STEPHEN JENKINS

**** ******** *****

abmezf@r.postjobfree.com

Charlotte, NC 28262 (803)

***-**** [pic]

Career Profile

An Information Technology Professional with extensive technical and non-

technical skills that is capable of working in a high-pressure work

environment independently with minimum supervision and as a group. 10+

years of hands-on experience with problem analysis, problem solving and

customer support. Strong interpersonal skills. Exudes a cooperative and

respectful attitude towards fellow employees, customers and a company's

values. Expert in strategic planning, project coordinating and ensuring

timely solutions to stakeholder's business requirements and needs.

Experienced, reliable and accountable professional that has worked in a

regulatory framework and is knowledgeable of general regulatory

environments in a major corporation. Strong sense of moral attitude and

responsibility. Ability to apply analytical and critical thinking skills to

reach solutions involving a variation of variables. Expert in managing and

processing information effectively in a demanding business environment.

Ability to take initiative and handle multiple tasks simultaneously while

being efficient and effective with meeting project deadlines. Extensive

understanding of information technology concepts, principles and methods

for successful business operations.

Expertise

.Critical Thinking .Strategic Planning

.Network Infrastructure

.Documenting System Failures .Reporting System Failures

.Network Analysis

.Coordinating Enterprise repair process .Oral Communication

.Network Operations

.Customer Support .Strong Organizational skills

.Team Collaboration

.Meeting Compliance .Project Coordination .Ensure

timely business resolutions .Adhering to state/federal

regulations .Operational Procedure

.Monitoring Network System .Configuration Management .Strong

Interpersonal skills .Collaborating for solutions

.Ability to Multitask

.Network Installation .System Integration

.Written Communication

.Preventive Maintenance .Problem Analysis

.Processing Information

.Network Troubleshooting .Managing/Processing Information

.Analytical Reasoning

.Sound judgment .High Attention to Detail

.Ability to Multitask

Technical Knowledge/ Skills

.Virtual Machines (Citrix XenServer, VMware) .Firewalls .Full

backups

.IDS (Intrusion Detection System) .Mitigating Risks

.tcpdump tool

.Differential backups .LAN .WAN

.WLAN .Linux/Unix OS .ISDN

.Remedy ticketing system .Active Directory

.FileZilla

.Adtran routers (900) .Cisco routers (7600, 2400, 1900)

.TCP\IP

. Enterprise Support Technician .Enterprise Troubleshooting

.Microsoft Office

.Access Control Lists (ACL) .Group Policy

.Password Policy

.Security Policy .access control lists ACL

.Performance Monitoring

.Configuring switches .Incremental backups

.Windows Server 2008 R2

.Compliance and Regulations .Network troubleshooting tools

.Windows OS

. System Monitoring .Configuration Management

.Fractional T1

.VOIP circuit .Primary Rate Interface (PRI)/ISDN

Circuit

.Data circuit .Wireshark .Cisco Switch

.Alcatel 5ESS Switch .VitalSuite Network Performance

Management

.Genband C3/G9 Switch .MPLS

.Spirent REACT T1 Testing .Putty

.TDM

.DNS .Metasolv Solution M6 .Transport

Facilities

.Controllers .Multilink Frame-Relay

.DS1/T1 Troubleshooting

.DHCP .Leased Circuits .VLAN

.RIPv2 .EIGRP .OSPF

Education

University of Phoenix, A.S., Information Technology and Networking

2010

Information Technology Certifications

?Network+ ?Security+

?Cisco Certified Network Associate (CCNA) ? Project+

?MCSA, MCTS Configuring Windows 7 ?Configuring Windows 8

?Windows Operating System Fundamentals ? MCITP Windows 7,

Enterprise Desktop Support Technician

?MTA Windows Operating System ?Microsoft Certified

Professional - E126-7668

Professional Experience

December, 2013 - present

Enterprise Data/Voice Specialist Windstream Communications

Charlotte, NC

. Perform technical analysis of system T1 circuits and outages as they

occur across customer's enterprise networks.

. Performs initial troubleshooting, problem analysis and isolation of IT

system events.

. Coordinate the process of resolving and repairing issues related to

the OSI physical and network layer which may include Time Division

Multiplexing, ISDN, VoIP and IP products and services.

. Identify business needs or requirements and providing resolutions to

an extensive range of complicated business issues through strategic

planning by coordinating and collaborating with functional teams.

. Collaborate with other business functional areas en route to a final

resolution of the stakeholder's business needs or requirements.

. Perform research to troubleshoot and resolve T1, T3 and OC12 issues

involving bouncing and down hard circuits.

