PROFESSIONAL EXPERIENCE:

Confidential

VoIP / Network Engineer

Responsibilities:

• Tier 3 Windows server and VoIP installation, migration and support, Cisco, Shoretel, Broadsoft
• Server 2003, Server 2008, Server 2012, Windows 7, Windows 10, MS Office, Exchange, Scripting, Powershell, and Confidential SQL, Active Directory, Hyper - V, VM-Ware, Sonicwall Firewall, LogMeIn, Bomgar
• Remote, phone, and onsite customer-facing support for billable professional IT services.

Confidential

Exchange Escalation Engineer

Responsibilities:

• Premium Enterprise support for Exchange Server 2007, 2010, 2013, 2016
• Confidential Exchange Server, Active Directory, Windows Server 03, 08, 12, VM-Ware, Hyper-V, Powershell scripting, VPN, telnet & SSH, firewall and security gateways and appliance, load balancing
• 100% phone and remote support for Enterprise-size Premium Support customers

Confidential, Charlotte, NC

Network Administrator / Project Manager

Responsibilities:

• Project Management of all Telecommunications infrastructure in all corporate offices, use of network aggregator, online portals, VoIP portals, VoIP handset setup, circuit management, ordering & provisioning process, coordination of service tickets for outages and circuit testing, coordination with vendors
• Created database to track ISP information on services and rates, consolidated services and bills using network aggregators, including DSL, T1/T3/T9, Cable Broadband, Fiber, Dedicated Circuits, SLAs, cost-savings of over $5,000 per month in telecom services while improving quality and speed of accounts
• Vendor relationship sourcing and management for sales and service, purchasing, and outsourcing. Management of support issues involving multiple layers of users, clients, and vendors throughout the life of the issue to successful conclusion. Maintenance of online status reports and coordination of regular meetings for IT groups and special projects requirements
• Office 356 Migration from various email systems, Powershell scripting for mailbox and DL export/import
• Primary Internal Technical Support for SMS Corporate Headquarters, remote support of 52 regional and management offices, support of NOC server racks and virtualization administration - Windows Server OS 2003, 2008R2, Windows OS XP, 7, 8, 8.1, EMC VMWare, vSphere & MS Hyper-V, Flashpanel admin, Dell DRAC, VPN, Putty (Telnet, SSH, file transfer protocols,) remote management and support
• Cisco Unified Communications Manager implementation project team
• BYOD office with support for WinXP/7/8/8.1, Server03/08, Exchange 03/07, EMC VMWare, Cisco Anyconnect & Cisco 5505 security and VPN, Tableau, Win/Mac laptop hardware, iPad, iPhone, Android mobile device support.
• Remote, phone, and onsite customer-facing support, data center support

Confidential, Matthews, NC

Network Administrator / Field Engineer

Responsibilities:

• Primary Internal Technical Support for all corporate technology systems and users including desktop computers, laptop computers, servers, domain controllers, LCD and displays, touch screen video technology, MAGcard encoding and printing, handheld and mobile devices, network switches, high-speed internet modems, routers, switches, and telephony devices, fax machines, printers, scanners, Confidential Hard drives and devices, Windows and Apple OS, Confidential Office, Adobe Reader, Flash, Air, Java, Avaya digital phone system, wiring and cabling
• External Technical Support and Customer Service for clients using web apps, websites, PCs, laptops, handhelds, mobile devices - iPads, iPhones, Galaxy, all smart phones, including Blackberry, touch screens, printers, fax machines, scanners, modems, wireless networks, routers, switches, and other hardware
• Project Management for implementation or upgrade of services provided, telecom, wiring, construction, etc
• Consult, assist, and liaison with clients with the technical requirements for corporate products and services, work with 3rd Party vendors, IT managed services contractors, and employees Confidential all levels of organizations. Identify requirements and needs for communication across varying organizational matrices, broker and initiate meetings whether virtual or face-to-face, facilitate meetings to communicate goals and move to issue resolution
• Vendor relationship sourcing and management for sales and service sourcing, purchasing, and outsourcing. Management of support issues involving multiple layers of users, clients, and vendors throughout issue life
• Outsourced CRM recruiting software from internal Act DB to hosted services and finally to StaffingSoft. Sales CRM to SalesForce. Email migration from remote hosted vendors, savings in excess of $5000 annually
• Source, purchase, build, configure, deploy, install, and support all corporate systems using Norton Ghost or other imaging software, data recovery of Windows-based systems via Linux/Unix OS’s, manage support of 50+ offsite facilities and over 200 users for all Server, client, and network issues, troubleshooting and repair or replacement of deployed equipment with clean software builds
• Use of remote software for support, migrated customer from outdated Norton PC Anywhere to Citrix GotoAssist. GotoMeeting, GotoWebinar, and GotoTraining also deployed.
• Email administration of internet mail server and primary technical support for email issues including configuration of mail clients and mobile devices, bounce-back and error resolution, configuration and store backups, SSL security encryption and HIPAA compliance
• NOC server backup drive rotation and offsite disaster recovery storage for 2 separately-hosted NOC domains, Windows and Backup Exec, HIPAA security requirements
• Initiated Carbonite remote offsite backup software for business for disaster recovery of remote offices and users not covered by corporate backup systems and policies
• Remote, phone, and onsite customer-facing field support, extensive (40%+) regional travel

Confidential, Boston, MA

Field Technician - Engineer

Responsibilities:

• Onsite break/fix, network engineering in customer facing field support
• Installation and repair of HP/CPQ, Dell, IBM PC systems/peripherals
• Multiple 2000/2003 Server Upgrades, Netware 3.x, 4.x/7.x, Exchange Server 2000/2003, Citrix Metaframe

Confidential

Responsibilities:

• RF Engineering / Drive Testing involving GPS systems, route mapping, and signal strength data collection into report-generating database software via laptop PC for Confidential service carriers Confidential 
• Installation of video modulator & demodulator equipment, fiber optic converters and wiring expanding the capabilities of Confidential & Confidential Broadband / Confidential head-ends for broadband Internet, telephony, HDTV, testing
• Windows NT/ 95/98/2000/2003 Client/Server, Netware 3.x, 4.x/7.x, Exchange Server 2000/2003
• Project Management of initial restaurant - POS system installations, repair and maintenance of video touch screens, terminals, registers, video monitors, RF, wireless, cash drawers, printers and handheld inventory devices including IBM, Panasonic & Javelin, Avaya phone systems

Confidential, Lynnfield, MA

IT Technical Recruiter

Responsibilities:

• Recruited IT contractors in technical support, network engineering, web design, database, data modeling, programming and scripting for clients 

Confidential, Tulsa, OK

Lead Desktop Support Specialist

Responsibilities:

• Managed support of 300+ on-site and remote users on Confidential WAN including purchasing and implementation, setup/installation, troubleshooting, and maintenance of network PC’s, printers, software, network, Exchange Server 5.5 and Outlook 97/98 e-mail support and administration, Remedy call tracking
• Project managed RFP and implementation of all desktop and laptop hardware and software for internet startup growing from 30 to 170 employees in 1 year, PC/Mac, printers, displays, teleconferencing, videoconferencing
• Managed vendor and contract relationships for desktop and infrastructure needs for 6 corporate offices
• Managed the structuring of a help desk to receive issues, notify appropriate personnel and track calls through implementation of Remedy call tracking and asset tracking software, WIN 95/98/NT/2000, Mac OS 9,X, IIS, SQL, SMS, Exchange 5.5/2000, Outlook 97/98/2000 and all Office apps for PC and Mac, Quark and Adobe
• Recruited, interviewed, hired, and managed 4 technical support positions