SUMMARY:

To work as a Network Support/Tier I & II NOC/Technical and Desktop Support /Project Manager for a leading edge company and provide Technical Support but to also be a solutions provider and to be part of a team that thinks outside the box and provide creative solutions for client applications and Technical Solutions to improve Network and support Company Growth

TECHNICAL SKILLS:

Project Management Certification, LAN/WAN infrastructure

PROFESSIONAL EXPERIENCE:

Confidential

NOC TECH / Desktop Support

Responsibilities:

• Maintenance of hardware connectivity via Ethernet cabling, Cat 5 & 6 and fiber connections and jumpers within racks, cabinets and raised floor panels to DEMARC and termination points power cabling as well
• Support and maintenance of user hardware and some software apps
• Isolate mail server issues via help desk and Remedy tickets and network alerts
• Monitoring of MS and Unix based OS's isolating traffic flow and server cluster flow using network tools i.e..HP network 3760, KVM monitors to ID node issues
• Troubleshoot alarms and perform failover of A and B nodes within network
• Support of Cisco 3200 series routers and 7900 switches ensuring proper IP addressing and basic configuration protocol for network environment
• Support of Windows 2003/2008 domains and Active Directory and MS clustering technologies
• By redirecting data traffic to redundancy clusters to ensure user access
• Configuration of email clients w/Outlook Outlook Express Entourage and Thunderbird
• Support of Access methods POP, IMAP, HTTP OWA, MAPI and SMTP mail flow servers
• Ensuring that server nodes are performing optimally also working with Exchange Admins on software issues
• Troubleshooting of mail servers issues including HD and storage
• Data backup through EMC SL 500 hardware and archiving data archived onto 1.5 GB tape backup
• Able to access and perform basic commands on UNIX based systems and windows mail servers

Confidential

Tier II technical Support

Responsibilities:

• Performed technical support for the customer bundled services including voice cable and internet
• Troubleshoot internet access speeds and modem settings as well as customer restriction settings
• Performed testing and troubleshooting of voice access and voice modem settings via phone
• Worked with field techs on customer site as well as company network engineers on settings and access
• Worked rotational schedule and also very heavy customer interface with measurable departmental performance task

Confidential

TIER II Technical Support

Responsibilities:

• Responsible for support of Apple hand held wireless devices iPad,iPod,iPhone and the iOS technologies
• NOC applications worked as part of NOC team in various shifts 1st,2nd and 3rd shifts monitoring network and assisting tier II in network trouble shooting using Noc tools ie..HP openview
• Coordinating field techs to do testing with NOC and vendors also carriers in circuit testing
• Responsible for network support in the wireless iOS
• Network monitoring and NOC protocols
• Works with all corporate functions to resolve technical and operational issues with all customers
• Performed and reached call and support metrics 97% logging, 12minutes 14 second average call handle time including tech resolution, 94% resolution and only a 2% call redirect to other support areas
• Formally trained by Apple Engineering team on iOS operation and functionality
• Provided support for iTunes and its compatibility and synchronization of its OS and devices
• Support of Wi - Fi and Apps download support

Confidential

IT Sales Engineer

Responsibilities:

• Liaison between Tech Support group and Engineering regarding Trains customers on both new products and configurations to optimize their networks.
• Support of client network protocols MPLS, SIP integration as well as BGP and iBGP protocols in layer 7 Application layer in OSI Model
• Useful knowledge of TCP/IP and internet protocols
• Assisted sales in technical solutions for DOD/DOE through Government Procurement
• Supported client with VMWare software to consolidate PC/MAC users on same network
• Responsible for organizing, creating content and presenting training materials
• Responsible for organizing, creating content and presenting training materials
• Ability to prioritize tasks; maintain work flow; and meet deadlines and goals
• I facilitated the relationship building process with clients and developed Network upgrades and IT solutions to meet customers needs
• Ability to effectively respond to frequent demands from multiple customers Technically competent; ability to solve unfamiliar problems Ability to prioritize tasks; maintain work flow; and meet deadlines and goals
• Responsible for Lawrence Livermore National Labs Government facility as my primary client I was responsible to meet there IT software, hardware and IT solutions needs
• I use my ability to perceive the needs of customers through conversational interaction and translate those needs into IT solutions both hardware and software and the over all Infrastructure
• I developed relationships with new and existing clients and along with our sales team developed Network solutions for our clients and maintained the overall good client support
• I am also able to understand and present the overall benefits of the companies technical solutions

