Gary Jean-Baptiste

Tampa, Florida 336**-***-*** *889 LinkedIn URL

DESKTOP MIGRATION TECHNICIAN

Results-oriented Desktop Migration Technician with a strong background in executing seamless transitions between operating systems. Proficient in hardware setup, software deployment, and troubleshooting for Intel-based Windows servers and HP Proliant Servers. Experienced in 24x7 network control environments, coordinating with major carriers for comprehensive project scheduling in site circuit projects. Adept at monitoring and maintaining Data Center systems, deploying Microsoft security patches, and providing timely problem diagnosis and resolutions for server-related issues.

AREAS OF EXPERTISE

Desktop Migration Hardware Setup Software Deployment Troubleshooting Windows Servers HP Proliant Servers 24x7 Network Control Project Scheduling Data Center Monitoring Microsoft Security Patches Problem Diagnosis BMC Patrol Connectivity Management

PROFESSIONAL EXPERIENCE

Wellcare Health Care April 2017 - Present

Telecom Senior Engineer

Managed daily operations for Cisco Unified Communications Manager (CUCM) and Unified Contact Center Enterprise (UCCE) Unity, overseeing tasks like configuring and creating Softphone accounts, building phone models, and resolving connectivity issues. Additionally, handled the administration of various applications, including Akkadian for consolidation, Prime Collaboration Deployment for Re-IP, and Cisco Unified Intelligence Center (CUIC) for web tool reporting.

Deployed Prime Collaboration for Re-IP, ensuring seamless communication during the transition.

Implemented and configured Akkadian application for efficient consolidation and provisioning.

Built and configured various phone models, including 7961, 7965, 7935, 7945, and 88xx.

Developed and executed ICM scripts for the contact center, enhancing call routing efficiency.

Created comprehensive reports, report definitions, and dashboards to provide valuable insights into service management using Business Objects.

Managed and resolved Cisco phone and connectivity issues promptly through the efficient handling of trouble tickets.

Implemented MAC whitelist and blacklist on ISE enterprise for enhanced security.

Successfully set up Cisco Jabber with IM Presence, improving internal communication.

Installed and configured CIPC soft phone for remote users, ensuring seamless communication in various locations.

Administered and troubleshooted DX 80's and SX 20's wall mount systems, ensuring optimal performance.

Utilized Webex accounts, troubleshooting issues promptly and managing accounts efficiently.

Configured and managed UCCX, handling agent selection from skill groups and user requests for specific group additions.

Conducted troubleshooting of voice issues using WireShark, with a focus on SIP-related problems.

Maintained and troubleshooted Cisco 79xx and 88xx telephones, ensuring uninterrupted connectivity.

Successfully managed Enterprise Oracle Session Border Controller for secure communication.

Administered Privileged Account Security on a daily basis, ensuring secure access to critical systems.

Efficiently managed Telepresence Management Suite (TMS) for seamless video conferencing.

Demonstrated proficiency in using CUIC for web tool reporting and ICM for call routing scripts.

Implemented and configured VG224 for fax digital to analog conversion.

Applied changes to VG224 for fax digital to analog conversion.

Possessed knowledge of CUBE, although primarily utilizing Session Border Controller (SBC).

Coca Cola Bottling Company Tampa, FL January 2017 - April 2017

Desktop Migration Technician

Defranchised all laptops and desktops for different departments, conducted inventory of equipment including phones, desktops, and printers. Installed IP communicator Soft Phone, collaborated with Cisco CCM and UCCE for management, added users in CTIOS, scripted for contact centers in all bottling companies, and managed cross connections via IDF and MDF.

Completed successful conversion from Windows 7 to Windows 8 across the organization.

Installed remote applications, enhancing accessibility for remote users.

Successfully deployed Polycom video teleconferencing (VTC) systems, facilitating virtual collaboration.

Installed DP to VGA drivers for Lenovo Laptops, ensuring seamless connectivity to external displays.

Efficiently deployed applications via SCCM, streamlining the software distribution process.

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Troubleshot IP Soft Communicator, resolving issues promptly and maintaining smooth communication.

