Network Engineer• Upgrade/replace all firewalls with ASA over Firepower (including Cisco 5510 and 5550)• Install/configure all network monitoring tools including Solarwinds NPM, SCOM 2019, and What’s Up Gold• Modernized Cisco infrastructure by reducing physical number of individual switches, increased capacity, utilizing stacking technology, and redeploying all switches.• Configure switches/firewalls to use radius server for AD authentication• Identify and resolve networking issues.• Perform firmware upgrades.• Create, update, and retain network documentation.VOIP Engineer• Administration and support of MiVoice Connect and Enterprise Contact Center with replicated disaster recovery site.• Successfully rebuilt PBX system and contact center after catastrophic failure in under 70 hours• Migrated PBX from VMWare to Hyper-V environment to conform with department standards and improve performance.• Develop and maintain documentation; including creating over 100 pages of technical, procedural, and troubleshooting.• Created and tested successful disaster recovery procedures using warm site.• Identified and resolved handshake issue which caused system wide phone outages• Creating upgrade and testing documentation• Perform timely upgradesSystem Administration• Windows Server administration.• AD User Configuration• Manage company certificates and domains• Produced procedures which standardized support• Perform in-place upgrade or application migration to servers with OS upgrades to 2016 or 2019• Successful upgrade of SCOM from 1807 -> 2019 UR3 with two management and two gateway servers with 300 endpoints

Recognized deficiency in onboarding and training and submitted 8-page proposal outlining how to properly and effectively onboard and train new hires for job and career success at Mitel Recognized and rewarded by my manager as top weekly TSE in our group within first month on phones Respond to customer generated cases through email, phone, and live chat interactions Answer questions, perform initial triage on problem reports, and rapid identification and resolution of customer issues Use Salesforce in conjunction with live calls and emails to create and track trouble cases Support hardware, telephony, virtualization, and applications that run on Windows Servers 2008, 2012R2, 2016, and Linux Diagnose and analyzing SIP call flows with packet captures. Used web tools such as OKTA, Salesforce, and Confluence to research and document technical issues Examine MySQL databases using MySQL Server and SQL Yog Created knowledge base documentation Knowledge of telephony protocols and interfaces such as T1, E1, PRI, and QSIG Troubleshoot SIP and MGCP type IP phones as well as voice switches and edge gateways Proven track record of detailed network and product troubleshooting Troubleshooting certificate issues on Windows server Strong communication skills, excellent listening skills Augment registry keys to provide custom logging levels or correct program issues

During company expansion from 50 to 150 employees I helped create infrastructure and develop policiesEnd user support for OSX & Windows 10Experience using Redmine, RT, and Confluence ticketing systemsConfiguration and Support for Cisco 2960x stacked switch, 4451 ISR, and 5508 Wireless controllerUsed Zabbix monitoring tools to monitor network resourcesTook it upon myself to create network maps, network change, and inventory/deployment procedures and documentation where they were not available.Create and manage user accounts using Active Directory in Server 2012 R2 and Exchange 2010Created and implemented procedures to Onboard and Off-board employeesMinor Linux configuration/support within Mac OSXMaintain Inventory DatabaseHelp implement SCCM within the company creating standardized user desktops and acquiring and packaging packages for installationIOS/Android/VoIP supportEmulate desktop environments through the use of Parallels and VMWareHelp manage and support router and switch infrastructure with over 150 wired and wireless clientsTraining new system administrators and helpdesk techniciansSupport of issues ranging from L1-L3Assisted in planning creative department technical needsHelp in rebuilding and redefining IT department after company layoffsProvision recycled and new hardware to end users

• Created, edited, and managed projects and media on Avid and Final Cut Pro systems• Managed a small team of assistants over various shifts and supported up to 10 people• Supported Mac and Windows hardware • Created graphic animations using Adobe After Effects for multiple shows• Managed projects from footage ingestion to show delivery• Performed data backups using LTO 6

• Small Business Owner• Developed, managed, and produced broadcast and marketing video production for clients• Hired and managed crew, managed budgets, coordinated site logistics per project• Worked and coordinated with 3rd party vendors on various productions• Delivered video productions to broadcast networks per specifications provided• Negotiated contracts with potential clients• House Photographer – Ruth Eckerd Hall• Sports Photography – 2007 USF College Football Season• Assistant Producer/Photographer for Studio 143 (Ker’s Wing House 2008-2010)

• Ensured that deployment servers properly scheduled and configured for deployment.• Monitored remote deployment of desktop environments for installation issues and functionality.• Diagnose, troubleshoot, and repair deployment issues remotely using Remote Desktop as needed• Oversaw network issues between shifts or provided proper turnover.• Ensured that issues had been resolved efficiently and properly.

• Provided Tier 3 Special Services and Tier 1 Proactive help desk support levels • Troubleshot Cisco and Nortel backbone routers, CSU/DSU, and D-Marks on telco backbone circuits.• Coordinated dispatch of ILEC/CLEC or 3rd party vendors for physical repairs or replacement of equipment.• Remotely monitored, diagnosed, and supported network issues including dropped packets, bottlenecks, physical circuit breaks, and firewall issues• Point of contact/Account Manager for multiple client networks• Coordinated dispatch of telco or 3rd party vendors for physical repairs or replacement of equipment.• Worked with ticketing system to work and track client issues and regularly followed up to ensure swift issue resolution• Troubleshot MPLS, Frame Relay, ATM networks

• Programmed custom self-install software for Windows 9x, NT, & 2000 using Install Shield• Used SCCM system to develop and deploy client desktops • Used VM Ware to virtualize client desktops for patch, service pack, & application testing.• Participated in on-site deployments of over 200 Windows 9x, NT, & 2000 clients using custom image DVDs.• Used Remote Desktop Connection to provide remote support to corporate desktop users.