Lead projects for SDWAN Architecture implementation (VeloCloud, Meraki) across various store brands.Troubleshoot and manage Cisco VPN, including the CMPV dashboard and ensuring secure and reliable connectivity for remote operations.Engage in proactive management of network systems through firewalls in store environments.Collaborate with international vendors and manage relationships to ensure smooth operations.Work on the strategic direction of future technology and the transition from on-premises to cloud-based solutions.Configure, Deploy, Maintain, and Troubleshoot Cisco, Meraki, Aruba, and Vonage hardware.

Travel to various sites across the Continental United States to perform tasks including:Manage VOIP Phone system (RingCentral/Mitel)Managing 2,000+ users, 85+ sites, and 100+platform equipment devices; as well as administering the cloud-based management console and user accounts.Active DirectoryUsers, Computers, and Domain entry and managementContainer and OPCO organization and sortingEnd-To-End Hard Tasks (Install and Configure Phones, Rename And Join PCs To Domain/Disjoin, Connect To Wireless, etc.)Basic NetworksSubnet Concepts, TRACERT, Changing Static IPs, etc.), Will also provide LAN/WAN DHCP Concepts and TroubleshootingFortiNet firewall SDWAN management and configuration.Cisco Switch configuration.Cisco and Meraki WAP configuration, deployment, and installation.Switch Rack mounting and patch panel connecting; and Ethernet wire splicing and RJ45 crimping.Site SurveysGather detailed information about sites’ infrastructure and hardware inventoriesServer Builds Including Domain Joins (Example: Never Rename AND Join A Domain In The Same Step, etc.)Office 365 and Outlook Troubleshooting and ConfigurationDocument and capture pictures of the physical and logical spaces

Managed VOIP Phone system (MiTel)Implemented new best-practice policies for ticketing escalationsCreated/Updated documentation libraries for known or common issuesProvided training on job issues and resolutions stepsWrote up new processes to improve efficiency and accountabilityConfigured Routers/Switches/Servers for branch office LANsTook the lead in shipping hardware to branch officesAssisted in configuration and inventory of SolarWinds for network monitoringConfigured Core/Backbone switch infrastructure for upgrade projectTroubleshot Routers/Switches to resolve network-related issues

Analyzed circuits to maximize efficiency of hardware utilizationUpdated poorly configured circuits

Activated and Configured services for small-medium sized customers, up to 2,000 usersConfigured LAN/WAN Hosted Networks for Business CustomersEngineered Networks based on customer needs, including OSPF, BGP, Static Routes, 802.1q (Dot1q), VPNsManaged Network services such as Data, Voice, DHCP/Static IPs, Wireless, and BackupsConfigured/Managed VOIP Phone systems (Polycom)Worked with multiple brands, including Cisco, AdTran, Juniper, and Alcatel

Use Test, Measurement, and Diagnostic Equipment (TMDE), Test Program Sets (TPS), and Interactive Electronic Technical Manuals (IETM) to determine the cause and location of malfunctions, extent of faults, and category of maintenance required. Inspect equipment for faults, and completeness. Test equipment to determine operational condition. Troubleshoot to determine location, and extent of equipment faults. Repair equipment by adjusting, aligning, repairing, or replacing defective components. Tests repaired equipment to ensure compliance with technical specifications. Evacuates equipment and components to higher level repair activities based on the Maintenance Allocation Chart (MAC). Prepares appropriate maintenance forms and records. Logs maintenance in accordance with The Army Maintenance Management System (TAMMS). Maintain authorized spare parts, supply stock, tool lists, technical manuals, and instructional material. Perform preventive maintenance checks and services (PMCS) on TMDE, vehicles, and power generators. Ensures that National Security Agency (NSA) approved components are used in COMSEC/CCI repairs. Controls and accounts for COMSEC/CCI within the repair facility. Supervise calibration and shop safety programs. Ensures repair functions comply with Army and NSA COMSEC/CCI specifications and policies.

Voice migration and deployment for Cisco Unified Communications Solution, running sixteen Cisco Unified CallManager Clusters. Migrate 1,400 stores from CallManager v6.1 to a new CallManager cluster running v8.x Design, build and engineering activities Support process definition L3 escalation support, administration and advanced troubleshooting Change Review VOIP design and migration planning Process document creation and management Definition of new standards and product selection Utilization of telephone management system and tools Perform maintenance and upgrades, as needed Auditing implementation and compliance Security team for vulnerability scanning Document Server Racks in Visio

