Customer Service Technical Support

JOHN C. MORLEY

Senior Network Engineer, Trainer, Consultant

:973-***-**** :*****@***.***

PROFILE SUMMARY

** ***** ** ********* ********** in network engineering, technical support, installation & configuration, network administration, and troubleshooting

13 years’ experience with leadership, team collaboration, risk management, vendor management, customer service, process improvement, problem resolution

13 years’ experience with security management and maintaining broad awareness of security threats and vulnerabilities including new and emerging trends

7 years of focus on accessibility, usability and emerging technologies in the IT industry

Results-oriented professional with proven ability from planning and architecture through to design, delivery and operations

Seasoned professional focused on meeting and exceeding client expectations

Lifelong learner committed to continuous improvement

PROFESSIONAL EXPERIENCE

COMPANY NAME May 2004- Dec 2017

Senior Network Engineer

Managed technicians responsible for architecting, designing and delivering solutions to clients

Coordinated project schedules and adhered to SDLC (Software Development Life Cycle)

Installed/maintained office Cisco phone systems and solutions for clients in the field

Conducted training for internal staff and external clients on how to manage phone systems

Championed implementation of firewalls for the company and clients, removal of VPN access, verification of security of networks, data center and client operations

Engineered, installed, and managed leading edge digital security, DVR systems, and KeyScan

Implemented key access system and provided training to clients

Experience working in Health Care, Pharmaceutical, Financial Services among others

Key projects include:

oResponsible for bank Y2K implementation impacting Cisco systems and banking equipment

oResponsible for training large healthcare and pharmaceutical companies

oResponsible for upgrading firewalls in a mid-size organizations leveraging solutions from Cisco, Fortinet, and Netgear

Deployed Cisco POE (Power over Ethernet) and POL (Power Over Line)

Updated firmware and configured Gateway Servers including Intrusion Prevention, Antivirus, Spyware, proxy & flow-based email scanning

oResponsible for performing HIPPA audits, analysing results, and communicating to owners

oInstalled and managed enterprise accounting systems including but not limited to: Appgen, PeachTree, MAS 90, MAS50, and adhered to GAAP principles

Designed specifications for custom software

oUpgraded 500+ computers to Windows 7 for a publicly traded company

oDelivered Y2K keynote address for Harvard/Yale “Minor & Major Inconveniences of 2000”

PCWDC (North, NJ) Sep 1994 – Oct 2000

Senior Technical Services Coordinator

Managed 75 employees ensuring maximum engagement and employee satisfaction

Demonstrated excellent communications and relationship management skills

Fulfilled key role in engineering and writing technical specifications for each project

Conducted monthly technology training opportunities for staff

Performed computer hardware and software installations as required

Liaised with software providers to support technology needs for students in classrooms

EDUCATION

University of Rochelle 2000-2004

Bachelor of Arts in Education

University of Hartford (West Hartford, CT) 1996-2000

Bachelor of Science in Computer Science

CERTIFICATIONS

Network+ Comptia in progress

A+ Comptia 2004

MCSE Microsoft 1996

PROFESSIONAL SKILLS

Excellent interpersonal skills with the ability to communicate effectively both verbal and written

IT professional with demonstrated ability to thrive in a fast-paced, critical operations environment

Proficient with SDLC management and familiar with emerging trends like DevOps

Strong ability to work under pressure, prioritize schedules and manage workloads accordingly

Familiar with a broad range of technology solutions and effective implementation

Strong leadership, management and problem-solving skills with ability to work independently in complex environments with tight deadlines

Comprehensive knowledge of industry best practices for operational environments

Dedicated professional with strong work ethic and integrity

CORE COMPETENCIES

Project Management • Technical Support • Leadership

Risk Management • Proactive monitoring • Communication

Network Engineering • Troubleshooting • Vendor Management

Installation & Configuration • Problem Resolution • Maintenance

Network Administration • Team Collaboration • Customer Service

Security Management • Staff Management • Employee Training

REFERENCES

Available upon request

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