Engineer Technical Support
Resume:
Gary A. Mack
Corona, Ca. ***80
Sr. Telecommunications Engineer
Education:
Computer Operations and Management, Computer Learning Center, Orange, California
Advertise and Design, Cerritos College, Cerritos, California.
Certifications/Licenses:
Extensive Technical Systems Certifications, ISA Member, Internetworking with TCP/IP on Windows NT / Supporting NT Core Technologies / Systems Administration for SQL Server 6.5 /SMS / Administering Windows NT / Supporting Windows 2K
Summary:
Experience: More than 30 years of hands on IT and Telecom experience, including: Sales and Systems Engineering, Design and Integration; Field Engineering; Team Lead; Supervision and Management; Project Management; Pre and Post Sales Experience; Network Engineering, Design and Integration; Senior Technical Support; Network Documentation and Drawings; VoIP Telephony Integration; Data Archiving; Server Build and Administration; Hardware and Software Support; Domain Admin; Optical Fiber Design and Installation; Category 5 and 6 Design and Installation; All common Telecom and Control System related Cabling and Wiring; PABX, VoIP/Hybrid Telephony and Unified Communications Experience; Proven Ability of Managing both Voice, Video and Data requirements in a large call center environment; Extensive experience in Telephony Network Integration, Configuration, Management and Support; Demonstrated effectiveness in completing new technology implementations within the required timeline; Extensive experience in providing technical support on all levels; Strong Troubleshooting, Installation and Configuration skills in Voice, Video and Data; Extensive training and hands on experience; Attentive to details always maintaining meticulous records of important project and support information; Outstanding customer relation skills and always a team participant; Committed to doing whatever it takes to see a project through to completion.
Accomplishments: Network Design and Systems Integration specific to the Oil, Gas and Power Industries; Successful network integrations for many large-scale customers in a warehouse/logistics based environment; I have Written, Designed and Issued numerous Network Specifications and Diagrams, Technical Guides, Procedural Documents, Checklists, and General User Documents. Provided Management, Integration and Administration of numerous Enterprise Network Systems; Engineered several successful VoIP Integrations. Integration and maintenance of ISDN/ACD call center systems; Successfully lead projects such as rolling out new telephony, hardware upgrades, software packages, and upgrades to existing solutions for remote offices with no downtime; Completed Installation and Cutover of several new Data Centers (includes all: Systems, L2/L3 Switching, Optical, Electrical, HVAC, Security and Distribution); Provided measureable results in Cost Containment and IT Budgeting in relation to Voice and Data expenses; Trained numerous employees on Technical Support; Excellent Customer Relation Skills.
Specific Experience:
Sr. Technical Specialist / Telecom Engineer
Fluor Corporation
12/2007 - Present Aliso Viejo, California, United States
As the Telecommunications Engineer, I am responsible for the Engineering and Design of the highly resilient Process Control Network, Business (Voice, Video and Data) Networks and the Security (Access Control and Surveillance) Networks including all Systems and the Integration for both Petrochemical and Power related industries. I am required to fully understand the discipline of the business, the core needs, the goals and how the customer envisions the final product enhancing the business. As a Telecom Engineer, I am knowledgeable of the latest technologies available while understanding how they can be utilized and applied to the overall system design. The majority of my skills and abilities can be attributed to my daily involvement with the engineering, design, installation, integration and procurement of numerous and sometimes disparate Telecommunications Systems. I possess outstanding written, communication, presentation and technical skills. Typical engineering assignments at minimal require the delivery of Voice, Video, Data and Security Systems Specifications and Diagrams. Control System networks require special design considerations that when implemented will efficiently support redundant Networks, Integrated Systems, Monitoring, Management and Automated Shutdown of those systems. My goal is to ensure that the solution designed meets all of the criteria defined by the customer while also making sure that it meets all of the safety regulations and standards based, industry approved, operating principals. My years of experience, ability to work well with others and passion to provide technically advanced solutions have enabled me to continually advance my knowledge while providing exceptional engineering packages. My professional references will confirm my dedication and commitment to consistently producing complete project packages within the defined timelines.
2015-2016 - Al Hosn - Carbon Capture Expansion -FEED - Process Control, Telecommunication and Security Network Systems Expansion - Engineering and Design.
2015-2015 - Point Thomson - Gas Conditioning Facility - Pre FEED - Process Control, Telecommunication and Security Network Systems Engineering and Design.
2014-2015 - ASAP - Gas Conditioning Facility - FEED - Process Control, Telecommunication and Security Network Systems Engineering and Design.
2013-2014 - PEMEX - Coker Facility - Detailed Engineering - Process Control, Telecommunication and Security Network Systems Engineering and Design.
2012-2013 - Centinella - 250Mw Solar Facility - Detailed Engineering - Process Control, Telecommunication and Security Network Systems Engineering and Design.
2012-2012 - ARLINGTON - 250Mw Solar Facility - Detailed Engineering - Process Control, Telecommunication and Security Network Systems Engineering and Design.
