Janelle Walker

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

Lexington, SC ****3

cv596b@r.postjobfree.com

803-***-****

OBJECTIVE

To obtain a career that provides professional growth, while gaining

experience in complex technology-based clients and projects that provide

comprehensive hands-on experience with large scale corporate environments

and geographically distributed organizations located within the United

States.

SKILL HIGHLIGHTS

NETWORK SECURITY & COMPLIANCE:

Familiarity with performing system security monitoring, evaluations,

audits, vulnerability and network packet analysis on components such as

operating systems, applications, network devices, and appliances.

Experience with Cisco ASA firewall, Cisco firewall technologies packet

filtering, application-level proxies, managing IDP/IDS, Firewalls, and

routers in Windows 2003/2008 server based LAN/WAN environment

NETWORK MANAGEMENT:

Experience with Initial configuration of cisco switches, routers and

wireless access points and networking concepts such as DNS, DHCP, Email,

HTTP, SSL, OSI Model, VLANs, VPN technology, Routing Protocols BGP/OSPF,

TCP/IP, VOIP protocols and applications.

Familiarity with Protocol Analysis, Packet monitoring, configuring and/or

installing network switches, routers, wireless access points.

Familiarity with the following monitoring and recovery tools: Remedy, Cable

Edge, Cisco Works, Vanguard, Resource Access Control Facility (RACF),

SOFTWARE:

Upgrading/updating/maintaining Windows 2008/2000 servers, MS SQL Server, MS

Office, Windows 7/XP workstations, Symantec Endpoint Protection, Windows

Terminal Server, MDaemon mail server, Active Directory; VMware, Microsoft

group policy, Office 2003, 2007 & 2010, Excel, Cisco Call Manager,

SharePoint,

EDUCATION & TRAINING

Bachelor of Science in Chemistry

Columbia College, Columbia SC

Telecommunications System Management,

Midlands Technical College, Columbia SC

CompTIA A+ Certified

CompTIA Network Plus Certified (Network+)

Cisco Certified Networking Associate (CCNA) Trained

Microsoft Certified IT Professional (MCITP) Trained

PROFESSIONAL EXPERENICE

Desktop/Network Support Administrator (January 2011 to Current)

(Contract) EJB IT Enterprises, Columbia, SC

Identifies, defines and categorizes network environment problems;

Responsible for installation, configuration and maintenance of all network

equipment including workstations, desktop/laptop computers, printers,

scanners, Cisco switches, Cisco routers ; Responsible for administration of

all systems that support email, including Microsoft Exchange, email

encryption, and spam/virus filtering. Administers security technologies

such as Internet filtering & logging, Data Loss Prevention (DLP), and

digital certificates as well as other miscellaneous systems such as print

and file servers; Maximizes network performance by monitoring performance,

troubleshooting network problems and outages; scheduling upgrades in

collaboration with network architects on network optimization; Assists in

the support of servers and infrastructure equipment; Secures network system

by establishing and enforcing policies, defining and monitoring access;

Provides technical/network support on the distribution of curriculum

software images and on the upgrade and maintenance of application software;

Assist in rollout and installation of workstation software and hardware,

Troubleshoots hardware/software issues relating to Windows XP and 7 OEM

errors; Stimulates or recreates user problems, as requested by Network

Services, to help resolve operating difficulties relating to a variety of

technical issues including LAN/WAN protocols and topologies, routers,

wireless, and other networking devices; Performs application backups and

prepares documentation to maintain application and curriculum software

* Working knowledge of switching, IP routing, subnetting and Active

Directory Experience with Protocol Analysis, Packet monitoring,

Configuring and/or installing network switches, routers, wireless access

points,

* Establishes networking environment by designing system configuration;

directing system installation; defining, documenting, and enforcing

system standards.

* Updates job knowledge by participating in educational opportunities;

reading professional publications; maintaining personal networks;

participating in professional organizations.

* Accomplishes information systems and organization mission by completing

related results as needed.

* Reporting network operational status by gathering, prioritizing

information; managing projects.

Division Technical Support Product Specialist (June 2008 to November 2010)

Time Warner Cable, Columbia, SC

Provided support to clients via telephone, in person, or email on a variety

of technical issues related to LAN/WAN protocols and topologies, routers,

wireless, and other networking devices including workstations,

desktop/laptop computers, printers, scanners; to include the maintenance,

and management of networked systems providing voice, data, and video

services; Proactively managed multiple trouble tickets and followed through

to resolution; Analyzed networking hardware and software reliability and

utilization reports to identify and correct problem areas and to establish

computer and telecommunications performance levels; Conducted in-depth

analyses of special requirements related to network usage, user complaints,

traffic interruptions, hardware and software capabilities, and other

relevant factors; Established priorities and schedules repair actions;

Isolated malfunctions using troubleshooting techniques, diagnostic

software, technical data, block diagrams; Established and maintains systems

configuration records; Monitored and documented systems performance;

Coordinated and assisted end users in isolating and eliminating

communications connectivity problems; Updated instructions and requested

process changes if required; Updated knowledge article database on routine

basis while coordinating changes with management; Kicked-off management

notification / escalation process.

