Madison, Wisconsin, United States
Have been working in the IT field since 1997 doing a variety of computer support and troubleshooting functions on personal computers, cell phones/smart phones, network, web and mainframe systems. Prior to that I worked for Unemployment Insurance with the State of Wisconsin for 10 years starting in 1987. Specialties: Network Monitoring and Troubleshooting. Cisco Routers and Switches, HP OpenView Suite of Products, IT Service Management and Support, IT Service Desk, What's Up Gold (WUG).
Enterprise Service Desk \ Enterprise Monitoring Perform network and server monitoring using Whats Up Gold (WUG) 2019. Add and remove network devices from monitoring, set up alerting thresholds and network dependencies. Assist in setting up customer dashboards to monitor Memory, CPU, Disk Utilization, Packet Loss etc. Previous monitoring programs worked with include WUG 2018, WUG 2017 and WUG Version 16, HP OpenView Internet Services (OVIS) Version 6.2 and HP OpenView Operation for Windows Version 7.5. HP OpenView Operations Manager for Windows 8.1, HP Network Node Manager 7.51, 7.53 and NNM 9, HP Performance Manager Versions 5.0 and 6.0, HP Reporter Versions 3.6, 3.7 and 3.8, HP OpenView Internet Services (OVIS) Versions 6.0, 6.1. and various others. Installed OpenView Agent and OpenView Performance Manager Software on HPUX, AIX, Linux and Windows. Worked with Norlight, KDL Badgernet, Solarwinds, Vital Net, AT&T Badgernet and LWV Net tools websites to obtain network information. Worked with various ISP's and vendors on network related outages. Created process and procedures to streamline monitoring. Work with scripts for alerting and scheduled tasks policies as well as system maintenance, troubleshooting and debugging. Work with HP UCMDB and HP Asset Manager Created 100's of custom policies to monitor servers using HP OpenView Operations for Windows. Generated 100's of custom reports for customers using HP OpenView Performance Manager. Take calls and respond to emails for pc and password issues for the Enterprise Service Desk, DOA Help Desk, Wisconsin Help Desk , Web Access Management System (WAMS) and Wisconsin Logon Management System (WILMS) users. Tickets are entered in Cherwell 5.10. Calls are answered in Contact Center Anywhere. Help with training new staff on a daily basis and work as a backup for Mainframe Operations performing escort duties using CCURE to make sure strict federal security procedures are followed at all times.
Functioned as a specialist for problem analysis on mainframe, PC, LAN and WAN hardware/software Provided comprehensive support to internal and external customers of the DWD teleprocessing network and independently resolve conflicts and problems Supported the LAN/WAN network operating system environment Did advanced troubleshooting of WAN Communication issues by working with Routers, Switches, Cisco Access Servers, Thin Client and VPN software Trained staff within the Service Desk Provided specialized support for Internal (DWD)/External (Tribes, counties, citizens, HFS and other state agencies) network customers in the installation and initial testing of PC or LAN/WAN equipment or in changes to existing equipment configurations
Worked with Unemployment Combined Wage claims Answered main phone line for employees and employer inquiries regarding Unemployment claims Acted as lead worker for 15 staff Trained staff