Targeting IT Positions in Support Technician or Network Engineering

●Professional, energetic and highly experienced Telecommunications Specialist

●Ten years plus experience with nine levels of certification from technical support to network administration and electronics engineering.

●Experienced in mastering new technologies; equally successful in both team and self-directed settings; and proficient in a range of telecommunications systems management, operations and customer service support.

Education

Tech Pros Group Engineering Program – Irving, Ca. 2005

Certification in LAN/WAN

SOUTHERN UNIVERSITY - Baton Rouge, La., 1989

B.S. in Electronics Engineering Technology

Microsoft Certified Systems Engineer 2000: Security (MCSE 2000: Security)

Microsoft Certified Systems Engineer 2000 (MCSE 2000)

Microsoft Certified Systems Administrator 2003: Security (MCSA 2003: Security)

Microsoft Certified Systems Administrator 2000: Security (MCSA 2000: Security)

Microsoft Certified Systems Administrator 2003 (MCSA 2003)

Microsoft Certified Systems Administrator 2000 (MCSA 2000)

Microsoft Certified Professional (MCP)

AT&T Network Administration

AT&T Definity G3I PBX

AT&T Intuity Audix Voice-Mail

Connectivity & Hardware Cisco 2500, 2600, 3500, Catalyst 1900, 2900, 4500, R/S 6000, AS400, firewalls, routers, switches, wireless, WiFi Access Point, Telephony & Fiber Optics, Hardware configuration, T1, Ethernet, Fast Ethernet, TIA-EIA, 568A, 568B, Cat3, Cat5, plenum, Cable/DSL modem, CCTV, analog dialup

Telecommunications AT&T PBX (Definity G3I, Merlin-Legend), Audix Voice-Mail, Toshiba (DK 424, Strada) Mitel (SX100, Super10, SX20, SX100/200), Executech 2000, Harris 400, Cisco Unity, ISDN, MPLS, Frame Relay, T-1, T-3, 56KB, Hubs (Cisco, Bay networks, 3Com), VHF, UHF, Mobile Radio (Midland, Bendix/King, Motorola)

OS & Enterprise Apps Windows 95/98/NT/2000/XP/Win7, Windows NT/2000/2003 Server, Exchange, ISA firewall, Proxy Server, Terminal Server, DOS/Windows 3.1, Remedy, TRS Ticketing, Spectrum, Omnibus, NetCool, Telnet

Web/Graphics/Programming HTML, Apache Web Server, Visio, Dreamweaver, NetObjects Fusion, Photoshop, FrontPage, Micrografx, Website design.

Desktop/Software Symantec Ghost/ Imaging, SharePoint, Lotus Notes, Adobe Acrobat, PC Anywhere, Net Meeting, Microsoft Works, Microsoft Outlook/Word/Excel/ Access/Power Point/Internet Explorer, Photo Impact ULead, Scanner, CD/DVD/DVR Players, Webcam, Digital Camera, Desktop and networked Printers.

Social Media Platform Facebook, Twitter, Instagram, Pinterest, Tumblr and YouTube, Amazon,

Shopify, eBay, Walmart

Experience

Coastal Pond Supply/Part-time –Tucker, Georgia

eCommerce Specialist /IT Tech Support (June 2021 to Present)

Responsibilities

Process web orders; completing and handing off without delay. Managing conflicts, errors, or declined web orders.

Ongoing organization and maintenance of store categories. Adding, removing or relocating categories or the products within.

Individual product promotions; conception and execution of promotions, including updating product pricing for particular sales, and creating graphics.

Creating/adding new products to the system as needed. Collect, revise, and input product data (descriptions, pricing, tax settings, weight, etc.)

American Income Life Insurance/ Benefits Representative –Marietta, Georgia

Insurance Agent (December 2019 to March 2020)

Responsibilities

Inbound and outbound calling of leads, prospects, and policy holders

Setting appointments: reschedule, callbacks, cancellations.

Performing presentations to union members.

Processing and completing necessary paperwork in a timely manner.

Artech Information Systems/ AT&T contractor –Atlanta, Georgia

Master Data Management Vendor Maintenance/Technology (December 2018 to December 2019)

Responsibilities

Accurate and timely input of source data into computer systems.

Validating, reviewing and inputting of legal contractual agreements between AT&T and customers.

Review all Front Door Tickets, to ensure the appropriate documents are attached to the request.

Liaison to requestor and vendor as subject matter expert on business processes for vendor maintenance.

