Don Case Email & Phone Number

Washington Dc-Baltimore Area

Batimore Md

Working as a team leader provide software support on all telephony related applications enterprise wide to over 35,000 users in a medical setting, technicians working at sites and other network support teams. Specializing in supporting Cisco/Unify/Siemens/Mitel branded equipment. Work with other teams regarding the support of servers, Telco interfaces, network performance and application performance. Provide training to other team members to help increase the effectiveness of the entire team. Document and provide updates to management of issues that are deemed to be critical in nature and could impact patient care. Engage in the change management process when any change could possibly impact system stability. Provide engineering support for numerous upgrades of software and hardware impacting the entire enterprise.

NTTDATA purchased Dell Services.

Baltimore, Maryland Area

Senior Network Support Professional ------Work with other team members and teams at Susquehanna and its affiliate companies to ensure mission critical telephony related voice and data applications are fully functional. Provide support for telephony related challenges involving various products and Telco interfaces located at over 250 locations. Provide support on computer workstations, servers (physical and virtual), printers, and various data network equipment. Work with the Call Center Specialist to manage the Skills based Routing Application and Genesys IVR applications. Manage IP trunking between various systems and carriers. Interface with various vendors regarding telephony issues of all types, these include system, application, trunking and various types of service, upgrade or installations. Perform assessments of product/equipment performance based on field support data and recommend modifications or improvements. Project manage various installations, upgrades and additions as needed. Travel as required to meet the needs of the enterprise. Work outside of normal business scheduled hours as needed. Plan and participate in the business recovery and disaster recovery planning and testing as required.Special Training:GIAC Information Security Fundamentals (GISF) Certification # 2658 Expires 02-29-2020Cisco Implementing Collaborative Devices (CICD 1.0) #306455Siemens/Unify OpenScape Voice Impact Technologies Traffic Analyst and OnTraq ApplicationsASC Inspiration Pro Call Recording and Monitoring ApplicationsGenesys IVRSiemens/Unify SCCS Certification on the HiPath 3000 Product Line Siemens/Unify HiPath 4000 / 300 training at the advanced level. Numerous Siemens/Unify/ Nortel/Mitel and others PC Networking LAN Wan Master Electrical License - Restricted 1982 to 1994

Baltimore, Maryland Area

Guided on-site technical and operational support in the design, development, installation and maintenance of systems of a very complex nature. Guided site surveys to develop installation design plans. Participated in the training of customers to maintain equipment. Developed and submitted reports covering all job activity. Reviewed task plans, drawings, and installation schematics and provided continual guidance throughout the task duration. Performed equipment trial runs, investigative tests, repairs and overhauls. Performed maintenance with diagnostic tools, test equipment and completed documents of all inspections. Performed complex service calls and interfaced with customers to provide quality service and feedback on problem evaluation and resolution. Performed assessment of product/equipment performance based on field support data and recommends modifications or improvements.