Keith Wallace Email & Phone Number

BSDO MGD SVCS SEC & CPE - EDGE SUPPORT

Managed a team of 8 personnel during a 24 by 5 work week with limited weekend and holiday support. Coordinated communications with team members and third parties to track and resolve outstanding network issues. Trained junior network engineer employees to troubleshoot and maintain the GSA network. Maintained team members’ monthly schedule and coordination of leave. Provided on call assistance and trouble-shooting for team members 24 hours a day as necessary. Submitted monthly saturation reports using NetQoS and NetVoyant and monthly outage reports to upper GSA management. Reviewed and corrected resolved service tickets for proper reporting. Met with telecommunication carriers and GSA management to review chronic issues with their circuits and tickets. Coordinated with other IT Team Leaders in Change Advisory Board (CAB) meetings to track network/hardware changes in accordance with ITIL practices.

Utilized multiple network monitoring systems (NMS) to monitor and maintain local area and backbone networks such as WhatUpGold, SolarWinds, NetQos, and HP OpenView Network Node Manager, for the GSA and Federal Protective Services (FPS) networks. Loaded and updated Cisco router configurations for remote sites on GSA Networks. Acted as a liaison between multiple telephone companies and remote GSA sites to provide interactive network support. Troubleshoot proficiently multiple connections/topologies such as 56K, T1, T3, DSL, Frame Relay, ATM, MPLS and MTIPS. Assisted the quality assurance team by opening, solving and closing trouble tickets and bringing up new data communication circuits to remote sites. Used NetQos to proactively monitor and report circuit errors and usage. Coordinated with onsite support to diagnose connection issues with Cisco MGX, Cisco routers (1861, 2600, 2800, 2900), Cisco switches (2900, 3500), and CSU/DSU’s (Adtran, Paradyne, General Datacomm). Coordinated with Level 2 and 3 supports to troubleshoot and maintain DHCP and DNS issues. Sent new and replacement equipment to regional office buildings and remote sites

Provided on-site support, exceptional technical repair and maintenance of entire Toshiba copier and FAX product line. Provided customer training and sales leads. Trained Jr. Field Service Technicians on the Toshiba Copier Line. Assisted Field Service Technicians with difficult problems. Tracked inventory, time, maintenance records and customer supplies.

Responsible for maintenance and care of Toshiba, Mita, Royal and Panasonic copiers. Other duties as listed above

Maintained and repaired approximately 80 Xerox copy machines within my territory. Made quick and accurate decisions on rebuilding expensive equipment. Maintained accurate records, i.e. time and expense reports, machine maintenance records, parts inventory and daily service logs. Required minimal supervision and extensive client contact on a daily basis. Commended on having over 85% run times past 30 days.