• Ability to monitor in the Commercial Networks• Experience with Devices populated in the NOC Monitoring Tools• Provides service monitoring, assurance and reliability for carrier / commercial customers• Knowledge of commercial / carrier services• Cell Tower Back-Haul or Commercial experience• Preferred experience with Juniper, Alcatel, Cisco, Adva, and JSDU equipment• Basic understanding of Optical, TDM, Ethernet, MPLS, and IP routing• Fundamental understanding of fault isolation and troubleshooting• Previous monitoring or provisioning role in Engineering or Technical Operations• Working knowledge of Maintenance, Service, and Installation• Effective communication skills with previous event management experience• Preferred experience with: Adva FSP NM, Spirent, JDSU QT, JDSU Centest.• Must possess good/excellent analytical, organizational and time management skills.• Effective written and verbal communication skills• Effective inter-personal and problem solving skills• Possess basic problem solving and critical thinking skills• Capability to use email, ticketing systems, web portals and technology-specific diagnostic tools.• Ability to read and follow documented processes and procedures.• Comprehension of fundamental technical concepts.• High Speed Data, Digital Video, VOD, Switch, and Networking (including LAN/WAN) • Open System Interconnect (OSI) Model and Routing protocols (BGP, OSPF, RIP, EiGRP, IGRP)• Multi System Operator (MSO) and/or Telecom technologies • Hybrid Fiber-Coax (HFC), Customer Premise Equip (CPE) Devices used in Cable• Domain Name System (DNS), Dynamic Host Config Protocol (DHCP) & email systems• Element Management Systems (e.g., CISCO CTM/CTC, AlcatelSAM) and other tools like NetAnalyst.• Inventory tools (Granite, Nakina)• Monitoring tools (Netcool, Big Brother, HP Openview, Spectrum or Unified)• Ticketing systems (Remedy & XMatter (aka AlarmPoint)• Cable MSO Billing systems (ICOMS, CSG)

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Respond to queries either in person or over the phone.• Write training Knowledge Base Articles.• Train computer users.• Maintain daily performance of computer systems.• Respond to email messages for customers seeking help.• Ask questions to determine nature of problem.• Walk customer through problem-solving process.• Install, modify, and repair computer hardware and software.• Clean up computers.• Run diagnostic programs to resolve problems.• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.• Install computer peripherals for users.• Follow up with customers to ensure issue has been resolved.• Gain feedback from customers about computer usage.• Run reports to determine malfunctions that continue to occur.

• Provide Tier 1 service or phone support to IT users for basic software andhardware of end-user computing and desktop-based LAN systems• Troubleshoot problems to resolution or escalate to Tier 2 support whennecessary• Reset or configure network accounts access• Document problems and resolutions within call tracking application and provideupdates to the knowledge base where applicable• Configure and install software for end-users' desktops and laptops• Process hardware and software requests by coordinating user setup, upgrades,and installations• Perform end-user training as it regards assistance with supportedapplications• All other projects and duties as assigned

• Reported to the Manager of IS with responsibilities including providing Tier 1 support for hospital employees and associates.• Mentored interns including developing and maintaining a part-time internship schedule alternating in eight week sessions.• Troubleshooting multiple clinical applications (EPIC, SSO, Streamline, PACS, and MOMS), multiple business applications including but not limited to: GHX, CHEX, ESS, and Kronos and VPN access/connectivity issues either through the hospital or home network.• Troubleshooting also included hardware issues (Network Connectivity, Fingerprint Readers, and Printers), telecommunications (HiPath, Blackberry, and Pagers) and multiple Microsoft platforms (XP, 7, Office 2003/2007/2010, and Configuration Console).• Maintained applied security platforms (SecureDoc) and multiple user accounts through Active Directory including security groups, OUs, etc.• Installed business and clinical applications to multiple desktops and laptops.

Helped maintain the network, configure workstations for new employees, manage the hardware storage, install applications for clients and assist employees with technical issues.

Troubleshooting – Determining problems in the softwareProblem Solving – Discovering the best ways to resolve any and all issuesDomain Management – Setting up and managing Workstations, as well as Local and Domain Users/AdministratorsServer/Desktop Maintenance – Checking and maintaining hardware, compatibility, and upgrading Operating Systems.

• Responsible for all customer inquiries and questions regarding their personal computer or portable device (smart cell phone, mp3 player, PDA).• Diagnose and provide path to resolving inquiries• Provide excellent customer service and analyze problems effectively at all times• Work with confidential customer information• Problem solve to help customers resolve issues on first call• Accurately log all customer interactions in data management system• Achieve Call Center Metrics including call handle time and customer satisfaction scores• Communicate positively with team members, customers and other partners• Thrives as a team player in a fast-paced, high-energy, change-oriented environment• Participates in additional training courses when needed• Performs other related duties and assignments as required and as assigned by supervisor or manager• Have strong active listening, multitasking and interpersonal skills • Logical problem solving skills and identify solutions based on written procedures, guidelines and process tools • Proven oral and written communication skills consistent with North American Business standards• Must have availability to work various shifts influenced by current business needs. • Knowledge of network hardware, cables, routers and modems plus basic understanding of data storage• Ability to use Windows operating systems and navigate between various windows• Provide a positive, professional, empathetic and customer-focused manner• Good organization and work prioritization skills

Ability to interact with customers: receive orders, process payment, respond appropriately to customer issuesPreparation of products as ordered by customers following the HAVE IT YOUR WAY® service philosophyUncompromising standards in maintaining a clean and safe work environment, maintaining clean bathrooms, building exterior, parking lot, dumpster and sidewalk, including removal of trash within containers to proper dumpster site(s)Unloading and stocking requiredAbility to operate cash register or point of sale (pos) terminal, as neededTraining/Supervising New hiresRun Kitchen with minimal supervision/assistance