Develop and Manage multiple LLCs businesses, focused on small business marketing, technology and e-commerce.* Designed and Implemented a Cloud Environment in AWS* Built out the entire suite of supporting services and software to support the team* Develop International customer relationships* Help small businesses afford critical and necessary services at a lower cost

• Manage all Severity 1 issues impacting the 5g O-RAN (Open Radio Access Network) network• Work with all departments and vendors to restore service within SLA• Work with NOC Leadership to provide feedback and suggestions on process improvement• Provide Executive Updates• Using Samsung USM to isolate RU, DU and CU component errors and failures• Manage conference bridges , ticket management, escalations and communication for RCA• Documentation of process and associated information

Manage Data Center Network Projects including installs, decommissions, hardware refresh and router/switch/server upgrades• Hold Client Meetings to review Scope/confirm work, Kick Offs, updates and approvals• Work with Network Engineering to develop a Technical Scope• Provide constant update to Executives• Create Change Control tickets to address logical and physical work to be performed• Participate in Change Advisory Board (CAB) meetings• Manage conference bridges, including ticket management, communication and after action activity• Documentation of each process and associated information• Cost Sizing and Estimation• Risk Assessment (Ongoing)

• Build Client Relations through professional communication and timely deliver of services• Provide scheduled reports indicating upcoming milestones and/or risks• Provide scheduled customer meetings to discuss ongoing projects and provide status• Interface with vendors to ensure timely delivery of required services• Communicate any project interference with leadership to determine a solution• Ensure the customer is updated throughout the process

• Lead teams in India and the US to monitor, track and resolve ticket issues for our customers and internal departments• Performed daily metric analysis to identify carrier trends and extensive outages• Ensure my teams are following process and providing customers support per SLA• Perform maintenance reviews with vendors ensuring our partners are providing the level of support required to our customers• Work with Executive Management to suggest process improvements, better tools and other areas such as automation• Perform weekly customer meetings to address Incidents, Projects and Change Management

• Manage local and international teams, focusing on ticket resolution, event resolution, completion of daily tasks and Change Management activities • Provide detailed reporting to upper management of any potential risks or impacting events occurring during shift • Ensure process is being followed and recognize when process improvement is necessary• Interact with Engineering and Product Development to support internal and external projects• NOC Approver for Network related Change Management events in an ITIL environment• Provide scheduled Operations calls with top tier customers covering Incident Management, Change Management and pending issues• Continual Process review and improvement through metrics, reporting/analysis and feedback• Weekly review of all scheduled Change Management activities ensuring impact is understood, customers have been notified and all approvals are present• Ensure proper escalations are made internally and externally with vendors, carriers, etc

• Telecom Project Management including deployment of integrated rf & ip radios, equipment replacement (refreshes) and multi million dollar MNA projects• Provided client and leadership with scheduled updates to discus scope, timeline, budgeting, risks and any perceived obstacles• Prepare and file necessary documents with federal government agencies to remain compliant

I worked with a local chef to develop his WordPress website & Blog and Social Media presence. I developed a strategy to gain 1000 additional Twitter followers and further helped the Chef begin blogging.

Manage 11 direct reports, across two teams, Tier 2 Network Support and Tier 3 Network Support. Manage multiple vendors and Resident Experts (RE). Interface with Customer Assurance, Engineering, Provisioning, and Field Services to ensure our customer experience exceeds expectations.Engaged with both of my teams to ensure network stability, availability and support to our customers and Field Services. Processes are constantly reviewed, leading to improvements in our metrics and continued satisfied customers. Keeping all members of my teams educated and certified is a priority.

Manage 12 direct reports engaged in service restoration of critical customer issues. Interface with Incident Management and Crisis Management to reduce restore/resolve metrics. Ensure timely escalations are made to proper escalation teams. Ensure teams are properly staffed and receive appropriate professional and developmental training. Coordinate turnover to and from our redundant facility in India. Provide relevant feedback and updates to upper management regarding critical escalated issues. Identify process gaps and general procedural improvements to optimize operations. Promote positive communication within TOC and supporting internal groups.

Working critical incoming issues. Technology includes Cisco routers, Cisco switches (Cat & IOS), Cisco Pix, Cisco ASA, Juniper M series routers, Juniper firewalls (SSG & legacy Netscreen), F5 load balancers...International customers, multiple protocols including MPLS, BGP, OSPF, EIGRP...

Incident Management - Major Issues TeamProvide Tier 2 network and customer support to global SunGard Availability Services customers. Support includes troubleshooting Cisco routers, Cisco switches, Cisco firewalls, Juniper routers, Juniper firewalls (Netscreen), Foundry switches and F5 load balancers. Worked as a contractor.

