Summary of Qualifications

Seasoned technical service management professional with a wide degree of creativity and latitude to solve problems and collaborate with management, customers, co-workers and third party companies within changing business and technological environments. Experience includes assistance with planning, training, and implementation which has led to positive customer feedback and satisfaction. In addition to having an Information Systems-Master of Sciences degree, I am currently pursuing an additional degree in Computer Information Systems with emphasis in UNIX, Linux, database management and programming.

Skill Proficiencies

Technology Application Experience

Professional Experience

Network Design Engineer Tier II

Confidential

Confidential Tech Solutions as a System Test Engineer for the development and testing of the Stealth security solution. This includes identifying and resolving defects prior to production utilizing computer, networking and basic programming concepts. In addition, my experience in network engineering and security has enhanced Confidential solutions and related services.

Key Responsibilities:

• Create and maintain physical and virtual test environments
• Design and execute test plans and scenarios
• Document test results and maintain the defect tracking system
• Troubleshoot anomalies and issues in Unix/Linux/Windows environment
• Create queries, scripts and automation to improve testing efficiency
• Provide technical support to field
• Assist in providing installation and troubleshooting steps to technical writers to accomplish creating the technical manuals of the Stealth Solution. This includes verifying functionality of the manuals work with the Stealth Solution

Confidential DeviceIP department, by both NCS Technologies and Insight Global as a System Engineer performing the same duties. Monitored Xymon and performed scheduled maintenance on Linux, DHCP, DNS, TFTP, and other internal servers. Completed processes and procedures for maintenance, daily work, and troubleshooting. Collaborated with internal groups on IP, DNS, class of service, and provisioning requests. Oversaw DHCP, DPE, TFTP, RDU, and DNS network devices. Proficient in reading and working from Standard Method of Procedures SMOPs for maintenance and daily work.

Key Responsibilities:

• Managed tickets from various IP Address Management IPAM and Remedy queues. Responsible for handling requests from other groups, such as DNS requests, changes to DHCP and DPE servers
• Worked within database tool that tracked server information such as names, IP, console connection information, and GUI Links.
• Implemented changes to hot swap maintenance within policy guidelines, ensuring no mistakes in entering correct information

Confidential

Product Application Engineer

• Technical expert supporting Honeywell bar code scanners, Mobile Computers, Bioptic In-Counter, OEM Technologies, Remote Master Mind, and Total Freedom software
• Methodological subject matter expert with a wide degree of creativity and latitude to provide top-level escalation troubleshooting for scanning, imaging, mobility, and Bluetooth products
• Product representative for product development and product life cycle model in project teams
• Reproduce product field issues and troubleshoot to provide a solution
• Develop and provide product-related technical trainings, both verbally and in writing
• Skilled in developing solutions used to identify, research, and resolve technical problems
• Involvement in project management encompassing the development and release of new products

Confidential

Network Design Engineer Tier II

• Provided support and point of contact for the security command center
• Routers, switches, servers, frame-relay and ATM circuits, point-to-point circuits and ISDN circuits, UPS, CSU/DSU and security devices such as firewalls
• Managed TSA Transportation Security Administration network 25 private companies
• Promoted 2nd level Support Change Management IMAC
• Skilled in processing change management request including installs, moves, add, and changes IMAC to client networks. Facilitated the completion of IMAC projects
• Managed devices applied to Smarts, HP OpenView and Solarwinds Orion management software
• Created load templates to manage devices within Unix environment and added firewall rules, update database
• Provided on-call and escalation support for the operations engineering group during off hours
• Update and created SharePoint webpages to provide technical updates to the US and India engineering teams
• Communicated directly with stakeholders and external organizations to manage customer networks

Confidential

Technical Support Manager

• Restructured the technical support department to a collective multi-platform support team supporting dial-up, DSL, and dedicated ISDN customers
• Instituted a tier level system based on technician skills and customer needs
• Responsible for hiring and staffing 24/7 zero down helpdesk
• Provide training for Help Desk employees
• Accountable for developing and managed the Voicenet Customer Support webpages, internal technical support manuals and training materials relevant to Windows, Macintosh and Linux Operating systems