Customer Service Project Management
Resume:
Shelia A. Simpson
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
Network Monitor Engineer – Shoretel, (Full Time) Austin, Texas 9/19/2016 - Present
Monitor network systems using, Operations Manager for Windows (OMW), Performance Manager (OVPM), Operations Manager (OMi), and Network Node Manager (NNMi)
Work cross-functionally with various organizations and teams to ensure the monitoring solutions provided meet the functional and technical requirements of those organizations
Ensured all network devices, circuits, MPLS, BGP and tunnels are appropriately monitored
Lead initiatives for process improvement and manage new discovery efforts to improve tools and/or add additional tools and visibility to role
Assist project development and new initiatives as a technical resource using network management tools as well as performing duties as documenting requirements, mapping and program logic, designing solutions, testing and implementation
Provide operational and user support to this critical application for stability, optimal performance, and integration
Network Activation Engineer - GTT, (Contract) - Austin, TX. 1/8/2016 - 4/4/2016
Managed SLA for proper activation of customer network in accordance to PCI Compliance project.
Directed field serve technician in troubleshooting of cables, devices and IP placements.
Loaded scripts and assigned VLANs to configure Huawei AR2220 router and S5700 switch ports to meet PCI conversion.
Use CMD ticketing system customer, MAC lookup, GEM for IP allocation.
Required to answer FST calls in a round robin queue to start site survey or complete project activation.
Updated status of scheduled activations
Network Operations Technician II - OneSource Networks, (Layoff) - Austin, TX. 12/15/2014 - 4/8/2015
Provide Tier II network administration in a Network Operation Center (NOC).
Engage in proactive and reactive network/systems monitoring.
Perform proactive health checks as part of normal surveillance.
Support a 24/7 NOC environment, will customer facing solutions.
Completed tickets in NOC queue from the helpdesk or create tickets via monitoring tool for links down or site outages.
Resolved customer issues by creating and escalating trouble tickets.
Constantly provide customers with updates on their existing trouble tickets via email or phone per published guidelines as it pertains to ticket severity
Used SaaS, IaaS for configuration and repair, Solar Wind/Orion, Netsapien, NNET and SharePoint
Work with ILEC and alternate carrier maintenance organizations to achieve industry standard Mean Time To Repair (MTTR)
Network Control Technician, Harris Corporation, (Contract) - Albany, Ga. 4/2013 – 6/2013
Provided technical support of IP based private networking. Required experience in physical, data link, and network layer protocols in the OSS model
Perform support in the NOC for sev1 and sev2 network related outages. Worked with Customers, Engineering and Support teams to identify the issues and resolve problems.
Monitored, analyzed and troubleshot network problems within the operations center utilizing Cisco network management and monitoring tools
Performing alarm validation, isolating faults and completing repairs on network nodes, escalating and tracking advanced
traversing Carrier Class MPLS, Ethernet, IP, Frame Relay, ATM, Firewall, WAN/ LAN topologies
Decommissioned hardware, software replacement to L1, L2 network layers Cisco equipment 2900, 3700, and 4500 router/switch types
Day to day operation task such as create, upgrade, and resolve incident ticket and change request.
Project managed internal and external groups to correct anomalies on the network while interacting with the customer base
Supervisor - Technical Engineering, Atlantel Incorporated, (Rehire) - Atlanta, Ga. 9/2012 – 12/2012
Managed, trained, planned, scheduled and led a team of 4 to 6 Network Engineers, initiating maintenance activities for business customers ISDN – PBX, Voice Mail platforms. I possess a working knowledge of Nortel MICS, CICS, KSU, Star talk, Avaya, Merlin Legend, Merlin Magix, Partner Modules/Processors, and IP Office with complementing voice mail systems and peripherals traversing various Carrier Class MPLS networks
Delivered Tier3 level support for chronic issues traversing traditional Signaling System Control Technologies (SS7, SP, STP, SCP, LINKS and SCPMS) elements
Documented help desk service principles through remote diagnostic activities using SAP through TCP/IP applications
Deployed company strategies by reconfiguring, upgrading, and implementing hardware modifications along with application and software patches
Provided mentorship and professional development through proprietary software aimed to track and reward performance at the individual contributor level
Network Design Engineer, CenturyLink, (Contract) - Monroe, La. 11/2011 - 5/2012
Implemented ATM to Ethernet migrations traversing Century Link MPLS network supporting Layer 1, 2 and 3 elements. Engineered Digital Cross Connects, Virtual Network with Q2Q tagging, and software scripting over multimegabit- Ethernet facilities
Extensive support and configuration of over 5000 customers, circuits and corresponding devices such Adtran, Calix, Tellabs, AFC, Stingers, Redback, Cisco switches and routers
Led field site testing confirming the accuracy of cross connects, Virtual Networks and IP addressing. Operational oversight included;NxT1, T1s, OC3, OC48, and 10GB Ethernet services. Project management oversight for method of procedures development at the local site and network levels to ensure migrations were completed on time and without errors
Interior Design – Owner/Operator, ChrisNicks Designs LLC, (Full Time) - Powder Springs, Ga.3/2003 - 12/2008
Orchestrated sole proprietorship - interior design business venture
Developed customer base, maintained superior customer service and product origination utilizing CAD application - Dream Draper
Project Managed client base - integration and scope through applied time, cost, quality and risk management analysis
Increased profits by reducing overhead cost, material usage accountability and effective supply chain management through
Bulk supply ordering and creative advertisement processes
Maintained a 98% success rate for sales and closed projects
Supervisor - Technical Engineering, Atlantel Incorporated, - (Full Time) - Atlanta, Ga.5/2000 - 3/2003
Managed, trained, planned, scheduled and led a team of 4 to 6 Network Engineers, initiating maintenance activities for business customers ISDN – PBX, Voice Mail platforms. I possess a working knowledge of Nortel MICS, CICS, KSU, Star talk, Avaya, Merlin Legend, Merlin Magix, Partner Modules/Processors, and IP Office with complementing voice mail systems and peripherals traversing 3rd Party – Carrier Class MPLS networks
Delivered Tier3 level support for chronic issues traversing traditional Signaling System Control Technologies (SS7, SP, STP, SCP, LINKS and SCPMS) elements
Expertise with Digital Voltmeter, Oscilloscope, Protocol Analyzer and bench level component repair
Documented help desk service principles through remote diagnostic activity using SAP through TCP/IP applications
Deployed company strategies by reconfiguring, upgrading, and implementing hardware modifications along with application and software patches
Provided mentorship and professional development through proprietary software aimed to track and reward performance at the individual contributor level
Diagnostic Technician, Electronic Telecommunication Company, (Full Time) - Atlanta, Ga.9/1999 - 5/2000
Administered remote diagnostic and repair actions through IP telemetry networks for business class, Time Temperature Integrated Voice Mail platforms
Initiated computer port channel updates, changes, backups and software downloads across proprietary BGP/IP routing application systems
Maintained log files and trouble ticket processes required to track/trend, timely repair delivering exceptional customer service at a rate of 98% during the performance month over month
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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