Ambitious, results-oriented IT professional with extensive and diverse experience with infrastructure, technical support and networking in the industries of banking, education and healthcare. Professional expertise includes troubleshooting, network operations and network management
Strategy and Planning
Along with third party vendors, collaborated and assisted with the
upgrading of WLAN infrastructure for the Flint area high school
campuses.
Assisted with developing and drafting a school wide technology plan
which focused on a robust acceptable usage policy, improved
security, LAN/WAN management, disaster recovery planning and
media management.
Project Management
Collaborated with several small organizations in identifying and
addressing technical issues, recommending upgrades, hardware
refreshes. Serving as the point of contact in resolving issues, hardware
and software upgrades.
IT Training
Successfully trained staff members and residential customers on using
various educational technologies and applications.
Successfully developed a basic troubleshooting tip sheet for staff
members to utilize for minor technical issues.
Help Desk Support
Reduced technical escalations to supervisors by 95% to only 2 per day.
Due in part to strong technical knowledge, resolution knowledge,
superior phone skills, walking the customer through the issue.
Technical Support
Managed over 2000+ end users in both a global and domestic
environment; performing first, second and third level technical support,
ranging from hardware repair to software upgrades.
Network Support
As the field technician managing 10 Flint high and elementary school
campuses; acted as first point of contact for all major technical issues,
including power outages, system failures and disaster recovery.
Successfully collaborated with Project Engineers, DTAC's, local TELCO
with planning, documenting, T1 circuit migration and turn-ups. Testing,
troubleshooting and resolving minor network instabilities.
Operating Systems and Servers
Network Protocols
Network Hardware
Desktop Software and Suites
Technical Skills
Incumbent local organization providing base level technical support to Small Businesses, Residential and Ministries in the Flint Area.
Hardware/software troubleshooting and repair.
Set up, configure wireless routers and networks.
Set up, installing and managing PC's and laptops
Providing training to customers to gain an basic knowledge of their
technology.
Managed day to day operations for ten Flint campuses with 1000+ end users, providing superior technical support to students and staff.
Analyzed and resolved complex network issues.
Hardware/Software/Media troubleshooting and resolution.
Network deployment, configuration and troubleshooting.
Worked with vendors in deploying wireless infrastructure.
PC/Laptop repair and imaging.
iPad, Blackberry, E-mail configuring and troubleshooting.
Provided first level support to Fortis College in Cincinnati and Dayton, Ohio.
Managed and provided system, application, network analysis, troubleshooting and resolution for campus networks and hardware.
Responsible for performing a hardware refresh, upgrading analog phones to Cisco VoIP for Huntington National Banks main centers in the Columbus, Ohio region.
Configured, deployed and set up Cisco VoIP phones for 5000+ end users.
Performed network troubleshooting and resolution including keystone
repair, Cat-5 cabling, investigating Cisco PoE switch working with
Project Managers in locating all dead ports and drops and performing turn-ups.
Responsible for migrating network and circuits, working with on-site DTAC's during the JPMC/Washington Mutual merger:
Remotely worked with on-site personnel on nightly circuit migrations in
Florida, Oregon, Arizona, California and Washington.
Analyzed, supported, resolved any technical issues involving degrading
DS1 circuits.
Developed Visio flowcharts for all network documentation and updates
Responsible for the migration of network printers for various pharmacies in the Omnicare network.
Migrated Class I, II, III and IV print servers
Performed software troubleshooting
Reconfigured Cisco switches for delivery to sites for upgrading and scalability.
Active directory account management, adding, removing or modifying
user accounts, deleting AD forests that were obsolete.
Modified and managed e-mail accounts.
Monitored day to day global operations analyzing, troubleshooting, resolving complex networks, MPLS, IPVPN, MLPPP and DSL issues.
Analyzed, troubleshot, resolved degraded circuits, hardware failure, network outages; working with on-site technician and engineers, compiling head to head testing, monitoring router uptime, and line errors Creating, documenting, tracking, closing open tickets.
Providing incident management, handling incoming calls, e-mails.
Provided site consultation
Performed hardware and software troubleshooting and resolution;
including hardware refreshes and imaging
Deploying Firewall rules utilizing SonicWall
Windows Administration, managing Windows 2003. Deploying Group
Policies, managing AD forests and OU's
Assisted in configuring and deploying network updates, patches and
security, providing weekly backups
Assisted w/ drafting, developing and implementing a school wide IT plan
and AUP policy in conjunction with the requirements of the State of
Ohio
Created technology budget, managed vendor accounts
Managed and maintained all media resources
Served as point of contact, managing day to day technical matters. Managing two charter school campuses in Flint and Saginaw, Michigan
Performed hardware and software troubleshooting and resolution;
including hardware refreshes and imaging
Windows Administration, managing Windows NT, 2000 and 2003.
Deploying Group Policies, managing AD forests and OU's
Assisted in configuring and deploying network updates, patches and
security, providing weekly backups
Managed and maintained LAN running on three switches
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School Attended
Job Titles Held:
Degrees
