Customer Service Manager

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

Sugar Land TX, *****

Cell Phone: 281-***-****

E-mail Address:

********@*****.***

Patrick Healey

Summary:

Network Monitoring 13 years

SCADA Communications 7 years

SCADA Measurement 5 years

IT Coordinator (Application Support SCADA/Business) 2 year 6 months

Network Operations NCO (US Army) 2 years

Project Management (US Army) 4 years

Data Network and Network Security Management (US Army) 4 years

Results driven IT Professional who has extensive experience in engineering, implementation, operations, and management of various voice, networking, communications equipment and data encryption devices.

In depth knowledge of implementation, optimization, troubleshooting, of various Encrypted/Non encrypted LAN/WAN network systems.

Proven ability to lead, motivate, and train coworkers to ensure successful completion of all tasks and projects assigned.

Ability to work in a fast-paced production environment with changing priorities, and able to multitask and manage priorities with little to no supervision

Demonstrate excellent communication skills and ability to document accurate applicable information pinpointing the issue and resolutions for chronic, degraded, and circuit outages across a variety of communications equipment.

Security clearance

Education

Certifications and Other Education

Deactivated Top Secret Security Clearance (Level SCI and SSBI)

AAS in Computer Programming and System Design

US Army Microwave Systems Operator/Maintainer Diploma (1,080 contact hours)

CCNA-Routing and Switching - 200-102

CCNA-ENT - 100-101

CCNA - 640-801

Comp Tia Network +

SharePoint 2010 Level 1 and 2

Solidworks

Army Computer Emergency Relief Team Certification – Level 1 Systems Administration / Network Manager Security Course Supporting Windows XP Professional

Microsoft Windows 2000 Network and Operating System Essentials

Private Pilot License (Single Engine Land)

US Army Basic Combat Training

Professional Experience

2016 United States Postal Service East Bernard TX

RCA – Rural Carrier Associate

Sorts mail in delivery sequence for the assigned route.

Receives and signs for accountable mail.

Loads mail in vehicle.

Delivers mail to customers along a prescribed route and on a regular schedule by a vehicle; collects monies and receipts for accountable mail; picks up mail from customers' roadside boxes.

Sells stamps, stamped paper and money orders; accepts C.O.D., registered, certified, and insured mail and parcel post; furnishes routine information concerning postal matters and provides requested forms to customer.

Returns collected mail, undeliverable mail, and submits monies and receipts to post office.

Prepares mail for forwarding and maintains records of change of address information.

Prepares a daily trip report and maintains a list of the customers on the route.

Conducts special surveys when required.

Maintains an inventory of stamps and stamped paper as needed to provide service to customers on the route.

Provides for mail security at all times.

2007 – 2014 El Paso Corp / Kinder Morgan Inc. Houston, TX

Technician Network Controller II (Full time)

HP Openview Network Node Manager 7.3 through 7.53 System Administrator.

HP Openview Network Node Manager-Integrated 9.00 System Administrator.

Monitor the Enterprise Network using HP Openview, Orion Solarwinds, CA Spectrum, FIAL TSM8000, Schoren TrapServer (Badger), and DPS Telecom (Netguardian) to proactively resolve all issues that arise with circuit performance (bandwidth allocation, degraded conditions, circuit outages). Remotely troubleshoot, isolate, and diagnose circuit issues across the Enterprise Network determining if the problem is local, remote, or with the carrier and escalate the issue to the appropriate personnel.

Contact and work with the service providers to troubleshoot and solve problems with various leased lines, satellite communication systems, CDMA, EVDO, and Land Line modems.

Keep all parties involved promptly updated with new, accurate, and detailed informational updates and trouble ticket documentation until the resolution of all current circuit outages, degraded circuits, slow response, routing loops, power outages, and any other additional trouble that can be identified remotely or reported by a customer.

Remotely troubleshoot, isolate, and diagnose circuit issues across the Business and SCADA Networks determining if the problem is local, remote, or with the commercial carrier and escalate the issue to the appropriate personnel and criticality level.

Maintain and update databases containing necessary information to resolve communication outages (Circuit ID’s, distant end address’s, data rates, priority level, equipment, configurations, IP Address, etc.) for both the Enterprise Network and SCADA Communications.

Coordinate dispatches and support field technicians working on network and SCADA communication systems and SCADA measurement technicians.

Monitor SCADA Communications Systems for all pipeline’s (Oil, Fuel, Natural Gas, LNG-Liquid Natural Gas, etc.) using HP Openview, Orion Solarwinds, CA Spectrum, FIAL TSM8000, Schoren TrapServer (Badger), DPS Telecom (Netguardian), and EMS for the SCADA network carrying SCADA Telemetry.

