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<pre>Array ( [var] => cut_url ) </pre> Resume for Jeannette M. for IT / Technical Support / Computer & IT Services in Beaverton, Oregon. Search More Resumes for IT / Technical Support on #U55L8CI4A

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Resume for Jeannette M. for IT / Technical Support / Computer & IT Services in Beaverton, Oregon

Occupation: IT / Technical Support Industry: Computer & IT Services
Country: United States City: Beaverton
State: Oregon ZIP: 97007

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SW th AV Aloha, OR



IT Professional with superior ability to manage multiple tasks simultaneously in deadlinedriven environments.  Excellent verbal and written communication skills. Able to assess and resolve issues quickly. Areas of experience and expertise include: 

• Enterprise Support • HA / DR Environments • Business Intelligence
Problem Resolution • Ticket Management • SLA Statistics & Analysis
• Software Updates • Change Management • Documentation


Applications            WebSphere, Active Works, Web Methods, SSH, Remote Desktop

Hosting                    IIS, Apache, Jboss, Tomcat

Languages               HTML, XML, SQL, Java, C++, Perl

Monitoring              BAC, Sitescope, What'sUP, OpenView, Zenoss, Nagios, NetCool, PerfMon

Networking              LAN/WAN, TCP/IP, Cisco CLI, Cisco GSS, DNS, VPN

Operating Systems UNIX, Linux, Windows XP/NT, Server/, Vista, Mac, Novell, DOS

Productivity             Microsoft Word, Excel, Outlook, PowerPoint, SharePoint, Visio

Ticketing systems   HP Service Desk, Bugzilla, IDS 


Microsoft Certified Professional, CompTIA  A+, CompTIA  Network+, CompTIA  Security+, CompTIA Project+, CIW Web Foundations Associate, CIW JavaScript Specialist, CIW Web Design Specialist, CIW v Associate, CIW Professional 


LexisNexis Choicepoint, Boca Raton, FL        

Operations Engineer

Administrator for HP Business Intelligence monitoring suite Mercury Business Availability Center & Sitescope.  Setup six server suite and grew monitoring from point three server sales demo to over servers and data points.  Upgraded and migrated entire suite to newer version twice on new servers.

  • Monitored three separate enterprise data center locations: Troubleshot and resolved system, applications and network connectivity issues to ensure optimal performance and meet or exceed SLA's.
  • Performed data and software rollouts three times a week for all products and data concurrency.
  • Opened, routed and resolved technical support tickets. Handled escalated tech support issues.
  • Updated and expanded NOC Library from documents to over in ISO format.
  • Created and maintained System Communications SharePoint website.
  • Updated NOC SharePoint website and documentation.
  • Held and facilitated weekly production issue ticket meeting with all departments.
  • Created monthly product availability statistic reports for senior management.
  • Gathered information and wrote root cause outage analysis documents.
  • Mentored and trained juniorlevel Operations Engineers.
  • On call x bimonthly for all SEV production outages.
  • JEANNETTE M., page  

    NTT/Verio, Boca Raton, FL        

    Network Control Technician

    Monitored servers, network equipment, applications, and systems across two x shared web hosting data centers.

  • Provided answers to technical staff and clients by identifying problems; troubleshooting issues; researching answers; creating job tickets for documentation and tracking; taking corrective actions, escalating issues as necessary.
  • Created ISO procedural references by writing and then maintaining departmental documentation.
  • Installed, maintained and updated hardware and software tools.
  • Assisted with periodic IT audits.

    Verio, Boca Raton, FL          

    Technical Support Engineer

  • Provided technical support to customers via telephone and email by identifying problems; troubleshooting issues; researching answers; creating job tickets for documentation and tracking; taking corrective actions, escalating issues as necessary.
  • Set up new customer web hosting accounts
  • Assisted customers with password, email, , DNS and scripting issues for their web sites.
  • Provided support for merchant shopping carts.

    Atlantic Internet Eminet Domain Boca Raton, FL      –

    Operations Manager

    Provided administrative and technical support to over , access and webhosting customers via telephone and email.  Ran entire ISP by myself for period of six weeks due to staffing changes.

  • Managed technical support staff of two technicians.
  • Performed Linux and NT server systems administration, maintenance and monitoring for all web, news, , email and colocated servers. 
  • Network administration and monitoring for PRI lines, Cisco routers and CSU/DSU monitoring and maintenance.
  • ISP access and web hosting account setup and maintenance.
  • Updated and maintained ISP website.
  • Wrote new customer documentation and FAQ’s for ISP website.
  • Setup new billing software Total Bill on Oracle and NT servers and migrated all customer accounts. Wrote bug reports and worked with vendor on software testing and patch installs.
  • Conducted billing audit of all existing company accounts and those of acquired ISP Axxis.


    Bachelor of Science Computer Information Systems

    Western Governor’s University, Salt Lake City, UT  

    Currently pursuing Bachelor of Science Information Technology Security Emphasis

    Western Governor’s University, Salt Lake City, UT 


    Given highest Choicepoint company award, the Rhino Award, for working onsite at Boca data centers for a full week during and after Hurricane Wilma. 

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