SUMMARY:

• Systems Administrator | Telephony Administrator | Applications Administrator
• Partner with Senior Management and Peers to Improve Operations and Profitability
• Develop and maintain interdepartmental and vendor communications. Collaborate with all levels of organizations to achieve operational goals. Provide exceptional service to internal and external customers. Oversee project management, quality input / output / feedback, and communication strategies. Areas of expertise include:
• Server Management | Systems Administrator | Telephony
• Business Continuity & Disaster Recovery Plan | Documentation
• Saved $120K / year in phone bills that resulted from being charged for unknown and unused phone lines, circuits, and obsolete accounts.
• Planned and implemented new VOIP phone system, server upgrades, and client implementations.
• Trained 95% of organization on new VOIP phone system when transitioned from analog system.
• Saved $36K / year by switching from multiple mobile phone providers to 1 vendor, and from personal mobile phones to company - owned iPhones for business use.
• Switched company from Blackberry Enterprise Server (BES) to Good Server to work in line with iPhones.

TECHNICAL SKILLS:

Technology and Tools: TCP/IP, Drive Mapping, Citrix, Active Directory, Blackberry Server, Good Server, Shoretel Server including (PCM, Contact Center, Shoreware Director), DNIS mapping, Asterisk for PBX, Amazon Web Services (AWS), Open Text Rightfax, BrightStor, Symantec Ghost, McAfee and Norton Antivirus, Microsoft Exchange Administrator, Terminal Services, Citrix Management Console, Microsoft Management Console, BMC, RemedyForce, Salesforce, Pinnacle ID Badge Security System, Windows 2008, Linux, Microsoft Office, Excel Macros (VB), Excel formulas, GoToMeeting, WebEx, Adobe Professional, HTML, XML, Crystal Reports

PROFESSIONAL EXPERIENCE:

Confidential, Matawan, NJ

Integration Specialist II

Responsibilities:

• Configure and build API and Flat File integrations in an Applicant Tracking System
• Build custom integrations for companies who partner with HRIS, security screenings, and assessment companies
• Build Excel formulas for flat file integrations
• Test API integrations via REST API application for vendor testing
• Troubleshoot API calls via platform logs
• Manage multiple project timelines and ensure integrations are completed by required deadline
• Develop resources and modules for external clients
• Develop a working relationship with our clients, vendors, and partner vendors
• Excellent customer service

Confidential, New York, NY

RemedyForce Consultant/Contractor

Responsibilities:

• Work extensively with our RemedyForce vendor and with BMC to perform configuration changes and troubleshooting issues in RemedyForce
• Analyze and maintain workflow, access, information, and security requirements
• Develop and maintain naming conventions of picklists, report folders, dashboards
• Test and Execute all configuration changes
• Perform RemedyForce upgrades and test functionality
• Perform manual or automated data entry/data clean-up
• Manage and implement customization requests by the business, including but not limited to:
• Create and maintain Reports and QuickViews
• Creates and maintains all Service Requests (forms) within Remedyforce

Confidential, West Palm Beach, FL

IT / Telecommunications Project Consultant

Responsibilities:

• Developed and programmed functioning phone system, supporting Telecom implementation for Start-Up company, using Amazon Web Services (AWS).
• Configured Inbound and Outbound Trunks to coincide with the telecomm vendor that supplies the company's local and toll free numbers.
• Configured Inbound and Outbound routing and transport settings for Network Protocols (UDP, TCP, TLS, or WS), and dial pattern wizards for user dialing permissions.
• Configured Network and Security groups for voice services (SIP, RTP, IAX, TFTP), and for inbound internet access for (SSH, HTTP, HTTPS, PPTP VPN).
• Configured SIP settings with NAT settings for IP configuration, External IP settings, and Local networks settings; Codecs; video support; RTP timers and port ranges.
• Documented all steps of deployment, owner and staff on Asterisk PBX functionality.
• Participated in weekly consultations meetings with owner, determining project scope and providing updates on progress.

