Telecom Manager

Summary

Over ** years of experience in the IT field, with specializations in the areas of networking and telecommunications. Personal attributes include being extremely self-sufficient, having excellent verbal, presentation and written communication skills, and adept at problem solving. My work is goal and objective driven with an ongoing emphasis on improving efficiency without compromising integrity. Shallow learning curve.

Highlights

Server configuration/troubleshooting

Extensive Windows/Mac OS experience

Networking device configuration

SQL

Application installation/troubleshooting

Mobile Device Management (MDM) administration

Active Directory administration (profile maintenance/security group creation/administration)

Mobility expert

Excellent reporting skills

Education

Elizabeth City State University, Elizabeth City, NC

Bachelor of Science in Industrial Technology

Experience

American Red Cross, Telecommunications Manager

October 2012 – present

Manage team responsible for daily operations of telecommunications systems enterprise-wide. These technologies include wireless devices (smartphones, tablets, portable hotspots, and cradlepoints), VoIP phone systems (Broadsoft/Skype for Business PSTN), and conferencing solutions (Webex, Webex TelePresence,conference bridges). Other duties involve key administrative roles with Mobile Device Management solution powered by VMWare/WorkspaceONE.

Additional responsibilities include the following:

Provide supervision over team members that are placing order/upgrade/disconnect requests with ILECs & wireless carriers such as Verizon, AT&T and Sprint.

Attend governance meetings with vendors and work with vendor representatives to resolve billing and fulfillment issues

Provide monthly wireless & conferencing financial and usage reports for each business unit

Hold periodic meeting with SLT and other business unit heads to discuss financial data with regards to Wireless & Conferencing services

Provide cost analysis to find ways to save money within the organization. Provide trend analyses that track MACDs from month to month.

Database administrator for wireless inventory

Support C-level employees during large events such as Town Halls and Board of Governors Meetings to ensure all technology needed is prepared and functional.

Liaison with PMO team on all projects related to my areas of management

Handle escalations from internal customers and work to develop, maintain, and strengthen customer relationships

Train any temporary, contract, interns, new employees on all policies and procedures within the business unit

Responsible for documentation of all methods, processes, and policies to be utilized within the business unit

Cisco Communications, GIA-TAC Support Engineer

June 2012 – October 2012

Provide support on Global Intelligence Automation Software to clients in Beijing, China and Bangalore, India.

Primary functions included:

Monitored queues in order to meet contact times per SLAs

Gathered information from clients with severe trouble cases

Ensured cases handled were properly and thoroughly documented

Reach out to Engineers in China and India when working with non-English speaking clients

Allscripts Healthcare Solutions Server Technical Support Specialist(Contractor via The Select Group)

September 2011 – April 2012 (Term Contract)

Provided remote technical support to clients using Electronic Health Record (EHR) and Practice Management (PM) applications. Interacted daily with clients via telephone and email to resolve incidents.

Typical responsibilities included:

Application installation/reinstallation

Server maintenance in effort to resolve the following types of issues:

oSystem performance on server

oLow disk space occurrence

oTask scheduling: reboot sequence, defragmentation

MSSQL maintenance tasks as needed. Examples include:

oShrinking of db log files

oSetup of optimization tasks/backup tasks

oSetup dashboards & profile traces to troubleshoot source of performance issues when not readily diagnosed

oRestorations of databases as needed as well as movement of databases from one drive to another

oConfigure memory management and allocation in SQL dependent on server type and specifications

Follow-up and proper escalation of cases when necessary

Technical support relating to configuring of handheld devices, tablets, lifebooks(laptops);

oInstallation of company applications on Android/iPhones and/or iPads

oEnsure proper connection to server in order for device to work as desired.

Installed miscellaneous software such as Crystal Reports, MSOffice, and Dragon for clients

Go2IT Group, Lead Technician (Lenovo Contractor)

June 2007 – August 2011 (part-time)

Supervised deployment of Point of Sale systems (i.e. Servers, workstations, printers). Provided status reports to Project Managers regarding completions, Dead on Arrivals (DOAs), and other issues.

Led team in system conversions and swap-outs for POS stations

Worked closely with client PMs to coordinate activities efficiently

Migrated user data to new workstations and applied previous settings

Handling of escalations

Coordinate with vendor regarding damaged/DOA machines

Performed system refreshes

Certifications

CompTIA A+, Windows XP, Windows 7, MSCA

*Currently preparing to take Security+ in Spring 19/CISSP in Fall ‘19

Other Professional Experience

Halifax County Schools/ Pitt County Schools

August 2003 - June 2010

Served as 7th and 8th grade Mathematics and Science Teacher and Head football coach

Created daily lesson plans that addressed Goals from NC Standard Course of Study

Taught lessons using best practices that addressed all learning modalities

Kept accurate and up to date grade books and provided timely grading feedback to assignments

Provided feedback to parents in way of phone calls, newsletters, and face-to-face visits.

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