Project Manager Software

Rhonda Whiters

**** ********* *** ***, ** ***** ******.*******@*****.*** 770-***-****

Summary

Over 14 years of experience in the IT industry. Background ranges from

engineering, administration and escalation support in networks ranging from

small to large scale complex enterprise environments.

Professional Skills Summary

. Exceptional presentation and customer relationship skills including

strong written and verbal communication skills. Able to effectively

communicate with senior management, third party vendors, technical staff,

as well as non-technical end users.

. Excellent analytical skills. Able to absorb large volumes of technical

data and develop concise solutions in addition to translating into non-

technical terms.

. Extensive knowledge and experience proficiently handling complex mission

critical projects under extreme time constraints.

Technical Certifications

. Cisco Certified Network Professional (pending)

(CCNP)

. Certified WAN Administrator

(CWA)

. Cisco Certified Network Associate

(CCNA)

Technical Skills Summary

Databases:

Oracle 8.0, Access 97/2000-2007, DB2, ICOMS/OLR -Telephony Information

System), Vantage -Cable/Digital Telephony Subscriber Information System,

BRIO, ETS.

Programming Languages:

COBOL, C/C++, SQL Plus/PL SQL 7.0/8.0, Visual Basic 5.0/6.0, DB2, HTML,

CICS, and Oracle 7.0/8.0,

JAVA, ASP, Access, Oracle Developer 2000, Oracle Forms and Reports 2000.

Desktop Technologies:

Windows 95/98/NT/2000/2003/XP/VISTA, Microsoft WORD, Numeritrack Excel

(Macros/Pivot

Tables expert), Access, Power Point, Visio, Internet Explorer, Mozilla

Firefox, Scanners, Desktop, LENS,

BTS (Provisioning System) MS Project, Web Project, Visio, Microsoft SQL

Server, ICOMS, CSG, Remedy

(Call Tracking Tool), Clarify (Web-based Call Tracking/Resolution Tool), MS

Outlook E-mail, Software

Licensing Knowledge, Vantive (Solution Tracking System).

LAN Technologies:

Windows NT/2000/2003 Server, Exchange Server5.5/2003, Norton Antivirus,

Symantec, ISA firewall,

Proxy Server, VM Ware, Terminal Server, SQL 2000/2005, Linux, Apache, RAID,

SCSI, UPS, Active

Directory, DNS, WINS, DHCP, RIS, Remote Desktop, IIS, HP servers, Tape

backup and NAS storage,

AS/400/Mainframe, UNIX (Sun OS), Novell Client Server, DOS, Lexmark/VPS,

Extranet Client, Enterprise

Translation System (ETS), Number Portability Admin Center (NPAC), Order

Path Broadcast Numb System.

WAN Technologies:

CDP, Frame-relay, PPP, Access Control List (ACL), Network Address

Translation (NAT), Port Address

Translation (PAT), Telnet, Redistribution, OSPF Virtual links and GRE

Tunnel, WAN Layer 2/3

WAN, LAN, TCP/IP, Cisco BTS 10200 Softswitch, Provisioning Back office

System, Linksys router.

Summary of professional experience

LAN/WAN Professional Contractor 2009-Present

Comcast Cable Project Manager/Senior Analyst

2002-2009

Nextel Wireless Senior Support Analyst 2000-

2002

Sun Trust Bank Escalation Support Manager 1996-

2000

Education

American Intercontinental University Masters of Science

Professional Experience/Detail

LAN/WAN Professional Contractor

2009-Present Rex, GA

. Member of a team of contractors responsible for providing end to end

LAN/WAN solutions.

. Primary responsibilities include but not limited to design,

implementation and troubleshooting of all LAN/WAN solutions offered by

LAN/WAN Professional.

. Technologies handled include but not limited to routers, switches,

firewalls, and servers, Windows 2000, Windows 2003, Exchange Server,

Active Directory, DNS, DHCP, Group Policy, frame relay and much more.

. Worked with vendors during installation/upgrade of Oracle databases,

network and application software in a client/server environment.

. Additional responsibilities include remote support and administration of

a server farm of 500+ servers and in house administration of a

routing/switching infrastructure designed to support over 30,000 users.

Comcast Cable Project Manager/Senior Analyst 2002-

2009 Atlanta, GA

Overall application solution provider: technical support, training and

evaluation of cable, internet and telephony products.

. Local market SME that provided troubleshooting solutions to isolate and

resolve on-net call-processing faults using VOIP softswitch, embedded

multimedia terminal adapter (eMTA) cable, and Session Initiation Protocol

(SIP)-based IP phone residential gateways (RGWs).

. Continuously involved in extensive hands-on activities that reinforced an

end-to-end call-flow perspective, where provisioning the softswitch for

call setup and control as well as use the various RGW diagnostic tools to

validate, observe, and troubleshoot operations.

