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Technical Support Manager Resume

Technical Support Manager III

Video Systems / Network Engineering / Voice & Data Communications / IT Systems

Professional Profile
Results-driven professional successfully planning and directing activities that provide innovative information technology, network engineering, and customer service solutions. Extensive experience leading people and project teams, implementing and overseeing technology programs, and administering multi-million dollar budgets. Ambitious, goal-seeker and goal-setter, with the drive to achieve and surpass.

Areas of Expertise

  • Technical Management
  • Strategic Planning
  • Data Support Center Escalations
  • Network Design & Engineering
  • Decision Making and Problem Solving
  • High-Speed Data & Internet
  • Execute New Service Offerings
  • ISP and Video Environments
  • Hands-On Experience
  • Team Building & Customer Care

As Technical Support Manager for Confidential, Atlanta, Ga.

Highlights of Achievements

  • Developed new support programs for TCP/IP video networking products (IPTV)
  • Created senior 10 member support team to deliver outstanding advanced services.
  • Maintained SLA by providing guaranteed 99.5% uptime and improved support methods.
  • Co-developed staff training material of VOD content distribution products.
  • Provided Tier 3 hands-on technical support of products for 24x7 TAC Support Center.
  • Worked directly with engineering staff on software and hardware customer related issues.

Career Progression

Confidential, Atlanta, Georgia
Technical Support Manager III 2008 – 2011

Managing Advanced Services team of 10 Senior Support Engineers on video VOD products. Provided remote telecommuting 24x7 technical support maintaining customers revenue generating operations with mission critical applications. Customers include Comcast, Time Warner, and Verizon. Worked directly with customers on root cause solutions and provided Senior management with accurate updates. Performed software upgrades and patches, config changes, and hardware installations remotely during scheduled late night maintenance windows.

  • Provided advanced 24x7 international and domestic support for Cisco Video products.
  • Customer facing daily exchange of technical solutions to complex problems.
  • End-to-End system troubleshooting including routing / switching Internet environments.
  • Knowledge of Linux and UNIX operating systems in Video On Demand services
  • Developed system strategies to maximize performance, reliability, and security with networks.
  • Excellent technical writing / reporting and procedural documentation skills.
  • Ability to build relationships with cross-functional groups as a key team player

Confidential, Atlanta, Georgia
Digital Transport IP Manager 2001 – 2008

Provides Senior Technical Support on all High Speed Data, Video, and Telephony related products while managing staff of 7 Senior Field Engineers. Works directly with customers to ensure the highest availability of production services. Responsible for customer escalations within Data Center to assure undisrupted service support on 24x7 basis. Interfaced directly with engineering staff on software and hardware troubleshooting related issues or product enhancements.

  • Provide extensive High Tier technical telephone support to international and domestic customers
  • Solid technical experience with IP routing and switching technologies
  • Hands on experience in complex configurations of Broadband Network Services
  • Knowledge of various ISP services like DNS, DHCP, proxy, and mail through CMTS equipment
  • Ability to perform system level debugging and troubleshooting techniques.
  • Work closely with engineering and OEM partners to resolve complex customer issues.
  • Strong interpersonal and communications skills to build quality customer relationships.

Confidential, Atlanta, Georgia
Director of Operations 2000 - 2001
Plans, controls, and directs activities of the Broadband Management Services division. Sets
direction on enabling and managing new service applications over HFC cable plants, high-speed data certification, system integration services, 24x7 Helpdesk and Network Operations Center (NOC), and Engineering services. Responsible for leading large technology-based service organization of 60 people achieving target revenue and income goals.

  • Directs and develops technical teams to execute various service offerings
  • Manage daily operations with ability to make sound technical decisions
  • Implement project plans of new business generated by strategic partnerships
  • Define internal processes and procedures based on business model
  • Set new polices for all Service Level Agreements
  • Final escalation point for all customer related issues
  • Responsible for P&L, budgets, and expense control

Confidential, Atlanta, Georgia
Network Architect

Designed, configures, and implements Broadband High Speed Data solutions to tier II and tier III MSO and Cable Operators. Creates detailed designs and develops the architecture which offers the best in reliability, flexibility, scalability, and security using brand name components and products.

  • Designed and deployed 17 new ISP CMTS environments.
  • Designed ATM-OC3 infrastructure for major Power & Water Utility Co.
  • Configured and tested Cisco 7246, PIX520, Network Registrar, 7206, and catalyst 5000 & 2848L3, Sun Netra T1 servers, and NetApp NetFiler.
  • Lead a team of 10 support engineers to perform infrastructure deployments and maintenance.
  • Negotiated purchase of communication hardware, software, and maintenance contracts, providing expanded capacity and services, while saving in excess of $200,000.
  • Negotiated Cisco and Sun VAR agreements.

Confidential, Atlanta, Georgia
Network Engineer 1996-2000

Key position providing senior level network engineering expertise for BellSouth's new Electronic
Commerce Internet Project. Responsibilities include design, provisioning, configurations, ISP
Infrastructure installations, and third level support to technical staff for Internet customers.

  • Awarded 3 Achievement Awards for Outstanding Service.

Equipment includes Cisco 7500 series routers, ADSL, FDDI concentrators, Catalyst 5500
switches, AS5300 Network Access Servers, USR modem banks, Bay Network ASN, BLN, BCN
routers, Xylan switches, and Cisco 3640 terminal servers. Extensive support of OSPF, BGP4,
TCP/IP, FRAME RELAY, and ISDN. Provided software support for CiscoWorks, HPOV,
Remedy, Visio, Netscape, Bay Networks Site Manager or TI, and USR NetManager.

