SUMMARY:

• Results - focused leader specializing in driving IT growth by initiating dynamic solutions to support wide-ranging systems eager to offer key experience toward maximizing your success.
• Integral leader who offers proven experience in large-scale systems optimization, including designing, developing, and implementing innovative projects, policies, and processes to achieve continued key growth and productivity.
• Out-of-the-box thinker who demonstrates superior attention-to-detail and sharp analytical talents, including proactively identifying and resolving issues with an ability to see the “big picture” in high-pressure IT environments.
• Excellent communicator who responds to rapid changes while liaising among executives, IT teams, and clients.
• Top performer who contributes skill in planning and establishing initiatives to meet and / or exceed objectives.

EQUIPMENT AND OPERATING SYSTEMS USED:

Microsoft Windows Server, Microsoft Windows, Microsoft SQL (Server 2008, Server 2008 Express, Server 2005, Server 2005 Express), Perfect Forms, Linux SUSE Server 9, Server 10 Ubuntu, Red Hat, ESX Server, MySQL, Unix, Blackberry Enterprise, OS, Expressions Studio 4, Adobe Creative Suite (CS5, CS4, CS3), Apple (OS X, OS X Server, IOS, IOS Development), Microsoft Office (2007, 2010, 2011), Visual Studio (2008, 2010, 2011, 2013) Light Switch, Symantec Ghost, Samsung iDCS 500, IBM AS400, Oracle Retail Systems, DIGIPOS, Micros Retail Systems, IBM Register Systems, Cisco Routers (2921, 2811, 3745) Cisco Switches (2950, 3524XL, 3560) Cisco Wireless Access Points (1100, 1131, 1200, 1252, 1300) Cisco Adaptive Security Appliances (5505), Cisco Phones (7942, 7920, 7921, 7925G) Cisco Unified Communications Server, Cisco Application Centric Infrastructure

PROFESSIONAL SYNOPSIS:

Service Delivery Manager

Confidential, Jacksonville, Fl

Responsibilities:

• Maintain high performing service support functions including IT Service Desk, Desktop Support and Vendor Support
• Owner of the incident, request, change and escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Accountable for the quality of Service and performance; ensuring future demand from growth, and projects is understood and factored into capacity plans for all associated systems.
• Drive internal and third party service review meeting covering performance, service improvements, quality and processes
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services

Network Engineer

Confidential, Jacksonville, Fl

Responsibilities:

• Established networking environment by designing system configuration; directing system installation; defining, documenting, and enforcing system standards.
• Maximized network performance by monitoring performance; troubleshooting network problems and outages; scheduling upgrades; collaborating with network architects on network optimization.
• Secured network system by establishing and enforcing policies; defining and monitoring access.
• Updated job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Accomplished information systems and organization mission by completing related results as needed.
• Reporting network operational status by gathering, prioritizing information; managing projects.
• Cisco Application Centric Infrastructure deployment preparation’s (APICS, spines and leafs)
• Created Ansible playbooks and Python scripts for ACI routing OSPF, BGP and EIGRP, researched other automation scripts before project was redlined due to budget constraints.
• Work with various hardware including Checkpoint Firewalls, Fortinet Firewalls, Nexus 9k, Nexus 7k, Nexus 5k, Cisco Routers (2921, 2811, 3745) Cisco Switches (2950, 3524XL, 3560) Cisco Wireless Access Points (1100, 1131, 1200, 1252, 1300) Cisco Adaptive Security Appliances (5505),

Telephony Engineer

Confidential, Jacksonville, Fl

Responsibilities:

• Configured Cisco Phones IP Series Phones (7942, 7920, 7921, 7925G, etc), in UCCE Platform to provide voice communication for employees.
• Configured Cisco Voicemail services in Cisco Unity Platform.
• Configured Cisco Finesse for Remote Users to use Cisco Softphone Functionality.
• Installed I-3 Agent, Supervisor and Server Tools as well as reset user passwords.
• Assisted with UCCE Rollout to multiple remote offices.
• Primary point of contact for Harmony Recording issues.

Desktop Support

Confidential, Jacksonville, Fl

Responsibilities:

• Managed and Oversaw Windows XP to Windows 7 Upgrade including contacting employees, imaging computers and transferring data from the old computer to the new one.
• Resolved various issues with users, including password resets, workstation performance issues and virus mitigation.
• Configured and Deployed WDS Server for Desktop Support Imaging Purposes.

