wireless controller,Cisco Wireless Access Points, Cisco Wireless Controllers, Cisco Routers, Out of band modem and Riverbed Bandwidth Optimizers.

Working experience scheduling Control M cyclic, group cyclic, file watcher and job batch auto run setup.

Worked on multiple platform end users for large control M environment like PeopleSoft, Linux, windows, SAP, Oracle .

Monitor production jobs to ensure successful execution on both system Autosys and control M server.

Oversee the implementation and maintenance of security measures to protect the organization's infrastructure from cyber threats and ensure compliance with relevant regulations.

Google, Austin, TX October 2021 –November 2022

Network Engineer (NOC & Datacenter)

Monitor and supports the engaged support organizations to reduce duration and severity level (1,2,3)of customer impact and/or loss of redundancy. Opens, updates, and closes trouble tickets as required to track progress of trouble resolution.

Support internal and external clients to set up VPN and trouble shoot. Working experience with F5 technology load balancer .

Handle the deployment, monitoring, maintenance, upgrade and support IT Lan and Wan systems, including web proxy, telecommunications IP and Analog phone, hardware, software, mobile devices and office equipment.

Ability to setup, test, calibrate and commission equipment and devices as required to create a fully functional AVM, PVM, PTZ camera system. This includes video displays, display systems, screens, cameras, switchers, scalers, processors, transmitters, receivers, interfaces, microphones, mixers, amplifiers, controls, and other active and passive devices.

Diagnose and troubleshoot the fire wall and network problems and provide solutions for hardware and software faults.

Convene conference Bridges through t-Meeting to engage various SME groups to join network related issue resolutions.

Use python script to change configuration & Support Cisco WS-C3850-L 48 Port Data LAN Base Refurbished switches.

Experience with navigation of monitoring tools and dashboards, including Grafana, POS central, Warless Lan Controller, Splunk, Elk, Zabbix, RIFT, Ziptie,Security Center and CSC Ping sweep tools to analyze and identify faults on all OTT streaming platforms

Cisco unified CM administration through manage IP phone and analog phone system. Also port management, configuration and support CM administration.

Install, configure and maintain RF or AP components used in war-less land controller enterprise systems on multiple operating system platforms . Like en-dime and war-less scanner devices.

Assist production support and development support RF application defects and RF support related Perform with other duties as assigned .

Monitors Epicor ERP queues to make sure system running smooth and provide update and outage notification in a timely manner via email all over the company ..

Target, Plano, TX March 2018 –October 2022

Network Engineer (NOC)

Experience working with external Clients configuring Routers and Switches. Participate on 24/7 On Call rotation.

Support internal and external clients to set up VPN and troubleshoot network related issues.

Responsible for the analysis/troubleshooting of large scale enterprise VoIP networks and fire wall issue.

Assisted users with any Network Lan, Wan or VoIP issues, fire wall and trouble tickets. Troubleshooting mail flow issues.

Engage in administrative tasks such as adding, modifying and deleting group mailboxes and outlook email accounts.

Report out on usage statistics and drive managed service provider's monitoring of the messaging and outlook email environment.

Commended for technical, analytical and problem--solving skills; effective task prioritization; and customer service orientation. Proficient Experience in installation and configuration of VMware and web proxy server.

As a Network specialist works on a support and services team housed in multiple locations and serves as the contact point for all escalated support cases; works to ensure that customer needs during implementation and post-implementation are addressed; and ensures that quality services are delivered throughout the life cycle of the client relationship.

Identify and track key metrics, oversee task execution, and creates/implements/monitors strategy to continuously improve individual and department performance.

Convene conference Bridges through t-Meeting to engage various SME groups in order to drive prompt network related issue resolutions.

Update support tickets and test cases RF related issues .Aid with testing, execution, and documentation of any issues found in RF on production environment at customer site .

Assist Development and Support experts in troubleshooting customer-reported RF related issues .

Yum Brand (Pizza Hut) TX

System & Network Support Engineer (NOC) Mar 2014- Feb 2019

• Experience working with external Clients configuring Routers and Switches. Participate on 24/7 On Call rotation.

• Support internal and external clients to set up VPN and troubleshoot network related issues.

• Responsible for the analysis/troubleshooting of large-scale enterprise VoIP networks and fire wall issue.

• Assisted users with any Network Lan, Wan or VoIP issues, fire wall and trouble tickets. Troubleshooting mail flow issues.

• Engage in administrative tasks such as adding, modifying, and deleting group mailboxes and outlook email accounts.

• Commended for technical, analytical, and problem--solving skills; effective task prioritization; and customer service orientation. Proficient Experience in installation and configuration of VMware and web proxy server.

• As such, the Network specialist is responsible for the overall satisfaction our customers. Technical knowledge & proficiency in Windows Servers, VMware and Network Administration, Window Servers.

• Identify and track key metrics, oversee task execution, and creates/implements/monitors strategy to continuously improve individual and department performance.

• Convene conference Bridges through t-Meeting to engage various SME groups to network related issue resolutions.

