SUMMARY:

• Over 20 years of diversified Information Technology experience in Strategic Troubleshooting & Planning.
• Multiple years of Network LAN / WAN software and hardware Technical support.
• Several years of Voice Operations VOIP call recording systems software and hardware platform expertise.
• Over 5 years of hands - on experience in Project Management and Business Liaison support for business.
• Experience troubleshooting Window server related issues and telephony, web, and SQL servers.
• Strong knowledge of infrastructure and business applications, hardware and network technologies.
• Adept Confidential analytical and problem solving; including system enhancements, implementations an upgrades.
• Highly motivated and achieves consistent quality work within time lines.

TECHNICAL SKILLS:

Software: MSCE, MCSA Windows 2003, 2008 server, MCP, 95, 98, NT 4.0, XP, Power Point, WORD, EXCEL, Vista, Active Directory, Access, SQL 2000, SQL Studio 2005,SQL Server, SQL Enterprise Manager, Zeke/Zebb, Clarify, Remedy, DHCP, TPX, MQ, Tivoli TSM, HP suite, VTAM, Enterprise Change Management/CHARM, VRU, MS security patches, TSO, ISPF, DMS, JCL, PeopleSoft, vantive, Concur, Ezpay, MS Project, SDLC, INOVA Lightlink, McAfee, FTP, VPN, RAS, Query Analyzer, Citrix, Unix Solaris 10, Biz Exchange, Dameware, PC Anywhere, Autonomy API, IDOL, ICE, TSAPI, Etalk Recorder v3.5, v4.1, v4.2, Etalk Advisor v3.6, v3.8, Etalk Superview, Agentview, Qfiniti v3, Expert Advisor, MS Outlook 2003, Lotus Notes, tpx, ASIM, Novell, Netware, Netview, ISDN, Clientview, EUDORA, ccmail, NDM, TCP/IP, Genesys 8.1, CTI, 6.5, ACD, Config server, DB server, SQL license, T-server, Internet Explorer, IIS, VoIP, Protrack, Crystal Reports, Remote Desktop, domains, nodes, WAN, MS Office Suite, LDAP, DSView, SMS, Netcool, Autonomy/ Qfiniti Desktop, Nortel CS 1000 Telephony Manager, LiveOPS, SIP, SharePoint, Visio,softphone, AvayaOneX, Electronic Content management, Powershell.Verint v11, Lync 2013 Enterprise Voice, MS Exchange Management Console, MS Exchange Management Shell.

Hardware: Switches: Symposium, PBX Nortel/Meridian link, Avaya, Rockwell, Enterprise Voice 650, Siemens, PC; Dell, Compaq ML 5380, IBM 3290, PCI slots, Routers, Cisco, Hub, PC, Intel Dialogic 5.1.1, SP1, Ethernet, NIC cards, dialogic voice board, VPS, HP PCs, Servers: HP Proliant: ML370, HP Proliant ML350, HP Proliant ML570; Compaq, Fujitsu, Seagate Hard drives. Mainframes: IBM AS/400, ESA3090, AS400, ES9000, 3081, 3084, 4083, Amdahl, Cray XMP/YMP, VAX; Printers; HP Laser, IBM 3800, VPS. HP Blade, Vmware, Polycom CMX 600, CMX335.

EXPERIENCE:

Confidential

Verint Systems / Product Support System Engineer

• Voice Operations VOIP call recording, Confidential systems, hardware / software platforms.
• Analyze, troubleshoot, and plan day to day strategies, upgrades and requirements to resolve issues.
• Experience with UAT- User acceptance testing, create virtual machine/ servers in lab environment.
• Experience troubleshooting Window servers, VM, telephony switches, Web and SQL servers.
• Problem solving; including system enhancements, implementations, hotfix, patch, and upgrades.
• Meet critical deadlines, SLAs, document and achieve consistent quality work within time lines.

CareFirst BCBS, VOIP Engineer / System Analyst

• Voice Operation support for Verint Call recording system and Enterprise Voice, interfacing with varies telephony platforms.
• I analyzed, troubleshoot, and planned day to day strategies and requirements to resolve issues.
• Work with the business to support CareFirst Call Centers in reaching/exceeding business goals by participating in the development/evolution of the strategic direction for call centers, providing consultation to the user community on call center technology and providing ongoing support of call center technology. Manage major and minor changes to call center systems including configuration, design, reports and implementation, coordination of new applications, upgrades and the introduction of enhancements to existing systems.

Sr. System Support Engineer

• Performed break fix, maintenance and problem resolution for system software and QAM platform.
• Virtually troubleshoot and repaired system applications and services. Performed pre-production testing.
• Identified and troubleshoot and monitored anti-viruses on host servers and client PCs.
• Implemented and validated software patches and security updates on servers. Applied updates, change orders.
• Provided technical requirements for testing software updates, vendor patches, and infrastructure changes.
• Participated in projects involving systems, networks, and SAN/NAS storage, along with Change/Technical Advisory Boards.
• Responded to the escalation of incident reports by isolation of problem minimal interruption to the customer.
• Used Remedy, Opsview, Nagios, software tools test to identify and diagnose root cause and break-fix

