Service Engineer

• Oct 2013 - Present

Manager

• Oct 2013 - Present

IT Technician

• Jun 2009 - Oct 2013

List of accomplishments: • Oversaw 24/7 operations for the Milton and Pensacola Call Centers (500 employees) including maintaining network connectivity, computers, phones, printers, WAPs, etc • Single point of contact for on-call and remote support for Milton and Pensacola Call Centers • Managed a team of 3 Desktop Support Technicians including delegating inbound tickets for the Clearwire enterprise using ServiceNow • Trained team members on transitioning to ServiceNow from… Show more List of accomplishments: • Oversaw 24/7 operations for the Milton and Pensacola Call Centers (500 employees) including maintaining network connectivity, computers, phones, printers, WAPs, etc • Single point of contact for on-call and remote support for Milton and Pensacola Call Centers • Managed a team of 3 Desktop Support Technicians including delegating inbound tickets for the Clearwire enterprise using ServiceNow • Trained team members on transitioning to ServiceNow from previous ticketing system • Helped build an enterprise-level Service Desk from the ground up • Received “Clearly Awesome Award” in December 2012 Spearheaded several special projects including: • Migrated 500 computers from Windows XP to Windows 7 using Windows Deployment Server in Milton Call Center • Moved all computers and servers from Milton to Pensacola Call Center • Migrated 100 computers from Windows 7 to Windows 8 using SCCM 2012 in Pensacola Call Center • Created Lync Integrated Video Experience in Pensacola connecting Lync to video endpoints across the country • Facilitated all-employee meetings every quarter, including audio and video wormholes to offices in Herndon, VA and Kirkland, WA • Engineered desktop client to act as Lync video bridge allowing virtual meetings utilizing Lync end client, virtual meeting rooms, Cisco Telepresence units Show less List of accomplishments: • Oversaw 24/7 operations for the Milton and Pensacola Call Centers (500 employees) including maintaining network connectivity, computers, phones, printers, WAPs, etc • Single point of contact for on-call and remote support for Milton and Pensacola Call Centers • Managed a team of 3 Desktop Support Technicians including delegating inbound tickets for the Clearwire enterprise using ServiceNow • Trained team members on transitioning to ServiceNow from… Show more List of accomplishments: • Oversaw 24/7 operations for the Milton and Pensacola Call Centers (500 employees) including maintaining network connectivity, computers, phones, printers, WAPs, etc • Single point of contact for on-call and remote support for Milton and Pensacola Call Centers • Managed a team of 3 Desktop Support Technicians including delegating inbound tickets for the Clearwire enterprise using ServiceNow • Trained team members on transitioning to ServiceNow from previous ticketing system • Helped build an enterprise-level Service Desk from the ground up • Received “Clearly Awesome Award” in December 2012 Spearheaded several special projects including: • Migrated 500 computers from Windows XP to Windows 7 using Windows Deployment Server in Milton Call Center • Moved all computers and servers from Milton to Pensacola Call Center • Migrated 100 computers from Windows 7 to Windows 8 using SCCM 2012 in Pensacola Call Center • Created Lync Integrated Video Experience in Pensacola connecting Lync to video endpoints across the country • Facilitated all-employee meetings every quarter, including audio and video wormholes to offices in Herndon, VA and Kirkland, WA • Engineered desktop client to act as Lync video bridge allowing virtual meetings utilizing Lync end client, virtual meeting rooms, Cisco Telepresence units Show less

