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Contracted to ESA/ESOC (European Space Agency/European Space Operations Center) by Serco GmbH Position and Responsibility description 24 Hour First line support for a data network (shifts) First/Second level investigation of faults and failures Monitoring of Large International Network of over 350 network nodes large local LAN network with remote connections to international sites, including Cisco Routers Switches, Check Point Firewalls and Mission Critical Servers Critical (Satellite connectivity) and non-critical Use of Assyst Ticketing system for creation and tracking of issues Escalation of issue following a strict SLA guideline Knowledge and use of ITIL influenced infrastructure Logging of major events in daily log book Documentation of ISDN usage Monitoring and Network fault finding using such tools as HP Openview Cisco Works Infovista Syslog Console Works Completion of Change requests Server moves - switch configurations New User Access ports DNS entries for new hosts, server moves (IP addresses/domains), using Vital QIP Coordination with other teams for changes to Operational Servers Coordination of remote link outages opening tickets with telecoms for outages tracking of outage/follow up/escalation testing/confirmation of repairs done ISDN control - Activation of ISDN back-up during line outages Logging of major events in daily log book Documentation of ISDN usage Configuration of Cisco Routers and Switches access ports/trunk ports ISDN control Access-list control for inter and intra-company connections Network Trouble shooting of OSPF, EIGRP, BGP, VPN, and static routing ISDN Spanning tree HSRP Data links to remote sites (up to 2 Meg) Ethernet Access ports/Trunk Ports Firewall issues Server and user connectivity issues DNS During Night shift my role expands to Solaris Server and VAX support Application support - following written procedures Server Support - checking tasks, reboots, back-up tape administration

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Contract to T-Systems by Adecco Personaldienstleistungen GmbH Helpdesk Support for Lufthansa Worldwide (German/English) Position and Responsibility description First Point of Contact for Lufthansa Users World Wide Ticket Creation for issue tracking using Service Center 5.0 Configuration Support of Lufthansa Proprietary software First level network support Outlook Configuration Support Remote Access User support Internet Access Firewall login VPN login Window profile support Novell user account support - Network Drive mapping, user passwords Novell Management - Remote management of workstations and printers Windows XP support Field technician dispatch/support File Server support - data restore, file permissions First level IBM mainframe connection support Network and Local Printer Support Major Outage Escalation Internal Process development Microsoft OS and office product support

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Domain Environment Installation - HP Proliant Servers in Data Center in large Windows 2000 Domain environment. - Installation of Hardware (RAID Controllers, NIC cards, RAM, Processor, etc.) - OS installations (Windows 2000 Server) - Installing rack mounted and free-standing servers and cabling - Workstation installations (Windows 2000, XP, NT) Configuration - Junior ADS and Domain Administration (Widows 2000) - Local Computer Administration supporting 600 workstations - Deployed 400 workstations with Windows 2000 via Microsoft RIS (Remote Installation Service) and Images stored on CD - Hardware troubleshooting/installations on servers and desktop computers - Configuration of Hardware RAID Controllers - Configuration and Support of routers for LAN/WAN connections - Configuration VPN to connect branches of Small Businesses - Use of Net Install - Windows 2000 Small Business Environment Network Implemented with WAN access Mail, user creation, roaming profiles, mapped virtual drives to user's desktop environment

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Supervised NOC Monitoring Department: Network, personnel, communication with management and other departments Evaluated outages and escalated to appropriate departments depending on the level of fault and the severity of the outage Managed trouble ticket follow-up with a team of engineers that communicated with support consultants on more complex engineering issues Technical analysis of outages in a complex network environment consisting of a Hybrid Coaxial Fiberoptic network providing VOIP, Cable Television and Internet Services Linux OS used in Network trouble shooting Skills within Linux include: Server Installation, network configuration/troubleshooting, FTP Server Install and configuration, knowledge of working with Apache, basic scripting HP Openview usage for monitoring IP network Resolved issues related to layer 3 switching Regulated the security of head-end equipment rooms and remote sites while on shift Supervised monitoring, dispatch and repair of cable network consisting of 500,000 customers Supervised monitoring of large planned network outages Used Remedy ticketing system

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Qwest Communications (CDI IT Contractor) Denver, CO Implementation, testing and trouble shooting of (T1/E1) high bandwidth data and analog lines Interconnecting and mapping local and national Data trunks Communicated and tested with install and maintenance technicians of other WAN connection providers Through testing with various tools such as REACT 2001- Isolated issues to equipment or data trunks Tested with Customers and Vendors to insure satisfaction Tested to and configured analog switches with teams members New employee training and continued technical guidance for team members

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Senior Team Technician (Broadband) Support and provisioning of national ATM and Frame-Relay network Use of Cisco 7200 switch to monitor and troubleshoot connections between high-bandwidth ATM data trunks Configuration of ATM to IP networks Analysis and troubleshooting of leased lines for SLA Extensive use of packet sniffer DSLAM configuration and troubleshooting Provided 3 rd level support Support and maintenance for Cisco 2600, 2500, 1600 VLAN configuration Implementation and troubleshooting of OSPF, PPP, PPPOE, EIGRP, Frame Relay, DDR, T3 and T1 Developed interdepartmental procedures for issue escalation Responsible for root cause analysis for outages, ticketing policy, shift handoff, etc Employee training Remote LAN access/management: Telnet, FTP, SNMP

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RMI Communications Customer Support for DSL, ISDN and dial-up PC and router configurations Support of PC software and hardware issues Client relations PC trouble-shooting Modem, local carrier and connectivity issues resolution Software installation and reinstallation Creation of dial up networking macros Implementation of TCP/IP network protocols Daily use of internet resources to accommodate customers needs Customer LAN issues Dispatch and equipment replacement Documentation of existing network configurations Comprehensive use of IP addressing

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Technical Phone Support for Dial-Up Internet Customers Uses of Internet Explorer and Netscape to trouble shoot customer issues Diagnosing TCP/IP connection and software issues Trouble shooting hardware issues with PCs and modems Use of Remedy Trouble ticket system Customer interaction (40 to 60 calls a day)

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Worked in various clothing sales positions