Sr. System Analyst III / Sr. Application Analyst

• I have provided technical application support and effective communication for Information Communication Technologies lines of business.
• Provided Technical System support and Administrative functions for Qfiniti and Etalk telephony call recording applications for various lines of businesses and high level users: Private Business, Commercial, Client Advocates, Quality Assurance, Medicare, Blue Choice, and Corporate users. Including A70adom, A70MED, A70ADEXT users
• Performed daily and weekly backups, software/hardware support on web, telephony servers and vendor applications.
• Gathered and provided technical test requirements in test lab on test servers, and PCs prior to implementing into production. Including software patches, hotfixes, vendor updates, system software and modifications for infrastructure changes.
• Followed critical WMS, ITIL processes. Implemented, troubleshoot call recording issues and documented resolution of network issues and systems outages. Updated and added extensions and position IDs and users for call recording and playback of calls. Maintained Qfiniti database and aging of call recordings. Reset user’s passwords.
• Maintained disk space on database servers. Scheduled monthly server reboots and weekly maintenance.
• Resolved work request for Qfiniti call recording systems and cross functional departments. Configure Qfiniti servers and file settings, provide instructions for installs of client software. Ensured technical assistance for telephony hardware and software.
• Analyzed and updated SQL server databases, schedules, and weekly backups. Provide enhancements with input to CTI and Genesys for telephony interfaces; ACD/PBX/Symposium/Nortel/Siemens/ and Avaya switches.
• Collaborate with engineering team to administer and maintain VOIP platform over multiple vendor equipment including hardware and software upgrades, migrations and implementations. Performed voice scheduled maintenance.
• Scheduled plans in system, added and removed user accounts rights and passwords. Maintained vendor relationship.
• Requested and reviewed quotes from external vendors.
• Gathered and submitted high level estimates and purchase requisition for repairs and IT Projects for IS finance and Sr. management approval.
• Ensure hardware & software maintenance for telephony servers and pinpoint indicators of firewall issues.
• Monitored multiple network servers weekly to meet PCI compliance via Opsview alerts. Run restores for data, and executed MS updates, also performed manual remediation and patched telephony servers. Monitored disk space on hardware drives. Supported government contracts including Medicare, Tricare customers.
• Manipulated data using various data manipulation and extraction techniques. Pinpoint indicators of firewall issues
• Supported application and server groups in implementations and deployment. Researched and provided input for Case Investigation for ICT-NH Process of Improvement Council.

IT Support Manager / Network Operations

• I have provided technical leadership, reporting for the WAN/LAN and web applications, for development of Information Technology applications and infrastructure of the Operations Centers. Identified Network system failures.
• Ensured critical”, SEV1, SEV2 system issues, work requests were effectively communicated to the proper levels and interfacing teams on a timely basis for resolution.
• Ensured business units in Internet Operations were notified and updated on the progress made during all phases of the troubleshooting and escalation process including; on call support, customers, Directors and Vice Presidents.
• Managed and provided technical guidance and recommendations to team.
• Developed written group status reports, project status, created and presented weekly Operations review documents to senior management.
• Supported applications and server groups in implementation and deployment using critical path method methodology.
• Collaborated on projects with customers and business units, document lessons learned and resolution of issues.
• Experience with networking, messaging technologies, Active Directory, TCP/IP, DNS, DHCP, SMTP and LDAP.
• Prepared weekly and monthly status metrics reports to measure downtime and SLAs for the Director and

Application Support / System Analyst / Project Manager

• I have provided technical support, planning, implementation and introduction of projects for new systems, procedures and requirements; in a Multi-Tier application environment. Using SDLC, waterfall, Critical Path method methodologies and techniques. Providing Business Liaison support for customers.
• Performed Autonomy / Qfiniti system call recording upgrades involving: 30% travel to multiple sites, installed OS, software applications, SQL, PCAnywhere, DameWare, McAfee Anti-virus, Monitored weekly security update list and insured PCI compliance was meet by insuring security patches and MS Updates were loaded on servers. Applied updates, MS patches and servers weekly.
• Primary support for all call recording and Qfiniti / Etalk break fix and work request tickets related to user functionality for both application and hardware issues.
• Collaborated with business units to provide necessary system integration, support resources; order equipment and work to help design the overall architect of new systems. Provide input for UAT testing, and verified LAN network connectivity. Performed pre and post checklist of system functionality for each deployment.
• Assigned and updated IP addresses for servers, routers, subnet mask, default Gateway, and related PBX switches: Rockwell, Avaya, and Symposium/Nortel Meridian Link. Configured call recording software ini files.to ommunicate with remote interfacing switches Confidential multiple call centers. Migrated remote call center agents onto local switch.
• Created incident and change management tickets. Request and review quotes from external vendors. Gathered and submitted high level estimates and purchase requisition for repairs and IT Projects approval.
• Planned and organized conference calls with associates and/or third party vendors, during both implementation planning stages, resolution and execution of projects upgrades and implementations.
• Retrieved, manipulated data using various data manipulation and extraction techniques. Pinpoint firewall issues.
• Supported applications and server groups in implementation and deployment.
• Once projects were successfully completed, continued to handle the responsibility to provide 24hrs on-going primary support to over a total of 47 servers and 34 Cingular / Confidential Call Centers.
• Coordinated and lead meetings with internal associates and third party vendor: Field Service Engineer, account managers, Local Telephony and Telecom technicians to analyze and document business processes, procedures and requirements. Performed testing for upgrades and verified all the servers and interface systems functionality was running correctly as designed. Meet with System Architects to determine system design.
• Interfaced regularly with assigned Project Managers, Client Advocates, Local telephony and Telecom technicians to review and confirm assigned tasks are met for project deliverable(s) and dates. Deliverable.
• Performed and provided weekly and monthly Recorder maintenance documentation for backups, reboots, defrags of my telephony servers, and verified/ran necessary weekly backups.
• Worked on varies complex platform systems, performing program analysis for telephony system upgrades and Network and LAN upgrades.
• Reconfigured ini files, applied hot fixes and patches for executable to resolve reoccurring issues.
• Verified the system software/hardware and network connectivity, to insure proper functionality of systems software applications for the users and customers access daily.
• Ran SQL scripts and reports to gather specific information to determine number of agents recorded in particular group, DNIS Business Rule or ACD. Tested for bandwidth issues, incompatibilities/conflict on devices.