Dorothy M. Harris, BA

Germantown, MD 240-***-**** ac1b8x@r.postjobfree.com

EDUCATION

Bachelor of Science in Information Technology, Concentration: Network Administration

Kaplan University, Nov 2012, GPA (3.38)

Coursework: Project Management, Network Administration, Networking Basics, Network Fundamentals, Networking with TCP/IP, Operating Systems Concepts,, Systems Analysis and Design, Routing and Switching I and II (Cisco Training), Network Design, Networking Security.

TECHNICAL SKILLS

Computer Skills: : Cisco Certified Network Associate (CCNA) Virtual Lab – (Routing and Switching Hands-on Training), Cisco IOS Command Line Interface (CLI), Cisco Network Academy Packet tracer, SharePoint, Cisco IOS

Operating Systems: Windows XP, Linux, UNIX, Windows 2008, VAX/VMS

NETWORK /Monitoring & Management Tools: OpenView, CiscoWorks2000, OpManager, PM (Performance Manager), NETWORK/ Hardware: CISCO routers, 2500, 9600, SS7 and Nortel switches/LAN, WANDSO, DS1, OC01 telco lines, VPN, T1 lines, IP, ASP, and MSP,ISDN, X.25, Windows 2003/2008 server

PROFESSIONAL EXPERIENCE

First Care Nursing Services Inc. Frederick MD

IT/Customer Care Operation Specialist April 2015 to present

Manage 50 employees in the Customer Service Department, communicate clearly, orally and in writing, with the business and vendors, as well as IT team members and end users. Coordinate, evaluate, develop and implement for company programs along with operational, administrative and technical procedures for customer satisfaction

Leadership skills to empower, engage, motivate, evaluate and manage each individual, coordinate special projects, Specific knowledge of work being performed for client (data entry, mortgage, specific applications: System monitoring, maintain and update systems. Troubleshoot and diagnose problems that may occur, install and test software, hardware, peripherals for tests programs. Resolve customer complaints through effective communication skills technical support, tracks and monitors problem resolution efforts to ensure a timely response, authors documents, and updates IT Services' knowledge bases. Self-driven with sound judgment in identifying appropriate severity levels and prioritizing efforts accordingly, monitor/troubleshooting network/customer applications

Ross for Less Rockville MD

Lead Area Loss Prevention Specialist (part-time) January 2015 to present

Achieve shortage reduction goals for assigned stores/district(s)/area.

Identify shortage risks through regular review of indicator reports; partner with stores to develop action plans to address/minimize operational shortage.

Ensure all Loss Prevention shortage audits are conducted consistently and objectively,

Adhere to all budget guidelines established in stores/district(s)/area, Maintain appropriate confidentiality thorough internal investigations; partner with store/district leadership and Human Resources to address associate behavior and take corrective actions, train, and develop SPS associates in assigned stores/district(s)/area. Maintain accurate records and reports of all identified theft activity and related follow up; disseminate and communicate reporting as necessary.

South Union Missionary Baptist Church Houston TX 77021

Communication/Technical Assistant October 2012 to September 2015

Assisted in coordinating all social media marketing efforts and create unique content to promote Divine Word Missionaries’ programs overseas.

Maintains updates for Facebook, Twitter, and used o social media using analysis tools. Strong written/verbal skills, proficient for blogging and the social media platforms, worked directly with the Development Director and the communication team members to support marketing and creative efforts. Worked with the Technical Director to oversee the audio, video, media, and lighting production for all services at all campuses. Assist in onsite technical support sound, video, media and lighting for all ministries.

Respond to all emergencies alarms/system alert messages. Troubleshoot and initiate onsite repairs of video, sound, lighting equipment under the direction of the Technical Director. Assist in video recording and distribution services. Assisted in coordinating all social media marketing efforts and create unique to update Facebook, Twitter by use of social media using analysis tools. Excellent Strong written/verbal skills, proficient for blogging and the social media platforms

Sprint/United Management Co Reston, VA

Network Operation Support Specialist December 2008 to September 2012

Trained and supervised 45 NOC technicians in the network operation center. Troubleshoot VPN T1 lines, IP, ISP, ASP, and MSP, backup services, (ISDN, X.25, (ISDN, backbone router 7500), DS1, 2, 3, ATM Sonnet ring, frame relay, PSN2, Nortel switches, DMS100.250, TCP/IP protocols, firewall, LAN//WAN, DSU/CSU, DTE, and configure, Cisco routers

• Troubleshoot CISCO hardware, CSU/DSU, console modems and DTE hardware, upgrade maintenance and ISDN configurations, (BRI, PRI) interfaces,

Sprint frame relay/(TPX &PSN2) switches using diagnostic tools and other systems (TDT2, PSN2), sun workstation utilizes FMS, Open and close trouble tickets through Remedy ticket systems, and OESOTS. Monitor the operational support systems to proactively identify service impacting events relating to IT, network, and facility conditions, utilized the trouble ticket system to log all requests and activities including documentation of special requests and customizations considered important for future support

• Troubleshoot network connectivity issues across a wide range of routers and switches. Managed network services providers. Implement methods testing to allow the NOC staff the ability to respond and resolve routine network or telecommunication events. • Troubleshoot complex circuits and equipment configuration to minimize service disruption work problems related to system logs. Computer Skills:: Cisco Certified Network Associate (CCNA) Virtual Lab - (Routing and Switching Hands-on Training), Cisco IOS Command Line Interface (CLI), Oversee the daily operations of a NOC and NCC centers Provide 24x7x365 escalation to ensure IT customer calls. Able to perform shift work

Skytel – (company relocated) Washington, D.C.

Tier III Network Operations June 1998 to December 2008

Escalated Telco vendors and ISP services according to the service level agreement

Monitor their redundancy components including their switches, router, power supplies, I/O cards etc.as the circuits are being turned up.

Troubleshoot utilizing management tools and monitoring VPN T1 lines, IP, ISP, ASP, and MSP, backup services, (ISDN, X.25) Working experience with cisco routers, switches, DNS, IP, VoIP and tracked former and new circuit lines from each ISP provider, Interface with domestic carriers and other foreign private telephone companies for installations provisioning and maintenance. Provide technical support to Facilities Management System, Order Entry System, TDT2, and network service monitor.

Create and manage TMS Remedy tickets and contribute daily, monthly and annual, able to perform shift work resource utilization reports provide day to day, 24x7 technical and operational support, Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution

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