Shelia A. Simpson

P: 678-***-**** E: ad4w9d@r.postjobfree.com Georgetown, Texas 78628

Support Engineer Profile: Network Design, Operations and Service Over 15 years of leadership and technical experience in the Private Sector and Government Organizations – with demonstrated track record of success in Network Design and Repair solutions, Customer Service and leading teams to Top Performance. Possess a broad-based background within core functional areas; Operations, Network Design, Project Management along with Team/Business development. Maintain abilities to merge complex technical designs and alternative solutions to business class customers. Collaborative leadership style that supports organization wide consensus towards the delivery of key objectives and service-oriented goals.

Customer Service Excellence Project Management Continual Process Improvement Professional Accomplishments

Certifications

● Cisco Certified Entry Level Technician (CENT) CISCO Registration #: CSCO11914383 (Valid through 07/27/2017)

● Cisco Certified Network Associate (CCNA) CISCO Registration #: CSCO11914383(Valid through 07/27/2017)

● CompTIA Network+ Certified Professional Registration #: COMP001007191083 (No expiration date)

● CompTIA Security+ Certification Professional Registration #: COMP001020548760 (Valid through 03/2016) Platforms and Tools

● Software: Microsoft Office, Excel, Power Point, NNET, Remedy, Cisco CLI, CAD Dream Draper, Solar Winds/Orion, Netsapin, SalesForce, Palladion, Equinox, Microsoft suites, SharePoint, Office 365, HP NNMi, HP OMI, HP OMW.

● Protocols: TCP/IP, MPLS, EIGRP, RIP, OSPF, ATM, FR, Ethernet, IPv4/IPv6, VOIP, VTP, VLAN/Q2Q Tagging.

● Hardware: ALU 7750, Tellabs AFC, Adtran, Calix, Redback, Stinger, Huawei, Cisco Routers/Switches.

● KSU, Voice Mail (Avaya, Nortel) data generator, protocol analyzer, digital voltmeter and oscilloscope. Professional Experience

Founder/Owner and Operator – Brackery’s Crafts – Georgetown, Texas 5/2020 – Present

● Created and executed a business plan with effective marketing strategies, resulting in steady yearly revenue growth for the craft store.

● Showed strong leadership and adaptability, steering the store through challenges and changing market trends, ensuring its continued success.

● Managed finances, budgets, and accounting, ensuring the store's financial health and supporting its growth. Network Monitor Engineer – Mitel / Shoretel – Austin, Texas 9/2016 – 5/2020 Retired*

● Monitored and maintained network systems using multiple tools such as Operations Manager for Windows (OMW), Performance Manager (OVPM), Operations Manager (OMi), and Network Node Manager (NNMi).

● Collaborated with various teams to ensure monitoring solutions aligned with functional and technical requirements, overseeing the appropriate monitoring of network devices, circuits, MPLS, BGP, and tunnels.

● Spearheaded process improvements and led initiatives to enhance existing tools or introduce new ones, while also contributing as a technical resource for project development, including documentation, solution design, testing, and implementation utilizing network management tools. Network Activation Engineer – GTT – Austin, TX 1/2016 – 4/2016

● Managed SLAs to ensure compliant activation of customer networks for PCI Compliance projects.

● Oversaw field service technicians in troubleshooting cables, devices, and IP placements.

● Configured Huawei AR2220 router and S5700 switch ports by loading scripts and assigning VLANs to meet PCI conversion requirements.

Network Operations Technician II – OneSource Networks – Austin, Texas 12/2014 – 4/2015

● Provided Tier II network administration in a Network Operation Center (NOC), supporting a 24/7 environment with customer-facing solutions.

● Monitored networks/systems proactively and reactively, completing tickets from the helpdesk or via monitoring tools for link issues or site outages.

● Collaborated with customers, escalating and resolving issues through trouble ticketing while maintaining constant updates as per established guidelines for ticket severity. Utilized various tools for configuration and repair, including SolarWinds/Orion, Netsapien, NNET, SharePoint, SaaS, and IaaS. Worked with ILEC and alternate carrier maintenance organizations to achieve industry-standard Mean Time To Repair (MTTR).

