Manager Technical Support
Resume:
Alicia Ann Reynolds
Aldie, Va. 20105
Objective:
To obtain a permanent position with a communications organization which will allow me to expand my abilities as well as contribute to the overall success of the company.
Education:
Exostar Herndon, VA 2015
SQE Software Tester Certification Foundation Level
XML- Foundation Level, Open Source Solutions.
Sprint Campus Kansas City, Mo 2000-2000
Management Course
Comcast Prince William, VA 2001-2002
Northern Virginia Community College Networking Technician Dec. 1995
In-depth technical course covering LAN connectivity, Novel, and the OSI model.
Lord Fairfax Community College Middleton, VA 1992 - 1993
Paralegal Certification - Primary focus in Domestic, Commercial and Virginia TORTS law
Software:
Knowledgeable of the following: All Microsoft Operating systems. Open Source Solutions. Word, Excel, Remedy, Net cool, HP Open View, Test Manager -software XML
Protocols: BGP, DNS, LDAP, SMTP,TCP/IP,
Employment:
Exostar, LLC -
Fulfillment Manager for Raytheon/Aerospace 2015-2016
Duties include but not limited to Managing ongoing operational meetings with multiple customer communities. Hosting monthly Operational Raytheon meetings. Coordinate process between Exostar and the Customer’s help desk, including acting as first level escalation (from Tier 2 support) for customer issues. Process Improvements, working with Raytheon on requirements to implement any type of process improvements as well as all internal departments at an Operational level. Tier Two Trouble shooting and testing Raytheon applications in a testing environment (UAT) MAG as well as reporting (RFC) in Quality Center for software bugs and defects. Also managed (CR’s) change requests for Raytheon.
Exostar, LLC
Technical Data Specialist-2012-2016
Duties include but not limited to processing Raytheon’s Data for both of their Applications RTN Portal and Reps and Certs. Creating their ORG’s for all of their Suppliers to gain access to the Raytheon Portal via MAG Application includes mapping External ORG ID’s and provisioning user external ID’s. I have worked with Boeing and the OTP Token’s and bulk loading Boeing’s data and other applications within Exostar MAG, VTT, Salesforce, Netsuite, DSL, FP, SAM. I also approve registrations for all of the Partners. Running skip db to test the data before bulk loading .and working with Tech Ops I have also handled RR, Bell Helicopter, BAE, CSC requests for FP. All Merck requests for SAM access with Exostar. The process improvements of the Adoption Module, allowing duplicate emails invites to process, look-up of ORG information instead of just email address. Also, worked with development Raytheon Apps are deactivated their ESD is removed in MAG so the ESD can be recycled on the Raytheon side to use in the Adoption Module. All TR2 support and provisioning for Raytheon. I am Raytheon’s Admin and support as well as on the Operational side.
M C Dean Inc.
Software Engineer-QA Tester- 2009-2011
Tech Support for all software applications for all Developers and Programmers. Created all of the test cases using test manager on all applications for software bugs, created bug items for the developers. I was also responsible for training all end users for all applications developed in the software department, as well as user technical support for any software issues with any of the applications. Trained all internal personnel on new software as well as tested all new software for the Company.
Openband/M C Dean Inc.
Tier 2 – Tech Support/TR2 Manager- NOC 2004- 2009
Duties include customer service, as well as Tier two support for Openband Customers. Support for cable, phone and Data. I trouble shoot on the Network side to see if the problem is a network issue or if the problem is a customer’s computer. The phone and cable trouble shooting and repair requires to have server access to correct issues. I also set up new activations for new customers. Dispatch technicians when needed for field work that is determined from extensive troubleshooting. Working with Engineers as well, to further troubleshoot network problems to get them resolved. Many other duties as needed. Openband operates as an on- call schedule for tier 2 support (24 hours). I was promoted to Manager of the department after two years.
Netfocus, Inc.
Owner- 2002-2004
Managed my own Company. The Company focus was to install Networks for residential homes and some commercial companies. Installation of routers and server for customer to connect their networks within a LAN environment.