Research issues and work with appropriate support from MDM and requestor through resolution.

Responsible for emailing purchase orders to supplier. Any undeliverable require finding an alternate contact to send the purchase order to.

Coastal Pond Supply/Part-time –Tucker, Georgia

eCommerce Specialist /IT Tech Support (March 2017 to December 2018)

Responsibilities

Process web orders; completing and handing off without delay. Managing conflicts, errors, or declined web orders.

Ongoing organization and maintenance of store categories. Adding, removing or relocating categories or the products within.

Individual product promotions; conception and execution of promotions, including updating product pricing for particular sales, and creating graphics.

Creating/adding new products to the system as needed. Collect, revise, and input product data (descriptions, pricing, tax settings, weight, etc.)

Avion Systems/United Parcel Service (UPS) contractor –Alpharetta, Georgia

Network Technician (June 2015 to May 2016)

Responsibilities

Monitor with management tools: (Omnibus, Netcool) and respond to events on network, routers, switches and troubleshoot and resolve network and server incidents.

Respond to Tier 2 incoming calls from Information Services, perform procedures for assessing alerts and troubleshooting issues using monitoring tools and applications.

Interpret computer generated messages, determines appropriate actions, support the team, and follow standard procedures.

Ensure all customers, both external and internal, and vendors has all of their service needs met

NOC Proactive action against data network elements requiring attention, create Remedy/HDFS tickets to include trouble, change ticket generation, escalation and submission of outage notifications.

JM NEIL and Associates/Ericsson contractor –Atlanta, Georgia

Network Control Technician II, RNAM OP (April 2013 to December 2014)

Responsibilities

Responsible for monitoring, reviewing, analyzing, documenting, updating and/or escalating customer Remedy/TRS trouble ticket issues for repair.

Provide technical support to customers of telecommunications services; wireless, long distance, cable, and voice technologies.

Support LEC (LEC, ILEC, VLEC), management of domestic and international switched-voice and data products, cable partnership, international toll-free, and wireless off-net customer trouble ticket reports.

Ensure security of all paper and digital records.

Prioritize tickets in a timely fashion with minimal guidance.

Excellent written and oral communication skills.

Self-motivated, helpful attitude, able to multi-task and meet objectives and resolve in a fast pace environment.

WIPRO TECHNOLOGIES/ contractor --Atlanta, Georgia

Help Desk Agent Level 2 - Call Center, (May 2012 to Jun 2012)

Responsibilities

DSL helpdesk troubleshooting basic and advanced software/hardware issues with customers via phone.

Determine warranty replacement needs based on technical troubleshooting.

Answer technical software/hardware application, sales and marketing questions from web site and/or e-mail.

Respond to questions generated by sales reps, end users, and potential buyers.

Other assigned duties as requested

ENCADRIA STAFFING/ Gwinnett Public Library System –Lawrenceville, Georgia

IT Operations Specialist, (August 2008 to February 2011)

Responsibilities

Member of a technician team that manages the Help Desk and Ticketing System. Ensuring the needs of Library staff, working and resolving network problems and testing with customers in a timely manner.

Planned, organized and recorded all activities required to control inventory of parts, devices, and computer network equipment.

Tracked records in system database: notes, maintenance, warranty, repairs, and part replacement.

Team Lead of four branch assignments monthly managing continuity of computer systems and devices. Supporting operations of the Library’s software, hardware, networks and related peripheral equipment. Updating software, installing agency software. Troubleshooting and testing branch technology for efficient and effective operations.

Installation, moves, adds, changing activity, LAN cabling, troubleshooting end-user support and vendor relations.

Supported equipment, electronic devices, PC, Notebook, and issuing loaned devices.

Hardware/Software Troubleshooting.

Provided IT advice/support to headquarters staff, branch staff and assist customers.

ENCADRIA STAFFING/ contractor - Lawrenceville, Georgia

IT Operations, (April 2008 to August 2008)

Responsibilities

Member of a data-entry team that manages the incoming data input process including keying label information, location information, investigating and resolving exceptions, acknowledging orders with customers and closing the work order. We verify that all information is keyed accurately and in a timely manner.

Manage the internal move data input process including the keying of all information, electronically moving cartons to new locations, investigating and resolving exceptions and closing the work order.

Update customer contract information. Research and resolve problems and discrepancies.

