Operations Engineer Technically astute IT professional offering 20+ years of proven performance in the field. Adept in designing, implementing, and integrating high-performance technology solutions to meet the needs of business. Full stack engineer MERN stack. Proven skills in administering, optimizing and supporting multi-platform LAN/WAN infrastructures under MS Server 20xx and Unix. Well-versed in specialized techniques for Email & Internet, routing/switching, VPN, back-up/recovery, firewall, anti-virus, security, TCP/IP and remote connectivity solutions. Outstanding analytical, time management and problem solving skills; strategically manage time and expediently resolve complex problems for optimal productivity, improvement and profitability. Highly effective liaison and communication skills proven by effective interaction with management, end users, team members and vendors.
Hi, I’m
Michael Wilson
Fayetteville,GA
Summary
Overview
21
years of professional experience
Work History
Extreme Reach Inc
Syndication Support
04.2005 - Current
Job overview
- Helped streamline repair processes and update procedures for support action consistency
- Configured hardware, devices and software to set up work stations for employees
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Removed malware, ransomware and other threats from laptops and desktop systems
- Collaborated with outside departments to implement system-wide improvements
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Patched software and installed new versions to eliminate security problems and protect data
- Performed root cause analysis and general troubleshooting
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Applied superior technical knowledge to improve Operations
- Provided support to hundreds users in 24/7 uptime environment, often working double shifts to accommodate time zones
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Increased sales by educating prospects on benefits of products and services in comparison to competitors
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Processed over support requests weekly for technical assistance on wide range of issues related to software and hardware
- Executed various techniques, including scripting and monitoring to maintain servers and systems, keeping networks fully operational during peak periods
- Developed and tested new product offerings prior to release to assist development team in bug identification.
Extreme Reach Inc
Operations Engineer & 3rd Level Support Specialist
06.2007 - 03.2014
Job overview
- Provide 24/7 on-call support as first escalation point into Software Engineering for all technical problems
- Document trouble tickets and create step-by-step procedures
- Train and mentor Level I and II technicians, as well as newly hired personnel
- Deploy and administer all software updates, operating system patches, virus updates, and proprietary software for up to 1,500 remote servers and 2,000+ end users
- Write batch files to remotely examine the health of software and general stability of the operating system and MYSQL server
- Conduct root cause analysis and problem resolution on all technical issues
- Generate change requests on system and software and documentations for optimal knowledge base to transfer information to all levels of support
- Key Achievements:
- Key contributor to consolidation of all technical support processes and procedures upon company acquisition and ensured uniformity and consistency of IT operation in all areas
- Provide technical services for key customer accounts such as ABC, CNN, Sony, Accent, Buena Vista, Mayo Clinic, Joel Olsten, and several hundred TV stations.
Extreme Reach Inc
1st Shift Team Lead
02.2007 - 06.2007
Job overview
- Pathfire, Inc)
- Interpreted and supported proprietary technical material for end users
- Planned, organized, and coordinated team implementation of the response to system outages and other spontaneous events
- Monitored WAN networking 500 Windows NT workstations by VSAT, Frame Relay Circuits, RAS, and performance of internal servers consisting of Windows NT 4.0/2000 and Sun Solaris 2.6 to 5.8
- Administered multicast satellite transmissions, UDP acknowledgements, and troubleshooting of proprietary processes on Sun Solaris Servers to maintain mission critical transport system that carried content for 2 major broadcast news networks and 4 cable television companies
- Provided technical support to proprietary product users, and analyzed/resolved technical issues related to video transport software/hardware and services
- Supported installation and configuration of software/hardware via remote access software or on-site as required
- MICHAEL WILSON PAGE 2 OF 2 Key Achievements:
- Provided initial and on-going training sessions to end users, monitored media distribution activities, and ensured optimal service levels to meet or exceed contracted services requirements and team goals
- Performed duties of Manager for Customer Care Team as requested.
Extreme Reach Inc, Formerly Pathfire Inc
Operations Specialist Level
04.2005 - 02.2007
Job overview
- Responded to inbound customer care calls and provided technical support to product end users
- Monitored customer activity and ensured service levels were met or exceeded
- Analyzed and resolved technical issues associated with software, hardware, and network issues
- Supported multiple installations and configurations of software/hardware
- Provided initial and ongoing training to end users and issued trouble tickets to other support members as required
- Key Achievements:
- Addressed and resolved up to 50 inbound/outbound calls daily
- Assigned duties as Pit-Boss upon request and monitored all Pathfire alerts and escalated issues to appropriate departments for resolution.
APEX/Pathfire
Technical Consultant/Help Desk Support
03.2004 - 04.2005
Job overview
- Worked closely with Chief Engineers and performed troubleshooting and installations of systems at over 1,200 sites/television stations
- Communicated frequently with in-house Engineering, Application Support, Customer Care, Network Services, and Account Management to deliver technical solutions designed to meet customer needs and specific requests
- Installed and configured Viacast and SkyStream satellite receivers, ensured network connectivity of systems, and guaranteed proper alignment of satellite dish
- Conducted final testing on UNIX system
- Demonstrated keen technical acumen to analyze, develop, and drive solutions to meet needs of business
- Designated trainer/mentor to other team members in all IT procedures, processes, and protocol.
- Improved systems with addition of new features and infrastructure
INTERLAND
NOC/COMM Microsoft Server Administrator
01.2002 - 03.2003
Job overview
- Facilitated cross-functional ticket escalation management in response to server down issues and global incident scenarios
- Key Achievements:.Maintained 99% server uptime
- Recognized as ‘go to' person for keen working knowledge of Windows NT/2000, Red Hat Linux, Adobe Photoshop 7, HTML, MS Outlook Word, Excel, networking principles for protocols, routers, switches, and cabling, as well as server protocols and services (FTP, HTTP, and SMTP), and remote login processes.
Education
Graduate of Academic Study
University Overview
Georgia Institute of Technology
Full Stack Coding Bootcamp Certification
06.2019
University Overview
Click link for projects - Portfolio
- Completed professional development in MERN stack
RAF Lakenheath High SchoolEngland
High School Diploma
05.1994
University Overview
Skills
- Operating Systems: Windows, Solaris, Red Hat
- Data Structures & Algorithms
- Heroku, Git , Github Pages
- AWS Cloud
- Full Stack Engineer - MERN
- Application installations
- Technical application support
Timeline
Operations Engineer & 3rd Level Support Specialist
Extreme Reach Inc
06.2007 - 03.2014
1st Shift Team Lead
Extreme Reach Inc
02.2007 - 06.2007
Syndication Support
Extreme Reach Inc
04.2005 - Current
Operations Specialist Level
Extreme Reach Inc, Formerly Pathfire Inc
04.2005 - 02.2007
Technical Consultant/Help Desk Support
APEX/Pathfire
03.2004 - 04.2005
NOC/COMM Microsoft Server Administrator
INTERLAND
01.2002 - 03.2003
Graduate of Academic Study
Georgia Institute of Technology
Full Stack Coding Bootcamp Certification
RAF Lakenheath High School
High School Diploma