Technical Support

**** ********** **. #***

Fairfax VA *****

l63osd@r.postjobfree.com

LOU NELSON 703-***-****

OBJECTIVE:

Obtain a challenging position that will utilize my skills, knowledge and experience, which can provide opportunity for professional growth and development.

WORK EXPERIENCE:

Orpheus Communications 04/09 - Present

Audiovisual Specialist

• Performed the setup, testing, operation and tear down of audiovisual (AV) equipment; (video data projection systems, computers’ audio and videoconference equipment, microphones and audio systems

• Installed and designed audiovisual systems for facilities such as conference rooms, video teleconference rooms, presentation rooms, training facilities, command centers, network operation centers, and theaters

• Performed calibration of video and audio equipment to include, projectors, display walls and audio matrix mixers and voice reinforcement systems

• Managed, test, configured, and troubleshoot both IP and ISDN networks in support of videoconferencing and A/V equipment

• Provided product research, design and engineering required to produce documentation for installation of audiovisual systems

• Analyzed requirements for audio/video and multimedia/web conferencing technologies and services, and recommends preferred solutions to IT management

• Performed local and remote trouble shooting of both AV and Video Conferencing systems at multiple locations

• Coordinated training and maintained training materials, updated curriculum/materials as necessary due to changes in company needs/procedures and/or software upgrades

Tandberg 04/06 – 04/09

Lead TAC Engineer

• Provided real time trouble shooting of Tandberg infrastructure products (VCS, Gatekeeper, Border Controller, Multipoint Control Unit-MCU, Codian MSE 8000, and Media Processing System-MPS) through analysis, notification, trending of faults and escalations

• Provided videoconferencing support and general AV support for Tandberg partners and customers, to include set up & test videoconferencing connection with new outside meeting participants

• Assisted end-users in identifying and solving problems related to computers, hardware, software and other related items via telephone and email

• Managed the installation, operation, maintenance, and management of video communications systems and associated equipment (e.g. VTC, codec, video streaming, TMS etc.)

• Provided technical software, hardware and network problem resolution

• Coordinated with local and regional office staff on scheduling and monitoring or point-to-point, multipoint, and ad-hoc video conferences over IP and ISDN

• Administered processing for both Windows XP and Windows 2003 workstations

Segovia Global IP Services 03/04 – 02/06

NOSC Supervisor

• Provided day-to-day operational guidance to staff of the Network Operations Department. Principal duties include, but are not limited to, task scheduling and assignment, workload leveling, project management, and staff performance evaluation.

• Provided high level subject-matter-expertise regarding planning, technical architectures, models and standards (process) to both the Business and IT organizations

• Monitored, analyzed and reported on all data circuits within the company, and responded to customer needs through recommendations and technical assistance

• Managed, lead and participated in the design and execution of vulnerability assessments, penetration tests and security audits

• Maintained, developed, implemented and monitored IT policies and controls to ensure data accuracy, security, and legal regulatory compliance

• Recommended and developed plans for systems development and operations, hardware and software purchases, budgets and staffing

• Assisted in the design and implementation of network architectures, including MPLS, LANs/WANs, LAN internetworking, and connections with the WAN environment.

• Conceived, created and maintained electronic spreadsheets and databases for mathematical analysis of call volume

• Utilized Remedy, Magic and Bridge Trak trouble system to document and track resolution and closure of all escalated tickets

AT&T 07/01 – 03/04

VOIP Engineer

• Implemented a technology that combined traditional TDM with new VOIP technology to deliver synchronous digital circuits transparently over IP networks

• Monitored architecture for a fast-track design and rollout of an integrated multi-service I/CLEC offering using ATM to provide VOIP, Internet access, DS3, DS1, PRI ISDN offload, and POTS voice services

• Performed network modeling and simulation to diagnose application performance problems and validate changes to the server and router configurations, to plan for growth and high availability

• Resolved technical problems pertaining to the configuration, support, use and limitations of various protocols such as TCP/IP, X.25, BGP and ATM

• Provided heavy hands-on configuration, troubleshoot, and research product and critical architectural issues for service provider and large enterprise networks

• Prepared and conducted training for colleagues and clients groups on key technologies, Internet routing protocols, ATM, VOIP and other emerging technology areas

Option One 11/99-4/02

Network Technician

• Resolved tickets that due to unusual circumstances fall out of normal troubleshooting procedures

• Provided protocol trouble shooting for (Frame Relay, ATM, VOIP and DSL), up to and including OC3 circuits

• Implemented IP routing and name resolution services such as DHCP, WINS, TCP/IP and DNS

• Performed trouble shooting on DSL lines (distance factor, pair gains, load coils, bridge taps

• Provided experience based coaching, remote assistance and troubleshooting to Covad Field Service Technicians (FST) on CPE (Modem) configuration

• Monitored / trouble-shoot LAN/WAN traffic, hardware & protocol to provide proactive problem solving on issues with the Network.

• Performed data packet analysis using Bert test equipment of Sun Solaris system, to further continuity of traffic on xDSL circuit.

• Tracked packet-loss issues (network congestion, slow throughput) and problems with customer’s usage statistics (CPE Device, router configurations).

• Coordinated remote circuit testing and MLT/loop testing of client loops in accordance with ILEC coordinated installs

Computer Based Systems Inc. 10/98 – 11/99

Service Technician

• Resolved client’s questions or problems over the telephone in a majority of product areas including installation/set-up, systems administration, product configuration and functionality

• Created, edited, and deleted electronic mail (Outlook 97/00) and network systems

(Windows NT) user accounts

• Assisted with asset management (hardware, software, and configuration)

• Accomplished PC installation, relocation, and removal where appropriate

• Installed NIC cards, modems, motherboards, floppy drives, and video cards

• Maintained call-tracking database with status of problem resolutions and issues database

U.S. Army 01/93 - 05/97

Supervisor Logistics Technician

• Managed and coordinated a supply team responsible for the overall operation support for a U.S. Army Property Book Office (PBO)

• Determined vendor selection based on cost analyst and negotiations for best pricing, delivery and other agreements

• Provided operations support for a U.S. Army supply management information system (SARRS-1), requisition, receipt, storage, inventory, and distribution of supplies and equipment located at a government facility

• Supervised the automated preparation of orders, reports and inventories of all data processing equipment

• Provided technical assistance and support to U. S. Army Non-commissioned Academy using the ULLS and SAMS information system

• Gathered, analyzed, edited, and prepared Configuration Data Management (CDM) in accordance with Army standards and requirement specifications

• Developed plans for phase out, alternative use, or auction of obsolete equipment

EDUCATION:

Strayer University, B.S. – Computer Information Systems

KEI Advanced Training Center – A+ Certification

CISSP currently taking course

Tandberg Management Suite -TCTMS

Tandberg Certified Technical Expert – TCTE

References: Available upon request

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