SUMMARY

Over 13 years of Telecom and networking infrastructure project managing and leadership expertise in the Information Technology Industry. Well versed in the design layout, implementation, and support of Telecom systems, LAN’s/WAN’s, VPN’s and with hands-on experience on Windows 98, 2000, and XP, MS Exchange, HP Servers, Thin-Clients, Sun, and Cisco environments.

PROFESSIONAL EXPERIENCE

Confidential

Sr. Network Analyst

System Administration and Support

• Coordinated installation of Definity upgrade, G3R designed the Automated Attendant, and assisted in installation of Intuity Audix. Implemented the installation of Conversant tool, for system administration.
• Completed trunk troubleshooting, coordinating with engineers on project designing, development, testing, validation, deployment of activities as well as trained users. Provided 24/7 technical support mainframe administration. Experience with IVR’s and Call center environments. Trained users. Installed terminals, cabling and printers. Resident “guru” for Cullinet system used in production and inventory control.
• Reviewed project proposal or plan to determine time frame, funding limitations, procedures for accomplishing project, staffing requirements, and allotment of available resources to various phases of project.
• Established work plan and staffing for each phase of project, and arranges for recruitment or assignment of project personnel.
• Confer with project staff to outline work plan and to assign duties, responsibilities, and scope of authority.
• Direct and coordinates activities of project personnel to ensure project progresses on schedule.
• Review status reports prepared by project personnel and modifies schedules or plans as required.
• Prepare project reports for management, client, or others.
• Recommend and take action to direct the analysis of and solution to problems.

System Administration

• Implementation, Testing, configuration, and administration of Avaya equipment Nortel, and Mitel products. Provided hands-on support to Voice networks, PBX/ACD systems. CTI/IVR systems, Cisco Call Manager 8.6 as well as working with Thin Ethernet Co-Axial Networks.
• Administration of end user applications, installation, troubleshooting and repair of hardware.
• Responded to all work related communications (letters, email, voice-mail) in a timely manner. Acts as first point of contact with users of the IVR. Performed and validated nightly backups and completes backup register daily. Provided for weekly and monthly reports to ITS management or as requested.
• Administration of Alcatel equipment with emphasis of such products as OmniVista. Provided hands-on support using EvaTool to Voice networks, PBX/ACD systems. CTI/IVR systems, Cisco Call Manager 8.6 as well as well as monitoring with What’s Up Gold, troubleshooting and repair of hardware.
• Ensured that tickets are managed correctly and TP related problems are escalated through the different teams in a timely manner.
• Tracks the initial problem and ensures that the CRM system is updated on a regular basis and closed.
• Ensure that all SLA and RFO requirements were met and sent out within expected period with detailed accurate information
• Track all tickets and drive those internal teams within TCL supporting the VNOC for network based incidents
• Made suggestions on service improvements and system improvements to aid fault resolution and reporting capabilities. Manage the progression of any developments so that they meet our requirements and be an active member in the user testing and requirements gathering.
• Review open tickets daily with VNOC personnel
• Provide monthly reporting on incidents and support the Service Managers in crafting the reports needed for customer meetings.
• Provide monthly reports on the overall performance of the Network Operations Center.