2011-2012 - GENESIS - 300Mw Solar Facility - Detailed Engineering - Process Control, Telecommunication and Security Network Systems Engineering and Design.
2008-2011 - DHOUP - Heavy Oil Upgrade / Coker - Detail Engineering - Process Control, Telecommunication and Security Network Systems Engineering and Design.
2007-2008 - GASCO - LNG Plant - FEED - Process Control, Telecommunication and Security Network Systems Engineering and Design.
Systems/Telecom Engineer
Cox Communications
04/2007 - 08/2007 Rancho Santa Margarita, California, United States
As Systems and Telecom Engineer, my responsibilities dealt with enterprise server, application and telecommunications support for 600+ users in a highly redundant call center environment. Day to day issues were quite diversified and included troubleshooting complicated Systems and Network related issues Active Directory, Exchange, Outlook, System Imaging, Blackberry servers and devices, Octel Voicemail, Octel Visual Messenger, Meridian PBX, Symposium ACD, Dell Servers, Workstations and Laptops, Data and Voice Connectivity-110/66/patch and a wide variety of Software Applications. All trouble reports were entered into and worked from a Remedy Database with some trouble tickets being entered into an MS SharePoint Database. Trouble tickets were randomly assigned with expectations of resolution within the guidelines of the company SLA’s. Remote Desktop, Sunbelt and VNC were used to remotely administer the various servers, workstations and laptops. Support of the Field Engineers required outstanding wireless, cellular and PDA support often having to walk the technicians through resolving issues without remote connectivity. Some of the more common software packages supported were Citrix, MS Office professional, Adobe, Java, SecureID VPN, Cisco VPN, ProComm, AutoCAD, Designview, Reflections, McAfee and a variety of business related applications.
Systems Engineer
Ameriquest Mortgage Company
01/2007 - 03/2007 Rancho Cucamonga, California, United States
As a Systems Engineer, responsibilities included the day-to-day support, maintenance and management of the company’s automated call distribution systems. Ameriquest utilized a complex call center system that linked multiple facilities throughout the United States together seamlessly as one. Through a redundant combination of servers and T1 lines, calls placed into company 800 numbers automatically routed to the selected service department based on customer input. My responsibility was to ensure that the call system servers were maintained and operable on a 24X7 basis including weekends per company adopted SLA’s. All Business, Telephony, E-mail and Voicemail Systems were integrated and required a detailed knowledge of interoperability and redundancy to maintain seamless operations. This included user support, server diagnostics firmware/patch management and coordination with local carriers to maintain uninterrupted system functionality.
Information Systems Manager
Gilbert Company
11/2003 - 10/2006 Chino, California, United States
The Gilbert Company was comprised of over 3 million square feet of warehouse logistics in two states and seven facilities with networked voice and data. The network environment was ever changing based on new and existing client computing needs and technical support requirements for each location. Windows Active Directory administration, Email management (Lotus and Exchange), Citrix Server, Symantec Enterprise, Cisco switch, firewall and router configuration, network availability, AS400, UNIX, SAN, HP Server support SQL, IIS and Veritas tape archives were some of my daily responsibilities. My primary role was to act as Gilbert’s technical liaison for new customer system integrations (Wal-Mart, Polo, Ralph Lauren, Pottery Barn) and many other large scale companies to provision the necessary network and computing needs required for transportation, logistics, tracking and billing. I would meet with the customer, define all requirements and supply the details needed for sales to draft the final contract. I would work with the client to provision their equipment and procure all new hardware, software and if required T1 or PTP Circuits to support remote access and VPN connectivity. My technical support team consisted of five technicians responsible for supporting over 500 users 24 hours a day including weekends. We responded to all network and computing disruptions using a company database and procedures I implemented for a clear and immediate escalation path with great success. In summary, I worked with a large variety of different technologies while managing support technicians to provide outstanding results, constantly meeting business goals in a regularly hectic and fast paced environment.
IT Manager
United Auto Credit Corp
04/2003 - 10/2003 Newport Beach, California, United States
My Job experience with UACC dealt with management and support of 56 remote branch locations and three help desk support technicians. I was responsible for managing the support for 400 users 24 hours a day including weekends while acting as the primary contact for all service disruptions. As the IT Manager, I coordinated all telecommunication requirements (ordering the PBX, T1 circuits, phone and fax lines for each new branch opening). Following each installation it was my responsibility to ensure that all voice and data equipment was fully tested and functional prior to the opening date. I managed and supported several NT servers PDC/BDC’s an SQL database, Exchange email servers, voicemail servers, print servers, all company workstations/laptops and all peripherals i.e. Scanners, fax machines and printers. My primary responsibility included travel to new branch offices to order and manage the installation and testing of all new public provisioned telephony and to manage the installation and configuration all of voice and data equipment. I also volunteered to prepare the audiovisual and power point presentations for the UACC quarterly management meetings, each time receiving rave reviews from the entire management staff.
On a daily basis I maintained records of my employee’s performance, and efficiencies, always trying to provide the training and tools they required to effectively meet the level of support that was expected from our helpdesk.
