17235 Kiowa River Ln., Houston, TX 77095
~ Creative, Information Technology Professional ~
Networks & Desktop * Diverse Software * Diverse Industry Experience
PROFILE: Creative, solutions-oriented Electrical Engineer with 4 years of experience designing, building, and monitoring enterprise networks. Excels at maximizing potential within given constraints to provide best of breed solutions.
STATEMENT OF PURPOSE: Leverage almost 10 years of progressive career movement within diverse industries along with an E.E. degree into a challenging position as I.T. Manager for a business services leader in the greater Houston, Texas area.
HIGHLIGHTS OF QUALIFICATIONS
SIGNIFICANT PROFESSIONAL SUCCESSES
CREATED a training lab to simulate a multi-continental network along with the NetQoS products to monitor the simulated network. This also involved using VMWare-hosting solutions and GNS3 Network hardware simulations.
BUILT Supervisor's Toolkit, an MS Access-based application that delivered 90% of the most used tools to the Escalation Supervisors: Time Sheets, for letters, fax-from-pc, screen-scraping and data extraction, loan amortization calculators, et al.
REDESIGNED the materials utilized by all Consultants to present training to customers. This involved an overhaul of the PowerPoint presentations as well as updating the majority of the animations used to explain complex concepts.
INSTALLED, CONFIGURED and ADMINISTERED the Open Source Ticket Request System (OTRS). This ticketing system is now utilized by seven different groups within the I.T. Department facilitating customer issue-resolution while maintaining communication and auditing abilities on all issues.
AWARDED Consultant of the Year in 2008; cited for contributions in excellence for customer service, consistently high customer satisfaction ratings and extreme dedication to customer needs.
Bachelor of Science; Electrical Engineering - Louisiana Tech University, Ruston, LA
Ø Implement, configure, troubleshoot, and interpret I.T. resource performance as dictated by enterprise I.T. as well as BlackBerry® I.T.
Ø Evaluate and document product functionality of Service Assurance tools according to customer business needs.
Ø Upgrade and maintain staging and production IT monitoring tools in accordance with enterprise change management requirements.
Ø Create custom data collection, reports, and notifications for 3rd party hardware and software.
Ø Design, implement, monitor, and troubleshoot the enterprise network for performance optimization and service availability; align I.T. resources to business needs.
Ø Monitor enterprise I.T. resources for performance degradation. Recommend and manage changes to improve service availability and performance.
Ø Maintain monitoring software for automatic alarming. Research and drive projects and changes to shift I.T. systems to support business needs.
Technical Consultant, 2008 - 2009
Ø Charged with implementing technology to decrease the on-boarding time of new employees.
Ø Designed and built the next generation training lab in accordance with training department needs.
Ø Maximized customer potential by authoring best practices and training material. Creation of collegiate-level papers detailing expertise in network performance monitoring. Developed best practices documentation on a regular schedule.
Ø Created fully automated training lab reset procedures and managed the lab resets.
Networking Consultant, 2006 - 2008
Ø In charge of increasing customer capabilities to ensure maintenance renewals and future purchases.
Ø Conducted week-long training sessions with customers. Engaged to highly customize training based on customer environments and business needs.
Ø Analyzed customer environments and drew business needs from stakeholders in order to customize and conduct on premise training.
Product Support Specialist, 2006 - 2006
Ø In charge of resolving customer issues to ensure maintenance renewal and future purchases.
Ø Solved problems with NetQoS products in less than 2 hours. Charged with becoming the subject matter expert for and disseminating troubleshooting methods for newly acquired products.
Ø Fielded incoming customer requests. Provided customer service for upgrades, installations, and customizations.
Ø In charge of pacifying and servicing escalated customer requests. Approached by management to create applications to streamline time management and customer paperwork requests.
Ø Fielded calls from disgruntled customers regarding their home mortgage accounts. Charged with decreasing weekly supervisory paperwork time and creating applications that prevent the need to put the customer on-hold while completing paperwork.
Ø Conducted analyses of current situations and built plug-ins for an application to preclude the need to put the customer on hold. Serviced escalated customer requests.