Description of work:

IceTech Provide support for the network operations center (NOC), Server administration, monitor server activity, Web traffic, and network performance.  Responsible for the network and helpdesk support for 9 locations in Baltimore City area.

Total Health Care (THC) employees have immediate access to qualified, knowledgeable IT Help Desk support during business hours and use the Help Desk to help resolve all technical questions and problems. Icetech Provided Level 1. 2 and 3 Help Desk Support using Microsoft certified Engineers MCP, MCEs, and Cisco technicians.

IceTech Customer Service Call center provide IT help desk engineers available from the hours of 8:00 AM through 6:00 PM, Monday through Friday.
Work performed:
•           Streamline the data center and business process, implement new technologies and reduce costs
•           Security and network Assessment, Configured Switches with VLAN’s, STP, VTP and Port Security.
•           Cable and Data center design and wireless Cisco installation thru out WAN campus
•           Gap Analysis on Organizational process, budget, growth trajectory and business requirements
•           Implemented Network Address Translation using Static NAT, Dynamic NAT, and Sub netting
•           Troubleshooting Exchange and DNS issues, writing SOP on the fixes
•           Implemented VMware Virtualization infrastructure, setting up HOST, Vcenter, Vmotion, Server Consolidation, cloud computing by virtualizing, pooling, and automating all datacenter resources—servers, storage, networking, security and Desktop virtualization
•           Implementing Site COOP automated recovery plan using VmWare vCenter Site Recovery Manager
•           Setup site-to-site VPN’s and Zone based Firewalls.
•           WiFi Companywide site design plan and Implementation for CISCO POE, including Heat mapping, switch configuration
•           Network Trouble shooting and SOP policy
•           Configured Frame-relay and PPP encapsulation in various configurations and authentications
•           Configured RIP, EIGRP, OSPF, BGP, MPLS and QoS routing protocols in complex network environments with summarized networks, passive interfaces, load balancing/load sharing, and authentication.
•           Program Manage to a team of professionals responsible for the day-to-day administration, maintenance and support of various technologies in a large enterprise LAN.
•           Professional responsibilities included, but were not limited to, onsite support, asset inventory, change management, project management, documentation, scheduling as needed reports to management, and following corporate policies and procedures.
•           Reviewing and oversight of budgets and technology bills to reduce cost by stream-lining the process
•           General technical responsibilities included, but were not limited to, troubleshooting issues on the enterprise LAN, hardware/software resolution, supporting 9 client sites with over 900 end users, and deploying new workstations to existing and new employees.
•           Special projects included being the Lead for the company’s WAN modernization project
a.         Network Operations Center (NOC) (CISCO CCNA and CCNP engineers)
b.         Server and Storage Operations (SAN Engineer)
c.         Network & Internet Services (MCSE Engineer)
d.         Communications Services (Incudes CISCO Voice Engineer)
e,         Call Center and Help Desk (Includes MCP, MCE, MAC, Cisco, CISSP, and CompTIA A+ Technicians)
.           Providing minimal support as required for externally hosted servers for which the client responsible for the equipment, operating system, and patching
2.         Supporting application developers and DBAs in all environments (e.g., Development, Staging, Testing, Enterprise Test Lab, and Production).
3.         Providing 24 x 7 x 365 monitoring and event management
4.         Conducting hardware and operating system maintenance 
6.         Performing transition management from build to release including documentation and monitoring design/testing/implementation/control
7.         Providing documentation formulation, maintenance, and control;
8.         Creating and maintaining operational standard operational procedures (SOPs) and process flows
9.         Providing security vulnerability management
10.       Performing patch management
11.       Backing up, restoring and testing data
12.       Performing configuration management 
13.       Managing backups
15.       Provisioning access rights  
16.       Performing storage provisioning and management;
17.       Configuring network-attached laser print queues
18.       Configuring and installing new servers, printers, laptops and workstation
19.       Providing incident management
20.       Supporting remote site servers, telecommunications, and network equipment
21.       Support the Athena Health care systems
22.       Complying with FISM, HIPPA and other regulations