SUMMARY:

• Over twenty years of experience working in various capacities within the Information Technology Industry. Have acquired broad and extensive knowledge in IT utilized in addressing the most applicable IT needs.
• As a VOIP System Administrator, Operated and Maintained Confidential, at the Confidential Headquarters in Washington D.C. and Branch area WAN Clusters within the suburbs of Washington D.C. At Confidential.
• I was tasked with migrating user data from Nortel SL - 100 legacy telephony platform to Cisco Unified Communication Manager.
• At Confidential I was voted VOIP Engineer of the year in December 2010.
• As a Senior Technical Support Specialist, I was one of Confidential Subject Matter Expert, SME, in Computer Systems Integration, Computer Networking, PC/Laptop troubleshooting and repair, wireless networking and design and a member of the Executive IT Support Team .
• I was Employed as a Program Management Analyst and Senior IT Support Specialist under the IBM OSS Contract with DOD.

PROFESSIONAL EXPERIENCE:

Confidential

Computer Network and Call Center Operations Support Administrator

• Factory reset Polycom IP Phones for provisioning.
• Wire and install 48 port switch to host telephony and computer endpoints
• Perform Preventive Maintenance
• Perform Telephone Move, Add and Change
• Setup high availability virtual server with failover cluster capability to host enterprise accounting for Accounts Receivable, Sales and Shipping departments.
• Server Patching, Upgrades and Backups
• Setup in-house lab using Elastix Pbx and SIP.US to explore Service migration and to remediate feature and customer experience limitations.
• Troubleshoot Quality of Service issues on the network.
• Familiar with Tools such as Wireshark in Sip troubleshooting, Putty in secure connection to routers/switches, tftp servers to upload IoS software to routers/switches, RTMT for system monitoring, performance, device status, device discovery, CTI applications and SFTP for backing up Call Controllers and Voicemail systems.

Confidential

Computer Consult

• Redesigned static online recruiting application, integrated it with backend sql server using Drupal
• Periodic maintenance and ongoing project support services.

Confidential

Wireless Network Support and Computer Administration

• Redesign wireless infrastructure to resolve daily system outage using hybrid WiFi and Power Line Communication Devices.
• Setup a VPN connection between Bowie and Fort Washington locations to streamline business processes.
• Integrate online learning programs onto classroom PCs and laptops.
• Introduce Android tablet PC use into Facility Computing Program.
• Clean Malware and Rogue ware and secure computers for internet use
• Periodic Maintenance and ongoing project implementation and support services.

Confidential

IT Consultant

• Perform various IT services (i.e IP phones setup, network install/troubleshoot and helpdesk ) assisting several small and medium companies within Baltimore Metro area to effectively function in their daily business operations.

Confidential

Campus Site Survey and Wireless Analysis Senior Wireless Engineer

• Perform simultaneous passive and active site surveys
• Find and identify RF interference
• Identify best channels for campus WAPs
• Optimize wireless network to maximize existing bandwidth
• Document and report findings

Confidential

VOIP Operation Maintenance and Administration Support Network/VOIP Support Engineer

• Checked availability of trunks online and insured gateways are registered properly
• Setup ACD and IVR in the UC Manager per supervisor’s request
• Login to Cisco gateways and Avaya LSP modules to troubleshoot call routing issues
• Resolved external mask issues onsite and remote on Communication Manager. (Cisco and Avaya)
• Used RTMT to monitor CTI applications, port activity, uptime and outages, performance, device status/discovery and download trace files/ logs from the CUCM system.
• Used Wireshark to troubleshoot voice quality issues; latency, jitter, packet loss, one-way audio, etc, on Sip traffic.
• Replaced defective components using on-site spares and OEM SMART Net
• Used IP Communicator for remote calling capabilities
• Perform preventive maintenance per OEM specification (Cisco and Avaya)
• Performed telephone move, add and change (MAC) (Cisco and Avaya)
• Patched, upgraded and backed up Cisco UC Manager
• Performed firewall rule adds, changes and deletions
• Used syslog files for troubleshooting
• Worked with area administrators on branch moves, adds, closures
• Order new service and perform changed orders per Managers request
• Worked with third party vendors to provide quotes and configured equipment as necessary

Confidential

Worldwide Enterprise VOIP Migration Support/ SME Database Administrator

• Developed a system using third party databases (Altova MapForce, Ask Sam, Microsoft Access, Excel etc.,) applications to migrate User Schema from Nortel SL - 100 legacy PBX to Cisco UC Manager Platform.

