SUMMARY

• Acquired contracts and performed the below tasks with small companies such as
• Deployment and maintenance of Linux systems and app software in multiple clusters across eight data centers totaling approximately 4000 mostly Dell PowerEdge hosts
• Configure IIS failover for Windows Server 2003/2008/2012 R2
• Configure and maintain Windows Servers using Network Load Balancing and SQL cluster failover.
• Took lead on several projects, including: host classification, Citrix Xen virtualization, third - party server hosting (for SCEA and other Sony entities), integration of internal build clusters on RHEL-like platforms, and RedHat automated provisioning technologies, including Cobbler, kickstart, and Func
• Evaluated and performed POC work for Eucalyptus and other cluster technologies
• Architectural planning for redesigns of DNS, internal mail service, configuration change management, and build control systems for game nodes and world clusters
• Evangelized cross-department coordination of monitoring systems, such as Zenoss and Xymon (and contributed code back to the latter project)
• Heavy departmental documentation writing and re-organization within corporate wiki.
• Run-of-business activities included DNS, mail, Apache, and Tomcat configuration management, RSA SecurID (ACE/Server) management, OS upgrades, and security fix deployment across installed base for Sony’s GISS compliance
• Rotated 24/7 on-call support
• Refurbish laptops, desk stations, test stations, and various computer components.
• Responsibilities included problem detecting and solving, fixing and reinstalling hardware and software, and maintaining the company network.
• Maintained and setup new user security accounts for Windows NT 4.0 server.
• Diagnosed, installed, upgraded, configured, repaired, and performed troubleshooting on computer systems and network system components.
• Repaired and upgraded hardware and software for PC systems.
• Experience with both Enterprise and Service Provider clients
• Wrote example applications, tech bulletins, knowledge bases, wikis and white papers for customers demonstrating and explaining products.
• Developed procedures and practices for testing reliability and stability of software components and interfaces for network environments.
• Ran test and performed troubleshooting on network connectivity, desktop configuration, printer connectivity, and network access issues regarding permissions.
• Made outbound calls to customers and potential customers in an attempt to obtain a contract or to offer my services.
• Received inbound calls from potential clients requesting more details of the services I provide.
• Installed software and hardware, end user support and training, supporting and customizing MS Access, and A+ applications.
• Windows Server 2008 Administrator
• Enforced GPO’s for local, site, domain and organizational unit’s.
• RedHat and Fedora Administrator
• Have VMWare machines running XP, Vista, Fedora 13, Redhat, Windows 7, Windows 8 Beta, Windows Server 2003, Windows Server 2008, and Windows Small Business Server.
• Using Vsphere to simulate the cloud effect for the beta phase of Windows 8.
• Exchange Administrator (Maintenance, updates and restores)
• Achieved a solid understanding of VoIP/ IP Telephony and various signaling protocols such as SIP, Skinny and H.323, etc.
• Used packet capturing tools to troubleshoot voice protocols.
• Experience with TDM signaling protocols (e.g., ISDN, RBS, etc.)
• Maintained a thorough understanding and broad knowledge of product information.
• Performed on-site maintenance actions as required.
• Delivered technical training/knowledge transfer to customers/partners as required
• Used both CCA and CLI to monitor and troubleshoot entire voice system.
• Ensured voice security by installing SA520’s and other network security devices.
• Managed small business VOIP for over 4 years, and experience with Call Manager Express for just over two.
• Use Skype to contact customers and resolve issues.
• Partners with Microsoft, Cisco, HP and a few others.
• Design, Install, configure and provide instructional user training on VOIP system
• Design, deployment and support of Cisco Unity.
• Design, deployment and support of Cisco Call Manager.
• Use AT&T Client and Cisco VPN, along with other third party VPN clients, to communicate between networks.
• Troubleshoot and repair network infrastructure from the telecommunications closet to the customer’s location
• Troubleshoot and repair the VOIP system
• Ensure interconnectivity and interoperability of VOIP system and data networks
• Utilize Incumbent Local Exchange Carrier’s online systems to process orders and obtain accurate service order completions
• Troubleshoot customer requests to ensure proper resolution
• Provide support to the Lead Network Engineer as needed
• Install and/or remove cabling, terminal equipment, data services, or associated hardware/software as directed
• Perform in on call rotation; travel as needed
• Created Project Management methodology such as project deliverables, project milestones, and how to manage my time, cost, and scope.
• Project manager and executive sponsor to a few local small businesses.
• QoS deployment & design to prioritise voice traffic over other traffic/application such as video etc.
• Determining appropriate hardware platform to support proposed solution.
• IP addressing & VLAN for Voice & Data Traffic.
• Determining the appropriate IOS to support all feature set requested by client.
• Dial-plan design to accommodate UK, EU, International & Emergency number.
• Phone services consideration via IPT in areas such as elevators and emergency exit
• Configuring CUCM,CUE, CME & CUE for both VOIP and PSTN connectivity
• Configuring Analogue and Digital Signalling types used in TDM networks such as FXO Loop Start, Ground Start or E1 PRI.
• Configuration of ATA devices to support legacy equipment such as fax machines and franking machines.
• Configuring switching infrastructure to support Cisco IPT deployment, including VLANs, port configurations, and PoE.
• Configuring Teleworker / Remote workers to securely logon to corporate network and use different network resources.
• Configuration of DHCP, NTP, and TFTP.
• Configuration of digital voice ports such ISDN30e, ISDN2e on Cisco voice gateways for PSTN connectivity.
• Configuring and enabling additional IP phone features such as extension mobility, custom ring tones, IP Phone background with company’s logo.
• Configuration of Cisco Attendant Console for Switchboard.
• Inbound & Outbound dial-peer configuration to call out UK, EU, International and all emergency numbers.
• Digit Manipulation or Voice Translation rule for inbound or outbound calls.
• Configuring SIP trunks for SIP deployment.
• Install or upgrade the Cisco Unity Express (CUE) software
• Configure users, groups and mailboxes using CLI
• Configuring CME & CUE for GUI Access
• Implementation, configuration and support of different version of CUCM (v4.1,4.2, 5 and 6 & 7). IP phone requirements including bespoke features. i.e. Hunt Groups, Pickup Groups, IP Manager Assistant, conferencing, translation patterns, extension mobility, PLAR, BAT, TAPS, SRST, phone button templates, softkey templates, attendant console, CUCM services such as address book etc.
• UCCX installation and configuration including CUCM integration.
• Implement and support of Cisco IP Contact Centre Express i.e. Basic script customisation as per customer requirement, change prompts, add agents, add additional licenses, and reset supervisor passwords.
• UCCX CAD or CSD client application support when having a problem in logging in or out of queue.
• Installation, configuration and integration of Cisco voicemail solution such as Cisco Unity Connection from scratch. Configurations of user mailboxes, call handlers, and install or upgrade licenses.
• Configuration and supporting Cisco VG224/VG248 analogue gateways including Cisco ATA’s for faxes, DECT and legacy POTS phones.
• Configurations, support, troubleshoot and manage Cisco H323 voice gateways connected to CUCM/PSTN or acting as a stand-a-alone CME or SRST gateway.
• Review daily network SNMP notifications to ensure a healthy network.
• Troubleshoot major network performance/connectivity issues including internal and external applications and devices.
• Support and implement the clients wireless infrastructure using Aironet access points. i.e. 1240G and 1130G and 521G.
• Support and manage Cisco Secure ACS server for AAA.
• Support and manage Cisco PIX firewalls and Cisco VPN client software.
• Answering support calls and trying to resolve client issues at earliest as possible. Simple examples includes a user may ask for access through firewall, a user may ask for a new network point, there maybe a requirement to organise the relocation of staff, problems with VPN access, problems with server connectivity to the network, user might move from one group/dept to another and would like to change his/her extension, huntgroup or group mailbox settings etc.

