Business Analyst Project Engineer

Business Analyst ~ Technical Engineer ~ Project Engineer

Qualifications Profile

Core Competencies

Systems Administration

Large-Scale Project Management

Network Analysis and Improvements

Vendor Relations and Negotiation

Service Integration

Troubleshooting and Process Efficiency

Database Design and Administration

Strategic Planning and Analysis

Organizational Leadership and Team Building

Dynamic, solutions-oriented professional, offering broad-based experience in client relations, systems integration, risk management, enterprise resource planning (ERP), and business development.

Quality-driven systems administrator; with in-depth knowledge in providing hands-on guidance in managing complex technical projects, building long-term productive relationships, as well as overseeing IT teams in multidiscipline fields.

Effective and articulate communicator, with keen attention to detail and proven ability to identify and implement large-scale technology solutions.

Technically proficient; equipped with well-defined interpersonal, analytical, problem-solving, multitasking, and management skills.

Professional Experience

Cisco Systems, Inc. Spring, TX

Consulting Engineer 2013–Present

Quickly resolve customers’ technical questions and concerns through the following key initiatives, in close coordination with the Development Team and other support specialists:

Proficient utilization of trouble ticketing system, while working collaboratively with levels I and III personnel

Application of wide-ranging understanding in Ethernet, TCP/IP routing, as well as network packet analysis tools

Support and guidance to clients who are unfamiliar with the product, while assisting with technology-related areas

Expertly render technical support in the implementation and validation of advanced, real-time communications transport services, voice systems, and VoIP solutions.

Knowledge of functions in the area of SIP Telephony and unified communications service delivery such as IP network architecture, QoS, IP phones, routers, provisioning, device management, and desktop and mobile software.

Support Webex calling infrastructure as well as technical issues while working with our global support team to provide industry-leading technical support for our Cloud Suite of Products.

Troubleshooting of portals features, SIP call flows, audio quality and network problems which can include the customer router, firewall, third party ISP interconnects and peering provider and downstream SIP Carrier Providers

Collaborate with other Cisco teams and diligently escalate sophisticated problems where a course of action may not be immediately obvious whilst maintaining full ownership of the issue, ensuring the customer is fully informed until resolution.

Experience with Linux system admin and network analysis and troubleshooting tools such as Wireshark.

Technical understanding of the full suite of Webex Calling products deployed in the Cisco environment is required.

Knowledge of a typical Service Provider process and systems works, the needs of their end users, and an understanding of the Software as a Service (SaaS) business model.

Experience with VOIP technology and terminology including Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP), CODECS, DTMF, DNS, UDP, TCP/IP, NAT

Documented, maintained, and supported proprietary applications.

Provide proactive training and guidance to junior members in all related concerns to optimize productivity.

Maintained constant coordination with all customers and various teams, such as Architecture, Engineering, Service Management, and Operations departments, in answering and settling technical issues.

FedEx Cypress, TX

Operational Admin II 2017–2021

Provides clerical support to various management and operational functions. Compiles data and provides various regular and adhoc reports to management for review and determination. Serves as frontline customer service to receive, solve and/or escalate customer inquiries and issues

Assists management with Business Control Self Assessment (BCSA) audit activity by retrieving data and/or files for review In addition to the above essential functions, the following functional area assignments have additional essential functions as noted below: Additional Quality Assurance/Loss Prevention essential functions: Supports ability for timely delivery and mitigates loss and damage by performing address searches/corrections through various sources and ensuring packages are in good condition for the customer

Prioritizes workflow to maximize the number of packages that can be resolved and sent out for delivery in the same day. Ensures all packages receive appropriate scan statuses. Inspects and handles hazardous material damages as per policy. Research missing packages to understand the root cause of scanning failures and compiles information on disputed deliveries for management review

Reviews and trends loss and damaged claims filed to identify improperly charged claims and brings to the attention of management. Additional Linehaul essential functions: Reviews and enters all Independent Contractor (IC) settlement information into appropriate system to ensure proper payments. Enters settlement adjustments as directed by manager

Compiles required documentation to establish and maintain Department of Transportation (DOT)-required files. Verifies timely log entry into system. Enters all individual vehicle mileage record information into the system and works with ICs and Linehaul staff to rectify any issues

AT&T Las Colinas, TX

Network Engineer 2013

Collaborated with Advanced Technical Solutions, Inc. and equipment vendors, including Ericsson, Alcatel-Lucent, and Cisco, to handle and resolve unusual outages.

Initiated the monitoring, analysis, and resolution of faults occurring in network elements supported by LTE operations, as well as the troubleshooting of alarms and document alarm fixes on key specific elements.

Successfully took part in the development and implementation of tools, processes, and procedures improving organizational efficiency companywide.

Contributed insights in spearheading automation efforts, as well as seeking and maximizing opportunities to automate key processes.