Confidential 04/06 – 10/09

Sr. Telecom/Network field service Analyst

Network and Systems Administration

• Developed projects plans as well as organizes and manages projects through a combination of internal and external vendor/partner resources. Solicited and evaluated vendor proposals pertaining to technology projects in support of business IT initiatives for the Government directorates. Maintained constant communications between the status of projects and potential issues to corporate management and fellow team members. Managed the scheduling for IT support staff in the Network Operations Center, and also in addition to Staff and management of internal IT support team including team support functions such as training and annual reviews provided as well as resources that required coverage are delivered consistently to all departments.
• Assisted in the robust communication infrastructure with redundancy built in to take care of link failures to their LAN/WAN, ATM/Frame Relay and Server networks. Provided field service installation, configuring of VPN’s in support of the equipment use at the client sites and Forward Observation Base for training of the soldiers.
• Provided Database, software support using MS Access, in a Windows 95/98, 2000, XP and Vista environments. Maintained the network layout for Cisco, Nortel, Bay Network, and a Foundry infrastructure presently.
• Coordinated all IT(telecom/helpdesk) moves within the organization which included working with the business units in gathering IT requirements, schedule moves, coordinate moves with internal IT departments, schedule resources and work along with facilities as well as being the primary liaison between vendors and service suppliers.
• Created fiber paths for inter switch FDDI connectivity and monitoring of networks on a daily basis. Troubleshot and supported existing hardware/software, which included Administration of NetWare 2.x and NT Servers. Supported Thin Ethernet co-axial networks. Performed Administration of end user applications. Submitted proposals for surveys of Special network projects associated with network cutovers by utilizing internal, as well as external resources in the integration process.
• Assisted in the selection of the IP addressing scheme (sub-netting), and routing protocols. Tested hardware and communication links and installation & configuration of the routers, switches, modems, etc. in conjunction with the vendor. Performed documentation, post installation day to day troubleshooting and monitoring of network performance on a daily basis. Provided MIS support as needed.
• Managed the maintaining and configuring and the installation of Enterprise applications such as Linux 5, RedHat Command Center, RedHat Application stack, RedHat Global file system and Cluster suite. Responsible for as well as monitoring SAN/EMC and NAS units in a Unix environment on a daily basis.
• Reviewed project proposal or plan to determine time frame, funding limitations, procedures for accomplishing project, staffing requirements, and allotment of available resources to various phases of project.
• Established work plan and staffing for each phase of project, and arranges for recruitment or assignment of project personnel.
• Confers with project staff to outline work plan and to assign duties, responsibilities, and scope of authority.
• Directed and coordinates activities of project personnel to ensure project progresses on schedule.
• Reviews status reports prepared by project personnel and modifies schedules or plans as required.
• Prepares project reports for management, client, or others.
• Recommends/takes action to direct the analysis of and solution to problems.

Confidential

port Engineer

System Administration and Support

• Coordinated installation of Definity upgrade, G3R designed the Automated Attendant, and assisted in installation of Intuity Audix. Implemented the installation of Conversant tool, for system administration.
• Completed trunk troubleshooting, coordinating with engineers on project designing, development, testing, validation, deployment of activities as well as trained users. Provided 24/7 technical support and administration. Experience with IVR’s and Call center environments. Trained users. Installed terminals, cabling and printers. Resident “guru” for Cullinet system used in production and inventory control.

System Administration

• Implementation, Testing, configuration, and administration of Avaya equipment Nortel, and Mitel products. Provided hands-on support to Voice networks, PBX/ACD systems. CTI/IVR systems, Cisco Call Manager 8.6 as well as working with thin Ethernet Co-Axial Networks.
• Administration end user applications, installation, troubleshooting and repair of hardware.

Network and Systems Administration

• Designed robust communication infrastructure with redundancy built in to take care of link failures to their LAN/WAN, ATM/Frame Relay networks. Provided field service installation, as well as support of equipment used at client sites. Provided software support using MS Access, IBM personal Communications software in a Windows 95/98 and NT environment. Designed the network layout for Cisco 4000, 2500in conjunction with the vendor, taking into consideration bandwidth needs. Troubleshot and maintained VPN (virtual private network). Performed implementation of CAT 5 UTP cabling for switch to node connectivity and fiber cabling
• for inter switch FDDI connectivity and monitoring of networks on a daily basis.
• Decided on the IP sub-netting of certain networks, as well as the deployment of hardware, software (Micro Soft) and communication of Network/Telecom equipment such as Foundry switches, Paradyne DSLAMS, DSL Modems and hubs as required. Provided for a robust communication infrastructure with redundancy built in to take care of link failures.

Network/Telecom Operations Center Support 03/01 – 04/03

Test Technologies Inc.