Monitor SCADA Measurement alarms (High/Low Pressure, flow rate, Gas Quality, equipment failure, recalibrate RTU’s (Measures flow rates) by downloading the configuration, force time Sync, and Gas Quality information for accurate SCADA measurement and reporting using Telvent XOS, Telvent Oasis, Laser for e-SCADA, and PSS View to ensure operational stability and accurate Gas Flow/Quality.

Relay detailed and accurate information to the oncoming shift when changing responsibilities.

Create, update, and maintain Standard Operating Procedures.

Follow the rules and regulations of FERC (Federal Energy Regulatory Commission).

Document in detail, the problem and solution to all outages providing a reason for outage (RFO) for tracking re-occurrences, identifying trending issues, and Chronic outages in order to decrease the trouble tickets MTTR and reduce circuit outages to increase the network ability.

2005 – 2007 El Paso Corporation Houston, TX

IT Coordinator (Full time)

Answer in-coming calls of all Information Technology customers, employees, consultants, and perform problem diagnosis, solve problems, and transfer complex problems to higher levels of support

Adhere to El Paso’s problem management policies and procedures

Prioritize problem’s based on the business requirements, log problem’s in BMC Remedy application, document its solution, and if required transfer ticket to level 2 support

Display the highest quality of customer service, communication, and interpersonal skills when interacting with customers to review and verify status of reported problems and follow-up on unresolved problems.

Implement and coordinate training of new solutions as warranted.

Analyze, recommend and implement changes to existing work processes.

Analyze and troubleshoot customer requests related to the corporation’s applications providing recommendations in order to complete solutions to meet customer requirements.

IT Coordinator on duty is expected to coordinate with other support groups such as Operations, Desktop, Security, Networking, and Developers both within and outside of El Paso Corporation

1999 - 2004 US Army Fort Shafter, HI

31P Microwave Systems Operator / Maintainer (60 to 84 hours a week)

Responsibilities for Secret Internet Protocol Router Network Operations Specialist included operating, maintaining, and training personal.

Answer in-coming calls to Information Technology from customers, diagnosis, verify, and resolve all problems

These responsibilities consisted of customer service, resolutions of trouble tickets using FaCIT, and Remedy Databases.

Management of Communication Security (COMSEC) Material. Scheduling COMSEC updates of encryption devices to ensure that NSA standards are maintained.

Insured COMSEC updates were being conducted properly and in a timely manner.

Ensure employees follow all guidelines and standard operating procedures directed towards operations.

Creation of circuit diagrams including descriptions of all pieces of equipment to be used for reference, troubleshooting techniques, and training of employees.

Train employees in proper troubleshooting, repair, and installation of circuits.

Create detailed databases for the tracking and management of all encryption devices, network equipment, connectivity issues, circuit outages, circuit folders consisting of all pertinent information.

Maintain equipment in my area of responsibility, as well as enhancing cabling, encryption devices, routers, and their configurations.

Monitor circuit and network activities through Spectrum software.

Engineer new and improved circuits with encryption devices, routers, and updated software.

Design, recommend, and acquire new network equipment and troubleshooting devices.

Responsible for maintaining all Test Measurement Diagnostic Equipment (TMDE).

Configuration of Cisco Routers, Switches, and various encryption devices for static and dynamic networks for strategic and deployable LANs. Install, and maintain Ethernet, PSTN, and ISDN circuits with encryption, and associated peripheral devices.

Termination of UTP, STP, Fiber Optic Cable, to comply with EIA/TIA Standards. Operations and maintenance of line conditioning equipment such as Pairgains, Larscoms CSU/DSU’s, and Multiplexers.

Additional Duties:

Network Security Manager for USRAPAC Research and Development Center:

Coordinated the building of the United States Army Pacific (USARPAC) R&D center.

This lab empowered our group to build more than just simulated circuits but actual encrypted clouds of T1s, BRIs, PSTN, OC-Xs, and varied Ethernet speed links.

This lab also provided the platform for several IT certifications, and aided in the resolution of several theater and flag level officer communication package solutions.

The lab required in depth LAN/WAN knowledge from dial-up circuits to OC-12 POS interfaces.

Test Measurement Diagnostic Equipment (TMDE) Coordinator:

Responsible for maintaining Electronics Testing equipment and ensuring that all TMDE provides accurate levels of measurements.

Develop and institute policy’s to verify that all equipment is calibrated to ensure accurate measurements.

Successfully passed all inspections with 100% accuracy for 4 consecutive years. Delegated responsibilities to junior staff members and insured proper procedures were followed.

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