Confidential

VOIP Technology Implementation and Support Network/VOIP Support Engineer

• Troubleshoot fast busy signal, on conference and external call dial-ups
• Resolved call routing issues including CSS, Partitions, and translation patterns
• Troubleshoot problems related to CTI
• Resolved problems with media resources including MOH and conferencing
• Troubleshoot and resolve MWI problems
• Troubleshoot and resolve voicemail port problems
• Trained new FDA employees on the use of VOIP phone by defining the key components of the seven (7) functional areas for IP Phone and Voicemail for end users.
• Performed a baseline analysis on new deployments
• Documented infrastructure using Microsoft Visio prior to system cutover
• ,Created troubleshooting strategies per Cisco recommended methodologies
• Used Netcool to monitor and troubleshoot the enterprise VoIP network
• Daily monitoring of FDA’s ticketing queue for all VoIP related MACs and call issues
• Joined Active Directory and personal web directory access on end-user Cisco 7900 series IP Phone

Confidential

Program Management Analyst and Senior IT Support Specialist

• Reviewed and coordinated program documentation such as reports, schedules, briefings, and correspondence, contact and contract modifications
• Analyzed and track project metrics and deliverables
• Created and maintained master files and reports related to program history, execution status of program life cycle as well as provide technical comments and assessment of reports
• Performed desktop support by installing and configuring Windows XP, and Windows Advanced Server based PCs
• Used Norton Ghost and Sysprep to create master OS images, configure and manage printers and other communication hardware
• Defined and designed training handouts and PowerPoint slides for use in the new student IT equipment orientation classes
• Coordinated with clients to determine training materials needed and areas needing refinement
• Assisted with various unified communication support issues ranging from campus wireless LAN, Cisco VOIP system training and support, setting up video conference, meeting places, centralized mail (email, voicemail) repository
• Collaborated on voice synthesis technology, dial plan and VT advantage implementation, networking, VPN and remote desktop connectivity resolution, Active Directory profile resets and configuration as well as end-user equipment training and administration

Confidential

Wireless Engineer

• Worked alongside a team of engineers to design wireless networks
• Utilized CAD tools and site survey equipment in engineering design environment
• Prepared LAN infrastructure survey information using Visio, Ekahau heat maps and MS Excel, channel Plans (in Visio) for the XATA application access points
• Converted site survey reports from .html and Microsoft Word to pdf.

Confidential

Project Coordinator

• Designed wireless networks for hospitals and medical facilities, installed and setup networks, maintained and supported the infrastructure
• Performed medical data migration from UNIX management applications to windows platform using SysCadol, Delphi 8, and Pervasive SQL Database applications
• Worked with a team to design and implement network systems to support administrative, academic, and medical infrastructures.
• Implemented Electronic Medical Billing Systems, Electronic Medical Records familiar with CMS and HIPAA Protocols.

Confidential

Lead Engineer

• Surveyed and designed information technology to meet corporate needs
• Created effective project teams, conducted project reviews to avert disaster and prepared accurate budgets and time estimates

Confidential

Director of Information Technology

• Designed, implemented and supervised Medical Management System to cover eight locations
• Prepared budgets for vertical and horizontal upgrades and generated reports to support executive decisions

Confidential

Computer Support Engineer

• Assisted in hardware and software upgrades and repairs
• Supported software program installation and integration in 20 locations
• Developed excellence in VAR integration in the process.