Support

Location:

Fairfax, VA

Posted:

February 01, 2018

Contact this candidate

Resume:

M. Storm Hightower

Forward thinking that leads to preparedness, training that breeds results, leadership that motivates

SOFTWARE SUPPORT ENTERPRISE IMPLEMENTATIONS SYSTEMS ENGINEERING APPLICATION SUPPORT

Business strategist; plan and manage multimillion-dollar projects aligning business goals with technology solutions to drive process improvements, competitive advantage and bottom-line gains.

Excellent communicator; leverage technical, business and financial acumen to communicate effectively with client executives and their respective teams. Able to manage large project teams and known for high-quality deliverables that meet or exceed timeline and budgetary targets.

Skills Summary

Project Management:

Network Engineer/LTE Integrator/Field PM ERICSSON 3G, 4G LTE Modernization Project VoLTE

National Sales Engineer/Project Coordinator/ Trainer for the northeast PA, NY, NJ, DE, MD, Washington D.C. and VA

IT Project Lifecycle:

Requirements Analysis

Project Scheduling

Testing/QA/Rollout/Responsible for implementing pre-defined trouble-shooting procedures

Cisco Support for wireless and Cisco Voice services

Value-Added Leadership:

Cross-Functional Supervision

Team Building & Mentoring

Client Relations & Presentations

Business & IT Planning

Vendor Management

Career Progression

Long history of working with many of the nation’s leading IT consulting firms to provide project management, technical support and team leaderships for large-scale, top-priority and complex technology programs. Drove the high-quality completion of systems engineering, software/database development and enterprise wide implementation projects for F500 clients including:

Comcast

T-Mobile

IBM

AT&T

Astra Zeneca

DuPont

Strategic Direct Solutions

Norstar Networks/Nortel

Philadelphia Child Care Services

Achievement Highlights:

Led teams across broad technical, and business disciplines. Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with the desired results.

Mitigated risk factors through careful analysis of all data. Anticipated and managed change effectively in rapidly evolving global business environments.

Defined processes and tools best suited to each project. Moved between agile and waterfall approaches depending on project specifics and client goals, creating detailed project road maps, plans, schedules and work breakdown structures.

Representative Projects

LSA Technician/Engineer: supported the design and multi state rollout of LSA Technology for Comcast, all in coordination with asset management, and field technician duties. I am currently supporting multiple locations and sites, while supporting management and with installation and software updates and troubleshooting. I one of the leads on cross team and responsible for weekly and bi-weekly meetings to make sure all project goals are completed.

Training and Market support: staff development, technology training, and end-user technical support for client software and program integration. Duties include training team members in the use proprietary software applications. Responsible for ensuring application updates and end-user training program in the workplace are current and in line with project time lines. Required to assess, evaluate, survey and determine training needs of national and regional teams. Development, preparation of training courses and supporting materials, and provide end-user technical assistance and support. Training of client in-house training teams assuring that training is delivered efficiently and accurately to all teams nationally.

System Integrations/Migrations: Project-managed large-scale initiatives involving the transition of programs to new platforms and the merger of disparate systems from acquired client companies. Supported planning, building, networking and maintenance of client data centers.

15+ years in data and telecommunications experience. Planned, implemented, and coordinated, all training and implementation for profit and non-profit organizations. Previous work experience required me to work with teams and departments to support excess of 200 employees in the office and field. Developed and implemented processes, systems and procedures to increase employee proficiency. Designed and presented training programs for corporate, divisional and management personnel.

Current Position

Comcast: Team Lead/ LSA Technician June/2014-to current

Responsible for supporting multiple teams on LSA Project while coordinating with management. Responsible for supporting training of all new hires and staff, technical services migrations involving BDMS equipment CAPS routers etc. Headend networking and maintenance. Support lead on cross team functionality and technical installations and updates. Team lead on multiple site projects around the United States supporting equipment installation, software upgrades and deployment.

Work History

Comcast

Cisco Technician Network Specialist May 2014 – July 2014

Duties included supporting the testing and decommissioning of the Cisco 7600's. Upgrading existing field units and removing all defective 7600 cards. Duties required the scrubbing of all 7600 assets in inventory by assisting in the handling of field returns via logistics while diagnosing all equipment. Supported the building and networking in data center. Organization of inventory was based on types/model, created documentation on each product while testing networking architecture equipment with lab.

