Responsible for setting up, developing and maintaining data networks, enterprise voice infrastructure and virtual environments. Recommend adoption of new technologies and work on testing and development plans.• Ensure efficiency, effectiveness, and viability of all IT systems and technical processes for multiple clients• Aligned next generation innovations with business objectives to bolster performance and adoption by clients• Design and implement new solutions and improve resilience in current IT environments• Create networking environments by designing system configuration, directing system installation and defining, documenting and enforcing system standards• Maximize portfolio stability by monitoring performance, troubleshooting issues, scheduling upgrades, and collaborating with clients on network and data center optimization • Created, prioritized, managed and documented projects using various tools and web applications to standardize project tracking and documentation• provide remote and on-site support for customers

Responsible for developing, implementing, and maintaining Cisco Unified Communications and Network portfolios. The overall focus of this position was to design and implement telecommunications infrastructure based on the latest advanced technologies and industry best practices. Key Results:Developed, implemented and oversaw custom VOIP solutions based on customer needs including multisite operations.Delivered customer savings through the identification and resolution of call routing performance issues.Served as contact center subject matter expert in communication and support of customers and employees.Responded to complex network outages utilizing a variety of testing, tools and techniques.Lent services to network engineering group to troubleshoot and/or install complex network, wireless and microwave installations.Used sound judgment in all project communications and ensured that key stakeholders, including the team, client and management were apprised of the project activities in a timely manner.

Provided telecommunications support and services to 500+ employees and a 40+ agent contact center spread across 5 states. Focused on call center improvements, network management and remote employee needs.Key Results:Improved contact center ROI by implementing a series of call routing changes resulting in shorter customer hold times and increased employee performance.Played a key role in multi state network and voice upgrade that improved connectivity and communication throughout the organization.Provided daily end user support and resolved user related issues in the ticket tracking system.

Promoted from Systems Operator to newly created position as a result of department restructuring due to casino expansion project. Responsible for the network and voice support of the Casino and 3 offsite wagering facilities.Key Results:Critical participant in the Sunrise Casino opening. Involved in the wiring, installation and troubleshooting of the new facilities 12 distribution closets, 200+ switches, and a 20-rack data center while maintaining 24/7 support for the existing casino.Participated in training on Fluke Optiview for network and wireless support.Involved in the upgrade of a dated voice environment to the latest Cisco solution including twocontact centers.Responsible for the day-to-day operations of the network and phone system environment.Updated and maintained RF Radio infrastructure.

Recruited to a newly developed team devoted to the monitoring of casino servers, coordinating contractors and end user support. Responsibilities also included assisting other IT staff members as needed for vendor support, data closet changes and CRAC unit inspection.Key Results:Tasked with ensuring 24/7 up time of systems including email, AS400, point-of-sales and Audio Video systems.Contributed to the effective opening of the original casino by providing workstation and peripheral support.Formatted workstations, printers, and point-of-sales devices for casino personnel.Documented and closed IT related tickets in the ticket tracking system.