Profiles from Search

Profile photo

Nathan K.

3rd

Previous positions

  • Incident and Problem Management Engineer at PlayStation
  • NOC Administrator at PlayStation Network

Education

City University of New York, Bachelor of Science – BS, Information Systems

131

Background

Summary

Mission critical roles in Network Operations, Incident Management, Problem Management, IT Operations, and Service desk for the last 5 years.

Experience

  • Software Systems Engineer

    PlayStation

    October 2018 – Present(1 year)San Francisco Bay Area

    • Provide support for the Sony Network Entertainment Platform. • Investigate, troubleshoot, and triage complex production software/application/service issues and misuse. • Identify and escalate issues or root causes of systemic issues; lead, facilitate or participate in prompt resolution. • Understand and take responsibilities for all operational workflows and standard operating procedures, down to a granular, detailed level. • Create/maintain comprehensive support and process documentation. • Interface with international Sony groups and external parties to provide application support. • Fulfill business support service requests (troubleshooting, log reviews, etc.). • Systems, applications, and performance monitoring. • Utility/tools development to improve support processes.

  • Incident and Problem Management Engineer

    PlayStation

    October 2017 – October 2018(1 year)San Diego, California

    Provided proactive monitoring & situational awareness throughout the organization including rapid response, escalation and communications for both customer impacting incidents and leading indicators of system distress. Drive problem investigation for root cause, once an incident has been resolved or prevented, by working with internal/external teams for remedial/preventive actions to ensure the incident will not reoccur.

  • NOC Administrator

    PlayStation Network

    August 2016 – October 2017(1 year 2 months)San Diego, California

    Provided 24x7x365 operational and administrative support of the Sony Network Platform and to manage all inbound and outbound support requests related to the network and office infrastructure while working with internal and external teams to drive and coordinate issues to resolution. Monitor systems, applications including high and low level network wide performance monitoring Investigate, troubleshoot, and triage production and non-production software/application/service/network issues including DNS, SMTP and NIS Create and maintain support and run book documentation Interface with Sony groups and external parties to provide them business support Fulfill business support service requests by troubleshooting, understanding configuration changes and reviewing logs Utility and tools development to improve support processes Act of single point of information exchange between groups

  • Network Operations

    Iridium

    August 2013 – August 2016(3 years)Tempe, Arizona

    Responsible for monitoring the Iridium Gateways and remote site in a 24x7x365 environment. Monitored all aspects of the Iridium Ground Network via monitoring and alarm management tools. Troubleshooted and maintained network, hardware, software, telecom equipment, etc in the data center.

  • Lead Repair Technician

    CPR – Cell Phone Repair

    February 2013 – August 2013(6 months)

    Repaired all types of electronic equipment including Cell Phones, Laptops, PCs, Gaming Consoles, Tablets, Etc.

  • Repaired/Refurbished Laptop and Desktop PCs

Education

Languages

  • English

Skills & Expertise

  • Telecommunications
  • Leadership
  • Computer Repair
  • Laptops
  • Software Installation
  • Servers
  • Microsoft Office
  • Customer Service
  • Linux
  • Computer Network Operations
  • Windows XP
  • Troubleshooting
  • Technical Support
  • Windows 7
  • Networking
  • System Administration
  • Microsoft Word
  • Computer Hardware
  • Hardware
  • Operating Systems
  • Network Administration
  • Windows

Certifications

  • Science Logic EM7 Certified Expert

    ScienceLogic, License

    July 2015

  • ITIL Foundations

    PEOPLECERT, License

    November 2017

  • ScienceLogic Certified Professional

    ScienceLogic, License

    November 2014

Volunteer Experience & Causes

  • Camp Counselor – East Valley JCC

    East Valley JCC

    Present

Causes Nathan cares about:

  • Civil Rights and Social Action
  • Economic Empowerment
  • Education
  • Human Rights
  • Politics
  • Science and Technology