• Assisted in installation of Intuity Audix System. Performed trunk troubleshooting, Trained users, and performed adds, moves and changes. Administered PagePac paging solutions to all Page Pac Equipment and Supported the existing hardware and software which included Administration of the equipment on a daily basis. Supported Thin Ethernet Co-Axial Networks. Administered end user applications, installation, troubleshooting and repair of hardware Voice networks, PBX/ACD, Avaya G3R systems and CTI/IVR systems in an Avaya Call Center environment.Submitted Revised test procedures for projects through the utilization of internal, as well as external resources. Set schedules to achieve project success. Decided on, as well as the deployment of hardware, software and communication of Network/Telecom equipment as required. Designed a robust communication infrastructure with redundancy built in to take care of link failures. Selected the IP addressing scheme and on the routing.
• Provided a robust communication infrastructure with redundancy built in to take care of link failures to their LAN/WAN, and Server networks. Provided field service installation, configuring in support of the equipment used at the client sites. Provided Database, software support using MS Access, in a Windows 95/98, 2000, XP and Vista environments. Maintained the network layout for Cisco, Nortel, Bay Network, and a Foundry infrastructure presently. Tested hardware and communication links and installation & configuration of the routers, switches, modems, etc. in conjunction with the vendor. Performed documentation, post installation day to day troubleshooting and monitoring of network performance. Provided MIS support as needed

Confidential

Network/Telecom Operations Support

• Coordinated installation of Definity upgrade, GR3 designed the Automated Attendant, and assisted in installation of Intuity Audix. Implemented the installation of Conversant tool, for system administration
• Provided support in an Operations Center environment. Completed trunk troubleshooting, coordinating with engineers on project designing, development, testing, validation, deployment of activities as well as
• selection of on the hardware, software and communication infrastructure.

System Administration

• Implementation, Testing, configuration, and administration of Avaya equipment. Provided Hands-on support to Voice networks, PBX/ACD systems. CTI/IVR systems as well.
• Administered end user applications, installation, troubleshooting and repair of hardware.
• Network and Systems Administration
• Designed robust communication infrastructure with redundancy built in to take care of link failures to their LAN/WAN networks.
• Provided field service installation, as well as support of equipment used at client sites. Provided software support using MS Access, IBM personal Communications software in a Windows 95/98, Win2000, Win2003, and NT environment. Designed the network layout for Cisco 4000, 2500in conjunction with the vendor, taking into consideration bandwidth needs. Troubleshot and maintained VPN (virtual private network). Performed
• implementation of CAT 5 UTP cabling for switch to node connectivity and fiber cabling for inter switch FDDI connectivity and monitoring of networks on a daily basis.

Confidential

Network/Telecom Suppor

PBX System Administration and Support

• Coordinated installation of Definity upgrade, G3R designed the Automated Attendant, and assisted in installation of Intuity Audix. Implemented the installation of Conversant tool, for system administration.
• Completed trunk troubleshooting, coordinating with engineers on project designing, development, testing, validation, deployment of activities as well as trained users.
• Provided 24/7 technical support mainframe administration. Experience with IVR’s and Call center environments. Trained users. Installed terminals, cabling and printers. Resident “guru” for Cullinet system used in production and inventory control
• Voice Response Unit Management/Interactive Voice Response System
• Managed and maintained voice response units for Client Access. Responsible for configuring as well as monitoring SAN/EMC and NAS units thru SCO operating system in the Unix environment. Provided
• 24/7 to both Telecom and network. Network communications support to internal divisions, and Clients, which accounted for 25% of the
• company’s revenues. Implementation, Testing, configuration, and administration of telecom equipment.
• Reduced customer service man hours by analyzing the types of customer calls, developing a flowchart of the customer call process, evaluating and selecting an Integrated Voice Response (IVR) system to
• place in the contact path to customer service, and developing a database file of all customers that
• ncluded customer account number, balance, next delivery, and last posted payment that was refreshed nightly and updated in the IVR system. Successfully implemented the project resulting in a 10-month
• with a customer usage rate of 7%, significantly above the vendor expected usage rate of 2%, a rate
• equivalent to having an additional 2 customer service reps on staff.

Unix Administration

• Managed the maintaining and configuring and the installation of Enterprise applications such as Linux 5, RedHat Command Center, RedHat Application stack, RedHat Global file system and
• Cluster suite as well as IIS on Sun Web servers. Responsible for as well as monitoring SAN/EMC and NAS units in a Unix environment on daily basis.

