Summary
Overview
Work History
Education
Skills
Locations
Awards
Summary Of Experience
Timeline
Generic

Edward Hemphill

Nevada,Tx

Summary

Results-driven NOC Engineer with nearly three decades of experience overseeing critical network infrastructure improvements. Skilled in maintaining methods and procedures for system maintenance, identifying equipment performance issues, and meeting NOC performance expectations. Detail-oriented professional with strong communication and project management skills, adept at handling multiple tasks in fast-paced environments. Experienced leader known for guiding teams, managing complex projects, and achieving strategic objectives through efficient processes and a collaborative approach to excellence.

Overview

28
28
years of professional experience

Work History

Network Operations Engineer

Global Payments
05.2012 - Current
  • Monitored and maintained network and software components according to established guidelines and best practices.
  • Supported global network users with connectivity, VPN, and access issues.
  • Established positive working relationships with users to quickly resolve problems.
  • Exceeded SLA standards for response times and problem resolution.
  • Updated internal customers regarding open tickets and status of resolutions.
  • Built servers, upgraded applications, and conducted hardware audits.
  • Created graphical reports to visualize network performance and uptime to management members.
  • Scheduled infrastructure upgrades and software update rollouts around high traffic times to maintain network availability.
  • Collaborated with other network engineers to configure and maintain network monitoring and load balancing.
  • Closed first-time tickets quickly and met resolution volume requirements.
  • Kept detailed documentation on each support ticket and added lessons learned to knowledge base.
  • Designed, tested and implemented network servers, infrastructure and software.
  • Recommended proactive approaches to leadership team to improve stability of infrastructure components.
  • Coordinated with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements.

End User Computing Sr. Manager (EUC)

HCL
08.2011 - 05.2012
  • Managing Teams that supports 147 sites in Texas for DSS, EDSS and STC environment including over 12000 desktops, laptops and various mobile devices.
  • Trend Analysis on incidents and service requests.
  • Evaluated hiring, firing, and promotions requests.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Provided strong leadership to enhance team productivity and morale.
  • Implemented and developed operational standards, policies and procedures.
  • Consolidated vendors and renegotiated contracts to optimize costs.
  • Executed appropriate staffing and budgetary plans to align with business forecasts.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Held monthly meetings to create business plans and workshops to drive successful business.
  • Ordered new equipment and inventory and scheduled repairs for damaged equipment.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Developed detailed plans based on broad guidance and direction.
  • Defined clear targets and objectives and communicated to other team members.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Launched quality assurance practices for each phase of development

ITO Midrange Operations Implementations & Transformations Analyst

ACS, A Xerox Company
11.2009 - 07.2011
  • Facilitate and or assist in day to day activities with transition projects for new business or current client's transitions and implementations.
  • Includes remote and or on site assistance pertaining to activities within project plans.
  • MPR reporting for ECC.
  • Maintaining/developing ECC intranet sites for each ECC team.
  • Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.
  • Collected, arranged, and input information into database system.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Generated reports detailing findings and recommendations.
  • Educated staff on organizational mission and goals to help employees achieve success.

Systems Development Specialist

Affiliated Computer Services (ACS)
09.2005 - 11.2009
  • Equipment or software design, engineering and/or development for Enterprise Command Center Monitoring Teams.
  • Engineering evaluation and/or test of materials (H/W and/or S/W components, products and systems).
  • Preparation of detailed specifications from which programs will be written, or equipment fabricated or installed.
  • Application of configuration management procedures for changes to the operating system files and software.
  • Performance of associated process studies, research investigations and requirements analyses of all aspects of communications and telecommunications systems, etc., by applying statistical/analytical and modeling or engineering techniques, procedures and criteria in specialized areas.
  • Participation in the development and preparation of documentation for, but not limited to, procedural, program and user documentation.
  • Designs, develops, installs, implements, fine tunes, documents and/or maintains databases, database dictionaries; monitors standards and procedures and integrates systems through database design and administration.
  • Works with users to ensure successful system implementation; may assist in user training.
  • Occasionally, may provide guidance and assists in training of less experienced staff.
  • May research or write portions of technical proposals.
  • Maintains state-of-the-art knowledge and compiles information into recommendations and analyses.
  • Responsible for maintaining/developing ECC intranet sites for each ECC team.
  • Designed, planned and implemented new systems and enhancements to existing systems to improve productivity.
  • Built automation to report status of products and devices.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
  • Designed and developed forward-thinking systems that meet user needs and improve productivity.
  • Created proofs of concept for innovative new solutions.
  • Translated technical concepts and information into terms parties could easily comprehend.