Confidential, Atlanta, Georgia
Network & Systems Operations Manager 1995-1996

Managing all MIS operations related to Turner Broadcasting Entertainment Division.
Responsibilities include Server Systems support, Desktop System support, Network and
Infrastructure, Data & Voice operations, and Computer Acquisition & Maintenance. Providing
strong project management skills to lead in technical solutions with guidance and direction to all
staff members.

  • Awarded Employee Of The Month for Outstanding Service.
  • Elected to The Olympics Strategic Planning Committee.
  • Relocated over 400 users to new building after designing and deploying new mullti-level network.
  • Experience developing and leading an organization with evaluating, testing and deploying data communications networks.
  • Technical experience with multi-user networking environments utilizing Novell/IPX, UNIX, TCP/IP, MS/DOS, Windows, Macintosh, and VAX/DECNET. Applications include MS Office, Netscape, MS Project, cc:Mail, Meeting Maker, Remedy, Claris CAD, BIASLINK, Optivity, Film Management, and Power Point.
  • Projects include Internet Web and Browser deployment, cc:Mail upgrade to Novell 4.1, and infrastructure upgrade from Wellfleet to Cisco routers and optical network to Digital Film Clip Inventory.
  • Extensive experience in technology business planning while promoting positive working relationships with staff and all levels of management.

Confidential, Atlanta, Georgia
Global Network Manager 1985-1995

Managing the Network business unit in implementation and support of all corporate
communications including offices in Europe, U.S., and Puerto Rico. Proficient with installations,
configurations, and upgrades of multiprotocol Internetworking systems. Systems include LAN/WAN routers, intelligent hubs & concentrators, protocol converters and emulators, and gateways. Proficient with multiple LAN packet protocol testing using various analyzers like Network General's Sniffer.

  • Relocated DCA Corporate office with 700 employees to new Corporate Campus.
  • Awarded Windward DCA Building Committee Award - 1985
  • 5-year service award - 1990, 10-year service award -1995
  • Corporate LAN Project Award
  • SynOptics User Group Chairman for Internetworking - 1993
  • Relocated DCA San Jose office to new facility. Designed and implemented Data Center using token ring concentrators to Cisco routers and installing T1 links to Corporate office for LAN to LAN applications - 1990
  • Submitted proposal for $1.5 million HW/SW Internetworking system upgrade to CEO. Solely responsible for designing, purchasing, and implementing project ahead of schedule.
  • Designed, configured, and installed LAN & WAN networks consisting of Cisco routers, SynOptics intelligent hubs, terminal servers, Appletalk routers, Ethernet & Token Ring UTP modules, and Network Management modules including NCE's. Developed the LAN and WAN to support a wide variety of topology platforms and protocols including SNA, TCP/IP,
  • DECNET/LAT, BANYAN VINES, IPX, Appletalk, SNMP, ISDN, Frame-Relay, and X.25.
  • Extensive use of LAN and WAN diagnostic equipment as Network General's Sniffer, Packet LAN analyzer, NMS, T1 testers, TDR meter, and cable testers.
  • Experience with Network Management platforms including SunNet Manager and Optivity 3.0 running under Solaris 1.1 UNIX to implement detail reporting and maintenance of internetworking system performance.
  • Responsible for department budgeting and variance reports.
  • Provided weekly technical training classes to IT department and to annual National System Engineer workshops.
  • Performed Product Beta testing with Engineering department prior to market announcement.

Confidential, Atlanta, Georgia
Telecommunications Supervisor 1982-1985

Responsible for the activities of the Telecommunications department principally ensuring the
availability and efficient responsiveness for a multi-application multi-node network.

  • Elected Cox Relocation Project Manger for implementation of a Network Control Center.
  • Researched, designed, and developed Data Center from blueprint stage to total on-line capability.
  • In charge of a network consisting of IBM 3705's, Amdahl 4705, Series 1, 50 AT&T and RCA circuits, IBM 3270's and over 1000 terminals.
  • Responsibilities included installation of fiber optic multiplexers, patch panels, and DDS circuits.
  • Department budgeting and purchasing of all equipment.

Confidential, Atlanta, Georgia
Field Engineer 1979-1982

Provided repair and installations of all communications equipment at local and remote locations including modems and line sharing devices.

  • Repaired various peripherals - tape drives, printers, and card readers.
  • Extensive interface with customers and vendors such as Mead, Walden Books, IBM, AT&T, Southern Bell, RCA, Halon, and ADC Communications.

Education and Training

Computer Technology Honor Graduate

Certifications:
Cisco Certified Network Associate (CCNA) 2000
Cisco Certified Network Professional (CCNP) 2001
Sun OS Administration 1992

Continuing Professional Development:

  • Cisco Content Distribution Systems 2008 - 2011
  • Scientific Atlanta Digital Content Manager product 2007
  • Scientific Atlanta TCP/IP Networking Prisma IP 2004
  • DOCSIS 1.0, 1.1 Training 2002
  • ATM Technology, Confidential 1994
  • Routers & Internetworking, Confidential 1991
  • TCP/IP Protocols & Applications, Confidential 1991
  • MS OS/2 for Support Engineers, Confidential 1990
  • Telco Systems Digital Channel Bank, Confidential 1989
  • Wiring Intelligent Buildings, Confidential 1988
  • Advance LAN Technologies, Confidential 1988
  • Statistical Multiplexer Course, Confidential 1985
  • Project Management, Confidential 1984
  • SNA Problem Determination Workshop, Confidential 1983
  • Advance Telecommunications, Confidential 1981

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