SUMMARY:

• Solution - oriented IT professional with over 10 years of notable success in providing support to a broad range of end users while participating in installing, implementing, configuring, monitoring, managing, and troubleshooting network, security and voice related concerns
• Proven track record of driving open issues to resolution and meeting aggressive goals and objectives
• Ability to interact/communicate effectively with all levels of the organization, vendors, and clients remotely and on-site
• Able to coordinate and direct all phases of project-based efforts while managing, motivating, and leading project teams.
• Constantly focused on improving customer service through improved infrastructure
• Able to present & negotiate at all levels in a non-technical manner.
• Understanding of Change, incident and problem management.

TECHNICAL SKILLS:

Hardware: Cisco Routers (2800s 2900s), VPN Routers (Cisco 881), Cisco Catalyst Switch (POE), Wireless Access Points, Valcom, Infomacast and Trunk-Level Paging, ATAs (fax)

Operating Systems: Microsoft Windows operating systems from 95, Mac

Networking: Ethernet, Multilink,T1, Fiber Optic, HCF, DMVPN, FTP, BGP

Telecom: BVOIP, QoS, Gateways, SIP trunk, POTs, PRIs, Cisco Call manager, Cisco Unity Connections, UCCX, UCCE, Cisco IP communicator, Cisco Jabber, AQM (monitoring call recording), Video Teleconference, CRM Power phone

Security: Cisco Secure TACACS+, Cisco ASA/ASDM, AnyConnect, Cisco VPN client, VPN concentrator, Airtight Solution (WIPS), Citriix Netscaler, Checkpoint, SAP IDM, CyberArk, Splunk

Tools: Microsoft Office, Go2Assist, Remote Desktop, Remedy, Active Directory, SharePoint, Adobe connect, Virtual PC/MAC, Password Management, Saas Platform Incident Reporting, Ad-data express, Symantec Ghost, Windows System Image Manager, HP service manager (SM9), WebEx, Live meeting, Microsoft Lync, PRTG, Spectrum, NetAuto, Network Node Manager

PROFESSIONAL EXPERIENCE:

Confidential

Service Manager

Responsibilities:

• Responsible for identifying and driving enhancement of Security operations for our internal and external customers through adoption of our IAM, Network Security, Data Security, Application Security, CyberThreat Prevention services
• Serve as a subject matter expert to the business stakeholders and understand their core business processes, business priorities which can be enhanced using IDM solutions
• Collaborate cross-functionally with other technology teams and security policy organization
• Experience with roadmap ownership, use case creation, strategy development, KPI development, and customer relationship management
• Mentor other members of the team on Security Operation best practices
• Responsible for making moderate to significant improvements of processes and systems to enhance the performance and experiences of our internal and external customers
• Maintain, improve and support account provisioning, role management and request/approval process
• Ensures Audit compliance with the Access Management process, policies and procedures
• Able to provide recommendations of security improvements by assessing current efficacy of current capabilities/solutions, evaluating trends and anticipating requirements
• Capture customer objectives and develops support strategies that map to IAM service offerings
• Measure and report on value delivered to customers
• Advocate for new/enhanced IAM services on behalf of customers
• Serve as technical resource on select IAM initiatives

Network Analyst II

• Troubleshoot WAN connectivity issues which includes main campus environments in North America and Europe, along with major Distribution Centers and branch sites
• Handle day-to-day Cisco ASA Firewall administration as well as VPN connectivity across multiple environments.
• Perform router maintenance on various Cisco routers and switches.
• Troubleshoot and isolate network failures and performance issues; work closely with vendors for resolution
• Document and update all network procedures and configurations.
• Perform configuration in Cisco Call Manager, Cisco Unity, UCCX, UCCE and additional VOIP systems as needed for proper call flow, routing and VoIP operation
• Configure and place Cisco VoIP telephony devices. Process service requests to move, add, and changes, deletes (MACD) to the CUCM
• Construct voicemail (Unity Connections) box and process moves, adds, changes, and deletes to voicemail systems.
• Responsible for the sharing, maintaining, and creating knowledge documents related to voice and network services
• Assist with supervising staff performing network support tasks, directing teams and projects to successfully meet information technology goals and initiatives
• Researches Network support trends and operational best practices; monitors the progress and attainment of initiatives and goals and effectiveness of services.
• Assist with maintaining staff by recruiting, selecting, orienting, and training employees; developing personal growth opportunities.

Confidential

LAN Administrator

Responsibilities:

• Establishes and maintains user e-mail accounts
• Provide e-mail documentation and update user manual as needed

Confidential, Norfolk, Virginia

Lead Field Technician

• Installing, configuring and maintaining desktop and laptop PCs and peripherals such as printers
• Troubleshooting and repairing hardware and network connectivity issues.
• Removing old equipment and performing data migration to new machines
• Complete physical validations and inventory of all technology equipment at the sites prior to the PC refresh.
• Performing on-site tasks to migrate impacted computers from legacy environment/network to new computer environment/network
• Provide user support during PC refresh to ensure limited impact to business processes.
• Diagnose and resolve issues with applications, interfaces, hardware, software, security and system failures

Confidential

Technical Instructor/Trainer

• Directs the delivery of New Hire Orientation, new product and service training, technical systems training, customer interaction training, and soft skills training either face to face or using distance learning
• Plans, develops, and delivers individual and/or group training and instructional programs, using instructor-led, electronic/web-based, and/or multimedia training methods and formats.
• Support development of e-learning solution including distant learning using blackboard
• Performs vendor management responsibilities related to special projects, curriculum development, facilitation, and scheduling of classes.

Confidential

Support Analyst

• Serve as the initial point of contact for provisioning and/or maintenance customer inquiries concerning their fiber-based voice, data and/or video services
• Aid installation & maintenance technicians during service installation and maintenance activities.
• Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
• Apply Basic understanding of communication networking components such as routers, LAN topology, Switch access, Ethernet and Network Interface cards as well as a working knowledge of PC hardware/software functionality
• Understanding of PC components and functionality, the ability to work with customers on the telephone and to isolate/resolve problems with the equipment at a customer location.
• Resolved over 90% of customer issues on first call; initiated premise dispatches only when first analysis failed to resolve original problem, resulting in a per dispatch cost avoidance