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Office Technician Systems Operator

Charlotte, NC
October 02, 2021

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**** ********* ******* ***** *********, NC 28215 704-***-**** cell 980-***-****

Career Summary:

US Citizen and Army Veteran 20 years.

Management experience with twenty-five years of telecommunication.

Electronic experience as well as technical and hands-on expertise.

Direct supervision of personnel in multiple environments.

Experience includes installation, project management, account management, and systems administration.

Technical experience includes network administration on both LAN and WAN infrastructures (network, voice, wireless, desktop and server), wireless LAN controller implementation.

Applications and Operations Supported of Sun Solaris, SIP, TDM, VOIP, TCP/IP, MPLS and SQL Databases.

Proficient in UNIX/LINUX Red Hat and Vi Editor and experience with SQL databases, skills with Microsoft and Adobe Software, PowerShell, HTTP, SMTP,FTP, Network Booting, DHCP, Apache, SSH and Dimensions Command Line (DCLMI).

Working knowledge on Genband C3/G9 soft switch

Extremely proficient in the operation, configuration, and maintenance of the Tekelec Telephony equipment including the EAGLE, ELAP, LSMS, IAS, Sentinel, SCS, and Insight7 products.

Trained in Quality Assurance/ Quality Control inspections and standards.

Self-motivated and highly organized.

Innovative, well organized, and extremely adaptive.

Develop and maintenance of voice/data network and provide Level 2 and Level 3 Troubleshooting.

Conduct Technology and network assessments including research, analysis, design, Request for Proposal, testing and implementation of large and complex voice systems and Network Resilience Testing, Nice recording.

Integrate multiple technologies, call monitoring and call recording, Packet capture tools Wireshark & NetMon, Solarwinds, SiteScope, Splunk, AppDynamics, IaaS, PaaS, VMware.

Working knowledge of voice technologies (Cisco, Avaya, Call Manager, Siemens) Avaya Vectoring, hunt groups, VDN’s, Service Hour tables and CTI routing.

Twenty years of military and corporate experience as a Technical Service Engineer, Unix Switch Administrator, Network Surveillance Engineer, Software and testing integration experience and Technical Training Instructor.

SS7 signaling, VoIP (SIP and RTP), H.323, physical and optical transport (SONET and DWDM), and class 4/5 switching

Hands-on experience in-building cellular enhancement with knowledge of Distributed Antenna Systems (DAS)

Experience working in a high paced environment

Familiarity with lease negotiations/contract process and cost and risk.

Familiarity with request for proposals (RFPs) and site acquisition processes

Handled project management and escalations for cell sites

Development of key session border controller engineering documentation

Strong understanding of database architecture, data retrieval, and data analysis for use in deriving Business Intelligence

(BI) and network performance information.


East Coast Polytechnic Institute (ECPI)

Virginia Beach, VA

Bachelor of Science in Information Technology with

Specialization in Information Assurance and Cyber Security

02/17 - Present


Ahold – Delhaize / Apex Systems

Salisbury, NC

Cisco Collaboration Analyst / Infrastructure Telephony Engineer

02/20 – 10/20

Cisco Call Manager Migration Deployments from the CUCM 9.1 to New CUCM 10.5.

Provide Support for IP telephony / Call center Environment and Distribution Centers as needed.

Create and maintain telephony documentation and procedures.

Resolve customer support tickets as assigned, including add/moves/changes.

Effectively works as a member of the team that provides Telephony and Network services for the organization.

Unified Border Element (CUBE) and Rightfax faxing solution.

Excellent troubleshooting skills capable of resolving complex telephony issues utilizing standard tools and detailed log analysis.

Integration and Test engineer. Supported software installation, system and network configuration, and requirements testing. Created scripts for testing the chances of errors are reduced while configuring services or system administration tasks such as adding new users.

Work with IVR team to develop and execute end-to-end test scenarios involving PBX and IVR routing test coverage and call recording.

Troubleshooting telephony problems including issues that require interfacing with vendor engineers. Developing standard documents for diagnosing and testing telecom and network related issues.

TES Service Support Ltd. UK


Charlotte, NC

Computer Technician Lead

09/19- 02/20

Provided functional and technical support, troubleshooting and diagnosing hardware and software problems, including desktop, laptop, WAN, LAN, Win10.

Trained new technicians, collaborating with customers and reporting to upper management necessary changes that need to be implemented.

Data Migration Deployments from Windows 7 to Windows 10, migrated user data (work with 32bit and 64bit).

Trained users to work with new computer hardware or software, such as printers, word-processing software and email.

Provide desktop technical assistance and System Administration and Network Operations duties as needed.

Excellent partner for work deploying software on high performance machines. Process oriented experience with controlled software integration and testing.

Experienced managing hardware and software configurations, automating software installations, requirements testing, and system maintenance.

Bank of America / Insight Global

Charlotte, NC

Network Engineer V

01/19 – 08/19

Engineer and deployment for Sonus/Ribbon 7k & 9k session border controller

Develop and write Toll Free orders for Carriers for terminations and features.

Develop and implement carrier migration/routing plans.