Engineer Maritime Solutions

Confidential, Melbourne, Fl

Responsibilities:

• Oversee multiple Asterisk VoIP systems in redundant client/server relationships.
• Configured Cisco Phones (7942 series) to provide voice communication from vessels and remote areas via a VSAT link
• Assist field service technicians with on-site troubleshooting and acceptance testing.
• Operate iDirect managed satellite voice and data service for customers in remote and harsh environments
• Remotely drive and control Orbit Marine and SeaTel gyro-stabilized satellite dish systems on both C- and Ku bands across multiple satellites and multiple transponders globally.
• Diagnose and isolate connection degradations and failures.
• Formulate and execute corrective actions for incidents and anomalies.
• Proactively manage voice and data routing to ensure the best customer experience.
• Compose and debug SecureCRT/Python scripts to streamline workflow and automate repetitive tasks.
• Thoroughly document issues and their solutions in the incident management system.
• A dminister a dynamic searchable internal documentation system.
• Author technical work instructions to document frequently used procedures.

VSAT Engineer

Confidential, Killeen, TX

Responsibilities:

• Utilize broad scope of industry knowledge to install VSAT (Very Small Aperture Terminal) systems in remote locations for military support in Afghanistan ranging from .96m to 3.8m fixed systems and auto deploy systems, including configuring iDirect and Comtech satellite modems to establish link, commission dish, and join network.
• Responsible for 4.5 Million dollars of government hardware and software, both production equipment as well as spare equipment in the event of system failures or additions to staff.
• Install and troubleshoot small, medium, and large office LANs that used Cisco ASAs, Routers, Switches, Wireless Access points, Cisco VolP, Cat 5 and 6 Ethernet Cables, Fiber and other hardware, including tracking, maintaining, and updating service tickets, as well as writing comprehensive reports to summarize various steps taken to remedy any communications issues.
• Configured Dial Peers via Cisco IOS on a 2921 Cisco Router, as well as configured Cisco Phones (7942 and 7925G) to work on Combat Outpost.
• Develop and deliver weekly reports to site management, U.S. Army, and executives in Afghanistan and the U.S.
• Served as an integral point-of-contact for technical problems for a 60+ user network on a remote Combat Outpost.

Support Services Agent / Network Engineer

Confidential, Jacksonville, FL

Responsibilities:

• Strategically steered remote troubleshooting of network, DSL, T1, cellular connect cards, and peripheral equipment problems, including assisting in the migration of all stores from DSL / Cable internet to T-1 with Cellular Failover utilizing Cisco Hardware and utilizing Cisco IOS to configure stores for network communication.
• Utilized Cisco Unified Contact Center Enterprise to configure new phones, voicemail and for password resets.
• Utilized Cisco Dektop Agent\Manager on client workstations.
• Ensured smooth dataflow over internal wireless networks using Cisco WCS software and the IOS to perform reboots of Access points, including delivering hardware / software acquisition recommendations, providing customer service by remotely supporting 250+ retail stores nationwide, and modifying specific applications.
• Troubleshot application issues with Microsoft Windows, Microsoft Office, AS400, Citrix, and production applications, including troubleshooting Oracle POS Applications on IBM Registers, as well as performing System Checkpoints, data verification, backups, and maintenance, and delivering hardware / software acquisition recommendations.

Desktop Support Technician

Confidential, Jacksonville, FL

Responsibilities:

• Contributed sharp analytical abilities toward installing, configuring, and upgrading operating systems and software manually and with the use of Symantec Ghost Server, including modifying specific multi-department applications.
• Installed, assembled, and configured computers, monitors, network infrastructure, and peripherals, and troubleshot problems with computer systems, hardware, software, e-mail, network, DSL, T1, cellular connect cards, and peripheral equipment problems, and additionally performed repairs and corrections where required.
• Performed hardware / software acquisition recommendations, including helping users assess needs and providing justification for equipment and services while maintaining current knowledge of hardware, software, and network technology and recommending modifications and performing duties of a similar nature or level.
• Supported DigiPos Retail blade system via phone and provided remote support to 200+ stores nationwide, including troubleshooting Micros Retail POS that had SQL front / back end designed for use of Confidential .
• Provided technical support via remote desktop connections and telephone calls on hardware in 200+ stores.

Desktop Support Technician

Confidential, Orange Park, FL

Responsibilities:

• Played a vital role in installing, configuring, and upgrading operating systems and software, including modifying applications for use in operational departments, as well as instructing staff in use of standards and software.
• Installed, assembled, and configured computers, monitors, network infrastructure, and peripherals (e.g., printers, scanners, hardware), and troubleshot any issues with systems (e.g., hardware/software, network).
• Ran data cables and rewired or directed rewiring of cables for new installations and office reconfigurations.
• Led hardware/software acquisition recommendations, including helping users assess needs and providing justification for equipment/services via up-to-date knowledge of hardware, software, and network technology.