IT Systems Specialist

• 2006 - 2009

• Administered Windows 2003/2008 Servers/Clients and network • Installed servers and deploying network services to client PCs running Windows XP Professional and Windows Vista • Created user/email accounts using Active Directory and Microsoft Exchange/Outlook • Maintained networks by troubleshooting connectivity issues, hardware problems, changing permissions, installing new drivers, etc • Used in-house ticketing system to keep track of current jobs/projects • Setup Remote… Show more • Administered Windows 2003/2008 Servers/Clients and network • Installed servers and deploying network services to client PCs running Windows XP Professional and Windows Vista • Created user/email accounts using Active Directory and Microsoft Exchange/Outlook • Maintained networks by troubleshooting connectivity issues, hardware problems, changing permissions, installing new drivers, etc • Used in-house ticketing system to keep track of current jobs/projects • Setup Remote Desktop for remote administration • Assisted customers with issues at the desktop level such as network cards not functioning, TCP/IP issues, removing viruses/spyware, copying user profiles for efficient local PC-to-domain transitions • Corrected cabling issues including patch panels, jacks and RJ-45 connectors, wireless access points, etc • Troubleshot phone systems, voicemail, phone lines, etc • Installed security cameras and providing the customer with access over the Internet Show less • Administered Windows 2003/2008 Servers/Clients and network • Installed servers and deploying network services to client PCs running Windows XP Professional and Windows Vista • Created user/email accounts using Active Directory and Microsoft Exchange/Outlook • Maintained networks by troubleshooting connectivity issues, hardware problems, changing permissions, installing new drivers, etc • Used in-house ticketing system to keep track of current jobs/projects • Setup Remote… Show more • Administered Windows 2003/2008 Servers/Clients and network • Installed servers and deploying network services to client PCs running Windows XP Professional and Windows Vista • Created user/email accounts using Active Directory and Microsoft Exchange/Outlook • Maintained networks by troubleshooting connectivity issues, hardware problems, changing permissions, installing new drivers, etc • Used in-house ticketing system to keep track of current jobs/projects • Setup Remote Desktop for remote administration • Assisted customers with issues at the desktop level such as network cards not functioning, TCP/IP issues, removing viruses/spyware, copying user profiles for efficient local PC-to-domain transitions • Corrected cabling issues including patch panels, jacks and RJ-45 connectors, wireless access points, etc • Troubleshot phone systems, voicemail, phone lines, etc • Installed security cameras and providing the customer with access over the Internet Show less

Network Analyst, Tier 2.5

• 2003 - 2006

• Assisted technicians with installs and trouble calls over the phone • Coordinated with Network Operations Center for Mediacom Southern and Midwest Divisions • Tested new cable modem hardware prior to customer rollout • Used in-house ticketing system to keep track of jobs/projects • Interface with Cisco Universal Broadband Routers to assess outage information as well as cable modem signal levels • Verified and approved maintenance (planned/unplanned) schedules • Notified and… Show more • Assisted technicians with installs and trouble calls over the phone • Coordinated with Network Operations Center for Mediacom Southern and Midwest Divisions • Tested new cable modem hardware prior to customer rollout • Used in-house ticketing system to keep track of jobs/projects • Interface with Cisco Universal Broadband Routers to assess outage information as well as cable modem signal levels • Verified and approved maintenance (planned/unplanned) schedules • Notified and corrected customers who are blocked due to spam/abuse issues • Troubleshot telephony issues including no dial-tone, intermittent dial-tone, quality issues, etc • Coordinated with Sprint Customer Resource Center to discuss telephony order-entry issues, features issues, and phone number provisioning, porting, and activation. Show less • Assisted technicians with installs and trouble calls over the phone • Coordinated with Network Operations Center for Mediacom Southern and Midwest Divisions • Tested new cable modem hardware prior to customer rollout • Used in-house ticketing system to keep track of jobs/projects • Interface with Cisco Universal Broadband Routers to assess outage information as well as cable modem signal levels • Verified and approved maintenance (planned/unplanned) schedules • Notified and… Show more • Assisted technicians with installs and trouble calls over the phone • Coordinated with Network Operations Center for Mediacom Southern and Midwest Divisions • Tested new cable modem hardware prior to customer rollout • Used in-house ticketing system to keep track of jobs/projects • Interface with Cisco Universal Broadband Routers to assess outage information as well as cable modem signal levels • Verified and approved maintenance (planned/unplanned) schedules • Notified and corrected customers who are blocked due to spam/abuse issues • Troubleshot telephony issues including no dial-tone, intermittent dial-tone, quality issues, etc • Coordinated with Sprint Customer Resource Center to discuss telephony order-entry issues, features issues, and phone number provisioning, porting, and activation. Show less