SUMMARY

IT infrastructure professional with strong leadership skills specializing in voice over internet protocol (VOIP), and networking in an big company. Current CompTIA certifications, looking for a position in the telecommunications field to enhance my experience. Great customer service skills and help desk experience.

CERTIFICATIONS & TRAINING

CompTIA Security+ Certified (2013)

CompTIA Network+ Certified (2014)

CompTIA A+ Certified (2014)

BICSI ITS Copper Installer 2 Certified

DOD 8570 IAT Level III Compliant

DOD 8570 IAM Level III Compliant

Cabling Cat5e, Cat6, Fiber

Telephone System Installer Maintainer Course

Cisco Communication Manager Basic Administrator Course

Cisco Communication Manager Advanced Administrator Course

Transmission Switching Module Course

SBCA (2015)

EMPLOYMENT HISTORY

December 2015 – Present

Associate Information Technology Technician

Lowe’s, Mooresville, North Carolina

September 2015 – November 2015

Satellite Technician/Installer

MasTec, Hickory, North Carolina

July 2011 - Present

Telecommunication System Installer/ Operations Supervisor

USMC, Camp Lejeune, North Carolina

May 2008 - July 2011

Detachment Commander

USMC, American Embassy Managua, Nicaragua and Amman, Jordan

Sept 2003 - July 2008

Instructor/Telephone System Installer Supervisor

USMC, 29 Palms, California

Jan 2000 - Sept 2003

Telephone Construction Supervisor

USMC, Parris Island, South Carolina

EXPERIENCE

Project Manager:

Assisted in the annual planning process for the company, by driving the development of the expense planning models for the unit.

Worked closely with Senior Management to develop a profound understanding of manpower needs and equipment needed to accomplish the mission. Economics and key insight of profit drivers in the areas of merchandise/customer/vendor performance, inventory management processes, expenses, profit and loss analysis, and productivity initiatives.

Responsible for overseeing and developing policy for operational senior management teams on strategic plans for multifaceted system reporting. This included data, telephony, and radio equipment used in the telecommunication projects.

Successfully managed mid to large-scale initiatives approved through company training plan. Provide alignment with all shared services organizations for delivering a work stream within the program.

Communicate with functional subordinate and adjacent units that were involved in all telecommunication projects.

Prepared consolidated monthly forecast and detailed variance analysis to support business planning in analyzing financial risks and benefits as a foundation for Executive management decisions.

Used the Marine Corps planning process which includes plan, analyze, design, build, test and deploy stages and other methods to start projects to include portions of waterfall and agile models.

Technical:

Receive help desk calls and troubleshoot over 50 different telecommunications items over the phone leading to 90% first contact resolution. To include active directory, IPods IPad, printer, point of sale terminals, and credit card machines.

Use command line interface to run scripts and log incident tickets in Remedy to track over 200 calls per week and help track items shipped to the stores.

Help create user documents to allow for other employees to save time and find solutions to issues that are received on a daily basis.

Used Active Directory to reset password and user accounts.

Work with callers to ensure the issue is handled by our team or get them to the appropriate team for each issue.

Installed DirecTV satellite systems as well as trouble shoot system and provide customer education on all DirecTV products.

Provided excellent customer service and provided customers with service above and beyond what is required.

Installed, terminated and fusion-spliced single-mode and multi-mode fiber cable, using test equipment to ensure 100% of the cables runs were done correctly. This ensured secure connectivity for the NIPRNET, SIPRNET, and JWICS networks base-wide.

Installed, terminated and fusion-spliced single-mode and multi-mode fiber cable, using test equipment to ensure 100% of the cables runs were done correctly. This ensured secure connectivity for the NIPRNET, SIPRNET, and JWICS networks base-wide.

Maintained and inventoried over 3000 end items that totaled over 3.5 million dollars in assets, this included satellites systems, servers, VOIP systems, radios, and test equipment.

Inventoried and shipped over 3000 VOIP phones from overseas to the United States, this allowed for all requesting companies to meet their goals of allotted VOIP assets 6 months ahead of schedule allowing them to process 100% of their request that involved VOIP capabilities.

Installed and programmed over 100 end users in a Cisco Call Manager system, which allowed for 100% of the user to have VOIP capabilities as needed.

Preformed troubleshooting procedures and maintained network hardware and protocols on over 1000 end items which led to 100% operations on all networks and services.

Monitored the networks for security incidents and reported or resolved, over 95% of the issues they were assigned or submitted for a trouble ticket. This saved the company 100 hours in labor and over $5000 in replacement items.

Responded to and resolved hardware and software incidents reported by end-users.

Outside plant chief crew installed CAT5, cooper, fiber single mode and multi-mode with a team of 4-5. Responsible for infrastructure upgrade of over 100 miles of upgrade on base Parris Island

Created diagrams in Visio and conducted site surveys to reduce man-hours having another team perform this services. This saved the company man hours as well as costs from running items that were not needed.

Assisted in resolving trouble calls by assigning tickets to each employee based on priority and experience which allowed tickets to close 50% faster while maintaining excellent customer service for 100% of customers.

Supervisory:

Managed a team of 100 personnel in everyday operations and administrative tasks which allowed for all operations to be completed on time and correctly.

Supervised an operation center which dealt with trouble tickets and security issues via 24/7 shifts.

Managed a team of seven technicians who installed basic copper and fiber cables including CAT5E and CAT6.

Maintained accountability of telecommunications equipment valued in excess of three million dollars.

Managed and maintained video teleconference communications equipment, cell phone for thousands of users.

Managed and deployed secure landline telephone system with over 100 subscribers.

Supervised team members in support of combat and civil operations while deployed to Afghanistan and Iraq.

Supervised the service level agreements between companies in the organization dealing with all information technology.

Instructional:

Obtained basic and senior instructor certification through over 350 hours of instruction to over 600 students.

Assisted in curriculum development for a telephone networking and maintenance course which was used to train over 1000 personnel. This allowed the students to get out to their jobs faster and increase the productivity of their organization.

Trained personnel on troubleshooting procedures and maintenance of network hardware and protocols, which allow for better and faster service calls.

Trained and certified as an equal opportunity representative for the organization and provided guidance to subordinate and adjacent organizations as needed which resulted in no reported cases.

EDUCATION

Columbia Southern University Orange Beach, AL

Master of Science in Organizational Leadership

Columbia Southern University Orange Beach, AL

Bachelor of Science in Information Technology

Technical College of the Lowcountry Beaufort, SC

Associate’s Degree in Industrial Technology/Electronics

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