SUMMARY OF QUALIFICATIONS

Utilizing my excellent communication and organization skills I've managed projects sizes from enterprise to small business. Network server deployment and expansion of call centers to support nationally located data centers.

TECHNICAL SKILLS

• Operating Systems OS : Mac OSX 10/ Windows 7/ Windows 8/2008 Server
• Networking: TCP/IP, 802.1x, Voice Over Internet Protocol VoIP , Virtual Private Network VPN , firewalls, WiMax, Radio Frequency RF , Exchange, Centrex, Citrix, T1, T3, DSLAM, MPLS, IP PBX, Bridging, IP Addressing, Trunking, VRF, DS0, POTS, TDM, PRI, SIP, SDSL, ADSL, CMTS, Bonded, Serial, Telnet, SSH, VMware, Active Directory
• PBX Systems: NEC 2000, NEC 2400, NEC 8300, NEC 8500, NEC Call Center WorX, NEC QueWorX, NEC UM8700, NEC MA4000, AVST, IP PBX, Polycom, Nortel BCM, Avaya IP Office, Avaya Merlin, Avaya Partner ACS
• Enterprise Handheld Devices: Black Berry, Android, IPhone, and ActiveSync
• Routers/Switches/Appliances: Cisco, Adtran, Netopia, Innoband, Sonicwall, Cisco Catalyst, Samsung, Fortinet, HP ProCurve, Edgemarc, Infoblox, Riverbed
• Call Recording Software: Encore, NICE
• Other Skills: Communications Engineering, RF Engineering, Wireless Internet, Telecommunications, Access Systems, Managed Hosting, CLEC, Load balancing, Disaster Recovery

PROFESSIONAL EXPERIENCE

Infrastructure Services Engineer II/Project Manager

Confidential

• Accumulate information to formulate a detailed timeline of the project
• Created tasks and assign resources to strategically utilize resources within the budget permitted
• Gathering quotes and ordering services and products from vendors
• Coordinating service and product vendors, and contractors for installation and setup of equipment
• Manage implementation and acceptance of network, server and telecommunication equipment circuits
• Host weekly status meetings to cover upcoming tasks, due dates, problems, concerns
• Manage and delegate tickets projects for our 2,653 users in our Telecom environment of 53 PBX's, 28 Servers consisting of NEC sv8500, sv8300, sv2400, 2000ips, UM8700, Global Navigator, QueWorx, Call Center Worx, OW5000, UC700, MA4000, MP550, Encore Screen Call recording, Encore Work force Management, NetApp, RightFax, Genesys
• Administer monitor 2 CMS Regulated Call Centers with 400 agent logins daily
• Create and maintain IVR's for 2 Call Centers and 46 additional PBX's company wide
• Troubleshoot and repair servers dedicated to telecom services applications to maintain Call Center uptime
• Design and implement disaster recovery measures to ensure call center stays live within CMS regulation guidelines
• Configure user access in Active Directory
• Perform standard Desktop PC troubleshooting and repair for call center agents and office users
• Update our Footprints ticketing system to track issues and communicate with users
• Manage Encore Call Desktop Recording servers to ensure we are meeting CMS regulations

NEC Engineer

Confidential

• Maintenance of NEC PBX switches 2000, 2400, 8300, 8500, IPK , handsets, cabling and voicemail service.
• Prepare documentation for RFP Request for Proposals for contractors for Baltimore City Calendar year service and maintenance contract.
• MACD of users throughout the state of MD's various agencies
• Coordinate with vendors to handle installation and service tasks for each site office needs
• Programming of PBX AVST voicemail features for users
• Handling of Remedy Work Orders Requests

Information Technology Manager/Engineer/Project Manager

Confidential

• Managed 15 technicians covering 2 States MD, PA
• Provided onsite training as technologies evolved and new clients were established
• Worked as a Communication Engineer installing, servicing, and supporting of network, voice, wireless, audio and video infrastructures for major retail and investment firm clients Wal-Mart, Target, Lowes, Advanced Auto Parts, Home Depot, GNC, Sam's Club, BJ's Wholesale, Kohl's, Morgan Stanley, Merrill Lynch
• Worked with various phone systems such as NEC 2000, Nortel BCM 450, Avaya Merlin Magix, Avaya Merlin Legend, Cisco Voice Gateways performing MAC moves, adding extensions, changes, re-locations, voice mail, and attendant setup, setting up line restrictions.
• Coordinate the team members with product implementation, which involved training, installation and troubleshooting.
• Completed migration installation of Wal-Mart Avaya systems to Cisco Voice in PA, MD and Northern VA.
• Designed switch profiles including: vlan setups, port forwarding and restrictions, QoS for managed switches
• Opened and provided notes in our client's remedy system so we can track the progress of our tickets more accurately.
• Advanced comprehension of Signaling Protocols: SIP, H323, SDP, RTP, POTS, Codecs: G.711, G.729, Good understanding of IP Protocols and IP protocol analysis: OSPF, RIP, BGP, TCP, UDP, VoIP NAT
• Lead/wrote sections within the technical approach on topics such as operational maintenance, network administration, system engineering, end user support, and help desk operations
• Performed installation of POTS from either NID to EU suite or homes.
• Installed and Configured of CPE for DSL circuits for residential and commercial clients.
• Conducted site surveys when extensive wiring was required

Installation Services Manager/Trainer, Amtec

Confidential

• Managed staff of twenty-five technicians, four dispatchers, and two installation contractors.
• Write efficient schedules for field technicians and quality control techs to ensure optimal productivity throughout the workweek.
• Perform Quality Control checks throughout the field to ensure customer complaints and second trip trouble calls to a minimal.
• Conduct weekly safety meetings to ensure all technicians are following OSHA procedures to have an injury free working environment.
• Installation of Coax from TAP to Customer premises, which included wall, and ceiling fishing to complete cable installation
• Set up, installed, configured, reconfigured, modified, move and/or relocate Comcast Workplace services such as Digital boxes, CDV, Modems at site locations.
• Performed Site surveys as required to provide customers service.