PROFESSIONAL EXPERIENCE

Confidential,Raleigh, NC

Network Admin

Responsibilities:

• Create and install images using LANDesk and Ghost on library desktops and laptops.
• Developed Android applications which allows library patrons to use their mobile devices to do activities normally done online or in the library.
• Responsible for research and development of new hardware and software.
• Answer incoming calls from library employees regarding their Active Directory and Lotus Notes accounts.
• Monitor and resolve helpdesk tickets using LANDesk Service Desk
• Create, modify, and deploy batch files to automate daily tasks and remote administration.
• Diagnosis of desktop, application, networking and infrastructure issues.
• Experience of supporting a wide and varied client base.
• Troubleshooting PC’s, laptops and mobile devices.
• Providing 1st/2nd line support to users.
• Administering the IT department’s policies and procedures. Installation and support of telecommunication equipment.
• Used Active Directory and GPO’s to enforce updates and security features.
• Maintaining a log of all problems detected and system backups.
• Responsible for maintaining backups and for project work such as new builds. Working closely with software suppliers to resolve operational issues. Responsible for supporting: Windows XP/Vista/Windows 7/Windows 8/ Office 2003-2013, Windows Server, Small Business Server 2003/2008, Active Directory management Exchange 2003/2007, Blackberry Server/Windows Mobile, Backup products, Anti-Virus products, DNS/DHCP, TCP/IP, Ethernet, wireless router and Firewall Configurations.

