PAUL RYAN

SYSTEMS AND NETWORK ANALYST

415-***-**** adyo9b@r.postjobfree.com

OVERVIEW

Self-starter with exceptional vendor management track record and demonstrated ability to deliver concepts and services to business unit owners

Passion for developing programs & products that benefit and empower end users

Strategic and creative thinker with strong analytical and communication skills

Extensive project management cross-functional leadership skills

Strong relationship management and business requirements development skills

Quick learner; thrive in a dynamic environment

BUSINESS EXPERIENCE

KidIT, 2015-PRESENT

Business Owner/Operator

Delivering network, computing, smart home solutions to single family homes and small business in the Bay Area

Discovery, gap identification, upgrading, and installing hardware and software

Security policy creation based on individual family needs, websites, time-of-day

Virus removal

Data encryption and security hardening

AAA, Northern California, Nevada and Utah, 2012-2015

Sr. Business Analyst

Key contributor as part of the divestiture from the parent company AAA Insurance Group

Vendor management to support needs of the IT network infrastructure including routers, switches, wireless, and telephony

Migrated AAA NCNU private MPLS cloud with ATT for over 100 AAA branch office locations

DID porting into centralized data center housed PRIs

Call flows design and optimization

Vendor management and contract negotiation including HCL, Avaya, and ATT

Service NOW ITIL development, change management

LogRhythm development for security defined definitions

Palo Alto NG firewall improvement

Juniper SRX750 firewall monitoring and rules creation

Red Hat syslog Server

VM Ware with EMC SAN

Nagios Monitoring

SOX compliance/Risk Management

McKesson, South San Francisco, 2002-2012

Sr. Network/Telephony Business Analyst

Projects Include:

McKesson Specialty Health’s new call center implementation of hosted Avaya technologies.

Worked directly with Avaya and McKesson Engineering to architect the call center solution from networking, telephony, and end users applications

Met with the business owners, operations, and call center staff to formalize requirements

Launched end user training clinics, optimized training documentation, and designed custom modifications to accommodate the unique business call centers

Worked with Avaya and McKesson post implementation to remediate known issues

Planned and implemented call center call recording and QA solution

Built and managed a Six Sigma workout, termed “Keys to Quality” which is now sold as a branded product in the call center

Based on my analysis and recommendations, implemented call center’s Cisco’s UCCx platform and Calabrio

Developed and implemented QA metrics tracking form titled “Keys to Quality”

Completed project in time and under budget

Scaled supporting network wired and wireless infrastructure, switches, controllers and access points

Lead network and telephony consolidation and standardization project, consolidating disparate systems to a single, enterprise-wide platform

Gathered termination points, circuits, DIDs, DNIS, fax, and TFNs

Documented call flows, queues, skills, hours of operation, holidays, emergency routing, and phone tree menus

Telephony system consisted of thirty five toll free numbers with individual call flows, some with database dipping to deliver real time information to the call center agent about the physician calling

Automated process engineering techniques to drive gains in data tracking/accuracy, workgroup efficiency and profitability

Verisign Inc., Mountain View, CA, 2000-2002

Systems Administrator

Introduced software delivery methodology contributing to higher-quality and stable computing environment

Upgraded Windows 2000 Domain to Windows 2003 and migrated all legacy servers to the latest version of Windows Server 2003

Designed and implemented a backup solution for all Windows production, QA, and development servers

Created backup schedule and offsite rules for keeping backup tapes and also their destruction

Electronics Data Systems (EDS), San Francisco, 1995 to 2000

Help Desk and Desktop Support

Developed streamlined procedures that decreased labor time and eliminated redundancies

Created automated daily stats report that reduced errors and is now used by records associates organization-wide. Earned an “Ace Player” award for outstanding customer service and teamwork.

Education

EDUCATION:

Evergreen College, San Jose, CA

Bachelor’s Degree, General Studies

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