Marlon Cork

• Provided day-to-day support to system users, educating employees on troubleshooting and problem-solving protocols.
• Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
• Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
• Provided system acceptance reviews for installed systems and software, verifying compliance with applicable performance metrics and compatibility expectations.
• Provided technical reviews of existing systems and suggest updates or changes.
• Implemented Linux-based firewalls for VMWare networks to provide connectivity to 30+ isolated environments.
• Created Powershell scripts to build or migrate complete ecosystems in Azure and VMWare.
• Wrote scripts to automate the install and upgrade of proprietary software.
• Create scripts to monitor system stability, detect, notify engineering team and correct system failures.
• Designed and developed system support collaterals, to include training materials, architectural diagrams, system specifications, test procedures and user guides.
• Partnered with clients, partners and internal teams in the planning and executing of technical tasks such as data loads, interface building, system integration, issue resolution, assessment of environment readiness, installation and upgrades.
• Provided software testing and recommendations to Development teams for fixes on bugs.
• Serve as technical lead and mentor.

• Formalized troubleshooting guide for support personnel reducing the number of second level escalations by over 75%.
• Automated the discovery and reporting of application crashes.
• Performed upgrade of Citrix infrastructure enabling easier access for customers.
• Wrote and deployed web-based log viewer that gave external teams without server access the ability troubleshoot reported issues.
• Planed and performed technical tasks associated with the implementation of McKessson solution sets, working with clients and internal resources at the client site or remotely.
• Mentored and provided technical assistance to client and internal resources.
• Partnered with clients in planning and executing technical tasks such as data conversions, interfaces building, integration, issue resolution, assessment of system environment readiness, installation and upgrades.
• Provided recommendations on the process improvements related to implementation processes and led the efforts to create improvements.
• Configured customer’s initial security and administration setup adhering to industry best-practices.
• Provided clients with technical support and training on: Operational Duties, ZDT deployment, File Updates, Security Setup, Maintenance Routines, Backup strategy, Load Balancing\Failover testing, and log file reviews.
• Performed administration of customer systems running on Redhat Enterprise Linux.
• Manage virtual infrastructure both in-house and at customer locations (VMWare ESX/ESXi, Lab Manager, vCenter, vSphere).
• Created implementation plans then performed initial Installed or upgraded or McKesson proprietary products.
• Created and managed Issues List for items identified during installs and provided daily updates to stakeholders.
• Installed and upgraded Oracle Application Servers and Oracle database servers.
• Maintained service schedule for software and hardware.

Accomplishments

• Automated deployment of VMware server images, remote lab setup and creation of Citrix applications which reduced workload by three hours for every IT training class delivered.
• Automated weekly registration of instructors to Sametime Chat Server which eliminated the need for weekend rotation of employees to accomplish this task.
• Developed a web portal that gave Instructors an all-in-one view of students in a class with the ability to reset any Citrix session; reducing the number of support calls made to the helpdesk.
• Upgraded Citix farm running Presentation Server 4 on Windows 2003 Server to XenApp 5 running on Windows 2008 Server which supports world wide education across all platforms (AIX, AS400, MVS, SUN, xSeries and Intel).

Duties and Responsibilities

• Manage Citrix farm of over 80 servers
• Develop and maintain software written in PHP, Perl, C# and VBScript to publish applications in a Citrix environment
• Manage VMware ESX/ESXi, VMware Server and Citrix XenServer hosts
• Manage servers running on Windows 2000, Windows 2003, Window 2008 and Linux (Centos/Ubuntu/Fedora) Servers
• DNS, DHCP, AD/LDAP, HTTP management on Windows 2003 and Windows 2008
• Build, deploy and manage virtual machines used to support all IBM’s global IT courses
• Provide Level III support to instructors and students using IBM’s eTraining services worldwide
• Provide technical support to IBM’s technical conferences WW
• Provide desktop support to Course Developers and Content Managers of IBMs IT courses
• Manage IBM DB2 and MS SQL database clusters
• Install and manage MySQL on Linux and Windows
• New technology awareness, research and integration
• Responsible for the training of new hires
• Compile process documents
• Provide on-the-job training to team members on new technologies and processes
• Serve as technical team lead managing weekly schedules and running team meetings.

Accomplishments

• Created searchable web portal that allowed staff members to submit and track trouble tickets
• Created and delivered IT literacy curriculum to staff members which significantly improved computer literacy of Division’s staff

Duties and Responsibilities

• Analyze technological needs and provide purchase, installation and maintenance recommendations
• Provide technological consultation in grants writing
• Serve as the Division’s Systems/Network Administrator
• Support web and media servers running on Windows 2003 Server; web, email, database and news servers running on Redhat 6.2 and Fedora Core 4 & 6
• Develop, maintain, and monitor helpdesk web portal written in PHP
• Develop software to track problems submitted through the helpdesk portal system using a ticketing system
• Develop web/software applications using various scripting and programming languages (PHP, Perl, and JavaScript)
• Responsible for content management of division’s website
• Prepare and administer technology workshops for staff members
• Collect, organize and analyse statistical data related to grants and proposals
• Provide on-demand desktop support to the division’s staff
• Configure and deploy VoIP telephones using Cisco Call Manager.

Promoted in June 2006 to Customer Ownership Team/Tier III Agent.

• Responsible for handling customer issues referred by the Quality Assurance teams.
• Serve as the last point of escalation for technical issues referred by other customer relation entities.
• Mentored new agents.
• Responsible for responding to customer inquiries and concerns submitted during telephone surveys.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Promoted in May 2006 to SAVE Agent /Advanced Tier II

• Provide issue resolution to potentially terminal Bellsouth customers.
• Serve as an inter-departmental liaison for customers having non-DSL issues.
• Provide remote technical support to Bellsouth service technicians and contractors in the field.

Promoted in December 2005 to Product Specialist/Tier II Agent.

• Provide advanced technical support to residential DSL/dial-up and business DSL customers.

Tier I Agent

• Provide basic telephone support to Bellsouth FastAccess DSL users.