Multi-talented and results focused telecommunications professional with a proven history of providing exceptional customer service while driving technology development through expert installation, configuration, and maintenance wide area network solutions. Offer adept diagnosis and resolution of critical network circuits and equipment. Reliable and supportive team player skilled at building positive working relationships with clients and associates, with a demonstrated talent for rapidly mastering new technologies and processes.
Service Delivery Manager
Worked on developing and implementing diagnostic, recovery and validation steps for all NOC Analysts to perform prior to escalating events. As operations center training manager, trained all new NOC analysts. Created a training program for the RSA SecurID procedures and trained all customer facing departments on provisioning, replacing and troubleshooting RSA SecurID tokens.
Systems Operations Specialist
Developed, tested and implemented Service-Now ITSM tool for use in incident management and the ITIL process Utilized software packages including Netcool, Nagios, Cacti and others to remotely monitor Neustar's multiple Colocations, Datacenters and all associated circuits. Served as afterhours Windows helpdesk support for all Neustar employees to resolve LAN connections issues, locked accounts, VPN connection and other help desk related issues as required. Facilitated conference bridges and supporting documentation for priority events per Neustar's Priority Event Handling procedure.
Network Operations Center Technician
Utilized open source and proprietary software packages including MRTG, WhatsUp Gold, Nagios and others to remotely monitor and maintain an extensive nationwide network of over 400 sites and 450 circuits. Worked with multiple departments, coordinated with field technicians and service providers in order to troubleshoot and repair Network equipment and circuits. Proficient with Marconi ATM Switches, Lucent and Copper Mountain DSLAMS and Cisco backbone equipment. Also have experience with Juniper, Shasta and Redback network components. Worked with both data and voice over IP solutions for our broadband network as well as customer connections. Dispatched Field Operations Technicians providing a daily schedule including additional jobs as required throughout the course of the day.
- Tested and installed network circuits including DSL, T1s, DS3, fiber connections and associated equipment. Conducted site surveys and installed customer circuits. Configured and installed customer premise equipment including but not limited to Cisco, Verilink, Siemens, and Netopia and efficient. Performed extensive inside wiring when required for installation of broadband circuits at the customer premise. Configured and connected customer's PCs, Servers and Network equipment for use with installed equipment. Maintained, installed and removed equipment from AC and DC powered collocation sites.
- Confidential. Responsible for the assembly, installation and maintenance of all Mid East Division rock crushers.
In Garrison served as the Unit Security Office for all matters of personnel, physical and information security. In a tactical environment processed data from various intelligence sources to provide the command with a real time enemy situation report.