Conrad Holmes
McKinney
Summary
Results-driven NOC Manager known for high productivity and efficient task completion. Skilled in network operations management, incident response coordination, and IT infrastructure monitoring. Excels with strong problem-solving abilities, effective communication, and team leadership to ensure operational excellence and reliability in fast-paced environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
NOC Manager
Bdo Usa
Oak Brook
08.2022 - Current
- Formulated strategies that increased customer satisfaction scores for NOC team.
- Developed plans to enhance network performance and reliability metrics.
- Conducted regular training sessions for NOC personnel on emerging technologies.
- Established and enforced policies and procedures to ensure optimal service delivery.
- Led Off-Hours Team, overseeing technical support during non-business hours while maintaining service quality.
- Mentored NOC engineers, fostering professional development and skill enhancement.
- Reviewed and analyzed ticketing data, identifying improvement areas aligned with organizational objectives.
Senior Experienced Associate
Bdo Usa
Oak Brook
08.2019 - 08.2022
- Managed all NOC duties during third shift, ensuring rapid resolution of infrastructure issues.
- Addressed alerts from Microsoft Sentinel, Defender, and Risky Sign-On for client systems.
- Coordinated patching schedules on a monthly, quarterly, and annual basis for client systems.
- Collaborated with ISP vendors to troubleshoot and resolve circuit issues at client sites.
- Provided level 3 support for service desk requests during off-hours.
Experienced Associate, Managed Services Group
Bdo Usa
Oak Brook
08.2018 - 08.2019
- Managed NOC operations during third shift, addressing infrastructure challenges and maintaining system uptime.
- Executed patch management across multiple client systems and services.
- Delivered technical support and resolved network issues for service desk requests.
Network Administrator
PLS Financial Services
Oak Brook
11.2015 - 08.2018
- Configured and managed Cisco networking equipment, ensuring network stability across all locations.
- Coordinated with ISP vendors for network upgrades to enhance performance and reliability.
- Developed comprehensive documentation for service desk and network operations.
- Resolved internal technical issues efficiently while providing level 2 network support.
Level 2 Helpdesk Support
PLS Financial Services
Oak Brook
10.2012 - 11.2015
- Provided hardware, software, and network troubleshooting support for internal users.
- Resolved technical issues on Windows servers.
- Coordinated with vendors to resolve third-party software issues.
- Assisted in training new Level 1/Level 2 technicians and supported the service desk team.
Computer Support Technician
Alverno Information Services
Hammond
05.2012 - 10.2012
- Delivered level 3 support for hardware, software, and OS issues.
- Participated in PC deployment projects, imaging and configuring machines for end-users.
- Supported IT initiatives, including printer deployment and video conferencing setups.
IT Technician
Columbia College Chicago
Chicago
06.2007 - 10.2012
- Executed routine maintenance on servers and systems, ensuring uninterrupted network operations during peak periods.
- Managed user accounts within Active Directory and Exchange Server environments.
- Migrated PCs from Windows XP to Windows 7 while providing support for hardware and software issues.
- Acted as primary IT contact for ASL-English Interpretation lab, troubleshooting application and hardware challenges.
Education
Computer Engineering
University of Illinois At Chicago
Chicago, IL05-2007
Skills
- Incident management
- Customer service
- Team leadership
- Technical training
- Policy enforcement
- Firewall administration
- LAN/WAN Networking
- Operating Systems: Windows 10/11, Windows Server 2012 R2/2016/2019
- Applications: MS Office 365, VMware, Veeam, Hyper-V, Exchange, ServiceNow, WireShark, PowerShell, Heat, 360, Track-It, AutoTask
- Backup & Monitoring: Veeam, Solarwinds, PRTG, Auvik, N-Central
- Networking: Cisco IOS, TCP/IP, OSPF, LAN Switching, Fortinet, HP Aruba
- Virtualization: Hyper-V, VMware, Azure, AWS
- Cloud & Directory Services: Cloud & Directory Services: Azure Active Directory, Azure Entra ID, Active Directory, AWS
Certification
- Cisco Certified Network Associate (CCNA)
- CompTIA Secutiy+
- CompTIA Network+
- CompTIA A+
Timeline
NOC Manager
Bdo Usa
08.2022 - Current
Senior Experienced Associate
Bdo Usa
08.2019 - 08.2022
Experienced Associate, Managed Services Group
Bdo Usa
08.2018 - 08.2019
Network Administrator
PLS Financial Services
11.2015 - 08.2018
Level 2 Helpdesk Support
PLS Financial Services
10.2012 - 11.2015
Computer Support Technician
Alverno Information Services
05.2012 - 10.2012
IT Technician
Columbia College Chicago
06.2007 - 10.2012
Computer Engineering
University of Illinois At Chicago
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