Experience:

Confidential, Charlotte, NC

PC/LAN Analyst (SCCM Analyst) 3/10 to Present
Member of End User Computing team responsible for SCCM software deployments and process management development supporting approximately 300,000 clients.

Responsibilities:

• Argo Vormetric Encryption via SMS to 2500 legacy branch servers over a 6 month period
• Software deployment via CM with use of 1E SMS Nomad/Nomad Branch on a daily basis
• Extensive creation and validation/peer review of SMS advertisements to all banking LOB’s ensuring stability
• Monitor and report on nightly SMS/SCCM advertisement deployments

Confidential, Winston-Salem, NC

Sr. Telecom Analyst 3/09 to 3/10
Senior telecom team member responsible for baseline support and telecom voice operation initiatives.

Responsibilities:

• Provide day to day support of CPE equipment and Telco services at remote field locations across North America
• Coordinate the installation of voice communications equipment and services, as well as voice cabling
• Primary telecom support contact for the CSC call center in Winston-Salem of 800 plus users
• Telecom support for Avaya CM, Definity G3R, ACM, CMS, Octel and Modular Messaging
• Perform telecom service site optimization on field sites saving hundreds of thousands of dollars annually

Confidential, Amherst, NY

Sr. Telecom Administrator 1/07 to 12/08
Leading member of a telecom staff responsible for all cellular, voice and data communications services and systems.

Accomplishments:

• Coordinate and assist in network assessments and VoIP phone conversions to several remote locations
• Assist in configuring routers for voice and data communications for remote sites to communicate via MPLS
• Conversion of all corporate Blackberry’s, cell phones, and air cards to one vendor saving thousands of dollars in annual costs

Responsibilites:

• Maintain, document and analyze all telecom invoices within the organization.
• Responsible for all MACD for an organization of 800 plus users
• Administrator of Avaya PBX, Audix, ECAS and CMS
• Administrator of all company issued cellular devices

Confidential, (8/97-12/06) Orchard Park, NY

Windows Desktop Engineer/Service Desk Supervisor 1/04 to 12/06
Leading member of an operations/telecom staff responsible for Call Center Technologies of 500 plus users at 3 locations for a Fortune 500 company.

Accomplishments:

• Assisted with SMS upgrade from 2K to SMS 2003 including testing and reporting results
• Project lead for the re-image of 400 plus PC’s in multiple call centers from Windows 2000 to Windows XP
• Built Call Center standard PC/Laptop images as well as SMS advertisements for patches and software installations for 1000+ users in 3 different call centers
• Project lead and coordinated PC lease swap of 200 plus machines

Responsibilities:

• Document, maintain, analyze, troubleshoot and repair all windows servers, desktops, software, hardware and PC peripherals within the Call Center as well as Call Center Technology
• Windows systems deployment, troubleshooting and optimization with the use of SMS 2003 and reporting final results to the team managers
• Responsible for all Call Center Technology adds, moves, changes as well as maintenance for all installed Call Center Technology
• Coordinate support effort and assign tasks to Jr. Call Center Support specialist as appropriate
• Develop and administer trouble and service reporting systems and coordinate procedures for follow-up on the resolution of issues

Senior Help Desk Support Specialist 10/98 to1/04
Provided first level support to end users in a call center consisting of 250 plus agents as well as 5 RDC’s supported remotely.

• Advanced technical support of PCs and mobile devices – equipment, Operating Systems, configurations, applications and data for internal and external users
• Troubleshot and researched complex computer and printer issues and resolve technical problems including working with external support
• Supported, monitored, tested, and troubleshot all hardware and software problems pertaining to LAN/WAN
• Assisted in the development and maintenance of call center technology images, testing images against present call center application environments, reporting conflicts and possible improvements to desktop image team
• Assisted in the implementation of a call center help desk overhaul, consisting of agent training and troubleshooting documentation for all areas of technology

Production Support Specialist 8/97 to 10/98

Education:

• Associates in Science, General Studies (2006)

Specific Non-Technical skills and knowledge areas:

• Meticulous and detail-oriented
• Good communication skills
• Able to work well in teams and individually
• Continuous Quality Improvement
• Highly Customer Oriented
• ‘Big Picture’ Thinking

Specific Technical skills and Knowledge Areas:

• Familiar with SMS 2K, 2003, SCCM, Wise and Ghost technologies and their use in a Windows desktop environment
• Experienced with HP, Compaq, and Dell hardware
• Familiar with Microsoft Active Directory, Nortel and Cisco switches, HP print servers
• Experienced with UNIX, Win98, WinNT, Win2k, WinXP, Vista, Win7, Novell and MAC OS
• Experienced in PAC 2K, HP SM7, Peregrine, Support Trio, Resque and Altiris ticketing systems
• Familiar with Windows 2000/2003 server, exchange 2003, Veritas and NetBackup
• Experienced with BES Servers, Blackberry’s, cell/smart phones, and PDA’s
• Experienced with Avaya PBX, eCAS, CMS, Audix, Octel, MM, Nice Analyzer