• CCNA Voice Collaboration (Cisco ID CSCO11703602) valid through 04/14/2020• CCNA Routing & Switching (Cisco ID CSCO11703602) valid through 04/14/2020• Network + • A+ Certified • ITIL Foundation• Cisco Unified Communications Manager (CUCM) 11.5.1• Cisco Unity Connection Administration 11.5.1• Cisco IP Communicator 8.6 (2.0)• Orion Solarwinds NCM 7.7, IPAM 4.6.0, VMAN 8.2.0, QoE 2.4, NetPath 1.1.2, NPM 12.2, NTA 4.2.3, UDT 3.3.0 • Cisco Identity Services Engine (ISE) v2.3.0.298• Cisco Secure ACS 5.6.0.22.4• Riverbed Steelhead SCC V9.6.0• CA Spectrum 10.1.1• Outstanding "people skills" and extensive customer relations experience• Fluent in English, Spanish and PortugueseProvide Tier 3 support to hundreds of end-users on a Department of State (DOS) GINL Airwing contract. Cisco Voice SME on contract.Configurations, implementation & maintaining of Cisco VoIP, CIPC devices & Cisco Catalysts 2960x 3650 PoE switches. Managing and troubleshooting VoIP and voice mail accounts via CUCM and Cisco Unity. Providing network monitoring, troubleshooting and reporting via CA's Spectrum and Orion Solarwinds. Troubleshooting switch port, VoIP, QoS, ACS & other network related issues for all downrange sites on contract. Configuring & binding port security for printer ports via MAC address, VLAN, ip & switch interface. Assisted in the upgrade of CUCM and Cisco Unity Connection from version 8.6 to 11.5.

• Active Secret Security Clearance• CCNA Voice (Cisco ID CSCO11703602) • Network + • A+ Certified • Active Directory • Cisco IOS 12.2(55)• Cisco Unified Communications Manager (CUCM) 8.6• Cisco Unity Connection Administration 8.6.2• Cisco IP Communicator 8.6 (2.0)• Cisco Secure ACS 5.3.0.40.9• Cisco ASDM-IDM v1.5(73)• Riverbed SCC V9.0• CA Spectrum 9.4.2 • SecureCRT 7.1 • In-depth experience with Windows OS platforms ~ XP, Windows 7 and Server 2003• Outstanding "people skills" and extensive customer relations experience• Fluent in English Spanish and PortugueseProvide Tier 3 support to thousands of end-users on a Department of State (DOS) contract.Configurations, implementation & maintaining of Cisco VoIP, CIPC devices & Cisco Catalysts 3650 PoE switches. Managing and troubleshooting VoIP and voice mail accounts via CUCM and Cisco Unity. Providing network monitoring, troubleshooting and reporting via CA's Spectrum. Troubleshooting switch port, VoIP, QoS, ACS & other network related issues for all downrange sites on contract. Configuring & binding port security for printer ports via MAC address, VLAN, ip & switch interface. Assisted in the upgrade of CUCM and Cisco Unity Connection from version 6.1.3 to 8.6.

Provided Tier 3/Tier 2 network, server, desktop, Printer and customer service support to more than 300 downrange end-users in multiple locations in Iraq. Configuration, implementation, deployment and maintaining of Cisco Catalyst 3560 and 2960 switches, Cisco VoIP and CIPC devices across LANs and WANs. Provide Network monitoring, data analysis and reporting via CA's Spectrum and Flukes NetFlow V6. Open, track and close trouble tickets; ensuring problem ownership and promoting end-user satisfaction.

Provide Tier 3 support to more than 2500 global end-users on network and server-related issues. Configurations, implementation and deployment of Cisco routers and switches Configuring, managing and troubleshooting Cisco VOIP and CIPC devices. Providing Network monitoring, data analysis and reporting via CA's Spectrum and Flukes NetFlow V6.Responsible for building Network and Server kits for deployment to support mission overseas. Open, track and close trouble tickets; ensuring problem ownership and promoting end-user satisfaction. Project manager of the implementation of processes, procedures, and metrics for voice/data networks and server system administrator guide.

Ensure acceptable and consistent levels of performance through process and service optimization. Develop client relationships and resolve client issues. Interface with suppliers to provision services at the incident or individual need level. Participate in the implementation and use of processes, procedures, guidelines, and metrics for voice/data networks and systems.