Telecommunication Administration and Support

• Programmed telephone equipment and trained users. Installed PC’s, supported and troubleshot Message Care Servers. Installed upgrades and dual boots from CDROM or server, configuration and support for MS DOS 6.22, Windows 3.x, 95/98, Win2000, Win2003 and NT 4.0 (server and workstation) and NetWare 4.11 (server and workstation). Peer-to-Peer, LAN and WAN environments.
• Monitored T1’s on the Internet using AT&T’s Interactive Advantage. Oversaw Cell Phone and Pager administration and maintained the Melita/Divine Dialer hardware and software in support of Call Center operations by monitoring, tracking, investigating and reporting key indicators to ensure that the established level goals are being met in the call center.
• Performed proactive maintenance on the Inter-voice IVR system and server. Troubleshot and resolved daily inter-voice IVR system issues. Resolves issues and problems involving the business requirements and processes (new, enhancements, maintenance) at Princeton Ecom. Provided technical assistance
• users. Worked closely with the professional staff to ensure that all user needs are met in a timely manner. Provided support to the ITS service desk operation regarding dialer, IVR, and application related problems. Provided detailed technical advice during and in preparation of moves.
• Ensured all operations documentation is up to date and accurate. Ensured required levels of system and network security are maintained and maintain. Monitored all security accounts databases for users, servers, and group accounts.
• Administered all dialer platform hardware and software. Provided management with timely reports regarding system performance and availability. Interfaced with other ITS personnel and participate in departmental projects as the IVR subject matter.
• Developed and prepared effective for IVR system. Verified application functionality by preparing test data for trial runs, tests, and debugs programs. Participated in the overall systems testing. Evaluates results and recommends solutions for any problems encountered as well as maintained plans for disaster recovery and periodically test procedures. Proactively monitors IVR and server, networks and connectors, and analyzes and resolves any problems. Maintained systems for reporting, tuning and performance optimization, expansion and upgrades as well as developed and maintained relationships with all applicable vendors that provide s for the IVR platform.
• Responded to all work related communications (letters, email, voice-mail) in a timely manner. Acts as first point of contact with users of the IVR. Performed and validated nightly backups and completes backup register daily. Provided for weekly and monthly reports to ITS management or as requested.
• Coordinated all IT(telecom/helpdesk) moves within the organization which included working with the business units in gathering IT requirements, schedule moves, coordinate moves with internalIT departments, schedule resources and work along with facilities as well as being the primary liaison between vendors and service suppliers.

Confidential

Network and Systems Administration

• Decided on the hardware, software and communication infrastructure. Designed robust communication
• infrastructure, with redundancy built in to take care of link failures to their LAN/WAN networks. Provided field service installation, as well as support of equipment used at client sites. Provided software support using remote
• IBM personal communications software in a Windows 95/98, Win2000, Win2003 and NT environment. Designed the network layout, for Cisco 4000, 2500in conjunction with the vendor, taking into consideration any bandwidth needs. Troubleshot and maintained VPN (virtual private network).
• Performed implementation of CAT 5 UTP cabling for switch to node connectivity and fiber cabling for inter switch FDDI connectivity.

System Administration

• Troubleshot and supported existing hardware/software, which included Administration of NetWare 2.x and NT Servers. Supported Thin Ethernet co-axial networks. Performed Administration of end user applications. Installed, troubleshot and repaired PC’s, printers, modems, HP Scanners, as well as Processors.

Confidential

Network Operations Center Support

Network Support and Systems Administration

• Deployed Online Systems (Lucent Gateway) at client sites. Determined IP addressing scheme and routed access protocols using Vocal Tech software for IP Telephony Services. Set-up initial database for carriers and vendors. Set-up initial VoIP networks.
• Performed initial Load balancing, Vectoring, as well as implemented a Universal Dialing Plan for both Domestic and International customers. Responsible for Network direction of Internet telephony exchange carriers, as well as System Managenent in troubleshooting and support of the existing hardware and software.
• Troubleshot and rectified inter-branch connectivity needs in terms of bandwidth requirements and applications. Decided on the hardware/software and communication infrastructure.
• Designed robust communication Voice networks, PBX, PBC/ACD systems. CTI/IVR systems. Supported the Communication infrastructure with redundancy built in to take care of link failures.
• Deployed Online Systems (Lucent Gateway) at client sites.
• Determined IP addressing scheme and routed access protocols using Vocal Tech software for IP Telephony Services. Set-up of initial database for carriers and vendors.