Provide local software and hardware support requiring complex integrated configurations in the areas of; Sonus, LAN/WAN, VoIP, SIP and Session Management.

Develop and write procedures for installation, removal, and configuration of Sonus/Ribbon gear, carrier circuits.

Obtain quotes from vendors for equipment placement, licensing, and removal.

VOIP contact center migration project

Assist in the development of project supporting information to include Bill of Materials (BOMs), cost estimates.

Charter Communications / Xavient

Charlotte, NC

Network System Engineer

07/18- 10/18

Add, update, remove devices from monitoring tools Solarwinds, Splunk, SiteScope, Netcool, Tripwire and AppDynamics

Create and document monitoring processes and clearly communicate which network/server devices are monitored.

Troubleshoot monitoring polling issues with server and network teams.

Follow-up on monitoring status with business owners.

Open and updating ticketing system ServiceNow, Remedy, JIRA.

Work with software development team process automation through deployment.

Communicate with internal customers to explain monitored metrics and dashboards, CPU, Memory, Utilization, Application stats.

Managed the performance and availability of applications across the network using AppDynamics, IaaS, PaaS.

Grant user permissions to tools and provide technical support on software.


Johnson City, TN

Systems Network Engineer II

02/07- 12/16

Plans, designs and implementations of MPLS network.

Provides engineering services and project management functions required to develop and implement network plans and system integration.

Build out Data Center which includes install, upgrade, maintenance, and troubleshooting operations of Network equipment. Software resilience testing that focuses on ensuring that applications will perform well in real-life or chaotic conditions.

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Bagley Resume

Projects include technology changes within the platforms, new implementation guidelines and/or standards.

Creates and executes project work plans and revises as appropriate to meet changing needs and allocation requirements.

Assisted the senior tech with new line fiber optics installations, routine repairs and system maintenance.

Reviewed line installation maps and corrected data if errors were discovered.

Tested fiber optic lines after installation to confirm optimal operation.

Responded to emergency calls and performed initial troubleshoot to pinpoint the the problem.

Supported Genband C3/G9 upgrades.

Turn-up and integrated C3/G9 new customers into CenturyLink network.

Provision and Maintain C3/G9 customer translations.

Installation and administration of Avaya platforms and VOIP phone systems

Installation of Avaya Media servers and Gateways.

Project Manager for Contact Center Telephony and Vendor Change requests

IVR Regression Validation Testing for Production Environment and International

Manage and research complex technical issues and problem solving and provide Level 2 and Level 3 troubleshooting.

Attend all weekly meetings with Vendors and Business Customers

Installation and administration of UNIX and Linux platforms, DNS servers, Cisco routers and switches. Create shell scripts for automating and code compiling process.

Nortel Ethernet Routing switches

Nortel 2000, 3000 Series Concentrators, modules and terminal servers

EAGLE Switching Transfer Points, Message Generating Traffic Simulators, SUN Workstations and PC workstations. Experience includes interpretation of schematic drawings and electronic troubleshooting from system down to component level.

Provide SCP B80’s and P630’s database support for caller identification “Caller ID”. The Service Control Point (SCP) provides services such as 800/877/866 translations, calling card validation, calling name and number, LNP, CNAM and other database services.

Provide engineering services as project manager to develop and implement large, complex network plans utilizing all three disciplines (OSP Engineering, Central Office Pair Gain and Transmission Design).

Log issues in Remedy, ServiceNow, Netcool and NMA. Packet capture tools Wireshark, NetMon, Solarwinds.

Monitoring and management of performance to detect and diagnose complex application problems in Datacenters utilizing AppDynamics.

Cisco and Avaya Call Manager, UCCE, Call monitoring and call recording technologies.

MPLS, STP, IPSEC, VOIP, SIP, Tirks, OSPF, H.323, TCP/IP, RFC 2544, Sonus SBC Gateways and knowledge of IMS, skilled with Microsoft and Adobe Software Iaas and Paas.

Network troubleshooting & connectivity support understanding of call routing and switching technologies including TCP/IP, DNS DHCP, SSL, HTTP, BMP, LNP, MPLS, CNAM.

F5 BIG-IP Load Balancing integration/configuration/administration experience with a solid Network background including an understanding of switch, network routing, and firewall concepts. EIGRP routing implementations.

Languages and hardware include C++, C, UNIX, Linux Red Hat, GSM, GPRS, EDGE, ProComm, Sun Solaris, Oracle and ISO 9000.

Ethernet packet switching and TCP/IP terminal servers utilizing computer terminals and digital multi-meters.

Provide H.323-based videoconferencing and video teleconference (VTC).

Manages day-to-day operational aspects of a project, scope cost and risks.

Reviews deliverables prepared by team before passing to client.

Effectively applies our methodology and enforces project standards.

Prepares for engagement reviews and quality assurance procedures.

Minimizes our exposure and risk on project.

Resolves and/or escalates issues in a timely manner.

Analyze switching, interconnection, national platforms and backbone facilities.

Conducts project planning, cost analysis and vendor comparisons, provide engineering services as project manager to develop and implement large, complex network plans.

