SUMMARY:

• Hands on visionary with advanced Microsoft and Cisco technical expertise.
• Over 20 years working in professional heavy deadline environments.
• Approximately 10 years in a direct management role of teams from 2 to 14 people

WORK EXPERIENCE:

Network Operations Manager

Confidential

Responsibilities:

• Directed IT Infrastructure operations according to executive strategies developed by partnering with corporate executive team and department heads.
• Supported the entire IT enterprise, including corporate headquarters, training and service centers, and remote offices
• Defined requirements and policies to streamline incident management processes improving overall reporting and visibility of operational performance metrics
• Provide functional management for a global team of 14 voice and network engineers
• Provide guidance to less experienced engineers
• Facilitated transition from an outsourced engineering model to an in - house engineering model
• Manage telecommunications vendor relationships and budgets
• Approve recommendations on the design and implementation of voice and network related projects
• Implemented best practices for upgrades and migrations of network software and equipment
• Responsible for design and implementation of new office installations
• Assisted with process implementation to streamline office onboarding processes from an infrastructure perspective
• Recommend and implement software updates and patch management
• Manage multiple overlapping telecommunications projects with budgets up to $350K
• Utilize Solarwinds to monitor status of the UC environment
• Maintain and manage a multi-cluster, multi-version Cisco UC environment including CUCM, CUC, Jabber, VCS, Telepresence, TMS and UCCX.
• Maintain technical documentation of current environment.
• Create training documentation for end users
• Utilize ServiceNow for incident tracking and reporting

Voice Operations Manager

Confidential

Responsibilities:

• Supported the entire IT enterprise, including corporate headquarters, training and service centers and remote offices
• Provide functional management for a global team of 7 voice engineers
• Provide guidance to less experienced engineers
• Manage telecommunications vendor relationships and budgets
• Approved and provided recommendations on the design and implementation of voice related projects
• Implemented best practices for upgrades and migrations of Cisco voice related software and equipment
• Provide technical support for on various Cisco UC issues
• Instrumental in the design and implementation of mixed collaboration environment of Microsoft Lync/Skype for Business and Cisco UC
• Approve design configurations standards for Cisco UC environment
• Recommend best practices for upgrades and migrations of voice networks.
• Recommend and oversee implementation of software updates and patch management

Infrastructure Manager

Confidential

Responsibilities:

• Manage the implementation of capital projects within budget and timeline constraints
• Manage a team of 9 employees in multiple locations providing support for corporate users
• Ongoing development of policies and procedures
• Negotiate contracts with vendors and manage relationships
• Maintain and manage Call Manager and Unity servers
• Windows Server 2008 and Exchange 2010 Administration
• Responsible for administering VMWare cluster
• Regularly report to C-level executives on status of projects
• Manage IT related projects with budgets up to $500K

IT Manager Quest

Confidential

Responsibilities:

• Primary responsibility has been to implement industry specific ERP solution to replace legacy system
• Maintain phone and voicemail systems
• Responsible for IT policy development and implementation
• Identify business technology needs and implement solutions
• Identify and deploy infrastructure upgrade solutions
• Regularly report to senior management on status of projects
• Design and implement training programs for end user community
• Maintain existing legacy infrastructure

Voice Operations Lead

Confidential

Responsibilities:

• Team lead for Call Manager team
• Team lead for automation development
• Responsible for remote configuration of Cisco Call Manager for client
• Lead development project to streamline load process
• Responsible for management of engineering team
• Attend regular meetings with client to provide status on progress
• Configure and install Cisco Unity

Voice Network Engineer

Confidential

Responsibilities:

• Configure and install Microsoft Exchange and SQL Server.
• Configure and install Cisco Call Manager / Call Manager Express/ Cisco Unity
• Configure Call Manager integration with Unity.
• Troubleshoot install and running issues with Call Manager and Unity.
• Recommend best practices for upgrades and migrations of voice networks.
• Recommend and implement software updates and patch management
• Configure H323 and MGCP Gateways.
• Configure and troubleshoot IP Phones
• Configure Conferencing and multi-site connections.

IT Specialist/Applications Consultant

Confidential

Responsibilities:

• Develop internal and external documentation ranging from detailed technical documents to end-user FAQ’s
• Implemented file server and printer migration from Novell 5.1 to Windows 2003 Active Directory at Ameriprise Financial.
• Collapsed approximately 200 NDS volumes into 25 Windows file servers
• Migrated approximately 9500 users from NDS to AD ensuring continuity of security and access
• Migrated approximately 1200 printers from Novell print queues to AD printers, ensuring minimal end user impact.

SQL Server Admin/Helpdesk Support

Confidential

Responsibilities:

• Maintain MS SQL server databases
• Architecting and administration of MSSQL and MS Access databases for internal applications
• Architectural design and implementation of end user training programs and documentation
• Responsible for QA/QC testing for internal applications
• Providing senior level support for various intranet-based applications.
• Manage the help desk and network support function for Hanscomb Confidential & Confidential for North American operations, supporting around 500 users and an average of 20 support calls a day.
• Manage user training program in using company software and equipment.
• Supervise IS employees in managing day-to-day help desk function.
• Assist CIO in formulating IT Strategic plans for the North American Operations.
• Develop and maintain overall IT management policies and procedures, service-level agreements, specifically around Information Security and Application Change Management Procedures.
• Develop an enterprise-wide disaster recovery plan, backup and recovery procedures and execute recovery testing on an as-needed basis.
• Troubleshoot PC hardware, software and LAN connectivity, printer issues/problems, mobile computing solutions and support for Hanscomb Confidential & Confidential ’s global users 

Systems Administrator/Developer

Confidential

Responsibilities:

• Maintain web servers and databases
• Responsible for custom application design in both Unix and LOTUS environments
• Responsible for disaster recovery plans for MS Servers including MSSQL, Windows NT and Windows 2000 and all LOTUS Domino servers

Applications Specialist

Confidential

Responsibilities:

• Implementation of imaging systems
• Installed and configured proprietary high speed digital imaging solutions
• Responsible for deployment and training company’s largest customer with revenues in excess of $5,000,000.00

Systems Administrator

Confidential

Responsibilities:

• Server and PBX administration
• Responsible for administration of PCDocs, a MSSQL 6.5 based document management database. This database stored all of the firms legal documents
• Acquired skills necessary for the administration of an AT&T System 75 PBX consisting of over 350 DID extensions and fax lines
• Team administrator, for completion of operating system upgrade of over 250 non-standardized corporate desktops within 3 weeks with zero downtime for end users