Qualifications

• Several Industry recognized IT certifications including: ITIL v12, CISC CCNA , CISC CCNA Security, CIW Java, Database Microsoft MCSA, CompTIA A , Net , Security , Project , HP, Dell.
• Currently 4 years supporting State Farm Insurance Corporation as a Telephony Applications Technical Analysis involved in the deployment and support of the company's VOIP application/infrastructure.
• 14 years experience as an IT professional in Network/Server Administration and Desktop Support
• 3 years supporting State Farm Insurance Corporate as a Telephony Applications Technical Analysis and Network Support Analyst.
• 1 year supporting United States Marine Corp as a Network/Server Administrator in an Avionics/ F-18 training environment.
• 4 years supporting WellPoint, a large nationwide healthcare insurance company with over 60,000 users. Supported all aspects of their IT/Call Center infrastructure including desktop Dell , Telephony Avaya, Genesys 7 , LAN/WAN Cisco, IDF , and as a Helpdesk Analyst.
• 2 years supporting desktop and networks for local organizations Savannah College of Art and Design and Roger Wood Foods.
• 4 years working as either a lead technician or technical consultant and freelance
• Experienced in repairing, maintaining, installing and upgrading PC hardware and software across various platforms
• Fully qualified t run a support help desk and support end users in a Corporate, Enterprise or SMB environment
• Served as primary trainer for a Service Delivery team spanning several geographies
• DoD Secret clearance obtained in 2010

State Farm Corporate Systems experience

CONFIDENTIAL

• Network/Voice Support Analysis supporting Network/Infrastructure/Voice Cisc for over 18,000 remote offices and Large Operation Centers 120k endpoints .
• Technical Lead for a team of UCCE, Telephony Application Analyst supporting State Farm Computer Telephony Integration UCCE, CTI, Cisc Agent Desktop, CTIOS for 60k end users.
• Largest conversion t the Cisc Unified Communications UC platform in North America 120k endpoints including Call Centers, Operations centers, and Agent Offices.
• Works directly with developers of the customized CAD/CTIOS application through the product lifecycle including testing, deployment installation support , and product improvement.
• Support CTIOS end users as a Level 2 Analyst including: User Provisioning, Cisc IP Phone Provisioning, End user training and support.
• Supported application through 4 version upgrades t all users.
• Key member of UC Technical Observation Post TOP , a group of analyst formed t quickly respond t and recover large UC system outages SWAT .
• Peripheral supported technologies include: CUCM 8.5 and 8.5.4, UCCE 8.5, Exony/Vim 9, Verint 360, WFO, Verint QM, DPA, and eGain.
• Team Lead responsibilities include training and mentored new team members, managing and communicating SLAs, and improved performance metrics.

Department Of Defense IT Experience:

• Coordination with other DoD entities, NMCI, Local SNCOIC, Station IT Security, etc. , and all of the IT systems MATSS used on a daily basis. This provides continuity and increases aircrew efficiency by providing a knowledgeable point of contact that can direct the flow of asset troubleshooting and maintenance.
• SharePoint administration for MATSS Beaufort including site design, user accounts and permissions, and document library facilitator.
• Administration of the TMESS Training Management and Event Scheduling System intranet site which included site design, users accounts, and site administration
• Directly supported 2 electronic classroom environments that contained 1 Application/Active Directory server and 10 client PC. Responsibilities included Server maintenance service packs, antivirus patching, and external backups , as well as Scheduling with the MATSS Operations coordinator for classroom availability.
• Information Systems/Network Administrator for the Marine Aviation Training Systems Site MATSS under the 2nd Marine Aircraft Wing.
• Inventoried and maintained control of over 75 pieces of classified documentation and equipment on a weekly basis.

Enterprise Information Management Experience:

• HP Service Manager for Incident and Request Management including escalation t upper levels of support.
• Knowledge Item creation and analysis
• HP Service Center for help desk ticketing including managing SLAs for a team of 20 and creating custom reports for management
• Marimba Version 6, 7 Package Management including beta testing shrink-wrapped applications before they were deployed t the environment.
• Asset management maintaining all onsite assets including Desktops, Printers, Servers, Laptops, Monitors and working with third party disposal for End of Life recycling.
• In house WellPoint, Inc. desktop deployment system DARS , used for deploying desktop images and applications. Includes creating application templates for different business divisions/needs.
• Guardian Edge Encryption key member of a project t have all assets encrypted by end of 2009. Troubleshooting any issues with encryption software and reporting directly t software engineers.
• Blackberry Enterprise activation of Blackberry Smartphone Verizon and Sprint and Exchange integration.
• Key member of Off Premises Worker project with responsibilities including creating and imaging user's assets that were moving t a work at home environment.
• Vendor management including working with vendors t get support for products out of scope.
• SLA metric reporting and data analyst t make sure my team was meeting weekly and monthly goals and managing those team members that had opportunities for growth.
• Directly supported 5 remote sites Savannah GA, Charlotte NC, Alexandra VA, Washington DC, Charleston West VA, Andover MA. This includes managing 2 desktop technicians with a total of 1000 users.
• Coordinated weekly meetings between other site leads t discuss issues and communicate those issues t upper management.
• Part of a team t begin implementation of ITIL support strategy t the WellPoint environment.
• Security INFOSEC Experience:
• Cisc Certified Network Associate: Security
• Firewall products including: Cisc PIX, Sonicwall, MONOwall, Windows firewall, including configuring routing tables and port forwarding.
• Running vulnerability and penetration testing on LANS and Wireless technologies including WEP/WPA password strength assessment.
• Packet Sniffing with Wireshark and other LAN sniffer products
• Working in a sensitive/ secret data classification environment, SIPRNET

