Samuel H. Nunnally III

Email Address: acyrs1@r.postjobfree.com

Phone Number: 404-***-****

OBJECTIVE

To obtain a challenging position as a skilled Informational Technology professional within an organization seeking to improve its ability to execute and achieve strategic organizational goals.

PROFESSIONAL EXPERIENCE

Cigna Healthcare: Lithia Springs, GA

Total Infrastructure Engineer, July 2013 August 2016

●Provide 7x24x365 (3rd shift) network monitoring, application and technical support for day to day operations of the Network Operations Center’s enterprise data, voice, and contact center infrastructure.

●Ability to identify and analyze network quality and operational processes and then drive corrective/preventative action plans.

●Ability to prioritize and execute tasks in a high pressure environment while making sound decisions in emergency situations by utilizing knowledge of network concepts and protocols.

●Organize, collaborate, instruct and when necessary escalate to subject matter experts while utilizing ITIL incident and problem management tools.

●Operate and improve services in accordance with business needs, priorities while achieving or exceeding Service Level Agreement (SLA) for responding to and resolving customer issues within the NOC.

●Cross-train with other internal ISG (Infrastructure Services Group) departments and assist with time sensitive maintenance and projects

●Manage engagement of key vendors during the incident management process while working closely with Tier II and Tier III teams on escalation of issues.

●Develop, refine, and document NOC policies, processes, and procedures. Drive continuous improvements that will improve overall network service delivery to our customers.

●Provide periodic performance reports for review with management providing input on improvements and quality initiatives.

●Create daily/weekly/monthly reports reflecting historic and real time network Utilization and Performance Capacity.

Knowledge and Skills Network Diagrams Evaluation and Testing Vendor Negotiations Equipment

Services Installation

Capacity Management

Application Layer

HTTP

DNS

DHCP

FTP

Network Mgmt Tools

CA Spectrum

CA Performance Center PRTG

Netbrain Prognosis

CUCM

Netflow

Various other Networking tools

Networking

BGP

OSPF

Juniper

Cisco

Data -LAN/WAN, Analog

Routing, Switching, ATM, (DS1/DS3/T1/T3), Private Line, DSL, OOB etc...

Facility Maintenance Power Systems Generators

Battery Plants

Building Power Up & Power Down

STATE FARM Randstand: Dunwoody, GA

UC Tech Support Analyst Network, March 2012 June 2013

●Provide Day 2 support for agents and associates transferring from analog voice communications (PBXs, key systems) to Cisco Unified Communications.

●Implements, integrates, and supports State Farm infrastructure with technical applications and related vendor software/hardware

●Experience with Multiple instances of UCCE using ICM to ICM gateways

●Interfaces with business partners to: Understand their technical needs, Design, develop, or recommend integrated technical solution, Implement and support integrated technical solutions.

●Provide Cisco phone support for all State Farm Agents and Associates across the US by providing effective communication with technical and non technical staff.

AT&T Arise: Alpharetta, GA

Billing & Tier 1 Tech Support Specialist, May 2011 Jan 2012

●Answer inbound calls, schedule call backs & set up appointments.

●Analyzed & reconciled billing discrepancies and provisioned the account as needed. Ran reports daily to verify productivity.

●Notated EVERY account informing the reason for the call and the resolution decided upon.

●Accept payments over the phone enroll customers into the auto pay program and set up payment arrangements for qualifying customers.

●Educated customers on various policies, procedures, account status, previous and current cases, rate plans & up sold cell phone equipment.

●Took ownership and deescalated calls within company guidelines before sending to Supervisor.

●Assisted customers with activating new devices, master resets, tower reboot & troubleshooting.

Emory University: Atlanta, Ga Customer Service, June 2007 Feb 2010

●Ensured 100% customer satisfaction by following up on completed work orders.

●Perform weekly generator stress test.

●Completed work orders within a 48 hour turn around time frame and documented accounts.

● Filtered through service ticket requests and prioritized what was urgent and what was not.

●Routed escalated requests to the appropriate party/department for resolution

EDUCATION

Chattahoochee Technical College: Currently Enrolled- Pursuing CCNA

DeVry University: Some College Courses

Atlanta Area Tech: Some College Courses Completed

DeKalb Tech: Graduated 2001-GED

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