OBJECTIVE

To obtain a career that provides professional growth, while gaining experience in complex technology-based clients and projects that provide comprehensive hands-on experience with large scale Corporate Environments and geographically distributed organizations located within.

SKILL HIGHLIGHTS

NETWORK SECURITY COMPLIANCE:

Familiarity with performing system security monitoring, evaluations, audits, vulnerability and network packet analysis on components such as operating systems, applications, network devices, and appliances. Experience with Cisco ASA firewall, Cisco firewall technologies packet filtering, application-level proxies, managing IDP/IDS, Firewalls, and routers in Windows 2003/2008 server based LAN/WAN environment

NETWORK MANAGEMENT:

• Experience with Initial configuration of cisco switches, routers and wireless access points and networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, VLANs, VPN technology, Routing Protocols BGP/OSPF, TCP/IP, VOIP protocols and applications.
• Familiarity with Protocol Analysis, Packet monitoring, configuring and/or installing network switches, routers, wireless access points.
• Familiarity with the following monitoring and recovery tools: Remedy, Cable Edge, Cisco Works, Vanguard, Resource Access Control Facility RACF ,

SOFTWARE:

• Upgrading/updating/maintaining Windows 2008/2000 servers, MS SQL Server, MS Office, Windows 7/XP workstations, Symantec Endpoint Protection, Windows Terminal Server, MDaemon mail server, Active Directory VMware, Microsoft group policy, Office 2003, 2007 2010, Excel, Cisco Call Manager, SharePoint,
• Identifies, defines and categorizes network environment problems Responsible for installation, configuration and maintenance of all network equipment including workstations, desktop/laptop computers, printers, scanners, Cisco switches, Cisco routers Responsible for administration of all systems that support email, including Microsoft Exchange, email encryption, and spam/virus filtering. Administers security technologies such as Internet filtering logging, Data Loss Prevention DLP , and digital certificates as well as other miscellaneous systems such as print and file servers Maximizes network performance by monitoring performance, troubleshooting network problems and outages scheduling upgrades in collaboration with network architects on network optimization Assists in the support of servers and infrastructure equipment Secures network system by establishing and enforcing policies, defining and monitoring access Provides technical/network support on the distribution of curriculum software images and on the upgrade and maintenance of application software Assist in rollout and installation of workstation software and hardware, Troubleshoots hardware/software issues relating to Windows XP and 7 OEM errors Stimulates or recreates user problems, as requested by Network Services, to help resolve operating difficulties relating to a variety of technical issues including LAN/WAN protocols and topologies, routers, wireless, and other networking devices Performs application backups and prepares documentation to maintain application and curriculum software
• Working knowledge of switching, IP routing, subnetting and Active Directory Experience with Protocol Analysis, Packet monitoring, Configuring and/or installing network switches, routers, wireless access points,
• Establishes networking environment by designing system configuration directing system installation defining, documenting, and enforcing system standards.
• Updates job knowledge by participating in educational opportunities reading professional publications maintaining personal networks participating in professional organizations.
• Accomplishes information systems and organization mission by completing related results as needed.
• Reporting network operational status by gathering, prioritizing information managing projects.

Confidential

• Provided support to clients via telephone, in person, or email on a variety of technical issues related to LAN/WAN protocols and topologies, routers, wireless, and other networking devices including workstations, desktop/laptop computers, printers, scanners to include the maintenance, and management of networked systems providing voice, data, and video services Proactively managed multiple trouble tickets and followed through to resolution Analyzed networking hardware and software reliability and utilization reports to identify and correct problem areas and to establish computer and telecommunications performance levels Conducted in-depth analyses of special requirements related to network usage, user complaints, traffic interruptions, hardware and software capabilities, and other relevant factors Established priorities and schedules repair actions Isolated malfunctions using troubleshooting techniques, diagnostic software, technical data, block diagrams Established and maintains systems configuration records Monitored and documented systems performance Coordinated and assisted end users in isolating and eliminating communications connectivity problems Updated instructions and requested process changes if required Updated knowledge article database on routine basis while coordinating changes with management Kicked-off management notification / escalation process.
• Offered complete technical support for the fiber optic network
• Utilized knowledge of CERT procedures and NOC operations and understanding of network operations, installation and network monitoring procedures.
• Worked daily with access coordinators and security throughout the Time Warner Cable footprint
• Frequently served as liaison for senior level management in security.
• Modified existing application packages using application and operating system software and appropriate computer language commands and files.

Confidential

• Managed daily call center operations including staffing, policy development, quality, and customer service Developed correspondence, reports, spreadsheets, and presentations Communicated with each team member on goals and performance improvements Monitored compliance with company policies and procedures Coordinated resolution of customer issues with internal and external departments Tracked and reported on team productivity and customer trends Adjusted business strategy to meet current quotas.
• Suggested changes when the user interface was confusing or needed rewording that were subsequently adopted and incorporated by the programmers
• Managed daily call center operations at Teleperformance including staffing, policy development, quality, and customer service metrics.
• Communicated expected performance metric goals and help develop action plans for overcoming weak areas and improving team and individual performance
• Authored online procedures and context-sensitive Help and provided how-to tips.
• Developed reference topics, manuals, and engineering standards for customer-facing systems that provided mobile data services, such as text messaging.
• Managed deadlines and oversaw quarterly agency projects.
• Prepared daily, weekly, and executive status reports capturing the progress and completion of projects.
• Maintained risk management policies and objectives in support of enterprise business objectives

Confidential

• Participated in quality assurance initiatives related to call monitoring, problem-resolution, and metric improvements Developed reference topics, manuals, and engineering standards for customer-facing systems Contacted customers to resolve negative service experiences Worked closely with upper management to identify poor performers and areas of improvements Attended calibration sessions with management and client AT T Managed and analyzed database of monthly results for 250-700 employees to find root cause for areas of improvement.
• Audited the work of 100 employees, ensuring that all work was in compliance with company directed procedures and industry regulation.
• Provided telecommunications and computer-related training and assistance to a wide variety of personnel.
• Participated in quality assurance initiatives related to call monitoring, problem-resolution, and metric improvements.
• Provided benchmark data analysis to determine direction of customer care for front line employees by implementing new training phase for new agents, Talent and Development Phase
• Analyzed database of monthly statistics for 250-700 employees to find root cause for poor metrics.
• Determined key areas where coaching frontline employees would yield efficiency improvements

Confidential

• Provided quality customer service to incoming callers regarding Level 1 and Level 2 technical support, related to data communications system design, installation, operation, repair of a variety of end- user devices PC, laptop, PDA's, printers and etc. Provided core services by designing, configuring, installing, and managing data services at the operating system and server application level Managed secure authentication methods utilizing public key infrastructure PKI technologies and procedures Ensured continuing systems operability by providing ongoing optimization and problem solving support Applied computer security policies to safeguard systems and information Categorized isolated, and resolved system problems Performed fault isolation by validating, isolating, correcting faults, and verifying service restoral with customers Processed, documents and coordinates resolution of trouble calls from lower support echelons.
• Provided front-line support to end users for PC, server or mainframe applications and hardware
• Identified network problems when related to end user devices, including Desktop OS, Network connectivity, email, and general PC usage
• Interacted with network services, software systems engineering and/or applications development to restore service and/or identify core problems.
• Simulated or recreates user problems to resolve operating difficulties.
• Ensured acceptable levels of customer satisfaction according to defined protocols.
• Trained end-users on software packages and standard IT procedures as required and participated in new application rollouts, testing and special projects.