PROFESSIONAL EXPERIENCE

Confidential, Hapeville, GA

Operations Manager

Responsibilities:

• Provide daily supervision and direction to personnel supporting the Technology Control Center (TCC) Data Center. Ensure the availability, performance and operational integrity of the Information Systems and Networks serving the Delta enterprise. Communicate the business impact and ensure the right resources are available and engaged to quickly resolve any technology issue.
• Effectively communicate with management, technical teams and Delta business to understand business impact. Track open issues and escalate as appropriate to insure operational success.
• Review support model and identify opportunities for continued process improvement. Responsible for daily administrative tasks and projects which include technical support, point of contact for issues, creating reports, monitoring service levels, interface for customer services issues, etc. Coordinate activities with internal/external technology owners/service providers and participate in weekly Change Advisory Board (CAB) meetings as a voting member.
• Ensure that the Delta IT standards and procedures are adopted and implemented. Consult with other technology groups to ensure operational success. Responsible for reviewing and approving enterprise changes and supporting Enterprise Change Management adhering to ITIL process with go/no - go decisions for select RFC (Request for Change) requests. Keeps abreast of industry trends through bench marking, participation in professional associations in order to lead strategic business direction of department. Communicate the departmental leadership vision/strategy and then manage people and technology to follow that direction.
• Monitors metrics, problems, trends, in order to determine solutions, required process changes that will make the function more efficient.
• Develops both strategic and tactical Emergency Recovery contingency plans to ensure Business Continuity as well as create a safety-conscious environment resulting in employee safety and well-being.

Confidential, Hapeville, GA

Operations Analyst

Responsibilities:

• Serve as the main point of contact in identifying, communicating and assist in facilitating all critical IT operational severity issues. Work with the Network Operations Center (NOC) and Operation Control Center (OCC) as point of escalation for enterprise systems such as MS Exchange, Server Platforms Operations, VMWare, VDI, Storage Systems and 3rd party enterprise weather and flight applications.
• Assess business impact and recommend severity level accordingly.
• Facilitate bridge calls during troubleshooting and engage all necessary Support/SME to resolve issue expeditiously. Provide time critical updates to all management regarding severity status & post all severity online. Monitor business critical application and systems using Netcool and SiteScope alert applications.
• Track status of issue affecting local & international sites to ensure proper support and escalation are engage. Complete daily report on the previous 24 hours business impacts working with Problem Management to identify root cause analysis and improvements.

Confidential , Atlanta, GA

VoIP Engineer 11

Responsibilities:

• Provided technical support to all Field Ops personnel, Dispatchers, Tier 1 / Tier 2 Engineers and issues escalated through ICOMS and Remedy Incident tracking systems. Provide VoIP network management and maintenance with Cisco BTS Soft switch using Secure CRT.
• Resolve QOS issues using EdgeHealth to diagnose RF and house wiring issues. Used Empirix Hammer to Translate call trace to resolve call completion issues from the MTA, through Node, CMTS, Routers, CMS, Media Gateways and SS7/PSTN network.
• Fixed configuration issues using CLI for Cisco IAD 2400 series routers Addressed account and setting issues in Broadsoft to resolve customer reported troubles Engaged underlying carriers to address SIP call completion issues with SIP Peers Run maintenance for Media Servers, Call Agents as well as check status of all Trunk Groups, including troubleshoot and reset CICs when required.
• Audited and complete 911 Trunk Turn Up, as well as coordinating PSAP Testing and Call Routing. Added Translation/Assign Ports for Trunk Turn Up using Nuera BTX 21 Configurator.

Confidential, Hapeville, GA

Help Desk Lead

Responsibilities:

• Responsible for telephone and online support of all IT related issues. This includes application support.
• PC hardware support, LAN, WAN, EVPN and printer support.
• Advanced troubleshooting and administration of Windows based applications, Operating Systems (Desktop and Server) and Server Roles (AD DS, DHCP, DNS, Print Server, File Server, etc.) Provide support of remote users using F5 token and Junos Pulse access. Provide support for Exchange email system. Configure user profiles, analyze and report potential network problems and take corrective actions. Responsible for monitoring and assisting in the overall quality of operations including supervision, motivation, and development/mentor of other Help Desk agents in order to achieve Service Level Agreement & Key Performance Indicators (SLAs & KPIs). Monitor trends and performance changes in current or potential clients. Manage assigned projects and change orders to deliver services in accordance with established objectives, milestones & timelines.

Confidential, Melville, NY

Senior Help Desk Analyst

Responsibilities:

• Provided 3rd level support for residential, commercial customers, and field technicians on VoIP Cablevision network. Served as a lead for technicians and handle escalated network issues. Recognize and communicate trends and departmental needs to appropriate personnel.
• Establish troubleshooting procedures to identify and resolve technical problems.
• Troubleshoot switches, porting and QOS issues for VoIP network.
• Execute testing tasks on VoIP network relating to the soft switches, media gateway, switches and routers. Troubleshoot speed, routing, and all IP related issues for Optimum Online service.