Comcast:

CIS / telecom Support technician September 2013 – November 2013

Reported directly to team lead and assist with logistics. Asset management and recovery support, onsite support and call testing. Created reports in Excel to monitor project performance and monitored warehouse logistics in ordering materials for projects while organizing managed assets and recovery. I was part of the team that networked of the Avaya / Nortel equipment used on multiple sites. I assisted with the maintenance and support of the voice and Unified Communications systems used onsite. Assisted in the management of vendors and troubleshot technical issues. I assisted in the migration to Cisco VoIP solution for enterprise. Organized all MDF and IDF on multiple sites

Strategic Direct Solutions, LLC:

Network Integration Engineer April 2013 – June 2013.

Installation, commissioning, networking and integration of Ericsson’s 2G, 3G RBS 6000 series, and 4G LTE. Integration of 3106, 3206, 3418, 3518, 6201, and 6101, 6601 cabinets and rack mounted equipment. Conducting Physical Acceptance Inspection (PAT) for 2G, 3G, and 4G LTE required to loading scripts with the help RBS Element Manager (EMAS) in proper sequence. Networking of mobile cell sites and testing network stability. I was required to monitor RBS faults and troubleshoot problems. Responsibilities included installation of all cell site equipment networking all upgraded sites within cell ring and updating software using MOPs. All technical documentation provided by vendor to support networking architecture. I used Ericsson standards for testing and troubleshooting while testing transmission equipment DUG, DUW and DUL. Conducted onsite training for all technicians and vendors assigned to team. Preparation for use of VoLTE on mobile networks via testing for future evolution of mobile networks. (Field test and concept use only)

Verveba

Network Integration Engineer November 2012- February 2013

RIGHTECH

Network Engineer/LTE Integrator September 6/2011-10/2012

Lead Field Technician /Cell Site/integration and installation

Project Assignment ERICSSON 3G, 4G LTE Modernization Project

Installation, commissioning and integration of Ericsson’s 2G, 3G RBS 6000 series, and 4G LTE. Integration of 3106, 3206, 3418, 3518, 6201, and 6101, 6601 cabinets and rack mounted equipment. Conducting Physical Acceptance Inspection (PAT) for 2G, 3G, and 4G LTE . I was required to monitor RBS faults and troubleshoot problems. Responsibilities included installation of all cell site equipment networking all upgraded sites within cell ring and updating software using MOPs. I conducted Physical Acceptance Inspection (PAT) for 2G, 3G, and 4G LTE required to loading scripts with the help RBS Element Manager (EMAS) in proper sequence. Monitoring RBS faults and troubleshooting any networking problems if any. I was required to load scripts with the help RBS Element Manager (EMAS) in proper sequence. Monitoring RBS faults and troubleshooting problems if any. I was required to perform training and assistance for technicians, and field teams. Active field lead supporting multiple field teams while conducting integration on assigned site.

Jobs duties

Team lead, responsible for all teams in the Northeast market

Maintained field logs and AMS reporting

Integration of Ericsson Node B 3106, 3206,6102, 6201

DUW30 install on 3206, 3106, 6201, 6102 (TMO LTE ) and integration crossover

Supervise over GSM cabinet decommissioning, rip and replace process

Coordinated with NOCC & local switch to identify/eliminate trouble tickets

Software upgrades and support all technology and networking infrastructure

Manage multiple sites, monitored all sites with a high regard to detail, and maintained logs and reports for each site.

Interface with external entities vendors, IM’s and SP lead and contractors to support site build and modernization are completed with time allotted.

TCM/CSC at DuPont 4/23/2012 to 9/2013

Network Technician for Voice and Data

Monitored, maintained and troubleshot data/voice networks on multiple sites. I was required to respond to alarms or problems identified by system alarms and monitoring applications. Responsible for implementing pre-defined trouble-shooting procedures and scripts and escalate all issues to the appropriate teams when necessary. Responsible for resolution of network and voice issues and documentation of the results after work is completed.

I monitored and responded to alarms and technical outages, followed up all work by documenting actions taken to resolve or escalate problem. Troubleshoot all systems voice or data using scripts and standard routine procedures. Research issues to determine if problem may be resolved using predefined procedures. Confirm accuracy of messages, alarms or issues and/or determines severity of problem, issue or alarm. I am currently responsible for the execution of scheduled maintenance routines in accordance to DuPont standard procedures for multiple DuPont locations.