Sales and Systems Engineer
Sphere Communications
05/2000 - 10/2002 Lake Bluff, Illinois, United States
My Job experience with Sphere dealt with the sales support and installation of a VoIP PBX System designed for small to large business networks. As the Sales and Systems Engineer, I was responsible for qualifying client networks, ensuring that the proper protocols were supported, the latest firmware installed, and sufficient bandwidth existed, I verified adequate rack space availability, HVAC and UPS power existed or, was in the process of being facilitated, I also identified all other critical requirements to ensure a successful implementation. I supported several Territory Managers on sales presentations by answering technical questions and demonstrating Sphere’s software and hardware products using a mobile demo system. My primary responsibility was to install and configure each new system by working with the client and configuring the system to function to their required specifications and providing ongoing onsite support.
Sphere provided me with extensive training in relation to ATM and TCP and the associated network protocols utilized for optimal network performance (OSPF, BGP, EIGRP, SIP, QOS, P&Q). Throughout the sales cycle, my involvement included technical liaisons between the client and our application developers, distribution of technical documents, initiation of strategic technical goals, identifying the requirements for customer support and thoroughly understanding the customer network. I completed several successful integrations and configurations and I coordinated regular follow up visits to all of my clients, often complimented for my work ethics in taking the necessary steps to meet deadlines and ensure client satisfaction.
Regional Operations Specialist
ADP Dealer Services
04/1984 - 04/2000 La Palma, California, United States
My job experience with ADP encompassed a variety of call center duties including voice and data archiving, server design and maintenance (Unix and Windows), LAN/WAN design (network and telecommunications). As the ROS, I installed and maintained the following: Rolm PBX, Teloquent ACD call center server (ISDN/Centrex based), Rolm and Octel voicemail systems, US Robotics modem hubs for RAS, HP switches and hubs, CSU/DSU’s, Bay and Cisco Routers, Unix/NT servers, NT/WIN9x workstations, X-Terminals, modems and multiplexors. I designed, implemented and maintained the facility LAN including all voice and data connectivity for 450+ users. I maintained email (POP3 and Lotus), regulated proxy authorizations, installed and maintained ISDN connected “Work at Home” employees. I was responsible for diagnosing and resolving all software related issues for our proprietary UNIX database servers as well as all of the employee workstation software issues, which included the full suite of MS Office products. I was responsible for providing support 24 hours a day including some weekend support while regularly monitoring all network disruptions and immediately responding. I maintained tape archives for the application servers and workstations I was involved at various levels with many of the major local and long distance carriers ordering, coordinating, configuring and modifying telephony functionality. I designed and implemented the regional disaster recovery procedures and upgraded all of the servers and workstations to be compliant with the expected Y2K issues. I regularly assisted management to help with cost containment and budgeting, technical spending, project management and productivity related to technical based tools. Management quoted: “Gary works tirelessly to meet or beat project timelines and never hesitates to stay late or come in early…well respected by his peers.”
Training: Numerous Training Courses and Technical Seminars with a focus on complex Control and Enterprise Network Systems. MCSE Windows NT / Internetworking with TCP/IP on Windows NT / Supporting MS Windows NT
Server Core Technologies / Supporting MS Systems Management Server 1.2 / Administering MS Windows NT / Supporting MS Windows 2000 / Systems Administration for SQL / Extreme University - Quality of Service and Access Control / System Operation and Management / Data Communications Requirements - Discovery Process
Experience: Frame Relay/ ISDN / T1 / ATM / Windows Active Directory Administration / Email Management -Lotus and Exchange / SAN / Veritas Tape Backup / HP Servers -Blade and Tower / IBM Server / Server Performance Tuning
Operating Systems: Windows 95, 98, NT Server, W2K, XP, MS Server 2K, 2003 and 2007, DOS-cmds, AS400
UNIX- (SCO and BSD)
Telecommunications: Concerto Ensemble Pro / Avaya / Inter-Tel Distributed Call Center / Sphericall (VoIP) PBX /
Teloquent ACD call center system / Rolm PBX / Rolm Voicemail / Octel Voicemail / Toshiba DK14 / CTI / TAPI / AVT Call Express voicemail system / All voice and analog data support / CSU/DSU’s / T1 provisioning
Hardware: Server Builds; Management, Maintenance and Tuning (HP, Dell) / Cisco Catalyst Switches / Routers / Firewalls / PC’s / NIC’s / Printers / HP Jet-Direct / Scanners / Motherboards / Zip-drives / RAM / HDD / Modems / SCSI-cards / USB / CD/RW / LAN wiring configurations (voice and data) / LAN Sniffer/Probe
Software Applications: Microsoft Office: Visio, Word, Excel, PowerPoint, Access, Outlook, SQL, IIS, Exchange, HP Open View, Clarify, Teloquent Open-Agent, Reflections, Reflections-X, Sphericall-VoIP, McAfee, Norton, WinZip, Lotus
Contact this candidate