Colby Sullivan Email & Phone Number

Pensacola, Florida, Us

Pensacola, Florida, Us

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 2012Spearheaded 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

• 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

• 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.