Job Duties

Responsible for installation, operation troubleshooting, and support of telephony systems.

Networked all communication systems into one unified system in tandem with data

Provision, install, test, support, and maintain desktop telephones and cabling for telephony environment.

Ensure that telephony systems meet business capacity needs, for availability, performance, and recovery requirements. Troubleshoot complex technical problems affecting the DuPont sites.

Manage the day-to-day operations of telecommunication services utilized by DuPont.

Identifying and implementing new telephony service alternatives to assist the customer in meeting their strategic goals.

Testing and integration of new technology, methodologies, telephony administration, capacity planning, technical and application support in order to ensure integrity, availability and reliability for the telecommunications environment.

Worked with Avaya Telephone switches and Avaya CTI technology

Strong written and verbal skills with knowledge of database inventory systems.

Management of MDF and IDF on multiple DuPont sites

Exelacom at Comcast 4/30/2011 to 3/2012

Senior Training Analyst\Market Readiness Member

My responsibilities were, staff development, technology training, and end-user technical support for client software and program integration. Duties include training team members in the use proprietary software applications. Responsible for ensuring application updates and end-user training program in the workplace are current and in line with project time lines. Required to assess, evaluate, survey and determine training needs of national and regional teams. Development, preparation of training courses and supporting materials, and provide end-user technical assistance and support. Training of client in-house training teams assuring that training is delivered efficiently and accurately to all teams nationally.

Working within a framework of specialized services and training my responsibility is for the assessment, development, and presentation of technology training modules and the accurate and timely diagnosis and resolution of problems/malfunctions associated with hardware, software applications. I built training materials for technical staff to show how to network

Application training and development:

• Training Development and delivery for Century for Comcast

• Training and Development of Cramer for Engineering

• Training development and delivery for Salesforce.com for sales teams

• Developed Train the trainer courseware for Century and Salesforce

Market Readiness responsibilities

The program was designed for technology executives (VP Sales, VP Business Development) for delivery to national and regional teams. Program combines a comprehensive go-to-market curriculum, applied learning, access to experts, and recruitment of change leaders in all regions. Required development of a completed comprehensive Go-to-Market Plan, including:

Created Strategic Market Plan, ensuring all teams within each region understand corporate vision

Monitored of Implementation Plan

Delivered Region updates and monitoring off all application releases and training updates. Research and tracking of end user feedback

Rightech\Triad Communications 4/10/2010-4/30/2011

Field Technician / Multi Link Cell Site Installation (Test & Turn-up)

Installation, Turn-up, Testing, networking and Maintenance of the Cisco MWR-2900 Series routers (specifically the Cisco MWR-2900 Series Mobile Wireless Routers) on backhaul/cell-site RAN transport projects. I have experience utilizing the T-Berd 2310 testers (T-berd 310 test set) as well as Cisco Mobile Wireless Routers. I am experienced with the Install, Turn-up, Testing, and Maintenance of T1, E1, Carrier Ethernet, cabling, power, DS1/DS3/SONET, as well as MPLS and IP transport networks.

Jobs duties

Responsible for the installation, networking, operation, troubleshooting, and support of cell sites and multilink equipment.

Site construction and engineering

Installation of all networking switches, battery backup and Ethernet and fiber

Insight Global/Agilent Technologies 1/07/2010-3/10/2010

Technician Support Agilent for Lions Project Global Deployment

I assisted in the deployment technician for installation and cutover from HP networks to Cisco wired and wireless infrastructure on the Lions Project for Agilent. The project required onsite survey of all existing networks and PBX systems inventory, also required upgrading all switches and routers to Cisco, assisted in deployment of Cisco voice services, which upgraded customer site from Nortel Meridian to Cisco VoIP.

Jobs duties

Responsible for installation, operation troubleshooting, and created the network for wired and wireless systems and telephony systems.

I provisioned, installed, tested, supported, and maintained desktop computers, all wireless access points and switches, telephones and cabling until project completion.

Ensure that telephony and networking systems meet business capacity needs, for availability, performance, and recovery requirements. Troubleshoot complex technical problems affecting the campus at Agilent.

Experience managing the day-to-day operations of the command center for deployment.

Network discovery rewiring and wire mapping. Daily maintenance and upgrades while onsite during the Lions Project of IDF closets on Agilent Campus Delaware.