• Performed site preparation at Princeton, NJ Branch offices. Tested hardware and communication links. Installed and configured the Cisco 4700, 2500, and 1600, 7000 series routers, modems, Desk Top PC’s, Laptops, Servers, etc., in conjunction with the vendor. Performed documentation, daily post installation troubleshooting and monitoring of network performance. Provided MIS support where needed.

System Administration

• Implementation, Testing, configuration, and administration of Avaya equipment. Provided Hands-on support to Voice networks, PBX, PBC/ACD AND Definity systems. CTI/IVR systems as well as Thin Ethernet Co-Axial Networks, administered end user applications, installation, troubleshooting and
• repair of hardware on a day to day basis.
• Provided for the analysis of new network components brought in by Vendors and performed the validation of new testing standards for all network issues presented to the directorate of Communications. Installed and configure new software and hardware. Troubleshooting of connectivity issues for enterprise and business applications. Supported the internal and external customers as needed.
• Accurately escalated and routed calls that cannot be resolved to the appropriate departments that provided the support in those areas. Other Duties assigned by Executive Management.
• Provided technical assistance to users. Worked closely with the professional staff to ensure that all user needs are met in a timely manner.
• Performed proactive maintenance on the Inter-voice IVR system and server. Troubleshot and resolved daily inter-voice IVR system issues. Resolves issues and problems involving the business requirements and processes.
• Responded to all work related communications (letters, email, voice-mail) in a timely manner. Acts as first point of contact with users of the IVR. Performed and validated nightly backups and completes backup register daily. Provided for weekly and monthly reports to ITS management or as requested.
• Developed and maintained plans for disaster recovery and periodically test procedures. Proactively monitors IVR and server, networks and connectors, and analyzes and resolves any problems. Maintained systems for reporting, tuning and performance optimization, expansion and upgrades.
• Ensured all operations documentation is up to date and accurate. Ensured required levels of system and network security are maintained and maintain. Monitored all security accounts databases for users, servers, and group accounts.
• Developed and prepared effective for IVR system. Verified application functionality by preparing test data for trial runs, tests, and debugs programs. Participated in the overall systems testing. Evaluates results and recommends solutions for any problems encountered.

Confidential

Network Support (Consultant)

• Firewall administration, Cabling and testing and working on WAN/vpn/internet environments for our new and
• existing clients. Troubleshot and supported inter-branch connectivity needs in terms of bandwidth requirements and applications. Decided on the hardware, software and communication infrastructure. Designed robust
• communication infrastructure with redundancy built in to take care of link failures to their LAN/WAN networks.
• Provided field service installation, as well as support of equipment used at client sites. Provided software support. Performed site preparation, planned out trenching and performed cable laying activities so that the existing network was not affected. Designed the network layout in conjunction with the vendor, taking into consideration bandwidth needs. Troubleshot and maintained VPN (virtual private network) and installation as well as maintenance support of AS400 systems.
• Coordinate incident recovery and repair with 3rd party support providers.
• Provided support for internal and external customers as well.
• Accurately escalated and routed calls that cannot be resolved to the appropriate support.

