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Responsible for day-to-day management, promotion and awareness raising involving carrier or network vendor related outage escalations. Serve as an information and knowledge hub for the executive leadership and field technician regarding network governance and vendor relationship management. Conduct research, propose project ideas, monitor enterprise network threats and take preemptive measures to mitigate risk exposure. ▪ Proactively serve as Incident Manager, assuring the effective implementation of the Incident Management process to managing the lifecycle of all problems. ▪ As Level 2/1 risk analyst, expeditiously address corrective actions and Post Problem Review (PPR) including documentation of procedural defects, non-root cause process improvements, and projects that may trigger potential outages. ▪ Incident/Outage Management- Deep dive and do RCA (root cause analysis). Determine action items for a fix and create a plan so it will not happen again. ▪ Vendor Management- work with and evaluate vendors activity to ensure AIO best interest are prioritized. ▪ Network Monitoring- Working with various network teams to ensure the network stays up and running as a whole. Vital Completion: ▪ Provided prompt, effective resolution and/or escalation of alerts identified as critical for all high availability servers and components. Monitored network devices, and servers using supplied software tools and defined processes. Analyzed software generated alerts and emails using knowledge of operating system software, network topology and learned experience. Performed first level diagnostics, attempted to fix the failed device using established procedures and escalated issues to second level support based on defined customer Service Level AgreementsScheduled and monitored batch jobs using supplied software produits. Escalated to technical specialists and follow-up until the problem was resolved. (15%)

Coordinated key projects in Call Center environments, completing phone upgrades of Ericsson to Lucent/Avaya phone (Private Branch Exchange)PBX system to enhance productivity. ▪ Key contributor in migration of OS Window NT4 to Window 2000 with all requirements gathered from users and tested with documentation of change. ▪ Project planning lead for Phase II expansion, involving purchasing, tracking, and documentation of all new equipment and subsequence roll out, installation, and configuration of all equipment. ▪ Managed and supported the successful Network IVR integration routing based on customer responses to an IVR in the network. ▪ Administered network environment, efficiently installing continuous hardware and software upgrades and updates for servers, workstations, laptops, and note books. Vital Completion: ▪ Rebuilt several servers onsite, migrating from NT4 Server to Win2000 Server to increase capability and minimize employee downtime.