SUMMARY:

• Multifaceted technical career with extensive track record of innovation and success
• Solutions - oriented, IT Professional with extensive hands-on experience in network and system analysis, maintenance, administration, troubleshooting, training and technical support.
• In-depth knowledge of communications and network technologies, architectures, and platforms, with the ability to apply them to the strategic benefit of organizations.
• Proven ability to successfully support, optimize, and maintain network functionality performance, and recoverability in mission-critical environments.
• Adept at working in management role to prioritize activities and achieve defined objectives; able to effectively translate operational requirements into technical solutions.
• Fluent in American Sign Language
• Network Administration / Systems Analysis / Information Systems Management
• Technical Support / Problem Resolution / Personnel-Office Management

TECHNICAL PROFICIENCIES:

Platforms: Windows XP/NT/2000, Linux, Cisco, Ex,change, UNIX RedHat 7.0, Cisco VTC platforms, Polycom UC platforms, Mediasite, Motion 5, Final Cut Pro, Pro tools, Logic Pro, Share Point, Windows 8, Mac OSX

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore

Network Systems Engineer

Responsibilities:

• Manage small to medium sized projects and program components (protocol analysis, address space engineering, migration to new systems, scheduling, installations, product research, etc.) by following established guidelines/objectives to deliver service to customers.
• Responsible for network planning, network infrastructure design and engineering by meeting with network team to discuss plans and alternatives of possible solutions.
• Develop project-planning documents by using established departmental guidelines to deliver successful projects.
• Produces written reports (e.g., status reports, research results, project plans) by using standard tools to document analysis of a network infrastructure or system.
• Provide presentations on ideas, designs, plans, and/or solutions by using standard presentation tools to communicate to a variety of audiences.
• Install and configure small to medium size networks, including implementation and verification of connections to remote sites in a WAN by using established procedures and tools to deliver quality products to customers.
• Implement changes by adhering to the change management policies and procedures for any given project.
• Communicate to all parties the nature, significance, and risk factors of the solution.
• With minimal guidance and/or oversight, install, configure, and interpret results of network analyzers.

Confidential

Responsibilities:

• Maintain medium size route and switched networks (0-10,000 nodes), including verification of connections to remote sites in a WAN by following documentation provided for the solution to ensure a stable network
• Coordinate and solve network issues that have been escalated from tier-1 personnel (Network Engineer, or Network Technician), inclusive of setting up network analyzers and interpreting results, by using standard network analysis tools to provide a successful solution to the problem.
• Troubleshoot medium size route and switched networks, including verification of connections to remote sites in a WAN, by using standard network analysis tools to provide successful solutions to the customers.
• Analyze and determine root cause of problems by reviewing hardware vs software, hardware vs firmware, software vs operating system, network vs applications/systems, and patterned vs non-repeatable issues to deliver solution to the problem.

Confidential

Responsibilities:

• Collaborate with school, campus, or Enterprise-wide peers on assignments.
• May mentor other staff positions such as Network Engineers, or Network Provide primary AV (audio visual) support for Confidential events and external customers for all Confidential controlled rooms.
• Utilize creative and technical knowledge to research and secure quotes for equipment needs.
• Provide consultative services for students, faculty and staff on the use of multimedia equipment and resources.
• Maintain relationships with customers.
• Accurately interpret, complete and invoice for services.
• Perform technical set-up and operate multimedia hardware and software.
• Support live and pre-recorded productions for web casts.

Confidential

Responsibilities:

• Promote and provide multimedia services and support for all facets of operations, including classes, conferences, public events, and general office operations. Includes: audiovisual, digital media, web cast and video conferencing.
• Maintain inventory of all multimedia equipment.
• Create reports as needed.
• Provide recommendation on new multimedia equipment and software.
• Provide feedback on multimedia service demands and customer service concerns to ensure demand and service options are meeting needs and appropriate resources are available.
• Recommend basic office purchases and regular recurring supplies.
• Provide Tier3 UC VTC support using knowledge of Polycom, Cisco, Adtran IMUXes, ISDN PRI/BRI, Serial cables, KIV7 IMUX, Extron Matrix switches and AV cables.
• Utilize experiences and skills for network, security, and video engineering to provide SA support for VTC infrastructure and work with IA team & vendor supports team to get patches for vulnerability fixes testing.
• Document system documents, network diagrams, test plans, CONOPs, procedures, SOPs, and TTPs for system changes.
• Test and evaluate latest video technology and video/audio conferencing technologies in lab environment.

