IT Technical Lead

Richard Kelly Jr

*** ********** *****, *********, ** 75134

*********@*******.*** 214-***-****

Summary of Qualifications

Innovative, conscientious, resourceful, and goal-oriented professional with 17-year career in information technology.

Comprehensive experience across multiple platforms in multi-site, multi-hosted and network environments.

Knowledgeable in all IT areas as well as business principles, processes and project management.

Excellent sense of leadership, in depth hands on experience in IT implementation, non/technical communication, problem-solving skills, with the ability to adapt quickly to change.

Areas of Expertise

Project Management Vendor Relations Staff Management System Administration Data Center

Business Development Testing & Troubleshooting Telecommunications Team Lead

Technical Proficiencies

Platforms: Windows Vista, 7 and 10; Windows Server 2008, 2012; Cisco Router and Switches

Software: Microsoft Exchange and Outlook 2007 and 2010,

Microsoft Active Directory; LDAP; DNS; DHCP, File server, Threat Management Gateway and Exchange Cisco Contact Center; CUCM and Telepresence;

Lan/Wan connectivity; VMware vSphere/vCenter; DHCP; TCIP/IP

Professional Experience

VERIZON, Irving, TX

Voice Network Engineer - 2014 to 2017

Monitored and performed Break/Fix operations for Verizon Internal Voice and Video Systems; this included all Business and Call Center offices around the world.

Responsible for utilizing monitoring tools to isolate any issues in the Voice environment to quickly isolate the issue, recognize the fix, and engage any third party resources (circuit vendors, Cisco TAC support, or other Verizon IT departments) needed to resolve the issue.

Performed changes on cisco Lan/Wan network equipment as needed to resolve voice/video capacity issues or endpoint utilization (in accordance to Verizon’s standards).

Provided Tier II/III support for Cisco Voice and Video services (Callmanager, Contact Center Enterprise and Telepresence).

Assisted network team in our Metro Ethernet conversions to accommodate more speed and e911.

Responsible for monitoring all IT changes, which insured Voice and Video services would be operational at the start of the next business day.

Verizon-Terremark, Irving, TX

Corporate IT Engineer II - 2011 to 2014

Provide executive level Windows 7, Microsoft Office Professional, Dell (Desktop/laptop), HP Multi-Functional printers, software, and remote support.

Installed, Configured, troubleshoot (coordinated with vendors to execute replacement repairs) and maintained servers.

Participant and Stakeholder in change controls.

Racked and cabled equipment according to Data Center Standards.

Team Lead for Tier I and II support of all IT systems, from Microsoft systems (Active Directory, DNS, DHCP, File server, Threat Management Gateway and Exchange).

Provide support for Apple products including MacBooks, iPhones and iPads.

Manage and support Blackberry Enterprise Server.

Provided Tier II support for Cisco Voice and Video services (Callmanager, Contact Center Express and Telepresence).

Managed and maintained inventory for all IT equipment (endpoints and networking/wireless) stored and deployed at my location.

Development and evaluated current process and procedures.

My responsibility also extended to heading up any IT projects within all facilities in the Dallas area. Lead local IT staff consisting of 3 helpdesk technicians and 2 voice engineers.

Lead the RSA token Replacement of over 300 tokens in a two week period after RSA was breached.

Overseen the Design, negotiated cabling prices, as well as lead the testing and relocation teams of our floor expansion project; which provided new office space to accommodate the latest acquisition.

Softlayer, Dallas, TX

Helpdesk Analyst II – 2009 to 2011

Provide executive level Windows XP/7, Microsoft Office Professional, Dell Lenovo (Desktop/laptop), HP printers, software, and remote support.

Image and configure new laptops/Desktop for user deployment

Install and configure peripherals such as scanners, personal printers, etc.

Prepare AV conference center equipment for meetings, training sessions and videoconferences

Provided backup support for the Cisco VoIP Engineer in the Houston office and performed Add, Moves and Changes (endpoints, hunt groups, UCCX users and voicemail accounts)

Participated in the Peer Review process.

Managed hardware, software and preformed network troubleshooting and upgrades for the business offices and call centers.

Migrated internal and external customers from the legacy Avaya phone system to Cisco Call manager, eliminating the need for several analog lines; reducing the monthly phone bill by thousands

Coordinated and migrated over a hundred users from our downtown office to the new office building in Addison; eliminating the need to hire contract workers.

Global Water Resources, Phoenix, AZ

Helpdesk Analyst - 2008 to 2009

Report directly to the CIO, IT Directors and Executive Director.

Provide executive level Windows XP, Microsoft Office Professional, IBM Lenovo (Desktop/laptop), HP and Canon printers, software, and remote support.

Image and configure new laptops/Desktops for user deployment

Install and configure peripherals such as scanners, personal printers, etc.

Prepare AV conference center equipment for meetings, training sessions and videoconferences

System admin for Microsoft Exchange, DNS and Active Directory.

Telco engineer on the Inter-Tell 5000.

Assisted with networking on Cisco switches and routers.

Redesign call routing allowing internal calls to traverse our own network to our satellite offices, saving the company on countless toll calls.

Created and Implemented an IT asset process to utilize all equipment efficiently throughout its recommended life cycle; preparing the company to move towards a lease asset management system with CDW.

Prepared and presented new hire computer training for all onboard staff; freeing up 5 hours a week for the HR department.

Akin Gump Strauss Hauer & Feld LLP, Dallas, TX

Assistant Information System Manager – 2000 to 2008

Managed IT group of 5 including the following; two hardware technicians, Litigation support personnel, Application Specialist and Audio\Visual technician (crossed trained in all disciplines to be able to fill in when someone was out).

Coordinate office IT equipment relocations.

Perform after-hours monthly maintenance to apply patches to on-site servers and the telephone system.

Manage and maintain MDF cabling and equipment installation alongside the infrastructure team.

Manage the purchase order process from beginning to end.

Analyze the computer and application needs from an operational perspective to determine immediate and long-range personnel and equipment requirements.

Provide timely reporting to high level IT management regarding project status and local support issues.

Demonstrated capacity to manage and maintain purchased and leased assets.

Liaise between Recruiting, Marketing and HR to implement and carry out office policies.

Conduct the training of newly hired staff and attorneys.

Evaluated and designed the new layout for the Audio/Visual equipment for the remodeling of the conference rooms; freeing up a minimum of 10 hours a week for conference room setups for the Audio/Visual technician.

Lead the design and installation of data and telephony network services in the Fort Worth office; as the firm acquired counsel during business expansion.

Senior System Analyst – 2000 to 2004

Provide executive and level Windows (98/XP), Microsoft Office, Dell/IBM Lenovo (Laptop/Desktop), HP printers, software, and remote support using the Helpdesk IntelliTeach ticket request work-flow system.

Travel to other offices to implement and streamline IS policies, procedures and training while providing support.

Exclusively supported resident and visiting Partners in Charge, Shareholders, VIP executives and high profile clients while establishing International offices.

Negotiated with vendors on software and hardware procurements for the upgrade and repair of in house equipment.

Avaya PBX and voicemail systems administrator.

Assisted in the design and implementation of the centralized Lexmark printer rollout, that eliminated the need for desktop printers giving the firm the ability to tack and bill clients pages printed.

Coordinated the move of the Avaya PBX system to the server room; allowing the firm to consolidate floors, saving thousands in monthly lease fees.

Education

BA in Management Information Systems, Texas A&M University-Commerce, Commerce, TX

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