Technical Support Project Management

I have a proven record of accomplishment implementing strategic initiatives that strengthen

performance with sustained, operational savings. Demonstrated success in working

with ambiguity, guiding organizational change initiatives to transform operations, leading and motivating teams to maximize productivity and inspiring a passion for excellence with a “make it happen” attitude.

Experience

INDEPENDENT CONTRACTOR [2021 - PRESENT]

Technical Support & Troubleshooting:

Provide front-line support to end-users for hardware, software, and network-related issues.

Diagnose and resolve technical problems related to desktops, laptops, printers, and peripherals.

Troubleshoot operating system issues, including Windows, macOS, and Linux environments.

Identify and resolve hardware failures (e.g., faulty hard drives, memory, or peripheral devices).

Installation & Configuration:

Set up and install desktop systems, laptops, software applications, and necessary peripherals.

Perform initial configuration of workstations, ensuring system compatibility and user access.

Install, update, and maintain antivirus software and system patches.

Configure and manage user profiles, software licenses, and permissions.

Software & Hardware Support:

Ensure the proper functioning of installed software and hardware, including desktop, laptop, and peripheral devices.

Collaborate with other IT teams for hardware replacements, upgrades, and configurations.

Perform periodic inventory checks of hardware and software assets.

AT&T - DIRECTOR NETWORK ENGINEERING AND PROJECT MANAGEMENT [1997 - 2021]

nManaged Service Delivery Engineering and Project Implementation for strategic Outsourced United States Federal Government Accounts (Federal Reserve Bank, Department of Justice, United States Courts, United Treasury, United States Department of Agriculture, Sysco Foods, Bank of America)

nManaged Router Services: Managed a large team of Lead Engineers with responsibilities for implementation/engineering of service level products such as Flexware, AVPN/EVPN managed services, MIS.

nResponsible for implementation of Desk Level Procedures. Working with internal development teams to ensure our Lead Engineers and Project Managers have the correct playbook.

nBuilding custom processes to ensure we effectively have a working model for custom Flexware deals that do not meet the standard service lines.

nPresales Engineering support for new customers both custom and Managed Router Services.

nMetLife: Managed Service Delivery Engineering. Multiyear contract with responsibilities that included full Engineering support onsite.

nCiticorp: Managed Service Delivery Engineering. Multiyear contract with responsibilities for transforming 1,150 sites across 65 countries in 16 months to transform 13 disparate legacy networks into an integrated routed global data network.

nMerrill Lynch: Managed Service Delivery Engineering. Responsible for managing all aspects of Engineering and project management in support of the deployment of leading-edge network for Merrill Lynch’s 650 retail branches nationwide including the network design/architecture, project management, procurement of equipment and circuits, installation, and lifecycle move-add-change management.

nCreated the Center of Excellence for large-scale data and voice network deployments for AT&T Solutions Global Fortune 1000 outsourcing client base. Some key clients General Motors, Sun Micro Systems, Delphi, Acer and IBM. Responsible for the Network Transformation as well as client interface.

Phoenix Communication Group - Network Engineer [August 1996-August 1997]

nResponsible for all Design and Implementation of Frame-Relay Networks for outsourcing clients for AT&T Solutions.

nProvided Vendor management related to installation of equipment.

nProvided detailed technical specifications, network topography diagrams.

nProvided tier 2 and 3 supports for the AT&T work centers.

Rhone-Poulenc Rorer – Network Engineer [March 1993 - August 1996]

nProvided Wide Area Network support for all Rhone Poulenc external locations and data centers.

nProvided Vendor management related to installation of equipment.

nProvided detailed design and managed the Frame-Relay network.

nProvided detailed technical specifications, network topography diagrams.

nResponsible for maintaining maintenance contracts for the Rorer network.

n24/7 Network Support and coverage.

British Telecom – Communication Specialist [Nov1991 - March 1993]

nManaged large clients on the Tymnet Network

nProvided Network Engineering support and implementations to Fortune 500 firms globally.

nProvided pre-sales technical support and design recommendations.

nProvided post-sales customer training and education on the Tymnet Network.

nTier 2 support for the Global Network Command Centers.

Education

DeVry University [1989-1991]

Bachelor of Science, Telecommunication Management

Fort Gordon Signal School [1985-1985]

Certificate Telecommunications Center Operations, Telecommunications Management

Perth Amboy High School [1980-1984]

High School Diploma

Skills

• Transformation & Change Leadership

• Vendor Negotiations & Supply Chain Management

• Cost Reduction with Quality Improvement

• Complex Global Project Management

• Strategic Business Planning & Execution

• Large Team Operations Management

• Process Re-engineering

• Client Outsourcing Engagement Management

UNITED STATES ARMY VETERAN [1985-1994]

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