Customer Service Manager
Resume:
Scott D. Whitney
LinkedIn: http://www.linkedin.com/pub/scott-whitney/40/a42/614/
Email: ***********@*****.***
Cell: 1-386-***-****
Summary of Qualifications
Over 15 Years as a Network/Telecom Technician. Expertise in both planning
and maintenance of Avaya and other Voice and Data Networking Systems. A
talent for analyzing problems, developing and simplifying procedures, and
finding innovative solutions. Proven ability to motivate and work
effectively in a team environment.
Summary of Skills
Network/Voice Cabling
Excels at planning, installing and troubleshooting Network/VoIP Systems.
Skilled at cable termination for jack and 66/110 punch down block.
Skilled at proper installation of UTP, Cat 5/5e/6 (RJ45) V.35 (RJ11), RS232
and Coax Cable.
Network Devices and Skill Sets:
Avaya: LAN based VoIP and PBX administration
AT&T G5: LAN based VoIP and PBX administration
Cabletron: Spectrum Network Manager, Switches
Cyberguard: Firewall Administration and Configuration
Dukane: LAN/WAN Manager, Intercom
Nortel/Bay: Centillion Switches
PictureTel: Broadband Manager, PicTel Manager, CCTV
Protocol Knowledge: TCP/IP tools, ping, traceroute, nslookup
Notable Accomplishments
- Primary point of contact for daily support of Avaya based Voice and
Data Networks within CitiStreet Corporate Infrastructure for four years.
- Construction and Engineering of Avaya Voice/Intercom and PictureTel
Closed Circuit Television Systems within Flagler County Schools for six
years.
- Implementation of multiple LANs for MCI Customer base along with
planning and daily administration of Network Services
Professional Experience
Various Trade-Related Positions, Palm Coast, Florida
3/2011 - Present
Employment after layoff as Communications Technician at Flagler County
School Board in March, 2011
Flagler County School Board Bunnell, Florida
Communications Technician 5/2004 - 3/2011
Performed procurement, installation and maintenance of Campus-wide 24/7
Avaya Voice and PBX Network
Installed and maintained PictureTel CCTV System.
Performed inventory of County's Communications Assets.
Managed communications vendors and suppliers.
Coordinated planned outages and upgrades.
Daytona International Speedway Corporation Daytona, Florida
Telecom Purchasing Agent (Contractor) 1/2003 - 12/2003
Primary Agent for procurement of Telecom equipment from AT&T, Sprint and
Nextel
Expert liaison for cellular issues to internal customer base
Collected cellular statistics and recommended corrective actions to
Management
CitiStreet, LLC Jacksonville, Florida
Network Administrator 3/1998 - 12/2002
Supported large, dynamic Call Center. (LAN based Avaya Voice/PBX Systems)
Monitored and troubleshot back-end Avaya Voice and PBX configurations.
Administered Cyberguard Firewall, Cisco Routers, Nortel/Bay Centillion, and
Cabletron Switches
Utilized UNIX-based Network monitoring tools for tuning and
troubleshooting.
Nortel Networks Research Triangle Park, North Carolina
LAN/WAN Analyst 4/1997 - 3/1998
Configured Network Surveillance Software (Cabletron Spectrum) in a growing
dynamic network
Provided excellent customer service and issue resolution
MCI Cary, North Carolina
WAN Analyst 1/1995 - 4/1997
Configured interfaces for DAC's 3/1 DAC's 1/0 Alcatel 1631 switches.
Provided troubleshooting and resolution of customer service of WAN issues.
Education
Flagler Technical Institute, Palm Coast, Florida 2007 - 2011
Electronic and Theory at Worcester Industrial Technical Institute 1983
-1984
Assumption College, Worcester, Massachusetts 1981 - 1983
Technical Training and Certification
Avaya PBX Switch and Voice Mail System Training, Jacksonville, Florida,
2000
AT&T G5 Series PBX Switch Advanced Training, Jacksonville, Florida, 2000
AT&T G1 Series PBX Switch Training, Jacksonville, Florida, 1999
Cyberguard Firewall Training, Jacksonville, Florida, 1998
Nortel/Bay Centillion Switches Training, Jacksonville, Florida, 1998
DAC3/1 and DAC1/0 Switch Training and Certification, Cary, North Carolina,
1997
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