SUMMARY:

• Network Engineer and LAN/WAN Administrator with over 15 years of experience supporting clients in highly regulated industries.
• Expert in root cause analysis with the unique ability to quickly and accurately resolve a broad range of customer issues while maintaining consistent network performance.
• Extensive domain expertise in high demand Financial Service, Banking, and Government E911 environments which require 99.9% uptime.
• Skilled leader and mentor comfortable managing teams supporting enterprise systems in diverse LAN, WAN, Telecommunications and IT Enterprises.
• Proven ability to take on large project initiatives and create processes and procedures that optimize the delivery of services that meet or exceed SLA requirements.
• Heavily invested in personal and with a Cisco CCNP, CCDA

AREAS OF EXPERTISE:

• Level 2 and 3 support
• WAN/LAN/Network Infrastructure
• Process Improvements/Internal Audits
• Enterprise Systems
• Software Installation and Deployment
• Expert Customer Communications
• Root Cause Analysis
• Leadership
• SLA Performance Management
• Financial Services/Banking
• Problem Resolution
• Systems Administration
• Telecommunications
• Business Continuity
• Disaster Recovery

PROFESSIONAL EXPERIENCE:

Confidential

Lead Engineer Specialist

Responsibilities:

• Duties include major incident management
• Make technology easily understandable for end users
• Document, track, and provide regular status updates
• Provide consistent and concise communication with the Customer
• Assist with Incident managers on key accounts, work with NOC to understand client requirements.
• Assist management in developing and refining implementation processes and documentation.
• Ability to prioritize multiple assignments concurrently with minimal direction in a dynamic work environment.
• Willingness to work flexible and/or extended hours to complete project tasks or serve clients in other time zones.
• Excellent oral and written communication, organization, and presentation skills with customer centric approach.
• Exceptional analytical and problem solving skills; with the ability to present a plan, building confidence and trust with clients, while presenting solutions and quickly resolving issues.

Confidential

NETWORK ENGINEER

Responsibilities:

• Act as technical leader for the network operations center team and as a SME (Subject Matter Expert) on network and customer related issues
• Track major service outages and other service affecting activities. Advise inter - department groups of occurrences and ensure progress towards resolution. Perform case management function on outages as required.
• Handle internal/external customer escalations via phone, tickets or email and escalate further any customer-related issues to the appropriate group or manager as necessary.
• Assist with monitoring, overflow phone queue calls, and creating and handling repair tickets or service orders for customers as needed.
• Provide technical information or direction for less experienced employees as assigned.
• Analyze current network support processes and update as needed and/or refer priority issues to management.
• Special projects and other duties as assigned.

Confidential, NC

Network Admin

Responsibilities:

• Selected by management to replace the Confidential & Confidential Project Manager for a large Telco customer’s transition to Confidential & Confidential as the service provider that included skillfully coordinating the deployment of technical resources, insuring proper configuration of switches, T1’s and routers, and accurately maintaining multiple site specific equipment configurations.
• Successfully maintained a full schedule of Enterprise Break/Fix responsibilities.

Confidential

Network Engineer

Responsibilities:

• Proven track record of providing exceptional service for Fortune 500 financial customers including Citi, Confidential, Confidential and Chrysler.
• Successfully led a team of 12 employees to ensure optimal productivity for mission critical Financial Institution networks that required 99.9% up time.
• Versatile SME with the ability to apply advanced root cause analysis skills to resolve Network Administration, LAN, and telecommunications infrastructure issues.
• Contributed to the development and implementation of standards, processes, and procedures to deliver high quality and consistent support.
• Recommended methodologies that continuously improve first call resolution which fosters strong customer perception and client relationships.
• Provided leadership in maintaining service level standards that contributed to the effectiveness of Enterprise Security, Disaster Recovery, and Business Continuity planning.
• Senior member of the Level 3 support team that identifies and isolates problems, troubleshoots issues from the physical layer, configures router and switch configurations, and performs physical repair when required to meet SLAs.
• Received OVATION for Confidential leadership for maintaining the highest degree of operational efficiency.
• Minimize network downtime by skillful proactive monitoring and troubleshooting of Enterprise environments.
• Expert Confidential coordinating daily operations including ticket management, documentation, WAN & VOIP device and service management, circuit testing, and dispatch coordination.
• Responsible for controlling escalation procedures to ensure that all existing SLAs were met.
• Strong telecommunications background facilitated isolating and resolving frame relay, ATM, point to point, VBNS, TLS, CPA, VOIP and MPLS circuit issues from DS0 up to OC.
• Extensive experience as a NOC Engineer providing WAN support for the Commonwealth of Pennsylvania, United States Coast Guard, E911, and various government agencies.
• Ability to identity the appropriate tool and initiate corrective action using various Confidential proprietary applications including ITS, ESP, ETMS, SNM, and Gen-e.
• Trained new team members on protocol, tools, and customer service best practices.

Confidential, Cary, NC

Data Support Professional

Responsibilities:

• Exceptional performance resulted in promotion to D Confidential Support Professional to assist with non-managed customers for Physical layer I & II testing of T1’s, fractional T1’s, Multilink and DS0 circuits.
• Recognized by management for the ability to isolate customer issues and resolve the majority of tickets within 3.5 hours.
• Partnered with local telephone companies nationwide for outage resolution, local network testing and dispatch isolation while supporting multiple customer network platforms such as ATM, Frame Relay and point to point circuits.
• Customer focus resulted in building client rapport and confidence in the company service.
• Contributed to the effectiveness of automated document flow by tracking escalation within Confidential management and within the local provider’s management chain.
• Extensive experience with premium tools, applications and systems including Remedy, Electronic Ticket Management Systems, SharePoint, Putty, Citrix and Convergence Phone Systems.