Customer Management
Resume:
GERALD SHERRILL
EVERETT WA *8204
*********@*******.***
CELL: 425-***-****
EXPERIENCE
Telnes Inc. August 20012- Present
Director of Network and Operations
-Responsible for all operation within the company
-Created documents and processes within the company
-Responsible for Design and Build and Testing of the Telnes Network
-Deployed Cloud Firewall product
-Managed a team of 18 people
-Built out a national 24x7 NOC
-Launched multiple POP’s throughout the country to provide MPLS and voice services to customers.
-Communicated with High value customers on a daily basis
-Handled all Customer escalations
-Managed Datacenter Vendor Relationships
-Hardware Vendor negotiation’s
-Handled Management Level communication with other Wholesale vendors
-Launched Class 5 Metaswitch voice platform, to Provide business class VOIP service to business across the country. Completely GEO Redundant
-Presented Costs of Datacenter and network build to CEO.
-Developed Internship program within the company working with community colleges
-Escalation point for upset Customers or Partners
-Worked with Software team to enhance Linkwatch for customers and Engineers
-Approved all MPLS network Designs before going to the customer
-Over saw the design of the Telnes Training website
-Performed interviewing and hiring of all Engineers
-0 Churn rate on Employees leaving
-Managed Engineers Case Load and customer communication
-Implemented 4g services direct with Verizon Wireless
-Maintained Performance reporting
-Assisted Finance and Exec with any reporting
-Worked with Exec’s on developing new products
-Managed switch from SonicWALL to Fortinet Firewalls for customer deployments
-Approve all hardware replacements
-Helped other departments in hiring process
Fibercloud Inc
Director of Operations and Infrastructure March 2010-July 2012
Regional Operations and Network Manager June 2006-March 2010
-Provide direction and leadership for company in a management role.
-Price and design customer deployments to meet customer needs and deadlines.
-Manage operational and capital budget for the datacenters.
-Coordinate and review all network change management submissions and approvals.
- Responsible for all Vendor relationships for all three of Fibercloud’ s Datacenters.
-Managed Complete Remodel of two Datacenters. Installed new power and cooling.
-Managed a team of 12 Techs and engineers spread out over three geographical locations.
-Managed a team that launched Hosted Services for Fibercloud.
- Over a one year span we launched Hosted Exchange, SharePoint and OVA and two Backup products.
-Managed a team that launched Cloud Server product for Fibercloud.
-Launched companywide Shoretel VoIP phone system.
-Launched Clouds services on a Hyper V platform.
-Implemented standard operating procedures for each datacenter.
-Set standard to allow datacenters to pass several audits.
-Create detailed documentation and procedures for technical installations and configurations for all products and services.
-Interact with customers, engineers and executives daily face-to-face, via telephone and in writing to solve business needs, coordinate installs and resolve any issues along the way.
-Ensure that tickets are expedited and resolved with detailed resolutions in a timely manner, while prioritizing multiple issues based on many factors that can affect their precedence.
-Police network upgrades and back out procedures to ensure they are first applied in a controlled environment lab before being implemented into production.
-Responsible for development and standards on Fibercloud’s Regional carrier network that consists of five locations and peering with six tier1 providers.
-Managed remodel of 3 different datacenters in the Westin Building.
-Managed upgrade of 3phase power into the datacenters
-Managed upgrades of over 150 Tons of cooling into the datacenters
-Managed replacement of Main Breaker into one of the Datacenters from GFI to non GFI
-Implemented new HVAC monitoring and alerting system
FiberCloud Inc. Jun 2001 – Jun 2006
Network Systems Engineer
-Teamed with Sr Engineers to migrate a regional network to a carrier class MPLS network
-Assign, provision and administer IP routing, VLAN’s, Layer II VPN’s, OSPF and traffic shaping in Cisco 7600 core routers and Extreme Networks routers.
-Troubleshoot complex company and customer network issues capturing & analyzing packets using Wireshark.
-Deploy stable & secure Linux and Windows application servers using HP & Dell servers.
-Automate network device config backups using Solarwinds.
-Consolidate & centralize all system logs and syslog.
-Administer public and private wired and wireless IP networks.
-Produce, host & maintain detailed Visio network drawings, technical documentation, and process.
-Discover and monitor all servers, IP networking devices, transport devices, electrical power distribution & environmental systems in SNMP monitoring/alerting systems.
-Engineer AC power systems for failover, backup, distribution, monitoring & alarming. Network and server security, change management and patch management.
-Work within internal NOC/Support team to support internal and external customers, troubleshooting customer network and working with other LEC’s on troubleshooting type 2 circuits and their IP network.
-Provide simplicity and accessibility to central IP address management and network allocations information to those that need full and read-only access.
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-Execute pre-sales engineering, capturing customer details & pricing installations.
-Provided 24x7 365 on call support for the network and facilities.
-Take decisive and quick action in diagnosing networking issues using SNMP monitoring tools, syslog, extended ping, trace route, checking interfaces looking for CRC errors, and if need be, full packet capturing and analysis.
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EDUCATION, CERTIFICATIONS & TRAINING
Everett Community College Sept 1994- June 1996
Applied Technology institute Sept 2000- Dec 2001
CCNA Certified and Network + course Dec 2001
Completion of Windows NT Server class for certification Nov 2001
UNIX Linux Class and A+ core and software classes May 2001
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