Configured Cisco Phone network settings, optimizing communication infrastructure.

Worked with TCP/IP protocol, ensuring efficient and secure network operations.

Conducted thorough checks of cross connections for telecom, identifying and resolving issues.

Assisted in the installation and management of the DP to VGA drivers for Lenovo Laptops.

Interacted with clients to resolve technical issues, ensuring a positive and efficient support experience.

Frontier Communications, St Petersburg, FL April 2016 - November 2016

VoIP Engineer

Served as Residential Tier III Support and Business VoIP SPOC for Frontier. Troubleshot Motorola Alcatel Panorama ONT issues, performed VoIP service restorations, conducted network analysis, and delivered technical support for various VoIP technologies. Implemented logical cross connections and resolved incident tickets for VoIP issues.

Successfully restored single customer VoIP troubles and outages, minimizing service disruptions.

Provided effective network analysis, offering valuable insights into usage trends and incident patterns.

Delivered technical operations support and consultation, ensuring optimal functionality for field teams.

Applied troubleshooting expertise to resolve issues with various VoIP technologies and protocols.

Implemented logical cross connections for VoIP connectivity, enhancing overall system efficiency.

Actively contributed to incident ticket resolution for VoIP issues, maintaining service quality.

Pay Pal and eBay, Inc., Nebraska, Omaha (Contract) April 2015 - May 2015

Migration Travel Team

Led the separation of eBay from PayPal, managing computer domain transitions, Active Directory administration, and troubleshooting. Successfully migrated desktops/laptops, installed/upgraded Avaya phones, and maintained efficient Mobile Telecom portals.

Successfully separated eBay from PayPal, ensuring a smooth transition of computer domains.

Implemented efficient processes for AD service levels, improving overall administration.

Conducted successful Avaya phone installations/upgrades, enhancing communication capabilities.

Facilitated seamless desktop/laptop migration, resolving migration-related issues promptly.

Maintained optimal Mobile Telecom portals, supporting device additions and upgrades.

Contributed to successful company mergers/acquisitions by providing IT integration support.

Resolved system performance issues promptly, minimizing downtime and enhancing reliability.

Acted as an effective escalation point for lower-level support, ensuring swift issue resolution.

Board of Education New Jersey, New Jersey January 2015 - April 2015

PARCC Desktop Support

Provided comprehensive desktop and laptop support for the Jersey City School District, including troubleshooting, break-fix tasks, and dispatching on-call support as needed. Supported the PARCC state test, managed asset and inventory, updated documentation

Successfully supported 24 schools in the Jersey City School District, ensuring smooth operations.

Implemented asset and inventory management procedures, optimizing equipment tracking.

Dispatched on-call support efficiently, minimizing downtime for critical issues.

Updated documentation and Knowledge Base for PARCC, enhancing support efficiency.

Installed and configured state tests for all Jersey schools, ensuring compliance.

Established V-LAN configurations, facilitating seamless network management.

Provided effective support for diverse devices, including MAC, iPad, HP 6300, 6500, 6545B, laptops, and Chromebooks.

Ran basic scripts for application installations, streamlining software deployment processes.

Set up Polycom Group 500 Presence and FS 700 Sony Conferencing, enhancing communication capabilities.

Time Warner Cable Corp, New York, NY April 2014 - January 2015

Advance Technical Specialist

Provided technical support for all TWC HSO-related products and services, including Digital Phone, handling a high volume of incoming calls and responding to inquiries while meeting quality and productivity standards. Collaborated with National Help Desks, Operations Centers, and local technical staff to investigate, assess, and resolve issues. Coordinated with other departments, documented activities, created and updated accounts, and utilized billing, provisioning, and trouble-ticketing systems.

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Successfully resolved a high volume of incoming calls, meeting quality and productivity standards.

Supported internal customers professionally, resolving complaints in accordance with established guidelines.

Collaborated with National Help Desks and Operations Centers to efficiently investigate and resolve issues.

Demonstrated strong analytical and problem-solving skills, ensuring effective technical support.