Confidential, Baltimore

Computer Systems Administrator

Responsibilities:

• Monitor and maintain IT systems planning disaster preparedness, patching and testing.
• Assist in the planning, testing and implementation of new appliances and visually document the system set up.
• Create and maintain system documentation and intranet sites making sure they are up to date and thorough.
• Research and document any software products to support recommendations and support purchasing budgets.
• Provide tier II support and troubleshooting for business applications and hardware errors.
• Define business requirements as per company and customer guidelines.
• Review and analyze the existing systems and develop strategies for improving their usage.
• Provide orientation and training to end users and customers regarding their modified systems.
• Create interfaces between IT systems.
• Develop system-reporting capabilities and assist in programming assignments and fine-tuning.

Confidential

Network Monitoring Systems Administrator

Responsibilities:

• Monitor and support network on a 24x7x365 basis.
• Directly responsible for the reporting of critical server and network device information to the customer and management daily.
• Remote access of network devices to report, troubleshoot update, and make any changes to improve and ensure network use.
• Implemented any solutions directly working with network engineers; create, track, update, and resolve tickets using Remedy ticketing system.
• Providing essential Tier 1, 2 phone support to over 10,000 users.
• Provide support to the Account Maintenance team in creating AD/e-mail accounts; password resets, make changes to the Global Address List ( Confidential ), add/remove contacts/SMTP’s, add/remove permissions to network drives/shares and general mailbox’s, create/update distribution lists and general mailbox’s as needed to achieve departmental queue goals.
• Maintain Cisco VoIP system, creating/deleting users, phones, voice mail boxes, and resetting passwords; update the ACD if/when necessary to advise users of known issues and are in the process of them being resolved.
• Monitor the Service Desk e-mail queue to create tickets in remedy for users and/or provide them with support to their request/problem.
• Was essential in the success of starting a new Network Operations Center providing on call support.

Confidential, Baltimore

Enterprise Network Monitoring Systems Administrator

Responsibilities:

• Monitored production systems using HP OpenView and other applications.
• Responded to escalated production support issues documented in Magic.
• Maintained a 90% closure rate of all problems and escalated the remainder to the proper resolution person/group.
• Worked with Confidential / Analysis and Resolution in creating permanent resolutions/fixes to problems in a timely and efficient manner.
• Continuously sought to improve customer support, identifying opportunities and recommending solutions for improving service efficiency and effectiveness.
• Created and/or maintained operations process/procedure and problem resolution documentation as required.
• Processed and monitored all production jobs for accuracy.
• Followed all operation’s processes and procedures thoroughly.
• Identified key areas that could be improved through a new or revised process or procedure for the Manager of Command Center Operations.
• Assisted other Operations Engineers and leaded, as needed or directed.
• Other duties as assigned by the Director of Confidential Operations.

Confidential, Woodlawn

Network Technology Systems Support Manager

Responsibilities:

• Planned, coordinated, and directed research and facilitated the computer-related activities of firms.
• Assisted with determination of both technical and business goals in consultation with top management and constructed detailed plans for the accomplishment of these goals.
• Working with co-managers and staff, developed the overall concepts and requirements of a new product or service and identifed organization’s computing capabilities effectively aiding project management. Ensured the availability, continuity, and security of patient data and information technology services.
• Performed employee reviews;
• Conducted and scheduled group and individual training sessions of directly supervised 15 member staff. Interview potential candidates for hire.
• Organized and conducted monthly staff meetings and team building functions.
• Assembled training manuals and contingency plans in case of an emergency.
• Established Project Plans to include milestones, resource assignments, training schedules, hardware rollout, process redesign, and go-live dates.
• Researched prospective user needs for developing and modifying information systems to support organizational and non-organizational systems.
• Input into contract terms, project plan and budget. Continually improved processes and performance of teleradiology operations.
• Served as liaison with all user areas and customers, created a rapport and technical sales when necessary to develop new customers.