Matt Harrelson Email & Phone Number

Greater Atlanta Area

Providing white glove service, in support of our clients network, infrastructure and applications. Specializing in Cisco Unified Collaboration technologies. Call Manager, Unity, IM & Presence, Attendant Console, Routing & Switching.• Cisco Unified Communication manager 7 - 11.5• Cisco Unity 7 - 11.5• Cisco Unified IM & Presence• Cisco Unified Business Attendant Console• Cisco Prime Licensing• Configuring and administration of Cisco Catalyst Switches and Routers• Configuring Cisco Adaptive Security Appliances• Configuring Cisco Collaboration Endpoints and Immersive Telepresence• Configuration and administration of VMware vCenter• Configuration of SAN and NAS technologies (NetApp & EMC)• Configuration and daily administration of Microsoft Domain Services (DHCP, DNS, AD, IIS)

Providing support to our 50,000+ customer’s in a fast paced, dynamic and team oriented call center environment.• Configuring/Troubleshooting Cisco integrated access devices (2400 series)• Troubleshooting T1 and EFM circuits for connectivity and quality• General “Jack of all trades”, to aid customers with any problems they may be having with networks and/or applications to deliver world class support• Troubleshooting connections to internal phone systems • DNS and Webhosting administration• Site to site and remote user VPN support• Voicemail setup and administration• Supporting our other various products: Hosted Microsoft Exchange, Secure Backup, Virtual Receptionist, Fax 2 Email, Toll Free and Web Conferencing

Provided support for our 800+ users in a multi-site enterprise network environment.• Extensive use of Active Directory to manage user accounts and control network file access through group policies• Extensive use of Numara's Track-it and Change Gear for ticketing, task management, change control and asset management • Proficient at troubleshooting Exchange 2003 issues from the client and host sides• Proficient at troubleshooting WAN/LAN connections and Cisco networking equipment (2600 and 2800 series routers, 2900 and 3500 catalyst series switches)• Use of Orion Network Performance Monitor (v8.0.103) to diagnose and troubleshoot network issues• Configuring/troubleshooting of IP phones using Cisco Unity Connection Administration v2.1.0.9901-362 and Cisco Unified CM Administration v6.0.1.2000-3• Blackberry Enterprise Server administration and troubleshooting (BlackBerry Manager 4.1.4.15)• Excellent at finding answers and solutions for anything that is out of my current knowledge base• Worked closely with our network engineer to help implement and support our Cisco VOIP system (7941 & 7970 Cisco IP phones)• Basic SMS packaging and patch deployment (Microsoft Management console 2.0 v5.2)• Websense (6.3) administration • RIS deployment and support experience (predecessor of Windows Deployment Service)• Working knowledge of using VMware VirtualCenter (v2.5.0)• Citrix administration (MetaFrame Presentation server 3.0)• Telecommuting 3 of 5 days for the last 2 years• Doing all the afterhours support for the last 2 years

Worked with, installed and supported the government accounting software Caselle at many sites (from a database and hardware standpoint). • Installed and configured remote connections to all of our 30+ sites for the ’05 software update using Ultr@VNC, Windows Remote Desktop or PC Anywhere• Installed and configured new hardware where needed• Proficient with Microsoft Access 2003 from numerous data conversions

Worked in a small team environment (4-10 people) to do precision waterslide assembly and other related projects

Answered tier 1 & 2 support calls • Specialized in DSL/ISDN installations on Windows and Macintosh based systems to assist customers in setting up and configuring their CPE• Diagnosed line issues and opened trouble tickets with our many vendors to resolve provisioning issues• Learned about and troubleshot tier 1 calls on all Windows and Macintosh systems- Configured D.U.N and R.A. to connect to our dialup/broadband services- Configured all email clients, FTP clients and aided with network setup when applicable • Logged all calls and always gave my callback info so I could “own” problems and do follow-up assistance if needed

Assisted and advised customers on recent and potential computer upgrades.• Listened to the needs of customers and then assisted them to purchase needed upgrades to achieve their goal• Gained extensive product knowledge on a wide variety of upgrade hardware- Video cards, sound cards, network cards (PCI and PCMCIA), routers, hard drives, motherboards, memory, cd burners, IDE and SCSII controllers, video capture cards, processors, etc..

Ccna Boot Camp

A+ Certification

Completed course and attained A+ Certification through the continuing education program

Education record