Directed and managed the delivery of support services for a team of 15 dedicated professionalsDeveloped and implemented innovative strategies to enhance customer service performanceManaged customer service escalations and complaintsDepartment budgeting and resource allocationDeveloped and maintained positive relationships with customers and key stakeholdersCommunicate to customers and provide problem resolution required to meet SLAManaged datacenter decommissions, de-installs, installs, moves, add, and changes

Managed team response to service calls/tickets for storage, server, networking, and tape libraryhardware issuesTravel to datacenters for onsite maintenance of routers/switches, servers, storage devicesCommunicate to customers and provide problem resolution required to meet SLAManage logistics for shipping of parts to limit system downtimeManaged user accounts and shared accounts on the network and applications/case managementsystemsInstall and maintain workstation and office automation configurations and softwareTroubleshoot network problems, provided end-user support remotely and via telephoneAssisted in managing network resources, including routers/switches, servers, PCs, and printersPerformed backups, system shutdowns, and participated in software/hardware migrationsInput and tracked computer systems trouble ticketsPrepared a variety of documents, correspondence, and management/production reports

HP Data Center Consolidation and Application Migration project consisting of project mgmt, consulting, and engineering of 150+ legacy Data Centers, 1000+ B2B Network Connections, VPN and MPLS solutions for local and international HP Business Partners and customers* Communicate with HP Business Partners via phone and email to determine business needs* Conduct information gathering and data compiling through the use of word documents and excel spreadsheets consisting of source, destination, and protocols for network solutions* Analyze and review Ports and IP's approved by IT Network Security to build Network Maps* Build Cisco IOS Access Control List for hardware and software VPN solutions, and legacy leased line solutions* Configure Cisco routers, Pix, ASA, FWSM and other networking/firewall equipment to provide secure access control for HP and their Business Partners* Utilize Unix Boot servers and multiple databases to determine current ACL's and network configurations on Pix Firewall* Resolved any Client/Server issues during transformation/migrations

Provisioning specialist for HP Corporate and Business Partner Wide Area Networks* Project management and coordination on multiple projects at one time* Facilitated the management of circuit installations, circuit inventory, cellular services, database management, and dial-plan/billing information * Streamlined the communications between HP Network Engineering and Support, and Vendors by providing real-time order status, automating workflows, and standardizing the end-to-end service delivery processes * Responsible for configuring Lucent Pipeline 75 routers from a TFTP server for Remote Access ISDN services * Router Management: Telnet, SNMP, Radius, TFTP, HyperTerminal* Network Support using Remedy BLT ticket management system* Resolved any first time network connection issues between Local Exchange Carriers and HP ISDN end-users* Configured end-user's PC's (Win 95, 98, NT, 2000, XP) and fixed any communication issue between the Pipeline and PC