Comcast Communications
Technical Supervisor, 2000-2002
Managed the Dale City, Manassas and Reston locations for Internet support for over thirty thousand customers. As the online supervisor, I was responsible for ten field technicians that reported directly to me. My Technical responsibilities included the RF part of the system as well as the cable modem and the customer’s computer. I worked closely with the Director of Operations and Technicians to resolve customer and networking issues.
Sprint
Technical Support NOC 2000
The division I worked in was responsible for setting up the Reston Network operations center. We traveled to various areas to set up other systems for the Internet side for Sprint network. I worked with in their Network Department that supported customers using the Sprint Network and supported technical field personnel. TCP/IP Network,BGP
Transaction Network Services/PSInet
Sales Engineer, 1999-2000
Provide technical expertise and support for the TNS POS Division, including prospects, existing customers and sales staff. I acted as a technical liaison between customers and the Development and Operations to help implement new applications and requirements BGP for new customers coming on to the TNS Network. The equipment is SCO UNIX. I help to determine what software was needed to run and also to configure the software from TCP/IP to X25 connections and how the data would route to the host through the TNS Network to our end point to the customer. I helped the customer test before going to a production status and post-sales technical support for new customers with Sales Professionals. As well as Visio Network diagrams. Connected customer’s equipment to NT servers, UNIX servers etc. Client –Server environment. Open Source Software.
Transaction Network Services
Installations Control Center Tech, 1998-1999
Duties and responsibilities include the configuration and translations of the Network interface processors Unix based equipment. The NIP Network Interface Processor interfaces from the customers Host to the x25 Network. I work with the TNS techs and Telco to ensure the highest level of quality installations.
I test 56k circuits to the Telco OCU and also with the TNS tech and customers to the CSU/DSU using test stress patterns with test equipment. To make sure there is continuity between the Telco and TNS, I also help the customers to troubleshoot any network problems they have to help isolate the problems before the customer can go in to production on the TNS Network. I make any changes on the Unix based equipment remotely by dialing in to the equipment. I am familiar with Dacs equipment as well as x25 switches. I add the equipment to our x25 Network so that monitoring can occur. I am familiar with IP addressing and x25 addressing and also gateway addressing.
Transaction Network Services
Network Control Technician, NOC 1996-1998
Duties and responsibilities for providing troubleshooting techniques and resolutions for customer equipment and equipment collocated with the carriers at the Point of Presence Locations.
As a Network Tech in the Control Center. Monitoring and troubleshooting to ensure the integrity of the
Customer’s data transactions. Troubleshooting with carriers on a T3 and T1 level down to a 56k level. Monitored the Backbone Network, DNS as well, x25 Switches. I also troubleshoot Network interface processors. Automatic call distributors and SONET cross connects. I am familiar with Tandems and Central Offices.
Computer Sciences Corporation
Associate Technical Specialist, 1996 -1996
Duties and responsibilities incorporate the initial hardware and software configuration of Netrix High Speed switches that interface with multi-vendor platforms. Perform initial configuration remotely
expedite deployment across the Consolidated Data Network (CDN). Perform network systems fault analysis; render customer, and inter-departmental assistance. Liaison to multiple Vendors, and coordinator to on-site Engineering services, and the tracking of mission critical spare equipment to resolve network
System abnormalities. Positioned as the key, single-point contact on several major service accounts. In my assignment as the Network Administrator-Assistance, I am accountable for the additions, modifications, and deletion of network entity files; the addition and deletion of new and expired privileged user’s access to secured host, managed by C.S.C
Netrix Corporation
Customer Support Coordinator, 1994 - 1996
I was primarily responsible for gathering information from Customers and opening trouble tickets. I made sure the tickets were prioritized. Acted as a liaison between the Customers and the Vendors. I was responsible for Europe in coordinating the dispatches with the Vendors to the Customers location. I handled the billing for both Customers and Vendors. I also handled trouble accounts where the customer needed addition attention.
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