Verizon Wireless Southlake, TX 2005–2013

Engineer II 2011–2013

Progressively led the design, testing, configuration, and implementation of all Roamer Data interoperability projects for code division multiple access (CDMA) 1X/Enhanced Voice-Data Optimized (EVDO), LTE, and GSM.

Oversaw and monitored work orders on enterprise home agent and Verizon Wireless (VZW) private network.

Efficiently executed roamer translations in full support of Verizon and roaming partners’ network projects, including switch conversions, acquisitions, network designs, and new product deployment initiatives.

Initiated the tier-3 resolution of network troubles by proficiently identifying the root cause of issues encompassing the customers’ ability to roam and monitor through resolution.

Application Support Engineer 2008–2011

Established and cultivated professional working relationships with numerous vendors, which included Ericsson, Alcatel-Lucent, Motorola, Cisco, Starent Networks, and RealNetworks, Inc.

Provided expert leadership to project teams, which included network engineers, database managers, and other internal project staff.

Assisted in production and configuration implementation of applications.

Responsible maintenance, development and support of various applications.

Earned selection from the management for excellent technical and customer service acumen to support enterprise customers by accessing servers through the CDMA network

Played a significant role as member of the Long Term Evolution (LTE) Team in implementing tool identification and escalation procedures; determining and resolving network problems; and rendering technical support to coworkers and customers.

Wireless Data Technical Support; Project Lead Software Tester 2007–2008

Managed and coordinated the entire phases of software development and testing life cycle.

Functioned as direct liaison and point of contact to Project Management and Product Development teams in overseeing software testing initiatives; and effectively supervised coached a top-notch team of five employees.

Played a vital role in significantly delivering error-free applications and accurate software documentation companywide.

Wireless Data Technical Support Coordinator 2005–2007

Managed the installation and configuration of software and network components; solely monitored network performance; and oversaw security, upgrades, and capacity planning.

Remained up to date with the technical knowledge base by reporting and documenting recurring and new systems issues.

Substantially increased quality assurance (QA) levels by maintaining high levels of integrity in all issues resolved, as well as reporting critical issues to the QA Team.

Time Warner Cable Houston, TX

Technical Service Representative III 2004–2005

Rendered outstanding technical support and customer service aptitude in administering nationwide cable, digital phone, and high-speed Internet subscribers.

Assumed full accountability in training new hires in all related concerns; serving as point-of-contact technicians to colleagues; and proactively participating in all related administrative and technical meetings.

Established a reputation for continuously handling increasing responsibilities by earning fast-track promotion to a tier-3 role by successfully isolating and resolving technical issues companywide.

Education

Master of Business Administration: 2010 University of Phoenix, Arlington, TX

Bachelor of Arts in Management Information Systems: 2004 University of Oklahoma, Norman, OK

Professional Development

Cisco Systems, Inc.

Cisco Certified Network Associate (CCNA) Course Completion: 2010

Dallas County Community College

Project Management Program: 2012 VMware vSphere 5.1: 2011 Oracle 11g: PL/SQL: 2011 Cisco Switch/Troubleshooting Training: 2010

Tarrant County College District

Blackberry Desktop Support: 2005 Cisco Networking: 2010 VMware 4.5 Training: 2010 VMware 5.1 Training: 2011

Houston Community College

SAP Security Certification: 2006 SAP FICO Training: 2006

OSHA Online Training

Occupational Safety and Health Administration (OSHA) 30-Hour General Industry Outreach Training: 2013

Affiliations and Activities

Member Open Web Application Security Project (OWASP)

Chairman The Orlu Project

Member National Black MBA Association, INC

Member Black Student Association (BSA)

Participant FEDEX Bowl Championship Series Orange Bowl National Championship

Participant Sony PlayStation Bowl Championship Series Rose Bowl National Championship

Technical Acumen

Operating Systems and Platforms

Windows UNIX Linux Exchange Server NetWare

Tools

VPN, Remote Desktop Connection Webex Calling Remedy Ticket Management System Real Time Tool Multimedia Content Manager FusionOne NetGeo IRIS Agilent Citrix Packet Sniffer Wireshark Snort Metasploit Telnet PuTTY SSH Blackberry Desktop Manager

Databases

Oracle Microsoft Access VMware SQL

Protocols and Languages

Cisco Call Manager, Unity, and IP Communicator Blackberry Enterprise Support SMS and MMS SMTP, TCP/IP, and LDAP HL7 SS7 2G and 3G Cellular Aircards Code Division Multiple Access (CDMA) Java Visual Basic

Other Applications

Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint) Microsoft Visio

Microsoft Project Adobe Creative Suite ActiveSync AutoCAD Broad Cloud BroadWorks Sip Advantage Appia

Contact this candidate