Confidential, Little Falls, NJ

Systems Engineer

Responsibilities:

• Planned and implemented Shoretel VOIP telephone system server upgrades, configuring and modifying IVRs and call flows for our Contact Center, and managing new client implementations.
• Served as liaison between Confidential and AT&T, managing 200+ local and toll free phone numbers and network circuits through phone service provider, adding and disabling lines, and rerouting calls during disaster situations.
• Assisted with the migration of 1000 users from Exchange 2003 to Exchange 2007.
• Assisted with upgrading Open Text Rightfax from version 8.5 to 10.5.
• Upgraded BMC and migrated data from BMC to RemedyForce, diagramming new system to suit internal and external customer service needs.
• Created Telephony, Office Security, and Fax sections of Business Continuity and Disaster Recovery Plan, ensuring employee access to systems during emergencies.
• Created and executed all infrastructure validation IOQ / OQ / PQ scripts for multiple FDA and Client audits, verifying servers functioned as expected, and in compliance with 21 CFR Part 11.
• Supported IT compliance by developing and updating company's Statement of Work (SOW), Work Instructions, and Working Practices.
• Negotiated and renewed vendor service contracts, ensuring continuation of service agreements and minimizing disruption in business operations.

Confidential

Service Desk Manager

Responsibilities:

• Supported and maintained Shoretel VOIP telephone system and its reporting tools, troubleshooting system issues, creating customized reports, and creating and modifying call flows for the business and Contact Center.
• Managed performance requirements of service level agreements (SLAs) and ongoing compliance, overseeing 100% of requests, monitoring incidents and problems, and resolving escalated issues.
• Coordinated urgent and complicated support issues, ensuring free flowing information within organization between IT, Management, and Account Executives.
• Evaluated new software and hardware communications solutions, maintaining knowledge of new technologies, supporting improved productivity, and reviewing service costs.
• Determined root causes of service issues, communicating results to vendors, customers and management team, and ensuring timely resolution; Analyzed and reported outages, the cause, and corrective actions to Management.
• Trained and mentored Service Desk Specialists, coaching staff members on desired performance and preparing staff for promotional, career opportunities.
• Maintained company's SOWs, Work Instructions, and Working Practices, updating documents to ensure accuracy and in compliance with 21 CFR Part 11.
• Participated in quality assessment reviews and audits, complying with internal and clients' regulatory requirements.

Confidential

Communications Administrator

Responsibilities:

• Supported and maintained Shoretel VOIP phone system, Shoretel Server, and reporting tools, ensuring minimal disruption to business operations, and achieving performance goals.
• Configured Route Points, Auto Attendants, Workgroups, IVRs, DNIS mapping, and call flows for the company and for clients; debug and fix issues with Trunks, PRIs and Call Routing.
• Deployed and configured Shoretel IP Telephones such as models Shoretel 230 and Shoretel 265 to approx. 100 employees.
• Installed POTS Lines for Business Continuity during disasters and outages.
• Monitor T1 circuits for errors and open trouble tickets with vendor (AT&T) for repairs.
• Served as liaison between Information Technology, Business Units, and Telecomm vendors for upcoming telecomm projects.
• Monitored communications technology vendor agreements, tracking contract expiration dates to ensure service continuation.
• Supported and maintained Blackberry Enterprise Server, user access, troubleshooting server issues, ordering and porting phones, and managing employee upgrades.
• Supported and maintained Salesforce for our Sales team.
• Supported and maintained Pinnacle ID Badge Security System, ensuring appropriate access and safety of employees.
• Updated company's SOWs, Work Instructions, and Working Practices, ensuring compliance with IT requirements and in compliance with 21 CFR Part 11.

Confidential

Senior Customer Support & Senior Helpdesk Analyst

Responsibilities:

• Provided 1st, 2nd, and 3rd level technical support, servicing networks, desktops, laptops, printers, software, and MS Office Suite.
• Resolved networking issues with Domains, IP addresses, cabling, Email, Fax Server, LAN/WAN, Routers, DNS, DHCP, print server, and network printers.
• Troubleshoot Remote Access RSA SecureID/VPN issues.
• Performed network administration by managing user access through NT 4.0 domain, Active Directory, Exchange and Rightfax, and resolving telephone MAC requests.