Voice Support:

• Key team member of the largest Avaya t Cisc UCCE/VOIP conversion in North America
• 60k agent call center UCCE support analyst.
• Cisc IP Phone 7960 and Cisc IP Communicator support.
• Installed and maintained over 200 Avaya Digital Phones and PBX version G700, Nortel VOIP, including updating PBX configurations for PBX engineers,
• Running POTS Cross-Connect and RJ-11 installation,
• Plantronics headsets installations and inventory for a 200 user call center.

Call Center and Workforce Management Applications:

Installed and Maintained for 60,000 users

• CTIOS 8.5 SFCTI , Exony/VIM user management, Verint 11, EGain.
• Avaya IPagent version 4 and 5 Installing and maintaining
• Call Care Browser CCB Phone ,
• Genesys 7, CCPulse 7, Configuration manager, Brio

Network /Server Administration:

System Administrator

Desktop Support:

• Manage and execute daily tickets for supported sites.
• Work hand in hand with help desk as a tier 2/3 support analyst.
• Provide End user support for PC and small business, Data Migration
• Imaging and deployment of Microsoft Windows at WellPoint using DARS, Norton Ghost Server and installation media when necessary.
• New PC installs and new employee orientation.
• Worked closely with Managers and workforce management t support end users.

Large Projects:

• Key support analyst for State Farm's conversion from Avaya t Cisc telecom.
• Deployed and supported 60k CTIOS users in under 2 years.
• Migrated and maintained a large call center t Genesys CCpulse version 7 from version 5 in under 2 weeks
• Upgraded a full call center 200 desktops from Windows 2000 t Windows XP while maintaining user data and settings in less than 1 month.
• Raised contractual binding SLA metrics up 2 above 95 once I began managing aspects of the SLA. This decreased fees for Dell associated with not meeting a contracted SLA.
• Ran performance analysis for 100 workstations across the WellPoint Enterprise t determine if upgrades were needed thus saving time and money.
• Worked with developers and analyst t deploy Verint desktop recording t 50 remote users.

Systems and Hardware Experience

• Networking: Cisc 2911, 2811 Ethernet, TCP IP, LAN, WAN, Cisc routers and switches firewalls, EDS, T-1 technologies, Wireless 802.11abg, WEP, SSL, SSH, Proxies, and some Fiber Optic
• Voice: CUCM 8.5 and 8.5.4, UCCE 8.5, Exony/Vim 9, Verint 11, and eGain.
• Business Applications: Microsoft Office 97 Through Office 2013, Microsoft Access databases, Microsoft Active Directory , Microsoft Exchange, Microsoft Navision, Citrix Server 8 , Symantec security products version 8,9,10 , SPLUNK, SCCM, HP Service Manager, VERITAS Backup client
• Operating Systems: Microsoft Windows 9x-ME, Microsoft Windows 2000 Server, Microsoft Windows XP, Microsoft Windows 7, Microsoft Server 2003, Microsoft Vista, Apple OS X , Linux Ubuntu
• Servers: Dell Poweredge R700 installation and maintenance , Hp ProLiant DL585.
• Hardware:, PCs and Apple products, RIM Blackberry 8100, 8300 BES Support , Laptops, Notebooks and nettops , Networked security systems, UPS and Power Protection Systems

Management Experience:

• Mentoring new team members.
• Enterprise Delivery Desktop/Voice Support for Dell/Verizon at WellPoint.

Job Titles and Locations, dates:

Network Support Analyst

CONFIDENTIAL

Systems/ Network Administrator

CONFIDENTIAL

Managed Services

CONFIDENTIAL

Advanced Technical Service Analyst

Field Service Senior Analyst

Field Service Analyst

PC Support Specialist

CIS Manager/ Lead PC Technician

CONFIDENTIAL

Lead PC Technician / PC Support Supervisor

PC Technician / Sales Manager