Seasoned Senior Network Specialist well-versed in supporting users and troubleshooting common problems. Versatile professional bringing remarkable understanding of LAN and WAN infrastructure and resilient nature focused on finding root causes and making permanent improvements. Offering 17 years of experience working in high-pressure environments to address customer concerns and questions. Offering exemplary planning, project management and communication talents.
Skills
Network
Device Monitoring
Network Hardware and Software Maintenance
Customer Satisfaction
Video Conferencing
Local Area Network (LAN)
Wide Area Network (WAN)
CISCO Installations
Client Relationships
New Employee Training
Experience
04/2022 to Current
Sound Engineering Support SpecialistState Of Mississippi – Sunflower County, MS,
Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
Monitored systems in operation and quickly troubleshoot errors.
Closely monitored Mixing Soundboard equipment for functionality and efficiency based on diagrams, inspections and work reports.
Managed over 25 customer calls per day.
Maintained energy and enthusiasm in fast-paced environment.
Improved operations through consistent hard work and dedication.
Resolved problems, improved operations and provided exceptional service.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Developed and maintained courteous and effective working relationships.
Collaborated with team members to achieve target results.
Worked with other sound engineers, camera men and musicians to understand needs and provide excellent service.
Learned new skills and applied to weekly tasks to improve efficiency and productivity.
Demonstrated respect, friendliness and willingness to help wherever needed.
Participated in team-building activities to enhance working relationships.
05/2018 to Current
Online Streaming ProducerCommunity Church Of Iselin – City, STATE,
Coordinated with Pastor, singers and musicians to provide online content.
Developed project budgets and managed production costs.
Maintained project costs through careful budgeting and monitoring of expenditures.
Presented production ideas and determined creative scenarios for production and delivery.
Alleviated issues between Pastor and musicians to keep projects on track and avoid delays.
Directed live broadcasts and recordings or non-broadcast programming for public entertainment or education.
Conducted meetings with staff to discuss production progress and to attain production objectives.
Remained composed and highly professional in fast-paced and constantly changing environment, effectively handling challenging situations and difficult individuals to achieve objectives.
Supervised team of 5 during morning worship services and delivered effective directions to keep teams focused and responsive.
Identified and approved equipment and elements required for productions.
03/2001 to 05/2018
Senior Network SpecialistAT&T – City, STATE,
Troubleshoot and maintained networking devices and infrastructure across enterprise.
Identified and immediately resolved issues with network devices.
Communicated with vendors to resolve network outages and periods of reduced performance.
Managed technical projects associated with startup of domestic and international support centers (Kingstree, South Carolina; Perry County Kentucky; Manila Philippines; Kosice, Slovakia.
Provided analytical data through use of Power BI.
Provided training and support to teams abroad.
Managed teams abroad to ensure completion of various tasks and customer support.
Provided network support services for devices such as hubs, bridges, routers and other hardware.
Remotely analyzed and diagnosed complex network faults for corporate companies, recommending and implementing corrective measures.
Recommended options for disaster recovery and remote access security.
Initiated and managed network test facilities to verify network hardness and resilience.
Assisted with implementation and support of network monitoring tools.
Performed troubleshooting for Juniper, Cisco and packet analysis.
Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
Managed over 25 calls per day.
Managed, tracked and coordinated problem resolution and escalation processes.
Identified issues and implemented troubleshooting techniques to alleviate downtime and system failure.
Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Resolved problems, improved operations and provided exceptional service.
Actively listened to customers' requests, confirming full understanding before addressing concerns.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Maintained thorough understanding of local area and wide area networking and components.
Performed root cause analysis and general troubleshooting.
Collaborated with outside departments to implement system-wide improvements.
Removed malware, ransomware and other threats from laptops and desktop systems.
Presented regular briefings to superior officers, delivering details on missions and classified tactical information.
Initiated contact with vendors and built solid working relationships.
Education and Training
Expected in 06/2004 to to
Associate of Science: Information Technology DeVry University - North Brunswick, NJ, GPA:
Expected in to to
: DeVry University - North Brunswick, NJ, GPA:
Dean's List Summer 2018
Member of The National Society of Leadership and Success, Sigma Alpha Pi Spring 2020
Accomplishments
Consistently maintained high customer satisfaction ratings.
Enhanced customer satisfaction and retention by resolving network issues prior to the deadline.
Increased number of resolved job tickets by 25% over previous year.
Trained and led technical support teams of more than 20 support specialists.
Achieved effective training sessions for various teams to enhance productivity through effectively helping with providing analytical data to senior management in weekly meetings.
Collaborated with team of 20-25 in the development of Network Usage.
Achieved thought provoking and creative processes by completing coaching and productive management strategies with accuracy and efficiency.
Supervised team of 20-25 staff members.
Completed the Six Sigma (techniques and tools for process improvement) white and Yellow belt training.
Completed CISCO Router training presented by Structured Networks.
Completed coaching and productive management strategies.
Activities and Honors
AT&T- Services Success Award (Exceptional Technical Support, 2017)
AT&T- Services Success Award (Exceptional Technical Support, 2011)
AT&T- Commitment to Excellence Award (Exceptional Technical Support, 2009)
AT&T -AT&T IP Services Success Award (Exceptional Technical Support, 2001)
Health Tele-Management Services Technical Support-Achievement Award (Exceptional Technical Support, 1996)
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