Confidential

Assoc. Engineer

Responsibilities:

• Responsible for the circuit design of cell back haul using MetaSolv software
• Supervised technicians in the installation of Hardware and Services
• Responsible for cabling and connectivity via CAT 5 and fiber connections to hardware and throughout the NOC and Switch facilities
• Responsible for Client problem resolutions and the development of client relations
• Interfaced with Vendors in the negotiation of equipment and cabling installation
• Responsible Network design using MetaSolv software
• Test and turn up of back haul networks testing Gig-e circuits don to the T-1 level
• Remote access of the Axerra AXN -10 and 1600 as well as support of the Cienna front end equipment test performed via the JDSA HDSL tester
• Formerly trained by Manufacturer for BRIX and CIENNA as well as MetaSolv
• Performed DLR and EDP updates in the STELLENT data management software
• Responsible for installation and Maint of Cisco 6500 series VoIP hardware and software applications
• Testing to various CISCO routers within the network and backbone
• Daily functions include circuit design, network design, circuit input and network management for Cell Back Haul project for T-Mobile network

Confidential

IT Desktop Support Consultant/Support Engineer

Responsibilities:

• Duties included setup and maintenance of the Apple network on the MAC OS 9.0
• Developed and maintained relationships with clients and end users with respects to there Networks
• Supervised 6 technicians on Desktop delivery and application of setup on network
• Performed cabling and network connections through CAT 5 and Fiber to the Ethernet cables
• Maintenance of NICE voice recording Network input call log information as well as archiving of recorded tapes there were off site archiving as well addition of new extensions as part of the NICE network
• Monitored network using SNMP Protocol to manage devices all through layer 7 application layer of the OSI model using generic traps ie.. cold start trap (0) warm start (1) and link down(2) back to the agent by way of the MIB's to the OID object ID's
• Usage of HP OVERVIEW as network management tool in conjunction with SNMP to maintain Routers, hubs and switches in the network
• Cisco Routers and Catalyst switch installed for Data Network applications
• Testing of iPhone applications downloads. SMS Messaging, Text Messages and Inbound/Outbound calls as well as mobile internet access
• Create Matrix for next level testing and process control for Tier II and operations
• Installation and support of the DHCP server assigning IP and subnet addresses
• TCP/IP and MPLS protocols used in network configuration
• MAC in call center environment 450 call center agents 2 shifts on call in rotation to support center
• Cisco VoIP 65xx Support and Maintained Cisco Unity application as well
• Installation of phone network using Soft Phone application
• Responsible for software upgrades and changes on the I MAC platform
• Training received from Apple certified trainers on MAC application and OS

Confidential

Network Analyst II NOC

Responsibilities:

• Demonstrated customer service skills
• Interfaced with clients on the retail level and retail Operations with regards to network issues and resolutions
• NOC environment 24/7 worked 1,2 and 3 shifts
• Monitored network using SNMP Protocol to manage devices all through layer 7 application of the OSI model using generic traps ie.. cold start trap (0) warm start (1) and link down(2) back to the agent by way of the MIB's to the OID object ID's although not responsible for the NMS were did run network test from "agent " to "manager " in network via UDP port 161 and 162
• Testing of Various handsets, Blackberry,Treo,and Smartphone applications test for Inbound/Outbound calls ,SMS Messaging, Text Messages and Data network access
• Document process and create Matrix for next level testing
• Testing of BTS antennas and functionality of devices and radius of call area
• Supervised 5 technicians on site maintenance, upgrades and trouble ticket resolutions
• Demonstrated technical skills in data networking or closely related field
• Knowledge of central office transport equipment including test methods
• Understanding of ATM and/or frame relay service
• Knowledge of MPLS and MPLS VPN
• Knowledge of 3G/1X, EV-DO and Mobile IP
• Demonstrated understanding in some of the following standards: LAN/WAN fundamentals, BGP, OSPF, QoS , MPLS, ATM, SIP, TCP/IP, CDMA, Frame Relay Ethernet and GSM
• Network Planning for new cell sites ensuring circuit delivery via carrier planning for site user growth by utilizing equipment specs and traffic reports of site
• Maintenance of Meridian Mail VM and IVR systems also Call Accounting System as well as the Meridian