Confidential, NC

Network Admin/System Admin

Responsibilities:

• Answer incoming Tier 2 questions regarding policies and procedures and products via Phone, Chat and Video Calls.
• Updated and maintained Cisco Sales Acceleration Center database
• Provided support for networking questions regarding Cisco Telepresence
• Communicated with customers using Video Conferencing
• Assisted with the creation of Standard Operation Procedures and Training Documentation.
• Answered, directed and made calls to customers both inbound and outbound.
• Managed Call Manager Express
• Configured VOIP settings using SIP and Skinny Protocols
• Captured packets and use them to trace calls and find lost information.
• Planned, researched, evaluated, installed, tested, implemented and supported the hardware, (Phones, Switches and Routers) and software, UBIqube and Cisco Configuration Assistant
• Used CCA to perform all administrative tasks on the UC320, UC520, UC540, UC560 series routers.
• Service and maintained Cisco UCS C220, UCS C22, UCS B200, and other enterprise level servers.
• Provides advanced client support and project work
• Mentors and reviews L1 work to ensure client satisfaction
• Responsible for implementation, problem diagnosis, repair and maintenance of a full range of communication equipment encompassing analog and digital technologies within a client location
• Addresses client issues of availability and reliability of their voice and data systems
• Provides support services for all Unified Communications voice and LAN/WAN networks including wiring, connectors, CSU/DSUs, smart jacks, voice mail, modems, and other related IP and voice peripherals and instruments
• Follows established protocols and procedures to perform installation, diagnosis, and repair work at client locations. Provides feedback on any issues found so that resolutions can be identified and documented
• Defines, isolates, and resolves problems with IP network group switches, servers, and network response time issues
• Defines, isolates, and resolves operational problems relating to telephone line, set, or network cable operational issues
• Cisco Unified Communications Manager & Cisco Unified Communications Manager Express
• Cisco Voice Gateways and voice protocols(SIP/H.323/MGCP/SCCP)
• Describe the impact of Voice Over IP and Video Over IP applications on a network
• Describe the components required for network and Internet communications
• Implement basic switch security measures such as port security, trunk access, and management VLANs
• Configure, verify, and troubleshoot DHCP and DNS operations on a router
• Describe the functions of common security appliances and applications
• Describe, configure, apply, monitor, and troubleshoot Access Control Lists based on network requirements
• Explain, configure, verify, and troubleshoot Network Address Translation (NAT) for given network requirements
• Configure and verify basic WAN serial connections including serial, Point-to-Point and Frame Relay
• Describe the importance, benefits, role, impact, and components of VPN technology
• Describe recommended security practices to secure network devices
• Explain how communication works in data networks and the Internet
• Recognize the devices and services that are used to support communications across an internet work
• Explain the role of protocols in data networks
• Describe the importance of addressing and naming schemes at various layers of data networks
• Describe the protocols and services provided by the application layer in the OSI model and describe how this layer operates in sample networks
• Analyze the operations and features of the transport layer protocols and services
• Analyze the operations and features of the network layer protocols
• and services and explain the fundamental concepts of routing
• Design, calculate, and apply subnet masks
• Describe the operation of protocols at the data link layer
• Explain the role of physical layer protocols and services
• Build a simple Ethernet network using routers and switches
• Use Cisco CLI commands to perform basic router and switch configuration and verification
• Describe the purpose, nature and operations of a router and routing tables
• Describe, configure and Explain the purpose and procedure for configuring static routes
• Identify the characteristics of distance vector routing protocols
• Describe the network discovery process of distance vector routing protocols using Routing Information Protocol (RIP)
• Describe the functions, characteristics, and operations of the RIP protocols
• Compare and contrast classful and classless IP addressing verify router interfaces
• Describe classful and classless routing behaviors in routed networks
• Design and implement a classless IP addressing scheme for a given network
• Demonstrate comprehensive RIP configuration skills
• Describe the main features and operations of the Enhanced Interior
• Gateway Routing Protocol (EIGRP)
• Describe the basic features and concepts of link-state routing protocols
• Describe the purpose, nature and operations of the Open Shortest Path First (OSPF) protocol
• Explain basic switching concepts and the operation and configuration of Cisco switches
• Describe enhanced switching technologies such as VLANs, VLAN Trunking Protocol (VTP), Rapid Spanning Tree Protocol (RSTP), Per VLAN Spanning Tree Protocol
• (PVSTP), and 802.1q
• Identify and describe the purpose of the components in a small wireless network, such as Service Set Identification (SSID), Basic Service Set (BSS), and Extended Service Set
• (ESS)
• Configure, verify, and troubleshoot VLANs, trunking on Cisco® switches, interVLAN routing, VTP, and RSTP
• Identify, prescribe, and resolve common switched network media issues, configuration issues, auto negotiation, and switch hardware failures