Confidential

Network Support

Implementation of MS Exchange Messaging System

• Installed and implemented MS Exchange 5.5 Servers in a single site. Imported users from the Windows NT Domain and installed clients Outlook 97 on more than 150 Workstations in a single domain environment. Performed post implementation and daily administration. Performed migration from NetWare 3.11 SFT3 to Windows NT 4.0. Designed and implemented the whole domain from scratch. Overseen the deployment of the LAN/WAN equipment. Negotiated
• pricing, for various models. Accountable for overall provisioning responsibilities as well as overseeing budget for all accounts, through the utilization of internal as well as external resources and setting of schedules to achieve project success.
• Submitted revised test procedures for projects through the utilization of internal, as well as external resources. Set schedules to achieve project success. Decided on, as well as the deployment of hardware, software and
• communication of Network/Telecom equipment as required. Designed a robust communication infrastructure with redundancy built in to take care of link failures. Selected the IP addressing scheme and on the routing, with emphasis on Vectoring procedures and routing protocols. Tested hardware and communication links and installation & configuration of the routers, switches, modems, etc. in conjunction with the vendor. Performed
• documentation, post installation day to day troubleshooting and monitoring of network performance. Provided MIS support as needed.
• Provided for System Support to Technical team leads in support of a broad range of areas including Network (LAN/WAN), servers, voice systems, PC's and Exchange and Web servers. Major responsibilities is as
• Follows, coordinated incident recovery and repair with 3rd party support providers. Configured, maintained, and as well as the administration of all classes of the in-scope of the Communications infrastructure. Assisted in projects with the network infrastructure components such as Switches, Routers, and Hubs.
• Provided for the analysis of new network components brought in by Vendors and performed the validation of new testing standards for all network issues presented to the directorate of Communications. Installed and configure new software and hardware. Troubleshooting of connectivity issues for enterprise and business applications. Supported the internal and external customers as needed. Work with System Administration team to deploy applications and packaged software to PCs using electronic software distribution tools including ZEN, SMS, Tivoli applications. Provided for validation, updated documentation of new hardware and software

Confidential

Network Support

• Joint venture with UPS to connect Online Systems to various sites using 64kbps leased lines and CISCO routers. Troubleshot and rectified inter-branch connectivity needs in terms of bandwidth requirements and applications. Performed deployment of Online Systems at client sites.
• Performed installation and configuration of the CISCO routers, modems, etc., in conjunction with the vendor, documentation, post installation day to day troubleshooting and monitoring of network performance.
• Implemented Layer 2 switching - LAN’s comprised of more than 350 nodes were moved over to a layer 2 switch from a Thin Ethernet Bus architecture. Designed network layout in conjunction with the vendor, taking into consideration the bandwidth needs. Implemented and installed NetWare 4.x, Netscape 4.x LAN at two locations. Conducted post installation administration, installed and configured NetWare 3.11 to Dell 560 Servers to be used for the networks of two major network.
• Responsibility for specific Major technical duties/projects as agreed with your line manager. Mentored junior staff members. Maintain and provided a high level of service to the internal customer. Maintained the knowledge base. Provided consultation to the Business Units. Accurately escalated and routed calls that cannot be resolved to the appropriate departments that provided the support in those areas. Other Duties assigned by Executive Management.

ADDITIONAL TECHNICAL SKILLS

• Software: Windows NT 4.0, WinXP, Windows Vista, MS Exchange 5.5, GroupWise, Novell NetWare 4.1, 3.x, 2.x, Lotus Notes, WebLogic, VISIO, SFT3 Windows 95, 98, 2000. Internet Explorer 5.x, Netscape 4.x, MS Office, MS Word, Excel, Access, Crystal Reports, SAP, MS Office Projects 2010 IIS 3.0, Cisco Call Manager Cisco Works for Windows ver 3.0, Win2003, Win2003, as well as Cisco OS 11.3. NetIQ, CIM, HP OpenView for Unix, Maestro and Windows, UNIX, (ISOS), Sun Solaris, Vocal Tech, Avaya G3R, Intuity Audix, Definity Administration, Melita/Divine Dialer, Merlin, MagiX, hardware and software Tools, PBX, Help Desk Tools; Track-it, Remedy and SQL Server 6.5 Administration
• Hardware: Compaq range of Server’s and PC’s, DEC ALPHA 4000, HP NetServers, IBM Netfiny Servers, DELL and HP Pentium’s, Sun Netra Web Servers, SAN/EMC/NAS, Citrix Server, SAP Systems, Sun 420, NT’s, Intel Processors and 486’s, MADGE / LANNET Network Switches (L2), Cisco catalyst 2820, 5550 switches, Cisco routers 7000, 4700, 4000, 2500, and 1600 series, RAD Megaplex 2000 multiplexer (E1), Gateways (Lucent), PBX, PSTN circuits, T-1, ISDN, 3COM/US Robotics, as well as a wide range of modems.