Manager Service

DAPHYNE JACKSON-REED

**** ********** ***** • Lancaster, Texas 75135 • Tel: 469-***-**** • **********@*******.***

PROFILE

Network Engineer • Technical Team Manager • Implementation Manager

Network Communications Professional with more than 10 years of successful, progressively responsible experience in information technology and management support for WANs and LANs.

Possess broad knowledge and comprehensive insight into identifying and analyzing trends and initiating proactive measures to prevent network outages. Highly regarded for achievements in producing projects that are both usable and scalable. Collaborative leader who understands how the interrelationships of departments within the organization work towards bringing desirable results.

Diagnoses & Resolutions • Software & Hardware • Operating Systems • Network Platforms

Mainframe Applications • WAN • LAN • Help Desk • Network Administration

Process Improvement • Technical Support • Training • Client Relations

PROFESSIONAL EXPERIENCE

AFFILIATED COMPUTER SERVICES – ? JANUARY 2004–NOVEMBER 2010

ACS, a Xerox company, is a global leader in business process and IT services.

Information Manager / Shift Supervisor, Escalations

Identified, diagnosed, documented, tracked, and resolved problems, collaborating with other departments as needed. Analyzed network outages to identify trends. Monitored and responded to network alarms. Located, tested, and repaired routine network equipment breakdowns. Administered configuration and fault management for platforms in the ACS network, including Cisco routers, Frame Relay Access Devices (FACAL RADS), and US Robotics modems. Provided technical service support to Commercial and Global customers’ software. Directed work and addressed and resolved problems while managing customer’s wide area networks (WAN). Diagnosed and resolved local and long distance digital DSO, T1 point-to-point, frame relays, and analog circuits for local exchange carriers. Performed such routing protocols as BGP, RIP, EIGRP and IGRP, and TPC/IP. Collaborated with Telcom Accounts CRMs to escalation critical outage resolutions and requested formal reason for outage statements that documents outages for customers. Supported VoIP, VPN, UUNET for existing and new network technologies.

• Implemented a peer-to-peer turnover process that eliminated rework, reducing employer’s costs.

• Collaborated on a service restoration that saved $? in a SLA fine.

• Received a Letter of Accomplishment for assisting in the escalation and resolutions of major outages.

• Provided technical service support to Commercial and Global customers’ software

• Trained employees in usage of new and existing platforms and applications

MCI – PLANO, TEXAS JANUARY 2000–NOVEMBER 2004

MCI is a business and residential communications company that operates in more than 65 countries.

Network Communication Tech

Specialized in troubleshooting Cisco routers and testing digital integrated circuits for integrated systems in an Advance Network Solution Center. Provided technical service support and collaborated with other departments in resolving issues with customers’ software. Directed configuration and fault management for platforms in the EDS/MCI network, including Cisco routers, RACAL FRADS, US Robotics modems, RACAL modems, Verilink CSUs, and Nortel Passport ATM nodes. Performed operational functions, such as database backups and routine maintenance of hardware and software. Tested and diagnosed MCI digital local and long distance, frame relays, and analog circuits during outages and turn-up activities. Performed operational, monitoring, and troubleshooting functions for the EDS SNA/EMG digital and voice network and the EDS Backbone network. Diagnosed problems in the functions of the EDS WAN with an emphasis in Cisco routing protocols. Implemented IOS upgrades and changes. Trained employees in usage of new and existing platforms and applications.

ELECTRONIC DATA SYSTEMS – PLANO, TEXAS JUNE 1992–JANUARY 2000

EDS, now a division of HP, established the information technology outsourcing industry.

Advance Computer Operator

Performed operational, monitoring, and troubleshooting functions for the EDS Mainframe operation. Implemented scheduled changes on the IBM Mainframe by performing IPLs. Created software changes, upgrades, and documentation to satisfy customer requests. Worked with job scheduling projects.

EDUCATION

TEXAS WOMAN’S UNIVERSITY B.S. IN COMPUTER SCIENCE, 1991

OTHER EDUCATION & TRAINING

Geotel: Cisco Routing and Troubleshooting • EDS: Operation Development Program

MCI CBT: ISDN Connections, Cisco TCP/IP Internetworking, and Private IP

TECHNICAL SKILLS

Software & Operating Systems: HP Openview, CiscoWorks, REACT2001, Mecca, Netpro, ITS, CASCADE/SIERRA FRAMESWITCH, TCOMS Envisage, NaviScore, ETMS, Scopus, Microsoft Windows NT/200, MS Office 98/2000, Microsoft Office Suite, Netview, Netgraph, Netspy, PeopleSoft CRM V8.0 Remdy/Vantive Ticketing System, NMT, F&E, Remdy, Service Center Ticketing System.

Microsoft Active Directory, DHCP, DNS, SMNP, TCP/IP, UDP, VPN Firewall, HyperTerminal

Network Platforms: Zeus, Apollo, Nortel ATM Passport, IDNX Mutlti-Service Access Nodes, Hermes, SNA, Racal-Datacom Network Manager CMS400, New Bridge, and Terantella, Support VoIP, VPN, Novell Networks, ATM, MPLS, FRAME RELAY, SONET,

Hardware: ALCTEL 1630–1631 NARROWBAND DACS, Titan 5550 WIDEBAND DACS, Cisco 2600, 3600, and 7200 Routers, Hubs, Switches, Tiger FRADS, RACAL Modems, US Robotics Modems, Haynes Modems, and GDC/TMS Multiplexers. Desktops, Laptops, Printers, Backup Tapes, 3584 IBM Silo Back Up Drives. Ethernet Cat5 Cables, RJ45 Cables, Rollover and Straight Through Cables, Racks, IBM SILO BACKUP TAPE DRIVE.

Mainframe Applications: JES, MVS, Netview, Netgraph, Netspy, TSO, CA7/11, and CONTROL M/R

CERTIFICATIONS

Hekimian REACT2001 Circuit Testing, 2001 • ITS, Version 4.4, 2001 • Situation Manager, 2010

COMMUNITY INVOLVEMENT

Race for the Cure, Project Leader • Half & Full Marathons to Benefit Cancer Patient, Participant

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