SUMMARY:

• Strong Communication, IT, Quality & Customer Service skills Network Engineer - NOC IT Service Desk Quality Assurance Manager KCS Trainer and Coach IT Service Desk Trainer Fifteen+ years of extensive hands-on System Admin/Network Engineering Team Player who also works well, independently
• System Administrator
• Storage Backup and Recovery Administrator
• Installation and maintenance of network hardware and software; telecommunications admin, support and maintenance; inventory and configuration management and security compliance initiatives
• Networking; monitoring/maintaining various networks, including LAN, MAN & WAN
• Incident Management
• Generated Daily National Network & Application Health Report generation with high level national distribution
• Provided backup for Desktop Operations Group Manager, in absence.
• New customer point-to-point, frame-relay, SMDS, and ATM circuit turn up, as required.
• Opened trouble tickets and interfaced with telecommunications providers to resolve issues on both new and existing circuits
• Hands-on experience in providing backup to applications such as Exchange and Microsoft SQL
• Proficient in providing technical and operational support
• Maintained backup and disaster recovery plans
• Contributed to and assisted within teams tasked to provide integration, installation, maintenance, documentation and deployment services
• Successfully implemented a program that standardized and created an all-inclusive ticketing audit program
• Wrote and implemented in-house training & audit plans/presentations for Service Desk personnel, on both Incident Management Quality & Customer Service methodologies
• Wrote and implemented in-house training & audit plans/presentations for Service Desk personnel, on both Incident Management Quality & Customer Service methodologies
• Technical writing, including process documentation and SOP creation

TECHNICAL EXPERTISE:

Hardware Quantum DXi6500, DXi6700, DX5000, M2500, Scalar i80; Intel-based, Dell, Micron, IBM, Sony, and Fujitsu desktops and laptops; Compaq and Dell servers; Ethernet/FastEthernet/Gigabit Ethernet NICs; Cisco Catalyst 4000/6000 routers switches; Hewlett Packard, Tektronix, and Canon laser/color printers; Software Acquire; ActiveSync 3.x; ; CETS; Cisco Systems VPN Client; CiscoWorks; Citrix Metaframe client; CMIS; Cold Fusion; CyberDocs; Dreamweaver; DRS; EasySync Pro 4.x; FTI Remote Access Connection; Internet Explore 6; IPPS; IRMIS; Lotus Notes 6.51, Lotus Notes 8.5; Microsoft Front Page, Microsoft Office 2000 Professional, Microsoft Office 2003 Professional (beta test), Microsoft Project, Microsoft Project 2000, Microsoft Excel, Microsoft SMS, Microsoft Visio, Microsoft Windows 2000, 2007 and Microsoft Windows XP; MOM; MS Sharepoint; NetSoft NS Elite; Norton Ghost; OAG; OASIS 3.x; OPSS; eFSAS, Oracle 8.x; Palm Operating System 4.x, 5.x; PBViews 4.x; Pocket PC Operating System 2002, 2003; SofToken; SPAS; SQL Server 6.x/7.x/2000; Summit Aviation; TCP/IP; Track-It 6.x; Travel Manager 8.0; What’s Up Gold, Symantec Backup Exec 12.5, 2012; Remedy; Microsoft Outlook; Service Now; Microsoft Windows 2000/XP/7; Microsoft Windows Server 2003/2008 ; Windows Server 2008 R2; Remote Desktop Services (RDS); Avamar; Service Now; Avaya; Cherwell

WORK EXPERIENCE:

Confidential

IT Service Desk Quality Assurance Mgr. & Training Specialist

Responsibilities:

• Develop and implement KCS training & coaching for Service Desk technicians
• Identify training needs and organize training interventions to meet quality standards
• Write and implement training plans/presentations for service desk personnel, for onboarding of new Tier 1 technicians, including incident documentation, call quality standards & KCS methodologies.
• Document quality assurance policies and procedures
• Create & maintain Training & Quality Assurance SOPs
• Interpret and implement quality standards
• Devise sampling procedures for capturing and reporting quality data, for random auditing
• Monitor Help Desk technicians calls & inspected tickets to ensure quality
• Investigate customer complaints and non - conformance issues
• Document, report and followed-up on customer survey data, create weekly/monthly deliverables, trending reports, etc.
• Collect and compile statistical data, which includes SLA, survey and quality data (talk times, speed to answer, etc.)
• Analyze data to identify areas for improvement
• Develop and recommend corrective and preventive actions

Confidential

IT Service Desk Quality Assurance Mgr.

Responsibilities:

• Documented quality assurance policies and procedures
• Created current Quality Assurance SOPs
• Interpreted and implemented quality standards
• Devised sampling procedures for capturing and reporting quality data, for random auditing
• Monitored technicians and inspected tickets to ensure quality
• Investigated customer complaints and non - conformance issues
• Documented, reported and followed-up on customer survey data, created weekly/monthly deliverables, trending reports, etc.
• Created and delivered monthly SLA Reporting to Federal customer
• Collected and compiled statistical data, which includes SLA, survey and quality data
• Analyzed data to identify areas for improvement
• Developed and recommended corrective and preventive actions
• Identified training needs and organized training interventions to meet quality standards
• Wrote and implemented training plans/presentations for service desk personnel, on both incident documentation & customer service quality methodologies.

