TECHNICAL SKILLS:

Windows 7/8/10/Mac OS 10x, MS Exchange 2013, Active Directory, LANDesk, Bomgar, BMC Remedy, TCP/IP, DNS, DHCP, VPN, RDP, RDC. SCCM, VOIP, MDM, MAAS360, AirWatch, Blackberry Enterprise Server (BES), Blackberry Desktop Manager Office 365, Office 2016 Click to Run, Citrix, NetMotion Mobility, e - Quip

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Engineer Senior

• Provide technical direction and engineering knowledge for communications activities including planning, designing, developing, testing, installing and maintaining large communications networks
• Ensure that adequate and appropriate planning is provided to direct building architects and planners in building communications spaces and media pathways meet industry standards
• Utilize AirWatch unified endpoint management (UEM) technology tools to manage mobile device inventory along with enterprise App catalog that are distributed to devices
• Manage multiple network infrastructure projects and operational tasks concurrently
• Monitor and maintain network stability and make necessary recommendations for additional resources or hardware augmentation.
• Utilize the Districts RTS (Request for Telecom Services) and FCMS (Fixed Cost Management System)
• Demonstrate broad working knowledge of District-wide telecommunications systems and requirements. To aid in making decisions on guidelines and procedures for use.
• Provide support for VoIP telephony systems Move, Adds, and Changes for telephony request to include programming and deploying of end points
• Responsible for voice systems including phones, gateways, IVR’s, call routing, call queuing and associated systems such as stats boards and call recorders
• Recommend and integrate new Telecommunication Voice, Video and Unified Communications technologies
• Manage the design, build and implementation of tasks for Cisco Unified Contact Center Enterprise solutions as well as provide on-going support for Cisco/Avaya technologies and related systems
• Responsible for all aspects of maintaining, configuring, and sustaining the Cisco Unified Communications environment (VOIP, Video, IM, WebEx, Contact Center) plus Microsoft Exchange integration
• Designing and supporting Telephony infrastructure and its associated software, including but not limited to PBX’s, ACD System Administration, Call Center technologies including CTI integration, reporting, recording and work force management

Confidential, Laurel, MD

IT Support Consultant/ Communication Specialist

• Ensure the timely, accurate, and complete assistance with mobile devices, PC & peripherals support, web and software applications, telecom networking, server/database issues according to set service level agreements and IT procedures
• Deliver technical and customer support service to Executive level end users including installation, configuration, troubleshooting and maintenance of hardware and software to ensure adequate functionality and availability of required information systems in person and by phone
• Utilize IBM Maas360 and imaging tools to manage mobile device inventory along with enterprise App catalog that are distributed to devices
• Coordinating with mobile phone carriers, dissemination of equipment, and management of products throughout the life-cycle.
• Triage, document, and escalate incidents to other IT staff and vendors, as appropriate; Use remote tools to access user desktops;
• Ensure all issues are documented using IT standard documentation into the service desk tracking system and the trouble ticket database and presents weekly reports to the IT Solution Center Manager outlining issues and projects
• Provide support for Move, Adds, and Changes for telephony request to include programming and deploying of end points

Confidential - Wash, DC

IT Support Specialist/Communication Specialist

• Provide end user’s support, training and procedural assistance for all aspects of the IT environment at DPR, including hardware and software support, 3rd party application support, agency databases, network/data support and telecommunications support for a multi-site environment (85+ sites)
• Receive IT service requests and resolve service tickets or escalate to other support entities as needed. Perform incident management to ensure trouble tickets are addressed in a timely fashion according to designated service level agreements
• Coordinate agency Telecommunications services as the Agency Telecommunications Coordinator
• Coordinating with mobile phone carriers, dissemination of equipment, and management of products throughout the life-cycle.
• Demonstrate In-depth working knowledge District's RTS and FCMS systems
• Procure equipment, maintain databases, and disseminate wireless inventory for the agency
• Manage communications network and end-user hardware, software installations, upgrades, and moves, adds, and change
• Demonstrate in-depth knowledge of project management methodologies, financial and revenue audit/quality assurance concepts, techniques and agency policy
• Provide expertise as the agency technical subject matter expert for contract and procurement procedures to develop proposals and contracts
• Responsible for troubleshooting, maintaining and configuration of VOIP telecommunications products and services. Recommend and integrate new Telecommunication Voice, Video and Unified Communications technologies
• Support VoIP telephony systems as well as Cisco IP phones, video endpoints, and Jabber soft clients
• Responsible for all aspects of maintaining, configuring, and sustaining the Cisco Unified Communications environment (VOIP, Video, IM, WebEx, Contact Center) plus Microsoft Exchange integration

Confidential - Towson, MD

IT Support Consultant

• Provide end-user’s Help Desk support in the areas of PC hardware, software, and operating systems
• Analyze and solve reported problems with applications and databases. Communicate and work effectively with IT team members, management and users
• Troubleshoot hardware and OS problems including Windows 98/2000/ME/XP/Vista/7/Mac OS 10x, MS Office 2003/2007, and MS
• Outlook
• Utilize Remedy ticketing tracking software to track issues and report network trends efficiently
• Adhere and work within established policies, procedures and SLA’s

Confidential - Laurel, MD

Government Technical Support Tier II Consultant

• Facilitated Federal, State, and local government agencies with detailed technical support on how to setup/configure data and voice cellular products
• Provide technical support for wireless/data products, and continuously demonstrate proficiency in technical product knowledge providing Federal, State, and local government agencies with detailed technical support on how to setup/configure data and voice cellular products which include smart phones, tablets IOS/Android devices
• Coordinating with mobile phone carriers, dissemination of equipment, and management of products throughout the life-cycle.
• Managed large, diverse teams, participated in several projects, and pilot programs.
• Tasked by management to serve as the Lead Tech on call, and point of contact for less tenured coordinators and management
• Report daily statics, trends, handling escalations, and coaching of peers regarding proper implementation of policy and procedure

Confidential - Largo, MD

Technical Support Tier II

• Responsible for providing a high level of technical expertise adjusting language to match customer needs in a prompt and professional manner with Internet connectivity, VOIP and Digital voice service issues
• Provide operational support to external vendors or local market Field Technicians, operations support personnel, and other technical and business support groups
• Diagnose PC hardware, software, operating system and cable modem and cabling issues
• Provide training and support to other employees on various applications, systems, and technologies
• Demonstrate excellent knowledge of Windows and Macintosh operating systems, internet/IP, web browsers, e-mail and other PC operating and connectivity technologies
• Leverage a variety of software applications to manage customer account information to diagnose and resolve technical difficulties