SUMMARY

• Information technology professional with 17 years practical experience in a Network Operations environment, servicing both domestic and global customers.
• Contributed in an operations role as well as an operational support role where ability to troubleshoot complex network anomalies to resolution was an asset.
• Demonstrated ability to excel in a fast - paced and dynamic 24 x7 workplace as part of a team or independently.
• Responsible for configuring and testing of multiple vendors' network equipment to ensure seamless integration with newly deployed Operational Support System.
• Testing included but not limited to validating network connectivity, remote access and management and ability to monitor all devices via SNMP Simple Network Management Protocol .
• Demonstrated superior customer service, providing successful interaction with customer facing entities as well as conveying the customer needs and concerns to internal organizations

TECHNICAL

Hardware:

• Routers-Switches-Hubs Cisco, Nortel, Bay Networks, ACME SBC,
• Optical equipment Optera 5200,OM6500, OM3500, Multiservice Edge 6110
• VOIP switches Avaya Aura CM, Nortel CS1000 PBX
• Windows 2003 Servers w/ applicable software packages to support VOIP services
• Call Pilot, Contact Center, Signaling Server, Optivity Telephony Manager OTM

Software:

• Microsoft office suite of applications to include Outlook, Excel, Word, Share Point
• Citrix XenApp user environment to centralize all troubleshooting toolsets/applications needed for support.
• TTI fault management suite to include NETRAC, Remedy 5
• BMC software suite to include Incident Management, Change Management, Asset Management, Configuration Management Database CMDB, BMC ProactiveNet Performance Management BPPM
• HP management software suite to include Network Node Manager NNMi, OpenView Performance Insight OVPI
• Teltronics VOIP management software to include IRISNgen for managing NET-PATHs Site Event Buffers

Tools: used:

• Linux shell command line and Putty to perform telnet, SSH, trace route and FTP commands.
• Java Device Manager for managing SNMP devices.
• IE/Firefox browsers for HTTP/HTTPS access
• Wireshark for analyzing protocols and firewall mismatches.
• Remote Desktop for access to Windows supported servers.
• Filezilla to validate end to end FTP functionality.
• Java-based System Manager via HTTP for management of OM5200 and Multi-service edge 6110 optical devices.
• OM 6500 Site Manager, OM3500 Site Manager respectively.

Networking:

• DNS, DHCP, TCP/IP, VOIP and routing protocols, SNMP, SMTP, VPN IPSEC
• Network - CompTIA ID COMP10609379

EXPERIENCE

Confidential

Platform Verification Engineer II

• Defined QA process and product lines to better serve customer-base.
• Advised vendors on possible debugging and troubleshooting implementation to enhance software development of tool automation.
• Worked within test management system to transform test cases into real world scenarios that would mirror potential user issues.
• Able to define objectives and goals in coordination with supervisor recommendations.
• Provided technical solutions and input to a diverse range of implementation/migration problems encountered during migration phase of updating to present OSS Operational Support System for Managed Services.

Confidential

Customer Support Engineer II

• Confidential Enterprise Business Unit acquired in Confidential.
• Member of migration team that is deploying a state of the art Operational Support System.
• Responsible for data collection of technical and operational processes used by heritage Avaya and heritage Nortel employees in order to develop one single process document to be used throughout the company infrastructure.
• Communicated with several business units within Avaya as necessary to determine which primes to involve in the development of consolidated process flows.
• Facilitator of customer connectivity migration effort for existing customers and new customers.

Confidential

Network Integration Engineer

• Responsible for the overall technical integration of remotely networked managed service elements within the enterprise data, optical, voice and wireless domains.
• Led the deployment and steady state integration of customer network equipment to include interpreting network designs to completion of the integration phase into the Operational Support Systems.
• Interacted with a technical customer contact when necessary to resolve any network issues that would prevent a complete and successful integration of customer networks into the managed services environment.
• Established customer connectivity to the NOC by configuring devices to support the deployed operational support system.
• Equipment integrated included Cisco routers and access LAN switches as well as Nortel routers and switches.
• Performed detailed and extensive network verification testing on all new integrations and provided documentation containing test results.

Confidential

Network Operations Technician

• Performed day-to-day operational monitoring/management and support of various customer networks.
• Communicated with the customer base verbally as well as in a written format to report any event or network anomaly that would possibly adversely affect overall network performance.
• Possess the flexibility to work in 24x7 NOC environments that included covering off shifts when manning discrepancies occur.
• Able to multitask while using several different toolsets, to include ticketing system, email, and phone calls from internal and external customers to provide world-class customer service.
• Support of customer base included multiple vendors' equipment to include ACME,Cisco,Nortel, Teltronics, Optera

Confidential

Help Desk Engineer

• Responsible for testing and troubleshooting circuit issues with the FAA LINCS network. Leased Interfacility National Air Space Communications System .
• Coordinated Telco activities within the MCI infrastructure to include troubleshooting any problem from the internal network to the customer owned remote terminating equipment.
• Performed real-time monitoring, troubleshooting, and fault resolution of one of the largest existing private data networks.
• Provided prompt and knowledgeable status of the current overall network health to management staff as well as external customers in accordance with the contractual service level agreements.

Confidential

Communications System Circuit Controller 31N

• Assisted in preparing station logs, reports, and technical service orders.
• Installed trunk lines and patch panel circuits following telecommunications service orders, circuit routing lists and wiring/cabling diagrams.
• Monitored tactical communications switching equipment at the node level.
• Provided technical guidance for the planning, managing, and troubleshooting of joint services integrated data networks.
• Excelled at isolating network malfunctions and reporting the nature of troubles to proper maintenance crew for repair