SUMMARY

• Verifiable track record of managing complex IT projects and exceeding expectations.
• Experienced at clarifying business requirements, performing gap analyses between goals and existing procedures/skill sets, and designing system improvements to increase productivity and reduce costs.
• Strong interpersonal skills, and highly adept at facilitating discussions with stakeholders.
• Recognized project management skills: consistently deliver complex, large - scale projects on time and within budget.
• Proactive self-starter known to initiate process and system improvements to increase system stability and user productivity.
• Proven expertise in supporting and troubleshooting hardware, software, and networking issues.

PROFESSIONAL EXPERIENCE

Solutions Engineer

Confidential, Chicago, IL

Responsibilities:

• As aSolution Engineer, I is a liaison between teh project manager and teh technical disciplines involved in a project and business consumers. We are often teh primary technical point of contact for teh business. Two important responsibilities are inter-discipline subject matter expertise coordination and overall quality control of teh work being done and system changes are being made.
• Other responsibilities include schedule preparation, pre-planning and resource forecasting for engineering and other technical activities relating to teh project, DPS composition and submittal as well as presenting teh Project design for ARC review and Peer review. Responsibility for performance management of vendors, assures teh accuracy of financial forecasts, which tie-in to project schedules, assists in managing project team resources, training, and develop extensive project management experience and expertise. And ultimately as an SE, I ensure projects are completed according to project plans.
• Coordinated between various infrastructure and application engineers on multi-million dollar Voice Modernization project to upgrade and migrate existing Call Center and NOC’s Cisco CUCM, UCCE, Finesse and SIP between existing and new datacenters. This to be completed without interrupting current business and data-center services. Other applications included with this upgrade involve Aspect, eGain, Empirix, IPTrade, NICE, SoftPhone, SpinSci and Verint.
• A previous project to update and upgrade United’s Call Center’s recording environment using NICE Nexidia and Engage, required expanding teh existing Nexidia environment with upgrades and tan building a new environment to make teh jump to Engage. Working with United’s Call Center business group and NICE’s teams, teh NICE Engage environment was completed and migration is in transition. New Engage environments were in process to be build along with teh Voice Modernization project for migration to different data centers.
• Multiple other projects requiring Cloud structure, working with PII and PCI data, Robotics automation, managed and secured enterprise printing, Text to Speech, secure Legal documentation, records and images and Citrix.

Subject Matter Expert

Confidential, Lincolnshire, IL

Responsibilities:

• Lead implementation expert for $80M project to deliver, install, and test Cisco routers, switches and Cisco 7962 phones, low voltage cabling, patch panels, CAT3 panels, amplifiers, and cross connecting 66 blocks for 8,000+ Confidential store locations and 220,000 phones (NextGen 2.0 - Cisco VoIP Rollout).
• Worked closely with Walgreen’s voice engineers in configuring and troubleshooting Cisco CUCM to create and implement teh execution of this mass converstion.
• Helped develop 3-year roadmap of technology recommendations with costs associated for additional functionality and growth to teh new WAGtel telco.

IT Analyst

Confidential, Chicago, IL

Responsibilities:

• Administered and supported Cisco CUCM and AIPhone Security phone for remote monitoring and access control of Austin office.
• Managed hardware and software procurement to achieve lowest prices and best terms.
• Spearheaded purchasing of hardware and software, and managed IT assets by transitioning and selling eLoyalty and 40% of leased equipment.
• Partnered with LAN/WAN engineers to resolve complex connectivity issues.

IT Analyst

Confidential, Downers Grove, IL

Responsibilities:

• Directed Hardware Refresh Project with Windows 7, MS Office 2007, Sophos hard drive encryption, data transfer, and PC configuration. Supervised Cisco IP phone system.
• Handled desktop and laptop support, imaging, backups, and repair. Oversaw troubleshooting of Microsoft Windows XP, Office 2003 and Blackberry issues.
• Formally recognized for delivering high quality support to more than 500 users in 4 office locations, including 230 remote users.
• Managed installation of Avaya Partner phone system, Cisco routers, switches and APs, DSL, and Wi-Fi in a new store.
• Managed high-volume installations and setups of Windows XP-based Dell and Hewlett-Packard POS, including connectivity to OPUS, scanners, receipt printers, and cash drawers.
• Utilized troubleshooting skills to maximize uptime of Windows XP and MS Office 2003.
• Configured Windows XP-based Dell laptops with Aircard connectivity to Internet and VPN.

Senior Systems Analyst

Confidential, Elk Grove, IL

Responsibilities:

• Provided remote support to diverse client groups with varied cultural needs and specifications throughout teh Pacific Rim, Europe, Canada, and United States.
• Offered hardware support across wide-ranging network of employee technology and equipment including PCs, servers, wireless devices, and PDAs.
• Played an integral role during teh Wi-Fi implementation in teh training center for flight attendants, pilots, customer service, as well as for guests of teh hotel facilities. Generated ~$250K annually by accomplishing project within strict time and budgetary constraints.
• Supervised disaster recovery and provided creative and faultless automation support to onboard services from 911 incidents, and to strategic safety initiatives.
• Secured access to remotely retrieve necessary scheduling and operations data from World Headquarters databases within 1 week.
• As SME in Federal Express Ship Management software, automated process of labeling signature-requiring drops of critical and time-sensitive documents to more than 20,000 employees globally.
• Presented new technologies and labor-intensive business processes dat drove significant advantages in system automation, improvements, and enhancements.
• Identified scheduling process improvements for approximately 28,000 flight attendants servicing 2,000 flights daily, as part of a 10-member team.
• Decreased monthly formatting from 1 day to 20 minutes by appropriately employing automation technology for crew scheduling.
• Hired as Flight Attendant (1986); promoted to Flight Attendant on Special Assignment at United Headquarters (1991 - 1996) working on assignments involving flight attendant scheduling, services and automation for Inflight Services; and promoted to Senior Systems Analyst (1996).

TECHNICAL SKILLS

Operating Systems: Windows 10 - 3.1, DOSNovell 6x - 4xMicrosoft Server 2006 - 2000 and NTExchangeActive DirectoryLinuxUNIXAIXUnimaticApolloNetworkingTCP/IPDHCPDNSVPN

Software Applications: Sophos EncryptionMicrosoft Office Pro 365 - 1995, Outlook, Front Page, Publisher, VisioAdobe: Acrobat Pro, Premier, Photoshop, Dreamweaver, FlashDameWare, NetMeeting, PC-Anywhere, LogMIn, TeamViewer and VNCRemote Conferencing; Zoom, WebEx, Microsoft Teams and Skype for BusinessService Now, JIRA, Remedy, Magic, Heat and Service Center ticket trackingOn TrackOracleSQLData RecoveryVPNAltiris, Acronis and Ghost

Hardware: IBM, HP, Compaq, Dell Servers, PCs (Desktops, Laptops)WAN, LAN and Wi-Fi Networks, Cisco routers and switches, and Access PointsiPhone, Android, Smart phones and PDAs (Blackberries, Palms)PrintersScannersFax Servers