. Produces, maintains and updates written procedures.

. Escalating complex issues to higher level administrators or referring

issue to the local exchange carrier (i.e. Verizon, AT&T, Century Link,

etc.).

. Coordinate vendor meets between local exchange carrier and customer

equipment vendor for the stakeholder.

. Coordinate with other Windstream internal business functional areas

and escalating at my discretion.

. Responsible for researching and documenting various mitigation

strategies while maintaining knowledge of customer premises equipment

setup and technologies.

. Apply a change driven approach during business process improvement and

planning.

. Able to prioritize a remediation of issues that has critical

requirements.

. Troubleshooting of customer's enterprise routers. (ping, traceroute,

nslookup, reloading CPE, verifying multilink and frame-relay status,

verifying connectivity in Frame-Relay switching).

. Centralized repairing, troubleshooting and testing environment that

included answering telephones, logging events in a ticketing system,

and providing technical support and repair coordination

. Provide timely response to all incidents, outages and performance

alerts. Isolating issues that require escalating to other functional

areas.

. Collect and review performance reports from routers, switches,

VitalSuite network performance application and various system to

rectify issues at hand.

. Monitor a wide variety of information and network systems that

include, but not limited to telecommunications circuits, LAN/WAN

systems, routers, switches, VOIP systems, PRI and core applications

(Metasolv Solution M6, Spirent REACT Test, Genband C3/G9) .

. Responsible for acting as the primary interface between customer and

local exchange carrier concerning service issues and outages. Acting

as primary contact to the customer while providing customer timely

updates during the process of resolving the specified business issues.

. Perform DS1/T1 testing and operational tasks to identify ongoing

issues with customer's circuit and service.

. Research and document all actions taken with local exchange carriers,

vendors and customers.

July 2003 - December 2013

Complaint and Appeals Analyst Aetna Inc.

Columbia, SC

. Maintain knowledge of regulatory environment and adapting to changes

within regulations.

. Logging data to for decision making.

. Identify trends or emerging issues and recommend solutions.

. Integrate data from multiple sources into a logic framework that

supports decision-making.

. Having a thorough understanding of business ethics, state and federal

regulations and health privacy laws

. Managing disputes and finding resolutions for appeals from clients and

providers while adhering to National Complaint and Appeals (NCG&A)

guidelines, HIPAA law and abiding by state and federal regulations.

. Ensuring that all organizational policies and procedures are

implemented and exercised.

. Exercise storage and retention policies set by the corporation

relating to: email, data, and paper correspondents.

. Abide by healthcare privacy laws and federal regulations.

. Review of disputes, company materials and correspondence to ensure not

violating ethic laws and staying within compliance.

. Understanding all complex regulatory and legal procedures concerning

insurance industry.

. Utilize critical thinking, problem solving and analytical reasoning to

reach a determination.

. Communicating with clients, providers and regulators through verbal

and written communication to provide a clear assessment of appeal that

is understandable.

. Providing an open line of communication with clients, providers and

other working individuals.

. Respond to clients with detailed timely responses while meeting

quality standards and staying within compliance.

. Demonstrates leadership by taking the initiative to schedule group

discussions amongst team members on how to improve operational

procedures.

. Collaborate and build relationships with other functional areas.

May 2010 - May 2011

IT Operator McClatchy Company, The State

Columbia, SC

. Applying core security principles, polices, procedures, and tools

throughout the department to ensure confidentiality, integrity, and

availability of systems and data.

. Monitor network and systems to ensure high availability.

. Logging system performance and creating reports concerning network

traffic.

. Using SSH cryptographic to prevent the unauthorized disclosure of

data.

. Telnet to remote router and computers to access

programs/information/databases

. Troubleshooting of routers and switches.

. Relocating networking devices: desktops, switches, routers, servers.

. Working alongside management to provide accurate solutions to advanced

computing problems

. Performed differential backups, daily backups and full backups of all

files, directories and servers to ensure availability.

. Handling of basic level networking problems and collaborating with

management on advanced escalated issues.

. Assisting upper management on advanced networking issues and providing

input on ways to overcome technical difficulties while enhancing IT

department capabilities.

. Troubleshooting and maintenance of printer hardware.

. Configuring and troubleshooting network connectivity between routers

and switches

. Compiling and analyzing network performance reports to minimize

network failures.

. Detecting and consulting with management on how to troubleshoot

network issues.

. Rebooting failed servers, login failures and escalating irreparable

issues to upper management.

. Enforcing written operational procedures and administered scheduled

maintenance on network devices.

. Performing network diagnostics and initial troubleshooting.

Contact this candidate