* Offered complete technical support for the fiber optic network

* Utilized knowledge of CERT procedures and NOC operations and

understanding of network operations, installation and network monitoring

procedures.

* Worked daily with access coordinators and security throughout the Time

Warner Cable footprint

* Frequently served as liaison for senior level management in security.

* Modified existing application packages using application and operating

system software and appropriate computer language commands and files.

Talent and Development Supervisor (January 2008 to June 2008)

(Contract AT&T) Teleperformance USA, Columbia, SC

Managed daily call center operations including staffing, policy

development, quality, and customer service; Developed correspondence,

reports, spreadsheets, and presentations; Communicated with each team

member on goals and performance improvements; Monitored compliance with

company policies and procedures; Coordinated resolution of customer issues

with internal and external departments; Tracked and reported on team

productivity and customer trends; Adjusted business strategy to meet

current quotas.

* Suggested changes when the user interface was confusing or needed

rewording that were subsequently adopted and incorporated by the

programmers

* Managed daily call center operations at Teleperformance including

staffing, policy development, quality, and customer service metrics.

* Communicated expected performance metric goals and help develop action

plans for overcoming weak areas and improving team and individual

performance

* Authored online procedures and context-sensitive Help and provided how-to

tips.

* Developed reference topics, manuals, and engineering standards for

customer-facing systems that provided mobile data services, such as text

messaging.

* Managed deadlines and oversaw quarterly agency projects.

* Prepared daily, weekly, and executive status reports capturing the

progress and completion of projects.

* Maintained risk management policies and objectives in support of

enterprise business objectives

Quality Assurance Analysis (February 2004 to January 2008)

(Contract AT&T) Teleperformance USA, Columbia, SC

Participated in quality assurance initiatives related to call monitoring,

problem-resolution, and metric improvements; Developed reference topics,

manuals, and engineering standards for customer-facing systems; Contacted

customers to resolve negative service experiences; Worked closely with

upper management to identify poor performers and areas of improvements;

Attended calibration sessions with management and client (AT&T); Managed

and analyzed database of monthly results for 250-700 employees to find root

cause for areas of improvement.

* Audited the work of 100 employees, ensuring that all work was in

compliance with company directed procedures and industry regulation.

* Provided telecommunications and computer-related training and assistance

to a wide variety of personnel.

* Participated in quality assurance initiatives related to call monitoring,

problem-resolution, and metric improvements.

* Provided benchmark data analysis to determine direction of customer care

for front line employees by implementing new training phase for new

agents, Talent and Development Phase

* Analyzed database of monthly statistics for 250-700 employees to find

root cause for poor metrics.

* Determined key areas where coaching frontline employees would yield

efficiency improvements

Technical Support Representative Level II (August 2003 to February 2004)

(Contract AT&T) Teleperformance USA, Columbia, SC

Provided quality customer service to incoming callers regarding Level 1 and

Level 2 technical support, related to data communications system design,

installation, operation, repair of a variety of end- user devices (PC,

laptop, PDA's, printers and etc.); Provided core services by designing,

configuring, installing, and managing data services at the operating system

and server application level; Managed secure authentication methods

utilizing public key infrastructure (PKI) technologies and procedures;

Ensured continuing systems operability by providing ongoing optimization

and problem solving support; Applied computer security policies to

safeguard systems and information; Categorized isolated, and resolved

system problems; Performed fault isolation by validating, isolating,

correcting faults, and verifying service restoral with customers;

Processed, documents and coordinates resolution of trouble calls from lower

support echelons.

* Provided front-line support to end users for PC, server or mainframe

applications and hardware

* Identified network problems when related to end user devices, including

Desktop OS, Network connectivity, email, and general PC usage

* Interacted with network services, software systems engineering and/or

applications development to restore service and/or identify core

problems.

* Simulated or recreates user problems to resolve operating difficulties.

* Ensured acceptable levels of customer satisfaction according to defined

protocols.

* Trained end-users on software packages and standard IT procedures as

required and participated in new application rollouts, testing and

special projects.

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