• Update support tickets and test cases RF related issues. Aid with testing, execution, and documentation of any issues found in RF on production environment at customer site.

• Assist Development and Support experts in troubleshooting customer-reported RF related issues.

• Identify LTE related problem, verify if issues are system defects, system limitations, thereby new system requirements, or a clients misuse of the existing functionality.

AT&T, Irving, TX

Network Support Engineer (NOC) Nov 2011- Aug 2012

•Managing and updating the content for the CDMA mobile phones especially video contents. Manage Exchange Online users, manage recipients - create, modify, delete, shared mailbox, recover deleted emails.

•Provide Production support for the U-verse VOD and APPs team. Troubleshoot VOD related problems using MSSQL 2005 and 2008 Databases. Understanding of 3GPP standards and protocols like GTPV2, Sip and Diameter .

•Working closely with field test team in creating test plans for system level, subsystem level and feature level testing.

•Responsible for Monitoring, Analysis, and Resolution of faults occurring in Network Elements that are managed by the Mobility Service Ops organization.

•Troubleshoot different system error codes from MS SCOM using UNIX and Apache tomcat servers. Installed the database (Oracle) component for Family Map U-Verse Application v1.0.

•Manager Network Ops SME for VOD Team. Responsible for the implementation of total quality, methods and procedures, and process programs for the business unit.

The supported elements include: UNIX and Windows servers supporting Provisioned customer VOIP features on the Nortel voice Switches - DMS 250, 300 and 500.

•Performs fault isolation, validation, and some repair for supported network nodes, escalating and tracking advanced repair to specialized teams. Troubleshoot and resolved many VOIP related issues.

•Responsible for the rapid assessment of both the nature and severity of customer problems to evaluate appropriate response, engages various support organizations to provide that response.

•Assists and supports the engaged support organizations to reduce duration and severity of customer impact and/or loss of redundancy. Opens, updates, and closes trouble tickets as required to track progress of trouble resolution.

•Experience with Mobile Communications protocols (SMS, MMS, and WAP). IMS call flows (expertise in SIP based call flows) Voice and Supplementary services.

•Use Net scout and Wire shark to check and Monitor Multicast and Unicast Traffic in the VHOs and SHO.

•Convene conference Bridges through t-Meeting to engage various SME groups in order to drive prompt network related issue resolutions.

HP, Plano, TX Jan 2011-Oct 2011 Network Support (Bank OF America)

•Working with other administrators and engineers of Exchange server support group.

•Provide installation, configuration, and administration for SCOM clients on Stores Servers lab testing environments specializing in Microsoft Media room IPTV, SQL Server 2005/2008, MOM/SCOM, Active Directory, and Windows Server 2003/2008.

•Uncover and structure complex business problems and opportunities .Catalyze action against recommendations in a prompt, efficient manner. Experience with NET Cool to open incidents in Remedy from SCOM alerts.

•Executive-level interpersonal, verbal, written and presentation skills.

•Work on web technology, web frameworks, server platforms, development tools and/or architecture and update trouble ticket.

•Experience with IPTV and Video on Demand, broadcast or post production workflows.

•Under limited supervision, responsible for the monitoring of servers and systems in an environment requiring 24 X 7 X 365 uptime.

•Provide effective, efficient notification of production outages to internal and external clients via email and/or telephone calls.

•Follow established Standard Operating Procedures in response to system alerts and routine tasks with consistent accuracy.

•Demonstrated strong initiative by providing immediate feedback when processes and procedures are incorrect, inefficient, or do not exist.

•Record outages for daily review and send outage notifications internally and externally.

•Create Trouble tickets using Remedy, Maximo to external and internal vendors Like Verizon, AT&T, IBM, Microsoft.

DirecTV, (Mastec), Carrollton, TX Oct 2008 – Jan 2011

Technical Support System Engineer

•Provided 3rd level Technical Support for the Intermec CN3 Wireless hand held Devices and provide backup to the call center and tracker groups.

•Monitored alerts for Microsoft Operations Manager (MOM) 2005, for MS Exchange Server 2003/2007 Management Pack to check latency experienced by Outlook, Outlook Web Access, Outlook Mobile Access, and Exchange ActiveSync technology.

•Solid Understanding of Backup and Recovery processes. Configured SMTP server for sending email alerts.

•Supported Different Brands of Cisco Routers like 7200 Series, 7300 Series and ASR 1000 Series.

•Coordinated with field operations, Warehouse personnel and DirecTV support groups to diagnose and resolve troubles related to the Intermec C3 wireless Hand Held devices.

•Provided ongoing and ad-hoc analysis of documented errors and resolutions.

•Identified and diagnosed recent hand held device changes and installed applications failures.

•Performed after hours On Call Basis Support as needed by the Management (on-call weekly rotation).

•Identified operational issues through data analysis and recommended solutions to make trouble resolution more efficient.

•Used Active Directory to permit user access to meetings, add new users, and troubleshoot user access issues.

Education:

•Associate of Electronics, County Community College, Plano TX, 2004

•Bachelor of Science Shadat Government College Tangail, Bangladesh 2000

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