HarlowDawnrResume

DAWN HARLOW

*** ***** **** ******

Bellingham, MA 02019

508-***-**** ******@*****.***

OBJECTIVE

Network Analyst

SUMMARY OF QUALIFICATIONS

• Communicated with customers, sales staff, and marketing staff to determine customer needs.

• Designed, built, and operated equipment configuration prototypes, including network hardware, software, servers, and server operation systems.

• Developed conceptual, logical, and physical network designs.

• Participated in network technology upgrade or expansion projects, including installation of hardware and software and integration testing.

• Prepared detailed network specifications, including diagrams, charts, equipment configurations, and recommended technologies.

• Coordinated installation of new equipment and estimated time and materials needed to complete projects. Via management and change control.

• Designed, organized, and delivered product awareness, skills transfer, and product education sessions for staff and suppliers.

• Developed plans/Project Management and budgets for network equipment replacement.

• Prepared and designed presentations and proposals for staff and customers.

PROFESSIONAL EXPERIENCE

WSI CORP, Andover, MA 1990 – 2008

Telecommunications Analyst 2000 – 2008

Senior Datacom Specialist 1998 – 2000

Communications Specialist 1990 – 1997

• Developed project management goals and objectives by using change management while advising Contractors in developing, configuring, installing the Cisco VOIP Servers/phones/IP Communicator In the US and UK office which cut costs by $12,000.

• Maintained the Call Manager Publisher/Subscriber, Call Center (IPCC) and Unity Connection including the auto-attendant and Call Manager express.

• Designed and implemented changes to the call center script for the Customer Service Queues, saving contracting costs of $5,000.

• Implemented Monitoring and Recording for the CSR department.

• Developed documentation for VOIP training and conducted the training.

• Developed and published help files on intranet/internal wiki for easy access to employees.

• Maintained Cisco Smartnet agreements and documentation of s/n’s for easier access to help and repair.

• Communicated with vendors (Sprint, MCI, AT&T and various other local providers) to get quotes and place orders/cancellations for lines (T1’s, T3’s, POTs) and hardware.

• Setup and maintained office needs – toll free numbers, conference call and Webex accounts, efax, pagers, mobile phones.

• Performed account management activities and resolved billing issues.

• Maintained the Avaya/AT&T/Lucent Definity G3i PBX, created and modified the phones for users and customer service ACD and hunt groups.

• Maintained the Octel Serenade 200 Voicemail system for over 200 personnel.

• Coordinated company move project of the phone and voicemail system.

• Installed and maintained call accounting software, Tapit, and ran monthly reports.

• Developed and documented a disaster recovery plan for various voice disaster scenarios.

• Developed and maintained a WAN of over 200 Frame Relay and x.25 lines using Motorola and Cisco hardware with Sprint as the vendor.

• Coordinated and maintained LAN/WAN requirements using Cisco routers, switches (IOS and CATos).

DAWN HARLOW PAGE TWO

WSI CORP (continued)

• Coordinated Security changes for ACS Radius (Downloadable ACL’s) and Firewalls (Cisco PIX and ASA using CLI and ASDM).

• Maintained site to site VPN connections and remote access (Cisco VPN client and Citrix with RSA tokens).

• Coordinated with customer service on customer issues and trouble tickets, and provided status.

• Monitored, maintained and analyzed network using, Kiwi CatTools, Kiwi Syslog, What’sUpGold, Nessus, Observer Analyzer and other tools as appropriate, including Microsoft Office Applications.

• Standardized cabling and configurations and implemented test procedures which cut costs on the length of installation trips and reduced network outage time.

• Conducted an audit of access lines and bills, identified over billing Issues and missed line cancellations which saved the company over $100,000/yr.

• Consolidated hardware to improve throughput and supportability.

NEW ENGLAND TELEPHONE, Boston, MA 1988 – 1990

Central Office Technician

• Worked on three central office switches including 1A, DMS, and 5E.

• Solved problems on copper and fiber optic cables.

• Wired Main distribution frames.

EDUCATION

AAS, Electronic Systems Technology, Community College of the Air Force

MILITARY SERVICE

Air National Guard and Active Duty United States Air Force, Telecommunication Systems Controller

Honorable Discharge, Highest Rank E-5/Staff Sergeant

SECURITY CLEARANCE

Inactive Military: Top Secret and Inactive Commercial: Secret

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