Greenforest Community Development Program - MsRevenda.com – Decatur, Georgia

Program Director, (April 2007 to April 2008)

Responsibilities

Served as second-in-charge of the Technical Center and is primarily engaged in the administration and coordination of the After School and Free-time programs and supervise the Homework Helper program.

Scheduling and administrating the facility, serving on committees designed to review and evaluate the center, work closely with students, serving as a liaison between the apartment complex and the teaching site on matters related to student teaching.

System Administrator for the computer network of 20 desktop computers and network printer.

Insight Global/ BellSouth contractor, Network Operations Center - Atlanta, Georgia

Data Telephony Support Specialist, (June 2006 to August 2006)

Responsibilities

Member of Tier 1 Data Support Team in monitoring customer communications service and network, quickly pinpointing alarms, outages, bandwidth usage, and other back-office functions outages before customers are affected.

Interaction with customers included opening, following-up and closing trouble tickets via phone or email, acting as a liaison between customers/providers and our BCS NOC Engineer Team and working and resolving network problems and testing with customers.

Escalate and communicate issues to NOC Tier 2-3 staff.

Georgia Interagency Coordination Center/ private contractor - Atlanta, Georgia

Computer Technical Specialist, (June 2006 to July 2006)

Responsibilities

Member in support of a national fire team (Central Oregon Incident Management Team), who is responsible for managing this national disaster/emergency. Responsible for network installation and configuration of the incident’s fire base camp.

Responsibilities included managing incident’s network: database of resources, server, hub, and switch and end-users computer equipment.

Georgia Department of Revenue – Atlanta, Georgia

Tax Examiner, (April 2004 to October 2005)

Responsibilities

Data-Entry and proofreading data from a variety of sources, ensuring accuracy of input and maintaining logs of data entered for Registration in the Taxpayer Services Division. Customer Service (answering high volume calls and assisting taxpayers with business registration forms), Name Discrepancy (verifying and correcting taxpayer mailing addresses nationwide and international), and IFTA (reviewing, logging, and issuing vehicle decals).

Review regulatory documents for complaints. Examine tax documents for correctness. Assist taxpayer with estimated filing requirements, payments, and account information using agency software and tax accounting systems.

Assign new accounts in withholding, sales tax and use, tobacco and alcohol; processing individual and corporation state tax registration applications (CRF-002 and CRF-012).

Georgia Interagency Coordination Center/ private contractor – Atlanta, Georgia

Communications Technician, (February 2003 to February 2003)

Responsibilities

Member of a team in support of the Columbia Space Shuttle Recovery Team responsible for logistics of the incident.

Technical responsibilities included managing necessary equipment, resource needs and personnel in supply unit.

Technologies handled included technologies from Bendix/King, Motorola, Rebel, Lucent, etc.

United States Forest Service - Asheville, North Carolina

Telecommunications Specialists (August 1988 to October 2002)

Responsibilities

Performed a wide range of duties for the Supervisors Office and 10 Ranger Districts, the Southern Research Station Headquarters and 26 Research Laboratories supporting 800 + data network users. Manage development, implementation, installation, modification, and maintenance of a totally integrated communications system made up of microwave, telephone (PBX), a range of IBM corporate systems, fiber optics, RF and VHF mobile radio electronic equipment.

Lead in voice communications, System Administrator of an AT&T Definity G3I and Intuity Audix voice mail system that provides service to two buildings with a fiber optic interface serving 400 employees, supplying 450 extensions, 16 FTS 2001 trunks through T-1 connectivity, 8 Central Office local trunks, and 12 DID CO lines.

Coordinate installations, moves, upgrades and repair of voice, data, alarm and video conferencing circuits (T1, ISDN-PRI, ISDN-BRI), switching equipment and terminal equipment. Installation, line entry programming, MAC, LAN cabling, troubleshooting end-user support and vendor relations.

Instructor of corporate correspondence database software Lotus Notes and trainer to system users and new end-users. Primary technical support and troubleshooting for the telephone network responding to technical inquiries, resolving problems, and performing daily and weekly backups.

Plan, manage and schedule projects, run cable and programming equipment. Procurement of telecom tools, equipment and supplies. Managed voice projects ranging from $50,000 to $300,000 from LAN cabling and connections to complete PBX system installations.

Managed agency wide long distance account services from AT&T FTS 2000 to WorldCom FTS 2001 calling authorization card ordering and cancellations.

Maintain FTS 2000 records, ordered FTS 2000 Switch Voice Services, including account code calling cards and ensured privacy and security of all records.

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