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Flintop Jones

20114 Falcon Ridge #112 Patterson, SA 73511

(320) 420-3022

Flintop.jones88@gmail.com

PROFILE	NOC Engineer/System Admin looking to put knowledge and experience to work for a reputable company.  Has worked with a wide array of systems, with experience in application, hardware, and network support.

WORK HISTORY
November 2011 - Present August 2010 - November 2011 November 2009 – August 2010 April 2008 – November 2009	Operations Center Staff Temp Agency Name: Clovis Assigned to: FINRA Rockville, MD Responsibilities: • Provide support and assistance for primary and secondary level troubleshooting. • Work/Liase with other facets of IT including Engineering/Development. • Maintain and manage a working knowledge of proprietary applications and systems. • Engage in active network, server, and application monitoring to ensure high availability at all times. • Troubleshoot Network and proprietary IT applications. • Administer the Client base & portfolio from a Technical perspective. •Maintain communications channels with internal management, IT departments, and external vendors. •Function as a “catch-all” for any technical issues during a large scale technology integration. •Operate in an ITIL and ISO:9000 framework. Initiatives: • Developed and populated internal knowledgebase to organize and unify practices and procedures. • Supported CA Autosys workload automation in addition to standard Operations Center responsibilities. • Using shell, developed an application to automate testing and reporting on the SFTP, IFT(A web browser based protocol), and FTP transactions taking place against the FINRA application OATS.  Prior to this the OC was manually testing these interfaces every hour. Network Operations Center Engineer/Jr. Systems Administrator Network Solutions, LLC Herndon, VA Responsibilities: • Monitor system performance, capacity, and availability to meet operational requirements  • Work in various third parties (Customers, Developers, System Administrators, and Vendors) to resolve issues. • Support applications across Linux/windows platforms.  This required practical experience to quickly resolve production issues. • Support an enterprise level network infrastructure.  This includes configuration of load balancers, monitoring routers and circuits, and responding to any network incidents impacting a multi-site global operation.  Network consisted of technology from various vendors including Cisco and F5. • Work with various ticketing systems (Siebel, Numara Footprings, Atlassian Jira) to track and resolve issues throughout a tech enterprise. • Perform all functions necessary to maintain server functionality. Initiatives: • Developed monitoring scripting to ensure proper PHP functionality. • Worked as the primary POC for domain registries. Achievements: • Awarded internal recognition for handling issues with a creative, effective approach. Tier 3 - Technical Services Specialist Network Solutions, LLC Drums, PA Responsibilities: • Resolve service requests escalated from Tier 1 and Tier 2 representatives, as well as those escalated directly from customers.  Service Requests range in technical depth and difficulty, from basic systems navigation to in depth server configuration.  • Interact with customers in a live chat scenario, as well as moderating a support forum. • Act as interim supervisor for the entire department during situations in which the supervisors/managers are unavailable. •Manage all responsibilities effectively while maintaining a Service Level Agreement of up to 24 business hours.  Multitasking and time budgeting skills used heavily. Initiatives: • Served as a Tier 2 Technical Support training facilitator.  Managed to maintain all existing job responsibilities while leading a group of newly hired representatives.  • Played an important role in identifying, reporting, and resolving issues related to server hacks.  Worked with engineering to provide a fast resolution for customers affected by malware. Achievements: • Successfully aided programming, development, and maintenance of the Technical Services dashboard.  This provides near real time reporting and analytical tools for Service requests.  With this tool Tech services can better identify issues, minimize service request spikes, and provide near instant feedback to Network Operations on server issues. • Often leads team in work completed.  I have never settled for less than my goal, and often times I have far exceeded it.  I have achieved 300% days, on multiple occasions, leading to a lighter workload for my team and an overall better experience for customers. • Worked on Holidays, as well as worked large amounts of overtime to ensure that all queues have been brought to SLA. Tier 2 - Technical Support Specialist Network Solutions, LLC Drums, PA Responsibilities: • Provide Second Level Support for all DNS Inquiries, including managing all zone file records, as well as maintaining proper domain name server association. • Provide Second Level Support for all FTP Inquiries, including configuring various client software (FileZilla, Fetch, Ipswich etc), as well as helping to establish a SFTP connection through SSH2. • Provide Second Level Support for all SQL Inquiries, including MySQL on Unix environments through phpMyAdmin, as well as MS ACCESS and MS SQL Databases built on the windows architecture. • Provide Second Level Support for all coding issues, including html, php, asp, .NET, and JavaScript. • Maintain Customer (Internal & External) Satisfaction by providing a premier level of technical support in all situations. • Maintain a sales goal. Initiatives: • Pioneered and assisted in the development and successful deployment of Virtual applications in order to streamline the troubleshooting steps for other Technical Support Specialist. • Acted as a mentor for new hires as well as employees not performing at the prescribed goals. • Acted as an intermediate between Management and Customers, as well as an intermediate between engineering and Customers. • Met and exceeded all goals set by at least 250%. • Utilized my ‘Subject Matter Expert’ training in order to perform the function of acting supervisor while the supervisors attended meetings and could not be there to receive calls. • Met and exceeded all goals set by at least 250%. Achievements: • On many occasions awarded title of "Top Inbound Specialist" for all goals set.  This includes efficiency, quality, and revenue generation. •  Achieved 500% revenue goals at various points in my career, generating over $500,000 in revenue for Network Solutions. • Developed internal applications through web development to increase efficiency of all specialists.
June 2006	Web Designer Child Safety Inc. http://childsafetyinc.com/ • Sole employee used to create and maintain http://childsafetyinc.com/ • Rewrite SWF header to redirect traffic to appropriate locations. • Interpret and Modify purchased template used on site. • Organize an FTP Server to host all necessary files.

EDUCATION
Aug 2007– Present	Pennsylvania State University Hazleton, PA GPA: 3.1 21 Credits Earned Working towards a degree in IT Services. Luzerne County Community College Nanticoke, PA GPA: 3.4 20 Credits Earned Working towards a degree in Cyber Security Management.
Aug 2003 – May 2007	Bishop Hafey High School Hazleton, PA GPA: 3.1https://docs.google.com/uc?id=1fFxOPJBgXH8TpDwBL3gPptSjr4WiE0aA&export=download High School Diploma Earned Head of School Networking, responsibilities included maintaining both the physical and computerized aspects of a network throughout entire school, as well as providing training for younger students to continue work after I graduated President of Computer Club

SKILLS
	• Well Versed in C++, HTML, and PHP, as well as writing basic Java code.
	• Proficient in Power Point, Excel, Word, Sharepoint/Frontpage, Adobe Photoshop, Adobe Dreamweaver, and Adobe Flash.  This includes the latest versions of all software(Office 2007, and Adobe CS4) • Comfortable managing SQL Databases as well as Access Databases.
	• Type 80 WPM
	• Proficient with most FTP clients. • Can manage IIS Servers as well as Linux Servers. • Familiar with all processes regarding SSL installation. • Linux and Windows user.
	• German as a second language.

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