Utilized extensive knowledge of Layer 1 to Layer 4, DS3, DS1, DS0 circuit networks, and suite of Internet protocols.

Provided outstanding customer service following established guidelines, policies, and procedures.

Worked with conversion of Frame Relay and ATM, SONET, and analyzed customer history data for effective solutions.

Conducted advanced technical phone support for HSD and VOIP Field technicians, resolving software/hardware problems.

Analyzed customer history data to determine tried solutions and provided alternative recommendations.

Utilized tools such as C-Mon, Big Brother, Netcool, Storm, TACACS, ADVA Optical, and Remedy for monitoring and support.

Provisioned VOIP Billing software CSG-ICOMS and demonstrated hands-on experience with Cisco Routers and switches for making changes, including ACL.

Time Warner Corp RNOC, Syracuse, NY August 2012 - March 2014

RNOC Commercial Coordinator

Maintained a detailed project schedule for site circuit projects, coordinating with T-mobile, AT&T, Verizon, and TWC Hub Locations. Scheduled all project phases, tracked changes, and collaborated with business analysts and project engineers to develop and maintain the detailed schedule. Gathered project information, monitored and modified schedules, and ensured effective communication with Field Engineer technicians and contractors for timely project completion.

Successfully maintained detailed project schedules for site circuit projects, ensuring coordination with multiple stakeholders.

Scheduled and tracked all project phases, including material procurement, installation, test and turn-up, and site and system acceptance.

Effectively communicated with business analysts and project engineers to incorporate input into the project schedule.

Utilized tools such as C-Mon, Big Brother, Netcool, Storm, TACACS, ADVA Optical, and Remedy for monitoring and support.

Maintained good communication with Field Engineer technicians and contractors, facilitating efficient project completion.

Implemented document control and database management processes, ensuring accurate tracking of project activities.

Monitored and modified project schedules as needed, adapting to changing project requirements.

Memorial Sloan Kettering Cancer, New York, NY December 2000 - July 2012

Senior Windows Administrator

Monitored the Enterprise Network using HP OpenView, ensuring 24x7 network control and managing connectivity for cross connections. Conducted routine day-to-day system administration functions, including hardware setup, software deployment, and troubleshooting for Windows servers and HP Proliant Servers. Implemented Polycom Video Conferencing for NY and New Jersey Datacenters, managed software applications, and resolved user problems through the Remedy ticket system.

Successfully monitored and maintained the health of the Enterprise Network using HP OpenView.

Conducted initial setups for server hardware and operating systems, including Windows 2000, 2003, Advanced servers, and Enterprise edition.

Managed routine day-to-day system administration functions, including Active Directory, Net Backup administration, file system security, and network communications.

Deployed Microsoft security patches for 1400 servers on a quarterly basis.

Performed server backup and recovery methodologies, ensuring data integrity and availability.

Implemented Polycom Video Conferencing, enhancing communication capabilities for Datacenters.

Administered GPO policies and software deployment, maintaining system security and compliance.

Upgraded Microsoft SQL servers to enhance database performance and security.

Utilized UNIX and HP OpenView for system configuration and modification.

Managed clusters, moving cluster resources for updates, and implemented Host Intrusion Prevention for enhanced security.

Conducted anti-virus updates on servers via Symantec console, ensuring a secure computing environment.

Successfully performed server consolidation and retirement, optimizing resource utilization.

EDUCATION

Pursuing BS in Software Engineering

Phoenix University

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Associate of Science (AS) in Computers and Electronics Engineering

Tampa Technical Institute, Tampa Florida

Server Administrator (MCSA)

Cambridge Business Institute - MCITP

CERTIFICATIONS

Attending SIP course SIP Certified 2016-Present.

Cisco Certified Network Associate (CCNA) September 8, 2005 Micro Computer Institute, Mineola New York.

Certified Network Professional (CCNP) June 1, 2006 Micro Computer Institute, Mineola New York.

Cisco Voice (C-voice) Certification Micro Computer Institute, Mineola New York.

Microsoft Certified Professional 1999 Netcom Information Technology, NY, NY.

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