Escalation Supervisor

Affiliated Computer Services (ACS)
05.2003 - 09.2005
  • Previous Job Position plus: Managing an operational team to perform network/server monitoring duties.
  • Develop monitoring solutions.
  • Quick resolution of problems introduced by monitoring or helpdesk.
  • Promoted to Systems Development Specialist September 2005.

Network/Server Analyst IV

Affiliated Computer Services (ACS)
11.2000 - 05.2003
  • The overall design and structure of a computer systems, including the hardware and the software to monitor Network devices including Routers, switches, Firewalls and Servers.
  • Writing Technical Documentation including Procedures to perform Job duties, Inventory, Network Diagrams.
  • Development of intranet web environment for ECC.
  • Other responsibilities included monitoring network traffic for security analysis.
  • Used Cisco Netranger, Snort, Acid, Barnyard for SOC infrastructure.
  • Proactively research security vulnerabilities and virus information to notify and protect end users.
  • Promoted to Escalation Supervisor May 2003.
  • Developed effective improvement plans in alignment with goals and specifications.

Lead Computer Operator

Transcom General Agency
11.1997 - 11.2000
  • Managing a group of 6 operational team members to perform mainframe operations and Desktop and Network Support.

Computer Operator

Transcom General Agency
04.1997 - 11.1997
  • Mainframe operations, console, Vtam, CICS, help desk, Desktop Support for PC and Dummy Terminals, telecommunications, supporting network needs, problem determination, problem solving and quick response to network downtime.
  • Managing a team of console/network operators.
  • Generated reports covering details about data, system operation, and error monitoring.
  • Maintained spreadsheets of data across multiple systems.
  • Reacted calmly during times of highly stressed or emergency situations.
  • Processed requests for service from internal and external customers.
  • Managed program errors with analytical approach focused on troubleshooting, diagnosing and resolving each problem.
  • Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.

Education

ITIL Certification III

People Cert
01-2019

ACS Lean Six Sigma QMS Trained -

ACS
10.2005

ACS BS15000 Internal Auditor Trained - undefined

ACS
07.2005

ACS Netcool Trained - undefined

ACS
07.2004

undefined

Community College -El Paso
08.1994

University of Texas At El Paso
08.1992

Skills

  • Webpage creation and management
  • Experience in web development utilizing HTML
  • Skilled in Perl programming
  • Proficient in PHP
  • Database management with MySQL
  • Linux command line proficiency
  • Proficient in Wintel environments
  • IIS administration
  • Skilled in managing Apache web services
  • Real-time network analysis
  • Monitoring service level agreements
  • Crisis management solutions
  • Wireless network administration
  • Proactive system monitoring
  • Organizational change management
  • Experience with ticketing software
  • Troubleshooting network issues
  • Cybersecurity management
  • Security standards adherence
  • Team-based coordination efforts
  • Support resolution skills
  • Coaching and development
  • Incident resolution management

Locations

Dallas, TX

Awards

  • ACS Best Award, 10/01/03
  • Employee of the Month

Summary Of Experience

My experience includes backgrounds including LAN and WAN environments, desktop support, Network(NOC)/Server analyst, server administrator and Security Operations (SOC) based on many OS platforms and vendors. Management tools, process documentation and Service Level Reporting are my responsibilities along with large migrations of IT environments. Detailed project plans, flow charts, powerpoint presentation development and delivery, SOW, systems architecture analysis, MPR reporting, establishing SLA's and KPI's, Capex processes and procedures are some of the areas in which I am well experienced.

Timeline

Network Operations Engineer

Global Payments
05.2012 - Current

End User Computing Sr. Manager (EUC)

HCL
08.2011 - 05.2012

ITO Midrange Operations Implementations & Transformations Analyst

ACS, A Xerox Company
11.2009 - 07.2011

Systems Development Specialist

Affiliated Computer Services (ACS)
09.2005 - 11.2009

Escalation Supervisor

Affiliated Computer Services (ACS)
05.2003 - 09.2005

Network/Server Analyst IV

Affiliated Computer Services (ACS)
11.2000 - 05.2003

Lead Computer Operator

Transcom General Agency
11.1997 - 11.2000

Computer Operator

Transcom General Agency
04.1997 - 11.1997

ACS BS15000 Internal Auditor Trained - undefined

ACS

ACS Netcool Trained - undefined

ACS

undefined

Community College -El Paso

ITIL Certification III

People Cert

ACS Lean Six Sigma QMS Trained -

ACS

University of Texas At El Paso

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