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Bagley Resume


Charlotte, NC

Project Manager

04/05- 02/07

Performed the roles of an account manager which includes direct liaison with several major multimillion-dollar customers for the company.

Other duties include weekly, monthly and quarterly meetings with the customers and sales teams.

Managed requirement allocations and system integration for new product deployment in the customers network which entailed hardware and software deployments.

Maintained all equipment from a support standpoint which includes performing software and hardware upgrades and resilience testing.

Provided feedback to Sales regarding potential sales opportunities and writing of Request for Proposal (RFP).

Provided expert-level maintenance and technical support for multiple pairs of Lucent and Tekelec Eagle STP's and the hardware, software and peripheral systems within the SS7 network infrastructure.

Provided high-level technical support to various internal and external groups through a definitive working knowledge and broad experiential background in signaling system 7 (SS7), strong understanding of landline and wireless telephony.

Responsible for assisting in the operations and maintenance of all SS7 elements in the wireless network including providing on-site field technical support as required for infrastructure equipment installation and acceptance, high-level technical problem resolution and emergency network restoration support.

Provided back-up support for SS7 and related platforms.


Morrisville, NC

Technical Service Engineer

10/97- 03/05

Performed health checks, software and hardware upgrades to Lucent and TEKELEC EAGLE STP’s, LSMS /LNP, MPS and Sentinel products for wireless and residential/business service providers.

Provided Tier I, Tier II and Tier III level support on LSMS/LNP and EAGLE STP Technical Assistance Center Group.

Open/managed/closed Customer Service Requests (CSR).

Opened problem reports (PR) for possible product defects, troubleshot NSD product hardware, firmware, and software to resolve customer problems.

Trained and supervised 15 employees on upgrading and troubleshooting EAGLE STP, which resulted in 99% successful completion results.

Performed system level testing of Telephony related products, including SS7 and UNIX-based platforms; integrating multiple devices into a customer-like environment.

Performed reviews of technical documentations, including test and design specifications and customer documentation, provided feedback through review meetings and written feedback.

Qualified staff developer / trainer / facilitator.

Developed and administered the network and DNS servers troubleshooting & connectivity support duties include TCP/IP, DHCP, SSL, HTTP, Load Balancing, installation and administration of UNIX platforms, Cisco routers and switches, EAGLE Switching Transfer Points, Message Generating Traffic Simulators, Voice Over IP Media Gateway Controller (VXi), Switching Control Points, SUN Workstations, Newbridge, Tellabs and Cisco Media Gateways Cisco Call Manager.

Network Surveillance Engineer TAC identified outages in the frame relay network; troubleshooting; and responding to trouble calls and tickets.

Additional duties included E911 call tracing, switch translations and Networks 1 & 2 via DXC and SS7 platform.

Supervised employees in the installation of central office switches, hubs, routers and local area networks.

Managed the carrier maintenance and operations on DMS-250/100, software downloading and hardware upgrading, regression test execution and automated test development.

Tested new software to determine whether it would run on switch and hardware loads.

Provided instructions and/or assistance on bringing switch DMS-250/100 to full operation.

Network Surveillance Engineer in the MCI National Network Management Center (Local Services), Identified outages in the frame relay network; troubleshooting; and responding to trouble calls and tickets.

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Bagley Resume


Diploma Military Education, US Army, Fort Gordon, GA

Multi-Channel Transmission Systems Operator, US Army

Tactical Satellite/Microwave Communications, US Army

Network Switching Systems Chief, US Army

Management, Supervision and Training, US Army

Diploma, Middle Level Management Course, US Army, Fort Gordon, GA

Certificate, Advanced Central Office Technician Course, US Army, Fort Gordon, GA

Certificate, New Equipment Training and Network and Central Office Manager’s Course, US Army, Fort Bragg, NC

Certificate, IBM Operations Office/Personal Course, US Army, Fort Bragg, NC

Certificate, Computer Operator Course, US Army, Fort Bragg, NC


Broadview Networks Silhouette Telco Administration

Audio Codes Media Gateway Server

Mitel Border Gateway

Common Voices Now Message 3.0 System Administration and Provisioning

TEKELEC Customized EAGLE 5 Maintenance and DB Administration

Cisco (CSSOC)

Broad Soft Systems Leonid

SigTran IP Provisioning

GenBand C3/G9

Avaya Call Management System (CMS)

STELEUS PrOceSS7 Basic Applications

SolaCom Selective Router Training (NG911)

Telcordia Converged Application Server (OARM)

Networking Monitoring Basics (SONUS)

Networking Tools Basics (SONUS)

Sonus System Product Overview

Formal Peer Review Process & Moderator’s Training

Quality Assurance Course Life Cycle Process

Signaling System #7 (SS7)

EAGLE System (Custom)

Global Title Translations (GTT)

Gateway Screening (GWS)

Introduction to TEKELEC LNP and LSMS Solution

LSMS System Administration and User Implementation

Introduction to TL9000 Quality System Metrics

Harris Network Management Administration Training

Contact this candidate