Edwin Walker Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, Us

Spearhead client onboarding projects for Incident IQ's SaaS products in K-12 settings, managing the entire lifecycle from post-sale to go-live.Act as a subject matter expert in managing software-as-a-service (SaaS) implementations, working directly with school district clients to assess their specific needs and deliver customized Incident IQ Platform solutions.Orchestrate communications and activities between internal teams and clients, serving as the linchpin for project success.Execute comprehensive project management activities, including developing timelines, allocating resources, and managing expectations for SaaS implementations.Maintain meticulous documentation and deliver regular project status updates to all stakeholders.Partner with school IT departments to streamline their service management processes and enhance operational efficiency through effective SaaS utilization.Guide clients in maximizing the value of their Incident IQ SaaS, ensuring smooth adoption and integration into new and existing workflows.

Stone Mountain, Georgia, Us

Oversee and manage Google Workspace program which serves over 100,000 Students and 9000 Teachers Chromebooks for anytime, anywhere access. Responsible for supporting the mission of DeKalb County School District by delivering technology, faculty, staff, students and the community in a professional, exemplary, service oriented collaborative manner.● Microsoft Active Directory (AD)● Function as Mobile Device Manager (MDM) for Chrome OS inside of Google Console● Manage District Google OU structure via Google console● Provision apps via Google console● Manage Google workspace via Google console● Update device inventory for new/transfers/withdraw/lost/stolen student Chromebook & Hotspot inventory within Incident IQ● Address incident tickets assigned to Google Support team Incident IQ for replacement of Chromebooks ● Resolve escalated Digital Dreamers incident tickets in Incident IQ ticketing system● Oversee vendor relations related to asset repair and maintenance● Serves as Subject Matter Experts (SME) for Digital Dreamers Program● Maintaining physical inventory of new/used Chromebooks, Hotspot, adapters and bags via Excel file & Incident IQ● Update and maintain policies and procedures on SharePoint site for Digital Dreamers program● Oversee technicians on collection and redistribution process of Chromebook devices● Facilitate physical movement of Digital Dreamers student Chromebook devices for withdraws, transfers, lost/stolen & new device request “ADD/MOVES/CHANGES”

Dallas, Tx, Us

•Effectively perform testing, planning and implementation of new software, hardware, and applications relative to product delivery, systems architecture, process enhancements, infrastructure and security.•Function within a team that provides 24-7 network technical support by providing technical troubleshooting and leadership required to recover from complex network problems. •Efficiently identify root cause, resolution work arounds, vendor/ IT fixes or design changes. Review and approve revised technical support designs. •Provide leadership for projects including collaboration with clients to develop business cases, defining business and/or tech requirements and preparing detailed plans and schedules. •Serve in a leadership capacity to lead cross-functional teams on specific issues and projects. •Accurately interpret and review technical documentation and vendor specs for inclusion and adaption into database templates.

Dallas, Tx, Us

Strategically supported the operations of multi-media technicians in order to effectively perform daily job functions. Provided technical and/or administrative support for a network operations group. Utilized knowledge of network procedures for telephone plant, mechanized support systems and processes, and company/regulatory compliance within the following areas: Technical Support, Training & Development, Troubleshooting & Maintenance, Project Management• Strategically provided technical support and training to 300+ network technicians that handle provisioning and maintenance of broadband service to different Internet Service/Network Service Providers in the 9 states that encompass the Southeast geographical region. • Troubleshot high density and IP-based DSLAMs (Alcatel, Ciena, Tellabs), Layer 2 ATM switches (Lucent), Layer 3 routers (Redback, Nortel) using EMS (element management system), CLI (command line interface), MOP (method of procedure) to resolve network outages. • Initiated a conference bridge as needed and engaged in an extensive complex network troubleshooting to resolve immediate network outages. Served as Chair member of teams involving interfacing network organizations (i.e. Field Technicians, Digital Line Technicians, Field Area Managers, Access NRC, ATM NRC, Layer 3 NRC, and IP NRC), vendors (i.e. Alcatel, Ciena, Tellabs, Lucent, Redback, Nortel) and Internet/Network Service Providers as required for resolving major network outagesConsistently analyzed and solved complex network and service order provisioning issues utilizing MOP (Methods Operations and Procedures) and different advanced element management platforms.

Dallas, Tx, Us

•Installed, tested, adjusted and/or repaired equipment and facilities used in providing high quality broadband switching networks and special services.•Assisted customers/vendors with the installation of broadband services. Received customer trouble reports, isolated and directed the restoration of the service. Performed periodic preventive maintenance on computer systems through the use of sophisticated test equipment and software diagnostics. •Coordinated work operations with employees required to make routine tests, upgraded network elements, and repaired equipment or facilities. Coordinated installation and rearrangement of special services. •Ensured routine tests on equipment, facilities, trunks, and special service circuits to enforce high quality of service. Monitored broadband networks, responded to alarms, and took appropriate corrective or proactive measures. Configured bridge routers, packs and ships routers to central offices.•Reviewed & interpreted broadband design drawings; analyzed complex schematic drawings in performing work operations. Used computer terminals associated with various Operation Support Systems.