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MTechnical Support Engineer

Newnan, GA
April 23, 2016

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Newnan, GA *****



I.T. service/support professional with extensive experience in desktop support, infrastructure design, and network implementation. My core competencies are managing data & tasks, facilitating, analysis/troubleshooting, and client relations. TECHNICAL S KILLS

PC/Mac Routers Telephony Microsoft Office Switches LAN/WAN VMware Servers Ethernet





Fire Alarms

low voltage

LANDesk Backup Exec Promethean Systems


MS Exchange Active




2015 2016 T otal Systems Services, Columbus, GA T elecommunications Engineer II

● Analyzed, maintained, documented, and initiated troubleshooting of telecommunications applications, services, systems, and circuits.

● Conducted project planning, vendor and cost analysis as well as supporting all system outages for monthly system maintenance.

● Performed traffic studies, capacity planning, equipment analysis, business continuity reviews, and disaster recovery planning. Responsible for supporting system and user documentation for end users, contact center agents, and clients

● Assists the design and support of established telecommunications applications and systems to deliver data, voice and video services across various applications securely (carrier routing, applications integration, network segmentation, network security, firewall traversal, access and perimeter control, vulnerability management, intrusion detection and security monitoring).

● Performed call accounting integration to the public telephone switchboard (PBX), telecommunications application/system testing, analysis, remediation, compliance and vulnerability management.

2014 2015 Total Systems Services, Columbus, GA

H ardware Support Analyst II

● Assisted with Association and Payment Card Industry Data Security Standards training for internal and client compliance

● Conducted key inventory physical/ logical access reviews and audit documentation preparation

Charlene Y. Pace c 678-***-****

● Assisted with encryption of data (at rest, in transit and end to end) for internal systems, client, and vendor utilizing the various software/hardware encryption product assisted PKI administration to create, store, and distribute digital certificates

● Configured, set up, and supported hardware security module devices (Thales) as well as physical inspections and firmware upgrades to prevent processing and or authorization errors for clients

● Created/compiled an Encryption Services training manual, specifically designed to facilitate new team member onboarding and integration to key management and data encryption analysis and problem resolution.

● Conducted Disaster Recovery exercises (local & remote)

● Monitored network databases for violations and unauthorized access attempts.

● Maintained Data Encryption certificates public/private keys 2 012 2013 H ewlett Packard Enterprise Services, Alpharetta, GA M ission Critical Storage Engineer

● Remote customer support of tape storage libraries (all HP tape storage libraries) and selected disk storage platforms via phone, email, and web based applications

● Assisted with installation, management, and monitoring of physical and virtual enterprise storage environments

● Diagnostic analysis of HP storage libraries, tape drives, & storage media

● Enhancement of knowledgebase incorporating extensive storage training and Project Management group study

● Formulation of innovative storage solutions, field engineer action plans for resolution, and end user training

2009 2011 Fulton County Board of Education, Atlanta, GA T echnology Specialist

● Administration and support of Windows school based labs and networks(servers)

● Repair/upgrade of system equipment (hardware and software)

● Management of assets and repair documentation of workstations, end user training and technical support created/developed technology instructional manuals and curriculum content for educators

● Configuration and maintenance of various network equip(switches, routers, etc)

● Configuration and deployment of peripheral devices (Blackberries, printers, digital cameras, etc.)

● Installed Category 5/5e/6 cabling network design and implementation 2003 to 2011 W est Georgia Technical College Newnan, GA Adjunct Instructor

● Designed class curriculum, presentations, and lectures (campus and online) Charlene Y. Pace c 678-***-****

● Created hands on technical labs to reinforce class content

● Instruction in computer installation, maintenance, and repair (A+ Exam Prep)

● Instruction in operating systems functions and commands (A+ Exam Prep)

● Instruction in network design, installation, and maintenance (Net+ Exam Prep) 2003 2009 C oweta County Board Of Education, Newnan, GA Network Engineer

● Administration and support of Windows school based labs and networks also support of CodePal SQL server

● Repair/upgrade of system equipment (hardware and software)

● Maintenance of inventory and repair documentation of workstations, end user training and technical support

● Configuration and maintenance of various network equip (switches, routers, etc)

● Configuration and deployment of peripheral devices (Blackberries, printers, digital cameras, etc.)

Installed Category 5/5e/6 cabling and Fiber Optic cabling network design and implementation

1999 to 2003 Talledega County Board of Education Talladega, AL N etwork Administrator

● Administered and supported 18 school based LANs (Novell Netware),

Implemented, designed, and maintained district wide email (Novell GroupWise), and Web site (Windows Server 2000)

● Designed and installed networks maintenance of attendance and educational software

● Configured and deployed peripheral devices (Blackberries, printers, digital cameras, etc.)

● Repaired/upgraded system equipment (hardware and software) also designed and administered teachers' training curriculum for local and adjacent school districts as well as municipal personnel

● Installed Category 5/5e cabling network design and implementation EDUCATION

Master of Science in Management, Information Security Systems ( in progress)

Colorado Technical University, C olorado Springs, Colorado Charlene Y. Pace c 678-***-****

Bachelor of Science in Business Administration, Management Information Systems

The University of Southern Mississippi, Hattiesburg, Mississippi PROFESSIONAL EDUCATION

2015 Avaya System Manager/Session Manager Training (Sumeria Systems onsite, Columbus, GA)

2012 SAN/Storage Training (Hewlett P ackard, Alpharetta, GA) 2010 ActivBoard Installer Certification (Promethean, Roswell, GA) 2008 Level I Alarms Technician (NBFAA, Prattville, AL) 2006 Essentials of Network Security (Global Knowledge, Atlanta, GA) 2004 Cisco Interconnection Networking (Global Knowledge, Atlanta, GA) 2002 Fundamentals of CISCO Router Configuration (CompuMaster, Birmingham, AL)

2001 T1 Data and Voice Products/TSUs Installation and Maintenance/Dedicated and Switched Applications/Frame Relay, Routing, Voice Compression and Dial Back (AdTran, Huntsville, AL)

2000 NetWare 5 Administration/GroupW ise Administration/GroupW ise Advanced Administration (Athena Learning Ctr, Birmingham, AL) HONORS

MS Economic Council Star Student, USM University Scholars, Army ROTC Scholarship, I.C. Isaacs Company Scholarship, Gamma Beta Phi Honor Society

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