Samsung Communications America U.S/Marketsource12/06/08-11/06/2009

Field Trainer/Team Coordinator for the northeast PA, NY, NJ, DE, MD, Washington D.C. and VA

Responsible for implementing sales strategies and account planning with new dealers and support with inventory management arrangement. Taught networking and also created, deployed, and maintained customer networks until handed off to clients. I was the first level contact for all issues and support for the channel under my region assisting new dealers in initial set up and works with team members to help and support with business development. I was involved in product updates and evaluation, business development for dealers, keeping dealers up to date with sales and technical bulletins. Worked closely with Channel account manager and Internal Account Manager to help with marketing, sales development, arrange technical classes. I also serve as a consultant for dealers, to help with end user evaluation RMA support and assist with closing of sale when needed. I was designated the specialist in problem solving and dispute resolution.

Job duties

Deliver sales training curriculum to educate Channel Partners’ sales team

Coordinate sales and product training logistics for new hire and refresh training for existing sales and technical staff

Delivered technical and sales training to increase the sales team’s knowledge and skills of Samsung products.

Manage relationship between all affiliates and Samsung and dealers and vendors

Conducted team trainings for sales and technical knowledge

Continually improved product, competitive and sales knowledge and delivery skills

Certified on all Samsung Product consumer and business products

Business development and account planning responsibilities for all vendors associated with Samsung

Nationwide Communications Services/ IBM/AstraZeneca 9/07-09/30/08

Network/Voice Services Technician

My duties required me to be responsible for monitoring, maintaining and troubleshooting data/voice networks on Astra Zeneca sites in Delaware. I was required to respond to alarms or problems identified by system alarms and monitoring applications. Duties required me to be responsible for the implementing pre-defined trouble-shooting procedures and scripts. I was responsible for escalating all major technical issues to the appropriate teams when necessary. Responsible for resolution of network and voice issues and documentation of the results after work is completed.

Job Duties

Responsible for installation, operation troubleshooting, and support of telephony systems.

Provision, install, test, support, and maintain desktop telephones and cabling for telephony environment.

Networking of communication systems and data systems between multiple sites on campus

Ensure that telephony systems meet business capacity needs, for availability, performance, and recovery requirements. Troubleshoot complex technical problems affecting the campus at Astra Zeneca.

Experience managing the day-to-day operations of telecommunication services utilized by Astra Zeneca. Identifying and implementing new telephony service alternatives to assist the customer in meeting their strategic goals.

Experience with Avaya Telephone switches and Avaya CTI technology

Strong written and verbal skills with knowledge of database inventory systems.

Management of MDF and IDF closets in USBC and FOP sights for Astra Zeneca.

Inventory and daily maintenance of IDF closets on Astra Zeneca Campus Delaware.

Other job duties included but not limited to working with hardware and software teams for desktop/notebook support and server maintenance installation of Message Application Server and Message Storage Server for modular messaging system

Turn-up, Testing, and Maintenance of the Cisco MWR-2900 Series routers or other similar Mobile Wireless Routers

Norstar Networks/ Nortel 4/05-9/07

Network Technician

Provide the following services that include but are not limited to advanced hardware and functional testing of telecommunications products on customer sites and support.

Job Duties

Followed guidelines from project start to job completion with high quality meeting or exceeding customer expectations. I performed advanced hardware testing and functional testing on product elements of one product type (e.g. Norstar Modular ICS, BCM 400, BCM 50, Call Pilot 100/150). I oversaw the troubleshooting equipment and tested failures to ensure proper operation of the system, following defined escalation procedures. Used of all wired and wireless testing equipment and software, using testing equipment.

As Project Leader was able to able to work within groups to accomplish goals, organize vendor meeting to resolve customer issues, responsible for providing high quality on site resource to assist Norstar Networks customers with the day to day operational management of their networks manage priorities and requirements to support different areas of the business

Prepared technical reports for the customer/management when needed while representing the best interests of Norstar Networks while balancing the customer need for support. Researched, recommend new technologies and planned the deployment or rollout of these technologies.

Manage multiple sites, monitored all sites with a high regard to detail, and maintained logs and reports for each site.

Performed upgrades and supported all technology and infrastructure, which included but was not limited to the following: data backups and security backups security (McAfee, Windows 2003) servers, routers, firewalls and switches websites (light maintenance) multiple networks (T1, PRI telephone, DSL) telephone system (Nortel and PBX) wiring (wiring for telephones, LAN connections, Ethernet, turn-up, testing.

