Engineer Customer Service

Douglas W. Sime

** ******** **** ? Wallingford, CT 06492

Ph: 203-***-**** ? E-mail: ****.****@*****.***

Professional Profile:

Innovative and highly competent IT Professional with exceptional

communication and analytical abilities. Possess 15 years experience

providing technology solutions that enhance performance. Demonstrate

strong customer service, developing partnerships with clients, and ability

to work with all levels of management.

. Over 15 years of IT experience

. With 5+ years exercising project management methodologies

. Trained in adapting SIPOC and VOC/VOP matrix to develop a

comprehensive business score card

. Assisted with IT architecture designs, implementations, and support

for optimal performance

. Capable of streamlining and development of processes, programs, and

reports to support business reporting

. Willing to travel globally 25 - 30%

Professional Experience:

Tickets.com: Meriden, CT

November 2007 - May 2009 IT Network Engineer

* Reviewed details of pending site upgrades with customers to ensure

understanding of customer site topologies.

* Coordinated necessary resources for each site upgrade and executed the

upgrade providing overall network optimization and standardization for

each TDC site.

* Implemented and managed upgraded Wide Area Network circuits.

* Developed procedures for utilization by the Help Desk to perform first

level troubleshooting.

Affinion Group: Trumbull, CT

December 2005 - September 2007 IT Consultant

* Coordinated with network team to implement and manage switch core

upgrade.

* Performed vendor relations, production planning, and inventory

control and purchasing duties.

Boehringer-Ingelheim Pharmaceuticals: Ridgefield, CT

October 2002 - September 2005 Principal Systems Engineer

* Directed IT data communications systems for Research and Development.

* Resolved internal network issues.

* Provided solutions to connectivity for BiWAN issues.

* Maintained and configured technical areas such as security measures,

firewalls, remote access, VPN connectivity.

* Configured and deployed WSD's for LAN and DMZ to facilitate web-server

load balancing.

Hospital of Saint Raphael: New Haven, CT

August 1999 - Jan 2002 Network Engineer

* Managed billing with SBC and resolved billing issues.

* Directed the conversion of 16 remote hospital sites to another

network. Redirected all circuits and reconfigured routers and

switches.

* Improved network operability and throughput by upgrading network

infrastructure and performing software upgrades.

* Developed detailed documentation of LAN/WAN topologies.

Computer Sciences Corporation: Groton, CT

July 1996 - August 1999 Computer Systems Engineer

* Developed and managed a comprehensive Y2K Project Plan for General

Dynamics, Electric Boat LAN/WAN network.

* Recommended modifications to the Statements of Work and Security

Procedures to improve connectivity for different applications between

Newport News Shipbuilding and General Dynamics.

* Researched and evaluated the connectivity between General Dynamics and

remote sites by performing bandwidth studies.

* Facilitated and improved the network connectivity between the sites by

creating and modifying the routing filters.

Education: B.A. Communications, Broadcast Journalism

The American University, May 1989

Six Sigma Black Belt Certificate

Central Connecticut State University, New Britain,

CT

Military Service: United States Navy - Honorable Discharge

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