Engineer Information Security

KELBY M. CHANEY

***** ******* **** ******* ************, GA 30215

770-***-**** **********@*****.*** linkedin.com/in/kelby-chaney

INFORMATION TECHNOLOGY PROFESSIONAL

Network Engineering Telecommunications Wireless Communication Operations

Results-driven, goal-focused IT leader with a proven track record of building and growing high-performance teams, analyzing and streamlining processes, identifying inconsistencies, and implementing on-time practical solutions. Capable of driving complex system initiatives from inception to completion with accountability for management of projects, people, and timelines. Strong communicator, dynamic trainer, and effective troubleshooter; able to multi-task and work well in high pressure, fast-paced environments.

Reputation for integrity, reliability, and accountability with the attention to detail, drive, and initiative to produce results above and beyond what is expected. Demonstrated success in:

Leadership & Team Building

Training & Development

Conflict Resolution

Network Infrastructure Support

System Applications

Customer Relations

Troubleshooting & Maintenance

Technical Analysis

Interpersonal Skills

Cross-Functional Collaboration

Call Center Operations

Quality Assurance

CAREER SUMMARY

Ricoh USA, Inc.; Atlanta, GA 2019 to Present

Technical Support Engineer

Collaborate across departments to provide front-line help desk technical support via phone, chat, text, video, and email communication methods; charged with ensuring customer satisfaction by assessing equipment failures and accurately resolving issues.

Consistently respond to incoming support incidents in a timely and professional manner to evaluate issues and offer assistance utilizing the appropriate support information and documentation.

Complete all required administrative task on a daily basis with a priority on timeliness and accuracy.

Effectively troubleshoot issues pertaining to supported products utilizing available lab equipment and resources.

Known for excellent customer service capabilities, technical proficiency, and analytical skills.

Newell Brands; Atlanta, GA 2018 to 2019

Technical Support Engineer

Provided support for smart home installation and maintenance, configuration of laser printers, handling of incident tickets, coordination of services among vendors and site contracts, and documentation of operational procedures.

Spearheaded front-line primary technical support, managed user accounts with Active Directory, and handled end users on various technical issues and problems relating to hardware, software, and peripherals; responded to, documented, and resolved service tickets in a timely manner.

Procured, configured, assigned, and supported Chromebooks as needed within the company.

Consistently recognized for excellence in job performance, customer service skills, effective communication, initiative, and exceeding corporate objectives.

NCR Corporation; Peachtree City, GA 2016 to 2018

Point of Sales (POS) Support / Technical Support Analyst

Quickly acclimated to a fast-paced call center and help desk environment, providing technical support for the United States Postal Service enterprise; incorporated technical analysis and performance evaluations related to implementation and operational support; efforts resulted in a 40% decrease in downtime.

Daily responsibilities included performing configurations of laser printers, managing user accounts with Active Directory, handling incident tickets, coordinating services, among vendors and site contacts, and documenting operational procedures.

Oversaw workflow management, planning, client communications, and status reporting for National Cash Register.

Collaborated with the troubleshooting management team to determine Root Cause and remediate incidents flagged by internal and external audits.

Played a vital role in the key Contractual Postal Unit project with scope that included over 2,000 physical and virtual servers; established new hardware in data centers and field sites with responsibility for onboarding new and offshore team members with new technologies in conjunction with the engineering team for successful product implementations.

Kelby Chaney

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CAREER SUMMARY (Continued)

AT&T; Atlanta, GA 2005 to 2015

Network Subscriber / Technical Analyst (2010 to 2015)

Led a team of 15 network analysts to support Network Control Managers in the NOC/TAC as Tier II support for internal and external customers by utilizing UMTS, SGSN, LTE, VoIP, Cloud Technologies, and Information as a Service (IaaS).

Duties included conducting fault isolation, proactive maintenance, status of data circuits, and monitoring network equipment using NetCool; managed network device configurations, upgrades, and maintenance and curated process flowcharts as a part of operational documentation for deliverables.

Collected customer requested data for KPI traffic reports to manage analytics, provided technical analysis and support to diagnose/resolve voice and data service problems, and tracked vendor-related complaint tickets by working with various departments to resolve issues.

Conducted daily network triage of end-to-end network to ensure consistent network performance by diagnosing, analyzing, testing, and prescribing various components and parameters for 30+ tickets per day.

Monitored changes and analyzed performance of RNCs, BSCs, Node B, ATMs, Routers, SGSNs, and GGNS within the core network.

Served as a point of contact for the Northeast Region on-call teams including Network Operations, Sales, Marketing, Cell Site Engineers, as well as consumer-facing executive teams such as Customer Service Centers, Technical Support Help Desk, E911, Office of the President, Executive Response Team, and External Partner Support.

Network Control Engineer (2005 to 2010)

Managed the Southeastern Region and monitored network alarms (GSM, TDMA, SGSN, ANYPATH, TTY, E911) using NetCool and NetExpert; Opened and tracked trouble tickets in CTS, CPSS, and VTAG databases and reported T-1 and DS-3 outages with service providers.

Restored GB links by verifying and clearing various alarms on Nortel and Nokia SGSN Nodes.

Demonstrated strong analytical skills and technical support for contractors and Field Engineers on GSM and TDMA equipment.

Troubleshooting Skills: Ericsson GSM and TDMA outages (DIPs, Mobile Telephony, and EMG Control), Siemens link failure between MSCs and BSCs, Nokia GSM networks such as PCM, GPRS, BTS, and BCF failures.

Assisted with the training of team members on new products and services, vendor communications (TellaLabs, TruPosition, Ericsson, Siemens, Nokia), and vendor interactions with LECs and CLECs.

EDUCATION & TRAINING

Ashford University San Diego, CA Administration, Marketing

DeVry Institute of Technology Decatur, GA, Telecommunication Management

Technical Proficiencies: Telecommunications, Networking, Wireless Communications, VoIP, IP, MPLS, Ethernet, Wireless Networking, Network Design, Network Administration, UMTS, Routing, Cisco, LAN/WAN/VPN, OSPF, BGP, SS7, LTE, Switches, Routers, GSM, Linux, Citrix, VMware, Unix, POS Systems, HW/SW Integration, Clarify, SGSN, Cloud Applications, Help Desk Support, MMS/SMS, Network Control Management, Application Upgrades, Information Security, Microsoft Office

CERTIFICATIONS

CCNA Service Provider Operations (200-301) – 2020, Network Technology Certificate – 1999

VOLUNTEER ACTIVITY

Hispanic Association of Communications Employees (HACEMOS)

VP of Communications & Director of Newsletter 2014

Helped provide opportunities for employees to be involved in the Hispanic community through various

Volunteer opportunities. Ensured organization’s communications followed compliance protocols and informed

members at all levels with a goal of increasing engagement. Oversaw newsletter design and distribution to

inform members about current events within the company and community.

AWARDS & HONORS

President’s Volunteer Service Award (PVSA) Awarded by The President of the United States Jan. 2014

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