Confidential

Network Engineer - Tier 3 & Network Team Lead/System Admin/Quality Assurance Analyst

Responsibilities:

• Responsible for all duties and tasks of my previously - held Network Engineering position, at the Confidential
• Provided network support: configuring/migrating/maintaining What s Up Gold, monitor network health
• Created daily network reporting with high level national distribution
• Managed Remedy ticket queue; opening, assigning, reviewing and working tickets.
• Switch configuration & maintenance; set up, installations, configuration, configuration changes (change requests); Cisco Catalyst switches (2960s, 3750s, 4500s, 6500s) and Cisco IOS upgrades
• Server administration; operation, administration and maintenance of all production systems including installation of server hardware and software, Microsoft Windows Server 2003/2008, Windows Server 2008 R2
• Created and implemented scripts as required to improve systems and operational performance
• Responsible for all facets of backup solution; monitored backup jobs, executed restore jobs, troubleshot failed jobs and initiate corrective actions (Quantum Scalar Tape Library DXi6500, DXi6700, DX5000, M2500, Scalar i80, Symantec Backup Exec 12.5, 2012, NetBackup)
• Active Directory and Group Policy: account creations/deletions, permission s management, account cleanup
• Managed print servers, including set up and creation of naming conventions and related IP addressing plan and implementation
• Configured and managed Dell PowerVault SAN system
• Identified Tier 2 training needs and provided training interventions to meet quality standards
• Supervised, both permanent and temporary personnel
• Wrote and implemented training plans for Tier 2 service desk personnel, including incident documentation, new process/migration/tech refresh/upgrade/equipment training & customer service quality standards & methodologies
• Participated in special projects, maintenance activities and perform other duties as directed by management

Confidential

Network Engineer

Responsibilities:

• Responsible for all facets of backup solution including but not limited to all backup/restore activities; (Quantum DX5000, M2500, Symantec Backup Exec)
• Active Directory and Group Policy; account creations/deletions, password resets, permission s management, account cleanup and print server mgmt..
• Provided network support: configuring/migrating/maintaining What s Up Gold, monitor network health
• Created daily network reporting with high level national distribution
• Managed Remedy ticket queue; opening, assigning, reviewing and working tickets
• Responsible for opening trouble tickets, in Remedy
• Switch configuration & maintenance; set up/installations, configuration, configuration changes (change requests), troubleshooting Cisco Catalyst switches
• Planned and performed network engineering research, design, development and other assignments to provide network availability and optimal performance for the Aviation Safety (AVS) user community of more than 1000 individuals located in five discrete buildings in the metropolitan DC area
• Responsible for network administration and backup/restore activities; installation and maintenance of network hardware and software; telecommunications administration, support & maintenance; inventory and configuration management; security compliance initiatives.
• Participated in special projects, maintenance activities and perform other duties as directed by management
• Siemens Gov't Services 2002 - 2004
• Network Engineer - Bureau of Customs and Immigration Enforcement (BICE) & Dept. of Homeland Security (DHS)
• Participated in Primary NOC responsibilities of fault and configuration management of the data network.
• Interfaced with telcos and vendors to resolve WAN, MAN & LAN network issues.
• Switch port activations and configuration changes (change requests)
• Configured and maintained Cisco routers and switches, Cisco IOS upgrades
• Performed maintenance and ensured reliable operation of network hardware, software circuits and accesses to facilities nationwide
• Installed, upgraded, configured and performed troubleshooting on Cisco series routers, as well as Catalyst switches
• Planned, coordinated, and implemented schedules, IP addressing, and circuit orders to deploy network circuits from 56k, T1 point-to-point circuit to T3 frame-relay circuits
• Participated in NOC relocation from Confidential, Washington, DC to Colorado, including site set up and technical training

Confidential

Network Engineer

Responsibilities:

• Participated in primary NOC responsibilities of fault and configuration management of the data network
• Identified and corrected LAN/WAN hardware, software, and circuit problems
• Experienced in maintaining the overall health of the data center operation and network by following and executing operational monitoring, troubleshooting and restoral procedures
• Configuration Management responsibilities included configuring and maintaining Cisco devices including 7500, 7200, 7000, 4000, 3600, and 2500 Series routers; 6500, 5500, 5000, 3500, and 2900 Series switches; and Cisco IOS upgrades, configuration change requests, and new implementations.
• Advanced Management/ Confidential 1996 - 2002
• Network Engineer/Third Shift NOC Supervisor - Federal Deposit Insurance Corporation ( Confidential )
• Provided network support.
• Fault management was primarily monitored by HP OpenView 6.1 & What s Up. Configured/migrated/maintained HP OpenView, including configuring alarm categories; configuring and maintaining maps; maintaining DNS; and maintaining ProComm Plus 3.0 on NT workstations.
• Planned, coordinated, and implemented schedules, IP addressing, and circuit orders to deploy network circuits from 56k, T1 point-to-point circuit to T3 frame-relay circuits.
• Planned and engineered activities, which included designing configurations and supporting all technical issues on hardware and software engineering.
• Responsibilities included configuring and maintaining Cisco devices including 7500, 7200, 7000, 4000, 3600, 2500 Series routers; 6500, 5500, 5000, 3500, 2900 Series switches; Cisco IOS upgrades, password changes
• Responsible for configuration change requests and new implementations; and the conversion from fully meshed Frame-Relay network to ATM WAN network to support Voice-over IP (VoIP).