Global Operations Manager for a Managed Services NOCManage "day to day" operations of Virtela's Global Operations Center, including professional management of 10 direct reports and 20 total personnel.Ensuring tickets are worked in a timely manner and fault isolation is accurate.Engaged in delivering superior customer support and taking ownership of escalated issues.Interfacing with Customer Engineering, Project Management, Provisioning, Sales, Access Management and other internal groups to provide talented and effective customer support to our global customers.Worked with Systems to improve specific internal systems functionability to reduce Engineer processing time.Coordinated daily with Management teams in India and the Philippines to achieve a smooth shift handoff.Effectively updated upper management on escalated issues and potential SLA (Service Level Agreement) violations.Performed the role of hiring new personnel, termination, mentoring Tier 1s and Tier 2s, shift scheduling and developing Individual Development Plans (IDP).Provided bi-weekly counseling/feedback to all direct reports including areas of improvement and understanding their concerns.

Support for a Customer NOC & Virtela InfrastructureProvide first and second level support while working closely with domestic and international customers in an IP environment.Troubleshoot VPN issues including GRE tunnels, IPSEC encryption and QOS on Cisco and Netscreen devices using Juniper as the core backbone.Troubleshoot core and customer OSPF issues as well as firewall issues with regards to Netscreen devices.Manage ticket queue [over 100 active issues] and Tier 1 personnel; ensuring customer issues are addressed and resolved within our SLA (Service Level Agreement).Manage vendors making certain customer circuits are repaired and RFOs (Reason For Outage) are provided.

Helped configure Cisco routers and switches to support proprietary E-911 Call Routing and Enterprise functionality.

Analyzed and assessed business and technology requirements; worked with customers to design business plan and implement VOIP and data solutions. Maintained and installed network equipment in our colocation closet, including racking and configuration.Remotely configured and managed Cisco (2600 & 3600) and Edgewater (4200/4300) routers.Used Broadsoft software to configure VOIP services for SMB (Small to Medium sized Businesses) customers.Designed IP routing solutions for voice and data integration. Interfaced with other TELCOs and Softswitch provider. Maintained multiple T1s and a class C block as well as several smaller IP blocks.Designed and installed campus network architecture using Cisco routers and multiple Netgear FS750T2 switches. Installed Cisco IP phones, Sipura & Cisco ATAs (Analog Telephone Adaptors) and routers at customer locations and provide leveled support after turn-up.Cross-connected wire from 66 and 110 blocks for new commercial and residential units, providing voice and data connectivity at the Town Center Terrace, consisting of 17 buildings.

Provided first and second level support to the Level 3 CORE IP network.Support of hardware outages/upgrades, router OS maintenance, and other internal IP issues.Worked on Cisco 12000, 7500, 7200, 2500 series routers and 6509 switches (including 6509 with sup720), Juniper M40, M160 & T640 routers, Laurel routers and Redback 1800 (DSL) routers.Proficient with BGP troubleshooting at an ISP level as well as OSPF.Also supported the Level 3 MPLS network.

Configured Cisco, Juniper and Laurel routers (and Cisco switches) for customer interfacing, ranging from DS1-OC192, using VLANS, IP, BGP, MPLS, and ATM protocols and Metro Ethernet.Responsible for global provisioning, turning up customer’s service and the supporting of Level 3’s Technical Account Managers.

Worked in Cary Service Direct providing server and desktop support.Moved into the WAN Managed Services group testing circuits and troubleshooting routers.After a few months, I worked as Shift Supervisor.

Provided hardware, software and LAN support throughout DISA HQ, the Pentagon, and numerous Washington DC area (Northern Virginia) DISA satellite locations. Selected to work on “roll-out” teams installing and configuring desktops and servers. Traveled as a member of an install team preparing facilities for DISA NET migration, including Scott Air Force Base, IL. Secret Security Clearance

Honorably Discharged*Ft. Sill, OK B Btry 1/19th & E Btry 2/80thBasic Training - Graduated with Special RecognitionAdvanced Individual Training (AIT) - Firefinder Radar Operator (13R) with Identifier (X-5) Radar Mechanic*Ft. Stewart, GA G/333 FA TAB-National Training Center (NTC) rotation, Victory Focus(es)*Babenhausen Kaserne, Germany A/25 FA-Grafenwohr, Hoenfels rotations-1994 Trained United Nation Forces in the use, operation, and maintenance of radar tracking systems and procedures*Tuzla Air Base, Bosnia - Task Force Eagle (supporting 1st Armored Division)-support of Operation Joint Endeavor, Bosnia 95-96-Part of the IFOR (Implementation Force)-arrived in country via C130 in early December 1995*Secret Security Clearance (not current)

moved household goods and furniture for military families

Served as Substitute Teacher in the Fauquier County School system.

Served as a Valet during the seasonal High Point Furniture Markets

seasonal Retail work during college breaks

Pulled service cables, installed fixtures and appliances, wired houses, condos, businesses with respect to 1988 Virginia electrical code standards

Retail work; cashier, rented movies, sold movies, also researched contracts to identify lapsed memberships for promotional offers

General kitchen duties; set up for parties, prepared food

Customer Service-Bagged groceries after school