SUMMARY

• More than thirteen years (13 yrs) of work experience in the field of IT and Data Communications, as well as Customer Service background in a 24 x 7 NOC.

Core Competencies

Delivers Results: Focuses on the critical objectives that add the most value and channels own and others' energy to consistently deliver results that meet or exceed expectations.

Develops and Inspires Others: Builds and maintains relationships that motivate, guide, and/or reinforce the performance of others toward goal accomplishments. Develops self and others to improve performance in current role and to prepare for future roles; seeks and provides feedback and coaching to enhance performance.

AREAS OF EXPERTISE

• Cisco series routers Cisco Catalyst Switches; Nortel 4450 Passport
• Running cables, mounting and testing equipment, setting up pre - designed labs for vendor use
• Maintaining routers and switches; loading new IOS images and backup configurations when necessary
• Cisco Unified Communications Manager 7.XX & 8.XX, Unity Unified Messaging/Voice Messaging, Unity Connection
• Network Monitoring Tools: Spectrum, Vizgems and Cisco Unified Operations Manager
• Protocols: SIP, SCCP, MGCP and H.323

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, Georgia

FCC Analyst

Responsibilities:

• Planned and administered the support function of Confidential to ensure quality service and professional interface with internal and external customers
• Supports all SOC monitoring for accessibility via WFA or Aspect communication systems
• Participated in detecting, investigating, and resolving voice outages
• Work with all internal and external support staff
• Responsible for monitoring VOIP outages to ensure Cox is in compliance with the FCC Outage mandate

Confidential, Atlanta, Georgia

Cisco Unified Communications Voice Engineer

Responsibilities:

• Team Lead responsible for overall workflow and training of employees
• Responded to network and host based voice outages according to SLA
• Demonstrated integrity in a fast paced professional environment
• Performed static builds for customer locations in Call Manager/VOSS
• Troubleshoot and support of (CUCM) Cisco Unified Call Manager for over 30+ customers
• Created and modified locations within Call Manager/VOSS
• Responsible for configuring end users in Call Manager/VOSS
• Monitored networks using Cisco Unified Operations Manager
• Provided feature testing/support for customer sites with IP phones
• Performed daily move, add and changes as requested by customer
• Responsible for outage notification to Executive Level Management
• Worked trouble tickets in a timely manner, using AOTS for customer related issues

Confidential, Marietta, Georgia

LAN Support Specialist

Responsibilities:

• Repaired Confidential ’s, desktop support and system troubleshooting & resolution for 350 end users.
• Worked with vendor support contacts to resolve technical problems with desktop workstations and software
• Trained upper management staff on use of hardware and software, to include Cisco phones
• Performed periodic Microsoft/Application upgrades on systems
• LAN/WAN installations, T1 circuits turn-up and customer monitoring support

Confidential, Atlanta, Georgia

NOC Support Engineer

Responsibilities:

• Provided daily operational supervision for network and VoIP engineering teams, monitoring and managing 107 customers, 1,960 sites and 19,209 devices
• Performed and assisted with installation of Cisco routers, switches and other vendors VoIP products.
• Troubleshoot Frame Relay and ISDN issues with Confidential ’s Circuit Provisioning Center. Successfully load and made configuration changes on all data equipment
• Configured and maintained LAN/WAN networks utilizing Frame Relay, PPP, IP, and Fast Ethernet. Managed customer trouble tickets via UniCenter TNG Advanced Help Desk and Metrix Applications.
• Monitored customer networks and provide timely service to customers during network outages
• Supported the tasks and duties of the field both indirectly through Central Office activity and directly by field activity

Confidential, Georgia

Desktop Support

Responsibilities:

• Provided desktop support to on-site users, for resolution of Confidential related issues
• Performed daily backup of all critical company data
• Installed, configured (using imaging software), maintained and troubleshot applications
• Handled end-users inquiries via ticketing system in a professional manner
• Resolved Windows related issues, Internet Explorer issues and other Confidential software related issues
• Assisted in the installation and updating of software, as well as the setup and troubleshooting of all equipment

Confidential, Atlanta, Georgia

Cisco Network Engineer

Responsibilities:

• Managed Ruby Tuesday project installation and turn-up of 783 remote Cisco routers.
• Handled escalations and resolved technical issues according to SLA
• Facilitated weekly project review meetings and conference calls.
• Developed project plans for IT services implementation and best management practices to oversee the basic demand for efficient information.
• Managed technical/logistical issues for Confidential customers and Confidential Network Operations Centers in a fast paced 7x24 NOC environment.
• Assisted with installation and troubleshooting of Nortel Passport 4450 voice over frame products.
• Executed trouble tickets and performed desktop support to on-site users, for resolution of Confidential related issues. Performed daily backup of all critical company data