Maintenance of the Cisco MWR-2900 Series routers or other similar Mobile Wireless Routers, electrical, framing and wire layout) wireless inventory, network design and process documentation (Visual Basic)

Provide help desk support for software and hardware and troubleshoot any technology issues that arise, even if work is needed during off-hours. Training of staff on software and systems.

Interface with external entities (vendors, Phone Companies and contractors to support technology infrastructure. Plan and set up technology systems for new offices and clients.

Enterprise IDF and MDF management

AT&T Wireless 10/98-5/04

Communications Specialist

Sales of all wireless phones and data productions while also performing assigned the role of subject matter expert on Nokia, Rim Blackberry, Ericsson Products and Motorola for Small Business and Corporate. I was the primary contact for all sales and account managers.

While working for AT&T I met and exceeded strategic sales objectives for assigned accounts. Foster and develop key relationships with Store Managers and Department Managers to ensure AT&T is top-of-mind with them in their sales planning process. I conducted effective marketing and sales training presentations.

Job Duties

Conducted regular sales meetings with assigned accounts sales representatives and management. Focused on increasing revenue potential by selling AT&T features and access revenue per unit through assigned accounts.

Stayed on the President’s Club top ten sales and support list for 5 years

Developed supportive relationships with existing accounts to meet sales objectives. Provides feedback on AT&T performance and attractiveness in the market by observing and analyzing market conditions and sales trends. Focused on retaining customers by observing demographic buying habits and providing updated product and promotional information that best meet the customer’s needs. Provide expertise on selling skills tailored to their market.

Provided timely, up to date assessment of local competitive promotions, rate plans and coverage areas. Based on day-to-day analysis of the competitive offers, provide recommendations on why AT&T is the preferred option. Tracked and reported results of sales activities and performance systematically through established reporting procedures. Educated our team of professionals on the resources available to them and how to use them to maximize sales effectiveness.

Insured that adequate supplies of the materials are available to merchandise with all proper and timely promotional materials. Implemented and established schedule using tracking forms to provide feedback to local management. Upheld AT&T values and business ethics and maintain the highest level of confidentiality concerning AT&T assets and proprietary information as well as that of each individual agent. Provided training to retail employees in order to ensure AT&T sales marketing, promotional campaigns are implemented effectively and appropriately.

Maintained update training on all new technology and services provided by AT&T such as GPRS, and WAP testing, Business Enterprise Server beta testing with Rim, equipment field testing for Motorola, Ericsson, Nokia, Samsung, and LG

Systems Proficiency

Hardware:

Proficient in the use and training of mobile phones, Android tablets, Apple products (IPAD), IBM ThinkPad all series, HP/ Compaq and desktops, Dell Laptop all series and desktop. Skills include the provisioning and installation of routers, and various switches (Samsung, Nortel, Brocade and Cisco) hybrid VOIP and PBX systems. Experience in the installation and configuration of Servers, Desktop, wireless networks and cell site equipment.

Software:

Windows 10, Windows 7, Windows 8, Windows XP Professional, Win98, Win 2000, Wins Media Center, Win XP Home, Mac OS X, Nortel Call pilot, MICS ICS, BCM 200, BCM 250, BCM 400, OMT Tool, Avaya enterprise PBX, VOIP PBX, Cisco UC

T-Mobile Script tool, Ericsson AMS tool, Element Manger, Compaq ICS systems Call Center Programming Axys, OS Call, OS Operator, OS Data view, Samsung IT Tool, GSS congfigurator, Light Bridge Systems Microsoft Office98 Microsoft Word Office 2003 Office 2003 Microsoft SBS. Website building software and E-commerce

Education

Real Estate Institute, Philadelphia, PA

Professional Real Estate Investment Institute Real estate acquisition and management Graduate

Pierce College, Philadelphia, Pa

Some College Coursework Completed

Computer Networking and Business, hardware studies and system maintenance studies of LAN, WAN and Internet, math, English and science

Philadelphia College of Textiles and Science, Philadelphia, Pa

Some College Coursework Completed

Science, Computer systems, Business management, no degree transferred to another school

I can be found on Linkedin.com

http://www.linkedin.com/pub/storm-hightower/10/887/2aa

Contact this candidate