Communications Manager Desktop Support

Vernon T. Key, Sr.

*** ********* *** **, ********, GA 30144 Mobile 678-***-**** ******@*****.***

PROFESSIONAL SUMMARY:

Cisco Certified Network and Voice professional seeking a challenging position with a dynamic organization that will benefit from my ability to leverage my technical capability to function in a customer advocate/trusted advisor role and provide project delivery for business solutions. I’m skilled at technology strategy development and execution, building executive relationships and project rationalization and implementation. CERTIFICATIONS

• Microsoft: Microsoft Certified Professional (MCP)

• SSGB: Six Sigma Green Belt

• Cisco: Cisco Telepresence Solution Specialist coursework completed

• PMI: Project Management Professional (PMP) coursework completed TECHNICAL SKILLS:

• VoIP, IP Video and Cisco Unified Communications: plan, design, delivery, troubleshooting and support

(CUCM) Cisco Unified Communications Manager, (CME) Communications Manager Express, Unity Unified Messaging (Voice Messaging, Unity Connection & Unity Express), and UCCX.

• Routers & Switches: Cisco 1600-7200 series routers Cisco 2900-6000 Catalyst Switches; Nortel 4450 series routers and 8000 switch. Protocols: SIP, SCCP, MGCP, H.323, H.261, H.263, H.264.

• Install and Maintain routers and switches IOS images and configurations, evaluating and monitoring (Life Size, Cisco, Avaya and ShoreTel) lab equipment and developing complex VOIP dial plans.

• Testing new product features and innovations with vendors within a laboratory environment for CUCM 7XX

-10XX, CME, Unity Unified Messaging/Voice Messaging, Unity Connection, Unity Express and UCCX.

• Product and Project research and evaluations assisting the sales team product development.

• Desktop Support and Migrations for Windows XP, Windows 7, 8 and 8.1, 10, 11. PROFESSIONAL EXPERIENCE:

APC Technologies, Project Engineer (Private Consulting Company), Jan 2005 – Present.

• Design and implement networks and solutions for medical clients.

• Desktop support, system troubleshooting, and resolution of customers end user problems.

• Schedule and managed LAN/WAN installations, circuit test and turn-ups, and monitoring support.

• Planning, managing, and monitoring assigned engineering projects. Ensuring the project's compliance with the applicable codes, practices, policies, performance, and standards specifications.

• Client stakeholder engagement, interpreting their requirements and representing them in the field, and providing customer support to meet project and solutions delivery timeline expectations.

• Consulting across business operations, applying subject matter expertise in evaluating business operations and processes, and where technical solutions improve business performance.

• Develop and deliver training for engineering teams, customers, and end users verifying technical reference information, system requirements, manuals and user guides. Vernon T. Key Sr. ******@*****.*** Career Highlights Continued, page 2 Birch Communication, Network Planner/Project Manager, Jan 2016 – Jan 2017.

• Weekly review and analyses for capacity on NNI’s and Fiber Circuits across the network.

• Gather and discuss internal network service requirements with Network Engineering and Product Development team stakeholders across international regions. Perform connectivity feasibility analysis, obtain circuit cost estimates, and budget and legal approvals for supplier submission.

• Track and communication circuit order status of design, build and delivery timeline and escalation to meet customer commitment dates, and work with network field engineers to troubleshoot and resolve carrier issues for circuit turn-up and handoff to NOC monitoring. Advantage Technical Resourcing, Project Field Engineer, Jun 2012 – Nov 2017.

• Coordinate with customers obtaining required information to resolve copier, networking, or fax problems.

• Responds to customer support requests for network and workstation printers and ensures that they are resolved quickly, accurately, and professionally and escalated to vendors when necessary.

• Provide customer status updates on problem resolution progress and provided end users with detailed equipment training and documentation.

• Installation and Configuration of Xerox and HP digital copiers, Installation and Migration of Windows 7 and 10 OS for customer’s end users and Computer ghosting and data backup of customer data. Cox Communications, FCC VOIP Project Manager/Team Technical Trainer, Nov 2012 – Sep 2013.

• Managed FCC VOIP Project and Project Team of 7 Contractors.

• Responsible for scheduling and assisting field personnel with troubleshooting work order completion for video, telephony and data service calls during the initial installation, and assists in the development, implementation, and maintenance of SOC methods and procedures.

• Establish criteria and guidelines to maximize daily productivity and monitor quota usage.

• Maintain logs and records as required; generate reports to monitor company daily goals and standards.

• Monitor all job functions to ensure accurate and timely completion of assigned scheduled work.

• Support installation administration, service work orders and trouble tickets through Advantix order entry and vehicle tracking system as well as daily service provisioning. AT&T (Southeast Communications Systems), Technical Consultant I, January 2000 - August 2012.

• Senior engineering leadership, consulting, technical support oversight and Help Desk Tier II escalation.

• Daily operational supervision for 40 Network and VoIP engineering team members, monitoring and managing 113 customers, 1,960 sites and 19,209 devices.

• Developing and understanding network performance measures within customer’s enterprise and mission- critical networks. Supervising a technical team and global enterprise customer’s escalations, technical consultation to the planning, design, installation, modification, operations, and support of mission-critical, 24x7x365 global enterprise networks.

• Ongoing meetings to discuss the AT&T/Cisco Systems Shared Support SLA with executive management and sales teams to ensure proposed solutions meet customer expectations.

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