Confidential, NC

Senior Network Admin

Responsibilities:

• Troubleshooting and technical support for all users with regards to desktop and notebook systems, LAN and WAN networks, VPN and remote access, printers, projectors, PDA’s, and related peripherals.
• Organized and operated the frontline IT Service Desk, receiving and relaying all inbound issues via e-mail, phone, fax, courier mail, and in-person inquiries.
• Trained and supported user base in application usage, maintenance, and repair.
• Developed software for new ticketing system called Remedy.
• Managed as the project leader of the service desk.
• Configured and setup new workstatios and printers
• Mapped printers and other drives to data migration
• Created spreadsheets and databases for all NC employees.
• Answered calls from NC DOT employees and recorded all calls using HEAT.
• Passwords resets for various mainframe systems and Window applications
• Manipulation of various computer and user accounts via Microsoft Active Directory
• Operated and was and administrator to BEACON, mainframe, Active Directory, and the LDAP server.
• Some brief experience with Novell
• Documented software integration techniques; departmental policies, procedures and process flows in support of the DOT Helpdesk and to certify team efficiency.
• Managed multiple projects; delegating tasks as necessary to ensure on time completion of assignments
• Managed team of 4 support technicians; providing team building activities, onsite & offsite training as well as cross training with other IT departments.
• Configured Microsoft Outlook client to access LDAP server.
• Configured Microsoft Outlook client to access Microsoft Exchange server 2003 and 2007.
• Created training material to be used throughout the state for Remedy users.

Confidential, NC

Unix & Intel Systems Administrator

Responsibilities:

• Provide technical & physical support for all UNIX & Intel servers.
• Made outbound calls to customers to verify customer issues have been resolve and to verify incident closure.
• Responsibilities include working a rotational 12 hour shift onsite supporting peer UNIX and Intel system administrators requiring hands on support along with technical and working knowledge of the environments.
• Provide services in support of rebooting servers onsite and assisting system administrators with problem determination during server outages.
• Worked as the 1 system administrator per 12 hour shift supporting the data center on a 24x7x365 schedule.
• Activities include assisting with operational issues, hardware and software installs, scheduled changes, server builds and some security admin.
• Used many operating systems across multiple platforms.
• Created queries within Mysql, MSSQL, and Access.
• Managed the on call pager.
• Customer technical support, performed daily duties with our PBX, using SIP to manage the phone systems
• Managed and maintained Cisco VPN and AT&T VPN clients.
• Provided effective and consistent technical support.
• Responsible for creating and installing VB scripts, Ghost images, Lotus Notes scripts.
• Researched technical solutions.
• Responsible for publishing and maintaining technical support webpage.
• Created a script for preceding technicians to follow.
• Proficient with remedy and manage now.
• Managed and repaired numerous Lotus Notes accounts.
• Provided strategic direction and operations management for the customer service division of a multinational software company.
• Assisted with the up keeping of the Lenovo servers.
• Provided correct configuration to all servers. (TCP/IP)
• Responsible for supporting entire software network for this 30,000 employee company, including LAN technologies, internet, intranet, and Ethernet systems.
• Trouble shot network connectivity, network printing and user access issues.
• Performed desktop support to over 2500 employees in person, by telephone and Skype.

Confidential Lejeune, NC

Systems Admin/Security

Responsibilities:

• Laid out, built, tested, repaired and modified developmental and production electronic components, parts, equipment and systems, such as computer equipment, missile control instrumentation, electron tubes, test equipment and machine tool numerical controls.
• Replied to technical tickets in a helpdesk environment.
• Recommended changes in circuitry and installation specifications to simplify assembly and maintenance.
• Repaired electronic equipment such as computers, industrial controls, audio and video systems, radar systems, telemetering and missile control systems, transmitters, antennas and servo mechanics.
• Tested faulty equipment and applied knowledge of functional operation of electric units and systems to diagnose cause of malfunction.
• Tested electronic components and circuits to locate defects, using oscilloscopes, signal generators, ammeters and voltmeters.
• Replaced defective components and wiring and adjusted mechanical parts, using hand tools and soldering iron.
• Aligned, adjusted and calibrated equipment according to specifications.
• Calibrated testing instruments.
• Maintained records of repairs, calibrations and tests.
• Entered information into computers to copy program from one electronic component to another, and to draw, modify and to score schematics.
• Contributed to all aspects of operations.
• Chosen as equipment records Non-Commissioned Officer.
• Maintained highest standards of work excellence.
• Maintained our SQL, Oracle and other database systems.
• Performed network maintenance (Exchange, Active Directory and Windows 2003 Server)
• Managed and trained other employees (Marines)