Network Control Technician, Harris Corporation – Albany, Georgia 4/2013 – 6/2013

● Provided technical support for IP-based private networking, employing expertise in physical, data link, and network layer protocols within the OSS model.

● Supported the Network Operations Center (NOC) in resolving sev1 and sev2 network-related outages by collaborating with Customers, Engineering, and Support teams to identify and address issues.

● Monitored, analyzed, and troubleshooted network problems using the operations center's Cisco network management and monitoring tools.

Supervisor – Technical Engineering, Atlantel Incorporated – Atlanta, Georgia 9/2012 – 12/2012

● Managed and led a team of Network Engineers, overseeing maintenance for business customers' ISDN – PBX and Voice Mail platforms, utilizing a range of systems such as Nortel MICS, CICS, Avaya, and more across Carrier Class MPLS networks.

● Provided Tier 3 support for persistent issues in traditional Signaling System Control Technologies (SS7, SP, STP, SCP, LINKS, SCPMS) elements.

● Documented help desk service principles via remote diagnostic activities using SAP and TCP/IP applications. Network Design Engineer, CenturyLink – Monroe, Louisiana 11/2011 – 5/2012

● Engineered and executed ATM to Ethernet migrations across Century Link MPLS network, overseeing Layer 1, 2, and 3 elements. Orchestrated Digital Cross Connects, Virtual Network setup with Q2Q tagging, and employed software scripting across multimegabit-Ethernet facilities.

● Managed and configured a diverse range of over 5000 customers, circuits, and associated devices, including Adtran, Calix, Tellabs, AFC, Stingers, Redback, Cisco switches, and routers.

● Spearheaded field site testing to validate the precision of cross-connects, Virtual Networks, and IP addressing. Directed operations encompassing NxT1, T1s, OC3, OC48, and 10GB Ethernet services. Provided project management oversight for a method of procedure development at the local site and network levels, ensuring timely and error-free completion of migrations.

Interior Design – Owner/Operator, ChrisNicks Designs LLC – Powder Springs, Georgia 3/2003 – 12/2008

● Founded and managed an interior design business, overseeing all operations and strategies, maintaining a 98% success rate for sales and project completions.

● Utilized CAD application Dream Draper to enhance customer service and product development and maintain a loyal customer base.

● Led project management initiatives, ensuring seamless client integration, scope definition, and successful outcomes by employing comprehensive-time, cost, quality, and risk management analyses. Supervisor – Technical Engineering, Atlantel Incorporated – Atlanta, Georgia 5/2000 – 3/2003

● Managed and led a team of 4 to 6 Network Engineers, overseeing maintenance activities for ISDN – PBX and Voice Mail platforms for business clients. Proficient in Nortel MICS, CICS, KSU, Avaya, Merlin Legend, Merlin Magix, Partner Modules/Processors, IP Office, and associated voice mail systems across 3rd Party – Carrier Class MPLS networks.

● Provided Tier 3 level support for persistent issues in traditional Signaling System Control Technologies (SS7, SP, STP, SCP, LINKS, and SCPMS) elements.

● Utilized Digital Voltmeter, Oscilloscope, Protocol Analyzer, and bench-level component repair expertise. Diagnostic Technician, Electronic Telecommunication Company – Atlanta, Georgia 9/1999 – 5/2000

● Managed remote diagnostic and repair operations via IP telemetry networks for business-class Time Temperature Integrated Voice Mail platforms.

● Oversaw computer port channel updates, changes, backups, and software downloads within proprietary BGP/IP routing application systems.

● Maintained log files and trouble ticket processes to track and trend issues, ensuring timely repairs and delivering exceptional customer service, consistently achieving a 98% monthly satisfaction rate. Additional Areas of Expertise

● R. B. Reflections - Owner/Operator, Cosmetology

● AT&T - Field Service Data Technician

● United States Army - Teletypewriter Repair Technician Education

● New Horizons Computer Learning Center - COMPTIA Network+, Security, Project Management

● Chattahoochee Technical College - Active Cisco CCNA, Network+ Certification

● Georgia State Board - Licensed Cosmetologist

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