Career Profile

An Information Technology Professional with extensive technical and non-technical skills that is capable of working in a high-pressure work environment independently with minimum supervision and as a group. 10 years of hands-on experience with problem analysis, problem solving and customer support. Strong interpersonal skills. Exudes a cooperative and respectful attitude towards fellow employees, customers and a company's values. Expert in strategic planning, project coordinating and ensuring timely solutions to stakeholder's business requirements and needs. Experienced, reliable and accountable professional that has worked in a regulatory framework and is knowledgeable of general regulatory environments in a major corporation. Strong sense of moral attitude and responsibility. Ability to apply analytical and critical thinking skills to reach solutions involving a variation of variables. Expert in managing and processing information effectively in a demanding business environment. Ability to take initiative and handle multiple tasks simultaneously while being efficient and effective with meeting project deadlines. Extensive understanding of information technology concepts, principles and methods for successful business operations.

Expertise

• Critical Thinking Strategic Planning Network Infrastructure
• Documenting System Failures Network Analysis Operational Procedure
• Oral Communication Network Operations Customer Support Strong Organizational skills Team Collaboration Meeting Compliance Project Coordination Strong Interpersonal skills Written Communication Network Installation Preventive Maintenance Problem Analysis
• Network Troubleshooting Managing/Processing Information Analytical Reasoning

Technical Knowledge/ Skills

• Virtual Machines Citrix XenServer, VMware Firewalls Full backups
• Differential backups LAN WAN
• ISDN VLAN DNS
• Remedy ticketing system Active Directory Adtran routers 900 Cisco routers 7600, 2400, 1900 Network troubleshooting tools Windows OS
• Access Control Lists ACL Group Policy Password Policy
• Security Policy access control lists ACL Cisco Switch
• Configuring switches Incremental backups Windows Server 2008 R2
• Wireshark Spirent REACT T1 Testing Putty
• Alcatel 5ESS Switch VitalSuite Network Performance Management
• Genband C3/G9 Switch MPLS DHCP
• Metasolv Solution M6 Multilink Frame-Relay DS1/T1 Troubleshooting
• RIPv2 EIGRP OSPF

Professional Experience

Confidential

Enterprise Network Analyst

• Perform technical analysis of system T1 circuits and outages as they occur across customer's enterprise networks.
• Performs initial troubleshooting, problem analysis and isolation of IT system events.
• Coordinate the process of resolving and repairing issues related to the OSI physical and network layer which may include Time Division Multiplexing, ISDN, VoIP and IP products and services.
• Identify business needs or requirements and providing resolutions to an extensive range of complicated business issues through strategic planning by coordinating and collaborating with functional teams.
• Collaborate with other business functional areas en route to a final resolution of the stakeholder's business needs or requirements.
• Perform research to troubleshoot and resolve T1, T3 and OC12 issues involving bouncing and down hard circuits.
• Produces, maintains and updates written procedures.
• Escalating complex issues to higher level administrators or referring issue to the local exchange carrier i.e. Verizon, AT T, Century Link, etc. .
• Coordinate vendor meets between local exchange carrier and customer equipment vendor for the stakeholder.
• Coordinate with other Windstream internal business functional areas and escalating at my discretion.
• Responsible for researching and documenting various mitigation strategies while maintaining knowledge of customer premises equipment setup and technologies.
• Apply a change driven approach during business process improvement and planning.
• Able to prioritize a remediation of issues that has critical requirements.
• Troubleshooting of customer's enterprise routers. ping, traceroute, nslookup, reloading CPE, verifying multilink and multiframe status, verifying connectivity in Frame-Relay switching .
• Centralized repairing, troubleshooting and testing environment that included answering telephones, logging events in a ticketing system, and providing technical support and repair coordination
• Provide timely response to all incidents, outages and performance alerts. Isolating issues that require escalating to other functional areas.
• Collect and review performance reports from routers, switches, VitalSuite network performance application and various system to rectify issues at hand.
• Monitor a wide variety of information and network systems that include, but not limited to telecommunications circuits, LAN/WAN systems, routers, switches, VOIP systems, PRI and core applications Metasolv Solution M6, Spirent REACT Test, Genband C3/G9 .
• Responsible for acting as the primary interface between customer and local exchange carrier concerning service issues and outages. Acting as primary contact to the customer while providing customer timely updates during the process of resolving the specified business issues.
• Perform DS1/T1 testing and operational tasks to identify ongoing issues with customer's circuit and service.
• Research and document all actions taken with local exchange carriers, vendors and customers.

Confidential

Complaint and Appeals Analyst

• Maintain knowledge of regulatory environment and adapting to changes within regulations.
• Identify trends or emerging issues and recommend solutions.
• Having a thorough understanding of business ethics, state and federal regulations and health privacy laws
• Utilize critical thinking, problem solving and analytical reasoning to reach a determination.
• Communicating with clients, providers and regulators through verbal and written communication to provide a clear assessment of appeal that is understandable.
• Providing an open line of communication with clients, providers and other working individuals.
• Collaborate and build relationships with other functional areas.

Confidential

IT Operator

• Applying core security principles, polices, procedures, and tools throughout the department to ensure confidentiality, integrity, and availability of systems and data.
• Monitor network and systems to ensure high availability.
• Logging system performance and creating reports concerning network traffic.
• Adding users and computers in Active Directory in Windows Server 2008R2.
• Add users to group policies and apply security policies to users, computers or groups.
• Telnet to remote router and computers to access programs/information/databases
• Troubleshooting of routers and switches.
• Relocating networking devices: desktops, switches, routers, servers.
• Working alongside management to provide accurate solutions to advanced computing problems
• Performed differential backups, daily backups and full backups of all files, directories and servers to ensure availability.
• Handling of basic level networking problems and collaborating with management on advanced escalated issues.
• Assisting upper management on advanced networking issues and providing input on ways to overcome technical difficulties while enhancing IT department capabilities.
• Troubleshooting and maintenance of printer hardware.
• Configuring and troubleshooting network connectivity between routers and switches
• Compiling and analyzing network performance reports to minimize network failures.
• Detecting and consulting with management on how to troubleshoot network issues.
• Rebooting failed servers, login failures and escalating irreparable issues to upper management.
• Enforcing written operational procedures and administered scheduled maintenance on network devices.
• Performing network diagnostics and initial troubleshooting.