Information Technology and Network Administrator

PROFESSIONAL OVERVIEW

Industry professional with 18+ years in Computer Software experience. Possesses a vast background in implementations and integrations (onsite location or remotely). Provided proven technical expertise, strategic direction, leadership, and seniority providing support and strong influence – maintained excellent rapport to over 250+ clients and myriad of vendors and partner's. Has excellent history in telecommuting experience.

CAREER COMPETENCIES

Technical Support Lead Conflict Resolution Consulting & Analysis Integration Specialist Implementation Lead Project Management Interactive Voice Response (IVR) Training Quality Assurance Computer Telephony Integration (CTI) Sales Continuous Process Improvement Information Systems Management Linux/Unix Networking Pro – CompTIA Computers & Technologies Programming & Scripting Background

Primary Account Manager and Lead Tech with impressive leadership and technical expertise reputation responsible for maintaining 80+ contracts (115+ servers) – 18+ years’ proven metric of highly satisfied, loyal customers -- attributed 18+ years’ of steady monthly/annual income influx with contract maintenance fees

Responsible for 150+ new contracts fulfillment by single-handedly implementing large scale server installations -- demonstrated ability of smooth and successful transition execution within a week

Proven history of high level customer satisfaction guaranteed through System Development Life Cycle initiatives attributed to 500+ projects completions, final payments collections and no cancellations

Demonstrated discipline -- 200+ travel experiences to customer sites in U.S. and abroad

EDUCATION

Bachelor of Science Degree Troy University, Fort Walton Beach, Fl.

Major: Computer Information Science

Minor: Business Administration

Continuing Education (CE) - 2015 – Present

College Credit Certifications Hillsborough Community College Tampa, Fl.

CCC.cop.opt1 -- Computer Programming

CCC.adv.net.inf -- Advanced Network Infrastructure w/ Emphasis in Cisco & Microsoft Servers

CCC.sec.cyb.ul – Unix/Linux Network Administration and Security

Certifications:

CompTIA Network & Security Hillsborough Community College Tampa, Fl.

Project Management Professional (PMP) Project Management Academy

PC Pro (A+) TestOut Corporation

Microsoft Office Pro TestOut Corporation

PROFESSIONAL HISTORY

1994-1997

Computer Lab Technician Troy University (Work Study Program)

1997-2003

Software Engineer/Programmer Automation Consulting, Inc. / PORCHE Systems, Inc.

2003-2015

Integration, Implementation, & Technical Support Specialist ** Milsoft Utility Solutions, Inc.

September 2015 – Present

Continuing Education – Computer Science Hillsborough Community College, Tampa, Fl.

Senior-level Technical Support (Maintenance Management)

17+ years’ as primary Manager, oversaw 80+ contracts

18+ years’ troubleshooting expert and member of technical problem solving and problem avoidance team providing “A+” customer satisfactions to 275+ clients in Continental U.S. and abroad in a 24/7/365 support environment structure

18+ years’ achieved proficient knowledge with Interactive Voice Response (IVR) software solutions and interfaces

Operating Systems experienced, 6+ years with IBM OS/2 -- 12+ years through Microsoft Windows OS migrations -- Windows NT Windows 2000 Windows Server® Windows Server® 2003 (Standard or Enterprise Edition) Windows Server® 2008 Windows Server® 2008 R2 Windows Server 2012 Windows Server 2012 R2 for the host and client’s Windows 95 Windows 98 Windows XP Windows XP Professional x64 Windows Vista Windows 7 Windows 10

Developed knowledge through migrations: Microsoft SQL Database Engines -- SQL Server 2005 SQL Server 2008 SQL Server 2008 R2 SQL Server 2012

Experience progressed with MS Visual Studio, .NET Framework, XML, HTML, Java (jar) scripting, JavaEE’s Glassfish, Apache Tomcat

Worked with Infographic tools such as Crystal Reports and JasperReports® Server

Technical knowledge encompasses DELL computer technologies’ personal workstations, laptops, servers, and DELL firmware

18+ years’ strong background (hardware and software) with Computer Telephony Integration (CTI) technologies

Developed experience through evolution in Internet Technologies’ & Topology, Network Convergence.

Payment Card Industry Data Security Standard (PCI DSS) familiarity.

Excellent interpersonal and verbal skills – conducted onsite, voice, web conference mentoring and training programs

Lead System Analyst and Consulting Work

18+ years’ continued revenue contribution from 80+ high-client influence managing product evaluations, systems analysis, consulting work on hosts server management and client-based utilization of products, product performance, product stability, product optimization, proposed recommendations and/or alternative solutions,

solution selection, testing solution, implementing solution, troubleshooting, repairing, monitoring -- how changes will affect the conditions and operations with system upgrades, interfaces solutions, integration solutions relative to customer needs, processes, situations

Highly involved with Sales and Marketing departments’ ‘pre-sales’ processes providing domain expertise attributed to winning contracts

Managed new product sales and service contracts affecting 30+ existing clients with “Overflow Call Center System”

Integration Specialist (Hardware and/or Software)

18+ years’ as Lead Integration Specialist

Primary Technical Manager -- maintained integration/interfaces to 80+ client’s systems Experienced with Computer Telephony Integration (VoIP/ Legacy) -- telephone network providers such as Lucent Technology, Avaya, Avaya Definity, Avaya IP Office, Cisco Calls Manager, Cisco Mitel

Superswitch PBX, Mitel Communications, Nortel BCM, Nortel Meridian, Nortel Norstar, Shoretel IP Networks, NEC, Siemens HiCom PBX, Siemens ROLM PBX, IWATSU, Asterisk, Tadiran, AudioCode

Developed expertise using Dialogic® Corporation’s products as a fundamental partner – Dialogic Hardware Telecommunication Interface Boards Dialogic Analog Boards Dialogic PBX Integration Boards Dialogic Voice Interface Processing Boards with Digital Network Interface PCI Dialogic Boards (Industry-Standard PCI Bus slots) JCT Boards (CT Bus Technologies) – Dialogic Firmware and tools as Dialogic® Voice Application Programming Interface API based on OS/2 OS legacy type interface and VoIP-SIP technology using industry-standard Internet Protocol (IP), H.323, and call control, Session Initiation Protocol (SIP) protocol, Real-time Transport Protocol (RTP), audio formats G.711, G.726, G.723.1, G.729, or G.729B; Virtual DM3

Other interfaces experiences include Nuance Speech Servers Technology Vocalizer’s Text-To-Speech engine Billing Interfaces Payment Gateways Voice, Email, and Text (SMS) Messaging customer notifications campaigns interface

High-familiarity involved “Hosted Cloud” solutions and “Overflow Call Center” management

Management experience -- Physical and Virtual Servers

Implementation Specialist and Implementation Lead, Project Management

18+ years’ as Lead Implementation Specialist

Demonstrated ability of “single-handedly,” including complex systems/software objectives, implemented 500+ “onsite” and “remotely” -- 100% operational with new systems within 1-week -- to customers in Continental U.S. and abroad

Worked as Pre-Implementation Project Manager -- key responsibility is ensuring the organization’s complete System Development Life Cycle on new systems, upgrades, APIs, and various integration and interfaces

HONORS ACTIVITIES ENDORSEMENTS

https://www.linkedin.com/pub/marilyn-webster/23/611/30"/23/611/30

REFERENCES AVAILABLE ON REQUEST

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