IT Project Manager / Project Manager

Professional Experience

Verizon Business, Cary, NC

Project Engineer, Standard Managed Network Services Operations

**** – Present

Responsible for management of hand-off transitioning process of networks from implementation to the operations environment. Responsible for initiation and completion of change management requests and customer education related to the change management submission process. Oversees initial customer project kickoff inclusive of explaining scope and Managed Services Operations requirements. Singular point of contact for all non-real-time service issues. Oversees new network deliverable orders for acceptance into management. Facilitates in-scope change management in accordance with customer contracts and changing requirements. Responsible for the oversight of weekly configuration backups. Maintains all network operations and Network Management Services databases ensuring that all network implementation is in accordance with the design specifications of Managed Services Delivery. Reviews technical elements of each site to ensure actual network implementation is aligned with Verizon Business standards.Maintained all SMNO tools used for supporting Managed Service customers.

●Team lead and subject matter expert for emerging technologies

●Supervised 5 project engineers supporting technologies utilized by Verizon Managed Services

●Represented organization in requirement planning for the implementation of the Integration Change Management platform as part of Verizon Rapid Delivery initiatives

●Integral to the collaboration of internal teams in executing Verizon Business processes in support of customer network management.

●Utilized resource and project management skills to collaborate with various team members in ensuring customer order requirements and specifications within contracted targets.

●Ensured best practices were employed in the documentation of troubleshooting issues associated with sites accepted into management.

Verizon Business, Cary, NC

Network Engineer 111, Advanced WAN Managed Services

2005 – 2006

Primary lead in the management of various network projects providing technical solutions to large and mid-sized enterprise networks. Monitored and completed troubleshooting for customer networks across multiple technologies such as frame relay, ATM, PIP, MPLS, T1, DS3, DSL VPN, ISDN, and switches. Responsible for troubleshooting of issues associated with VOIP. Monitored and configured customer routers from beginning to end, utilizing different routing protocols (OSPF, RIP, EIGRP, IPSEC, BGP). Provided second level technical support for enterprise and government WAN/LAN. Provided recommendations to customers on network devices to best suit their communication needs (Cisco/Nortel/Adtran routers, Catalyst switches, USR Motorola FRADS, modems, General Datacom/Larscom/Paradyne CSUs, Visual probes, Digital link). Supported E-commerce customers using network communication tools.

Identified multiple ways of improving reliability of network project in conjunction with assuring SLAs were met

Resolved highly complex IP, routing, and switching issues affecting customer network performance, reliability, and security

Collaborated with vendors and internal organizations to resolve issues and ensure product readiness in support of various customer communication projects

Provided crucial analysis of customer network outages using real time technology to ensure critical business needs were met

MCI Communication, Cary, NC

Network Engineer 111/Team Lead, BPAmoco Global Network Operation Center

2000 – 2004

Managed specialized network projects of global organizations by defining requirements and implementation procedures. Managed development, pricing, and negotiation of network requirements and deliverables. Worked directly with various organizations, teams, customers, and suppliers on designing and fine-tuning of specific network implementations. Monitored and configured customer routers using different routing protocols (OSPF, RIP, EIGRP, IPSEC, BGP). Monitored and provided troubleshooting for Nokia and Cisco Pix firewalls. Managed firewall IP address permissions. Monitored and provided troubleshooting for VPN routers and DSL services. Monitored and provided troubleshooting for rea time network alarms on customer devices in relation to firewall issues on Sun Solaris platform. Completed customer calls on Load Balancing problems by reconfiguring the load based on the bandwidth usage. Ensured preventative maintenance programs were completed. Interfaced with exchange carriers and service providers to progress problem resolution while providing updates to customers on the status. Updated all network databases as required and corrected deficiencies in all aspects of network operations. Provided internal status reports to management as required through escalation procedures.

Implemented new VOIP and Cisco Call Manager

Consistently analyzed existing requirements to identify potential areas of weakness and suggested improvements to improve efficiently

Lead the day-to-day operation of the network center

Proactively addressed network alarms/failures

Developed and maintained standard operating procedures for the center and for specific customer networks

Provided specialized training on customer specific networks including network technologies and management platforms

Served as an authority in specialized knowledge for management and external contacts

Served as an expert and provided specialized technical guidance on complex network issues in specified network areas

Verizon Business, Cary, NC

Network Engineer 11, Advanced WAN Managed Services

1999 – 2000

Conducted real time monitoring, troubleshooting and network resolution for private data networks, Cisco and Lucent routers, and Cisco and Nortel switches. Configured and monitored frame relay, ATM, T1, DS3, and Nortel Newbridges device. Performed customer issue resolution and coordinator as well as fault isolation of remote networks. Monitored risk associated with customer issues and escalated potential major risks to management. Identified system and network anomalies by effectively using available support systems. Utilized communication skills to provide the appropriate notifications to customers, account teams, and internal management. Worked closely with telephone company field technicians and engineers to resolve issues.

MCI Communication, Cary, NC

Database Administrator

1998 – 1999

Built and provisioned data files on a Hyperstream Frame relay through FTP, Stratus, and telneting through UNIX. Provided level 2 Novell Citrix support model with PD PSI and problem management and administration for Citrix Server Support Services. Ran various applications and programs on Linux OS during the cutover from Windows on Linux. Created and maintained logical and physical database and also performed backups/recoveries. Resolved network problems for online billing through different DB2 and programs. Performed extensive work in monitoring database systems in heterogeneous, multi-vendor networked environment inclusive of UNIX, OS/2, Win NT, and Win 95 platforms using various protocols (SNMP, PPP supported by TCP/IP).

Sears Inc, Greensboro, NC

Help Desk Manager Center

2000 – 2004

Provided troubleshoot for general help desk issues including hardware, software, fax, inventory, adds, moves, and documentation. Ensured timely response to requests via phone, e-mail, or desktop support. Used external knowledgebase to troubleshoot and resolve varied technical problems promptly and efficiently. Managed team members, delegated tasks, conducted reviews and evaluations, and created performance reports. Maintained a log of all repairs and replacements required.

Developed and maintained relationships with Business Unit heads.

Sears Inc, Greensboro, NC

Help Desk Support

1994 – 1996

Responded to customer telephone inquiries concerning support requests, systems status, and network connectivity. Resolved hardware and software issues related to IBM and Suns servers, switches, Windows applications, Internet Explorer, and Netscape software. Recorded inquires, repairs, and services requests. Diagnosed problems through research, isolation, and resolution steps using various automated systems. Initiated escalations for solutions as needed.

Provided recommendations for improvements in procedures

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