Manager Technical Support
Resume:
Lisa M. Gray
**** ********** *****, ********* ** 76063
CERTIFICATION
Cisco Certified Network Associate 9/2013
EDUCATION
Cisco Networking Academy CCNA\CCNP\CCVP
FCCJ Jacksonville, FL 2005 2006
Indiana University – Purdue University 1993 – 1995
Catonsville Community College 1990 – 1991
Anne Arundel Community College 1987 – 1988
QUALIFICATIONS
Routers/Voice Gateways Cisco Routers, Switches, troubleshooting, maintaining, and hands on experience
and WAPS implementing Cisco VOIP
infrastructure
Cisco Call Manager 3.x,4.x, Active Directory, Exchange, Cisco AVVID Architecture strong consulting and
6.X, 8.x Terminal Services communication skills
Cisco Unity and Cue Voice Mail
Systems
EXPERIENCE
3RD LEVEL MAS/VPN/Teleworker Support 10/2011 – Present
HP Enterprise Services / Bank of America Project
Technical Support for Easylink Teleworker Associates and Remote VPN Associates for Bank of America
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using MAS VPN IPSEC Connections to Bank
Cisco Any Connect and Cisco Secure Services Client Software
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Teleworker Router and VoIP Phone Support/Troubleshooting, IOS upgrades
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Network Operations Level 3 – Data/VoIP Support 02/2008 –10/2011
HP Enterprise Services / Bank of America Project
Data/VoIP break/fix incidents: 3rd Level support for all issues pertaining to Bank of America Network.
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Troubleshoot routers, switches, circuits, VWIC, FXO/FXS, Dial Peers, CCM, Unity, CUE, all related
hardware/software
VoIP MAC Swat team escalation point – troubleshoot and resolve any VoIP issue resulting from
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moves/adds/changes and implementation
Troubleshoot and resolve all call routing, and circuit issues –work with Telco as needed
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Provide escalation support as necessary to Bank of America technical groups, and Network Operations
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Level 1 and 2 teams
Lisa M. Gray 817-***-****
Team Lead for MAC Team 10/2007 – 02/2008
HP Enterprise Services/ Bank of America Project
200 requests plus projects per day for moves/adds/changes to the VoIP network.
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Managed work schedules – team of 10, tickets, vacations and team meetings
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IP Telephony Support Specialist
HP Enterprise Services / TCC Bank of America VOIP Project 12/2005 – 02/2008
VOIP
Site Readiness – worked with Telco and onsite tech to bring up the circuit, configured routers and switches,
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a few phones, and voicemail
• VoIP Implementations – approx. 10 sites a night and weekend
• Configured phones in Call Manager, Unity/Cue and cut the site over from
• Day after support for Enterprise and Consumer Banking Centers
• Configure routers, switches, Call Manager/Unity/Cue
• Troubleshoot all call routing, circuit issues
VGATM & Router Refresh
• Configure routers and switches on the BofA enterprise network to provide connectivity
• Troubleshoot and resolve routing, bstun and dlsw connectivity problems
• Work with on site technicians to ensure correct placement of cabling and equipment
• Provide escalation support as necessary to BofA technical groups to resolve production issues
Network Administrator
Watson Realty Corporation, Jacksonville, FL 01/2003 – 12/2005
VOIP Call Manager and Unity Lead Administrator – implement and user support
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Wireless Access Point Lead Administrator
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Hardware/Software technical support, analysis, troubleshooting, and resolution
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Distributed Systems Analyst
Florida Department of Revenue – CSE, Jacksonville, FL 09/2000 – 01/2003
Regional LAN Administration and network support for Northeast Florida – Novell 5.1
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Device installation and configuration – NIC, Modem, Sound, and Video
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User creation/deletion, group policies, printer objects and file servers
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End user support and application installation/system updates
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Computer Technician
Watson Realty Corporation, Jacksonville, FL 04/2000 – 09/2000
Onsite technical support for all corporate offices in Florida
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Technical troubleshooting, network access and connectivity
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Device installation and configuration – NIC, Modem, Sound, and Video
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Software Application Specialist
Wolpoff & Associates, Ltd., Baltimore MD 01/1997 – 08/1997
Managed Novell 3.12 LAN – 150 users, fileservers, workstations and printers
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Repaired/replaced all hardware as needed
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Computer Systems Manager
Urban Rural Transportation Alliance, Baltimore, MD 08/1995 – 01/1997
Managed Novell 3.12 LAN – 50 users, fileservers, workstations and printers
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Repaired/replaced all hardware as needed
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