SUMMARY:

• Self - motivated Helpdesk Manager experienced in supporting network infrastructure for multi-user and remote environments.
• Adept at communicating with key stakeholders in assessing project and departmental needs.

TECHNICAL SKILLS:

Helpdesk/Technical Support: WAN/LAN Desktop Support

Database administration: Implementation/Installation Technical Writing, VMWare Active Directory Configuration

Data Analytics: Data Storage/Maintenance Security/Cyber Security

PROFESSIONAL EXPERIENCE:

Network Administrator

Confidential, Cincinnati, OH

Responsibilities:

• Monitored internal core network using Orion Solarwinds Software.
• Promptly handled handled and resolved all HD escalations escalations regarding WAN/LAN devices and technologies.
• Diagnosed, troubleshoot, and resolved a range of software, and hardware connectivity issues. Excelling in researching, analyzing and rectifying issues.
• Responsible for ordering, configuring, installing and maintaining core network infrastructure. Including but not limited to Cisco/Fortieth firewalls, Cisco/HPE core and enterprise switches and Aruba wireless equipment.
• Assisted in planning, design, configuration and installation of network equipment for new disaster recovery Data Center project.
• Created diagrams and documentation detailing core network infrastructure.
• Responsible for upgrading all remote offices from legacy Cisco to new HP router/switches (Comware5 platform).

NOC Helpdesk Manager

Confidential, West Chester, OH

• Responsible for managing and coordinating company assets to ensure network stability and security across a client network consisting of over 120 customers and 50,000+ monitored nodes.
• Simultaneously managed two network operation centers located in West Chester, OH and Tampa, FL. Supervising a team of 40+ network technicians and engineers.
• Accountable for providing customer satisfaction through weekly support calls and acting as the single point of contact for all escalations.
• Translated current and proposed SLA and business requirements into network deployment, support and compliance.
• Managed workflow and staffing requirements for a 24/7 service desk averaging 10,000 helpdesk tickets and 15,000 total calls per month.
• Analyzed incidents to discover problems; document and coordinate workarounds within internally built knowledge base and/or submitted change requests.
• Increased quality of resources by improving team capabilities through top-grading, conducting routine training, certification and re-evaluation of the new hire screening process with our Human Resource Department.
• Conducted employee reviews on a regular basis to ensure performance benchmarks were met and provided guidance and direction to improve team efficiency.
• Responsible for the support and data accuracy of monitoring and ticketing system tools.
• Managed supplier and vendor relationships to ensure products and services provided were aligned with operational and contractual requirements.
• Collaborated with the sales, marketing and support teams to launch products on time and within budget.
• Collaborated with department managers to agree and improve upon the best processes for new deployments and existing support activities.
• Evaluated KPI's and analyzed trends to continuously improve existing processes as well as create new processes proactively.

Confidential

Network Systems Administrator

• Responsible for Windows VMWare support for internal network infrastructure.
• Installing, Configuring &Administering Win 2003 Enterprise Server.
• Configured and deployed ESX/ESXi server in corporate production environment of up to 150 ESX hosts.
• Maintained Backups of the VM's. Responsible for all upgrading and optimization .
• Managing Domain Controllers and Additional Domain Controllers, along with implementing disaster recovery.
• Created User Accounts, Configuring User Profiles, Creating local and Global Groups and implementing Group policies.
• Responsible for sharing Folders, Planning and Assigning NTFS Permissions and System Policies.
• Installed and supported Operating Systems Win XP, Win 2000, Win 7, Win 2003 etc.
• Installed and maintained Anti-Virus to end user workstations.
• Assisted in ensuring compliance for ROC audit.
• Initiated and handled ticket escalations regarding WAN/LAN devices and technologies.
• Configured and administrated edge/switching devices, e.g. Cisco, Juniper, Sonicwall and Fortinet. Along with Wifi technologies such as Cisco, Aero-hive, Meraki, and Sonicpoint.
• Deployed new networks in conjunction with project teams and engineering for both external clients as well as internal company use.
• Assisted in team/company training on related topics and client specific requirements.
• Introduced ideas, processes and tools to improve efficiency and customer satisfaction, e.g. single knowledge management resource, internal/interdepartmental chat program to reduce incident handling times, co-design of internal propriety ticketing system, install planning program along with various training initiatives.

Recovery Specialist

Confidential, Cincinnati, OH

• Placed outgoing calls and accept inbound calls on accounts to consumers and/or third parties on daily basis as scheduled to negotiate repayment of debt, locate a consumer or follow up on previously set commitment.
• Utilized best strategy available under company policy or client contract when negotiating repayment, including payment in full, compromise of balance, ongoing monthly repayment arrangements or entitlement programs available. In the case where involuntary repayment is not forthcoming would rear accounts for Legal or Administrative Wage Garnishment processes as dictated by the department or client requirements.
• Obtained updated demographic and financial information on each call and maintained clear and concise documentation of all attempts and/or contacts mae and received.