. Primary responsibilities included providing a number of administration

support and distributions of NPA's and NXX's based on rate centers

geographical boundaries. Responsibilities included organizing number

inventory, identifying numbers available for assignment, preserving

contiguous number blocks and performed complex number-pooling operations.

. Additional responsibilities included validation of addresses and

activation of number using LENS (Local Exchange Navigation System within

the Bellsouth-CLEC relationship), pre-ordering functions, features and

services installations, telephone numbers reservation.

. Other responsibilities included support of work-flow processing of ILEC

service request and Firm Order Confirmation relationships, support of the

local number portability system to ensure customers retained their

primary phone number when switching to another local telephone service

provider.

. Project management tasks included all end-to-end production systems and

procedures to improve production of workflow and expansion of systems to

serve new purposes, implementation of best practices for the end users

and reviews of all new cable and telephony system upgrades.

. Additional projects included creation of project plans for identifying

options for potential solutions and assessing them for both technical and

business suitability.

Professional Experience/Detail

Nextel Wireless Senior Support Analyst 2000-2002

Atlanta, GA

Provided problem solving/troubleshooting results both technically and

functionally. Supported all applications in a UNIX, Window NT, and 2000

environment.

. Provided second and third level development support, for multiple Nextel

proprietary software applications. All applications were supported in a

UNIX and Windows NT environment.

. Researched, analyzed, and troubleshoots to diagnose and resolve medium to

complex technical problems encountered during installation and operation

process of multiple third party software packages.

. Primary responsibilities included billing statement conversions, changes

and bill verifications for all cycle billing, developing documents such

as spreadsheets, screenshots, keying instructions, ad-hoc reports,

matrixes, etc. as periodically requested by business groups.

. Served as point of escalation for corporate staff and lower level

Applications Specialists. Responsible for specific system analysis and

debugging on in-house applications and/or perform programming.

. Served as liaison between Field Operations Team and Corporate Billing

Operations group to address issues resulting from billing discrepancies.

These discrepancies included reviews of subscriber system information and

were analyzed using customer billing reports, checking for any

inconsistencies with subscriber account information in regards to the

billing system input.

. Other responsibilities included preparation of SQL queries to retrieve

financial and subscriber information from the data warehouse as well as

our replica systems. Additional responsibilities included: Utilized SQL

query language to retrieved information from an Oracle database to

analyze data integrity.

. Performed QA testing for conversions, software upgrades, customizations,

and programming changes to ensure that all releases are correct and to

specifications.

. Key member of the team that utilized and performed implementing software

upgrades and changes, to include the importing and exporting of data.

. Worked with developers/vendors to create interfaces using Visual Basic,

SQL Navigator, and Access. These interfaces were implemented to send data

to and from the Oracle databases.

. Researched, analyzed, and troubleshot to diagnose and resolve medium to

complex technical problems encountered during installation and operation

process of multiple third party software packages.

. Other activities included modifying, creating, troubleshooting Crystal

Reports using Crystal 7.0. These reports resided within the applications.

. Monitored and tracked resolution of application issues, proving a level

of service of resolution within 24 to 48 hours of receipt of the

reporting. Receiving over 30 calls a day.

. Additional activities included research, analysis and troubleshooting to

diagnose and resolve medium to complex technical problems encountered

during installation and operation process of multiple proprietary and

third party software packages.

Professional Experience/Detail

Sun Trust Bank Escalation Support Manager 1996-2000

Atlanta, GA

. Senior member of a team of professionals responsible for managing process

of the Remedy call tracking software to reach resolution of hardware and

software issues.

. Innovative leader skilled at employee motivation, creating optimal work

environment, building teams with the ability to think creatively and

ensuring maximum performance.

. Conducted on-going training for incoming support staff for new product

releases and changes of processes within the Solution Center.

. Monitored technical analysts on troubleshooting and resolving issues as

an escalation process which resulted from calls that could not be

resolved within the allotted times.

. Appointed to manage the process for reorganizing call center activities

and key player in providing feedback to the support staff.

. Member of a team of network engineers responsible for design,

implementation, troubleshooting and 1st/2nd level escalation support to

various professional and corporate clients of SunTrust.

. Primary responsibilities included but not limited to maintaining a

network infrastructure with Cisco routers and switches, consulting with

users to determine needs and troubleshoot issues on the network.

. Additional responsibilities included installation and implementation of

VMware environments and network management tools.

. Other activities included configuring and troubleshooting applications

utilizing Windows NT, Windows 95, Net View, and Attachmate Extra.

. Managed the requirement process to create end user manuals and MS Windows

help screens detailing the installation/maintenance of hardware and

software applications designed for SunTrust employees and more.

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