Venisha York

630-***-**** adgm63@r.postjobfree.com

Carol Stream, IL 60188

www.linkedin.com/in/venisha-york

Results-oriented IT professional with over 5 years' experience in Cisco UC and Cloud integration with a few years' experience within a project manager role. Looking to secure a role within a forward-thinking and diverse organization, where I can use my leadership skills and continue to improve upon them as well as continue learning innovative technology.

TECHNICAL SKILLS

Exceptional understanding of computer and server hardware, operation systems and varying applications

Quick and accurate diagnosis of voice-networks and infrastructure problems

Vast knowledge of implementation, deployments, and upgrades: Cisco UC Applications, Windows, AWS, Salesforce, Microsoft Office applications, VMware, SolarWinds, Remote desktop applications, Collaboration tools, Linux, Multiple Ticketing systems, SD-WAN, MPLS. Cisco servers and routers, Cloud integration etc.

Project management: Agile, Scrum

EXPERIENCE

NETWORK DATA SYSTEMS, SCHAUMBURG, IL FEBUARY 2017 - NOVEMEBER 2019

Project Manager- January 2019- November 2019

Created specific project deliverables (project plans, SOW, BoM’s etc.) with the required level of quality for the project sponsor, delivered projects on time and within budget, efficient coordination of team resources, and leadership of team activities, to exceed the project objectives

Managed/assisted in the planning, preparation, and maintenance of project team schedules, by realistically estimating activity duration, risks, analysis, and budget

Aided in the daily management of vendor relations to support good working relationships

Projects included UC cluster upgrades, MRA redundancy, implementation of an internal LAB, and served on a collaborative project team for a Federal Department

Network Operations Engineer – February 2017- December 2018

Troubleshoot Cisco voice network issues for client base

Engaged with vendors and carriers to resolve complex problems (Cisco, ATT, Verizon, and others)

Worked with Project team and field engineer for On-Boarding new customers to our Remote Managed Service platform

Troubleshoot issues within the UC product Suite via the GUI, CLI, and applications

Aided with training of newer engineers on the team and escalation/on call support for engineers

Subject Matter Expert for multiple customers and Cisco CER product

TECHNICAL SUPPORT ENGINEER (CONTRACTOR) BP NORTH AMERICA, NAPERVILLE IL OCTOBER 2016 - FEBRUARY 2017

Contract position involved advanced troubleshooting of Networking, Credit Card Processing, and POS Software Issues

Supplied Tier 2 Level 1 technical support to sites throughout the US and resolved escalated customer issues

Performed VNC and Remote Desktop troubleshooting and issue resolution. Supported LAN, WAN, IP, and Non-IP based systems. Resolved network connectivity issues to NETGEAR and other brand Switches, Cisco Routers, Commander, Mako and other network devices. Escalated to third party vendors and worked with the vendors until resolved. Tracked all calls and updated or created case files using the eMaintenance CMMS

TECHNICAL SUPPORT ENGINEER (CONTRACTOR) COLLEGIS, EDUCATION NAPERVILLE, IL JANUARY 2016 – OCTOBER 2016

Supported Students and Faculty with all technical issue

Created tickets via Cherwell ticketing system. Provided documentation, technical aid with navigating Blackboard and Microsoft Suites installs on end users’ computers

CUSTOMER SERVICE REPRESENTATIVE (CONTRACTOR) COMED, OAKBROOK, IL JANUARY 2015 - JANUARY 2016

Ensured superior customer experience by addressing customer concerns, showing empathy, and resolving problems on the spot, was utilized to be used for escalation purposes. Managed wide variety of customer service and administrative tasks to resolve customer issues

Answered an average of 100-120 calls per day by addressing customer inquiries, solving problems, and supplying new product information. Accurately documented, researched and resolved customer service issues

NETWORK OPERATIONS CENTER ENGINEER NETRIX, BANNOCKBURN, IL OCTOBER 2014 – FEBRUARY 2015

Installed software, changed, and repaired hardware and resolved technical issues. Identified and solved technical issues with a variety of diagnostic tools.

Used ticketing system NetSuite to manage and process actions taken. Built and supplied basic end-user troubleshooting and desktop support on Windows and Mac systems

Aided in racking and stacking in Data Center, also supplying access to DC cages for vendors and technicians, and monitoring server temperatures etc. using SolarWinds to check alerts for various clients, used Remote tools to access client’s system(s), used Windows and Cisco products to update voicemail passcodes and create accounts. Worked onsite at Client offices to help with day to day technical issues within the office

HELP DESK SUPPORT (CONTRACTOR) SCIENTIFIC GAMES, WOOD DALE, IL JANUARY 2014 – OCTOBER 2014

Worked with the Illinois Gaming to install new gaming machines across the State of Illinois

Used specific programs such as C&C, VLCS, FOXIT, Mayan, Bitvise Tunnelier, installed software, changed, and repaired hardware, and resolved technical issues. Demonstrated professionalism and courtesy with customers

SOC ENGINEER (CONTRACTOR) WALGREENS CORPORATION, LINCOLNSHIRE, IL JULY 2013 – JANUARY 2014

Used programming software to update alarm information for Bosch alarm systems. Managed tickets while using Remedy Ticketing system. Reset passwords for managers and team leads for the burglary alarm system and fire system for all Walgreens stores in US and Puerto Rico. Programmed and troubleshot devices following installation

Ensured network, system, data availability, and integrity through preventive maintenance and upgrades. Supplied documentation on start-up, shut down, and first level troubleshooting of processes to help desk staff. Consistently met deadlines and requirements for all production work orders

HELP DESK SUPPORT (CONTRACTOR) AT&T BVOIP, ARLINGTON HEIGHTS, IL DECEMBER 2012 – JULY 2013

Installed software, changed, repaired hardware, and resolved technical issues. Managed call flow and responded to technical support needs of customers

Found and solved technical issues with a variety of diagnostic tools. Utilized Remedy Ticketing system to update tickets

CUSTOMER SUPPORT COMCAST, WOODRIDGE, IL JANUARY 2011 – DECEMBER 2012

Effectively managed a high-volume of incoming and outbound customer calls while addressing and resolving customer product complaints empathetically and professionally

Accurately documented, researched, and resolved customer service issues and provided through support and problem resolution for customers

EDUCATION

ELGIN COMMUNITY COLLEGE: COMPLETED 1.5 YEARS (REGISTERED TO COMPLETE DEGREE)

CONTINENTAL ACADEMY: HIGH SCHOOL DIPLOMA (2005)

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