• Performed remote support for DTCC’s current and future clients.• Project Management - Coordinating and implementing client connectivity on-boarding process (involving stringent secure connection requirements) entailing various email and documentation correspondence, conference calls, meetings, (phone, conference via Skype/Business, Zoom, etc)• Ensured completion of Infrastructure and security components required for approved, secure connectivity: Router/Firewall, Protocol Installation (e.g., TLS, HTTP/HTTPS, FTP, sFTP, Connect:Direct/NDM and IBM MQ).• Analyzed connectivity and data delivery issues for client’s Interface and interfaced with other teams as needed to resolve client connectivity and data delivery issues; avoided Client outage situations.• Reviewed and responded to client queries addressed to team.• Developed and followed workflows and procedures for new products/services and technologies supported by CAPS • Responded to inquiries regarding file setups and other business or data related issues for applications supported by the department.• Assisted with roll-outs of system enhancements for tools and protocols used to support clients.• Good understanding of data communications, routers and firewalls.• General networking knowledge/IP addresses.• Utilized Salesforce Case Management system and maintained accurate, up-to-date information for each client project or issue reported.• Supported business functions off hours and/or from home.

• Performed Shift Lead responsibilities in an International Roaming/Messaging/ClearingHouse NOC including job responsibility-assignment to colleagues in a multi-disciplined work environment; i.e. IP, SS7, Applications• Queried Change Management Database for daily scheduled changes and monitored each activity, notifying key support and/or Mgmt in situations where unplanned Customer and/or Network resource/impact was at risk; provided a current status of each, followed by a morning status report for Mgmt review• Utilized Network monitoring tools to proactively monitor hundreds of sites and their associated network devices • Worked with MPLS, BGP, OSPF network protocols to troubleshoot and repair network issues.• Utilized internet commands ssh, ping, netstat, telnet and traceroute to troubleshoot and repair connectivity issues• Familiar with software and systems such as Unix, Linux, Netcool, Remedy, Clarify, and Microsoft Office• Performed diagnostics on data connections using FTP/Connect:Direct for company products using Cisco and Juniper devices• Engaged various IXC’s and LEC/CLEC Vendor Support teams to aid in connection trouble diagnosis and repair; escalating with each as necessary• Monitored and performed troubleshooting on DS0’s, T1’s, DS3’s, OC3, PRI (ISDN), DSLs, and 56k circuit connections• Created and efficiently/accurately updated problem tickets as needed w/in Remedy and/or BMC Swift• Received customer calls and worked with each to provide understanding of technical issues and concerns• Created/Maintained various ISO-compliant documents ensuring proper procedures, reference information was available w/in the department• Facilitated numerous troubleshooting outages using teleconference bridges, chats and emails• Used network schematics, drawings and maps to assist in problem identification, escalation and resolution

Site technician with experience in network services provisioning and maintenance processes. Working knowledge of network components, routers, multiplexers, bridges and switches. Supervised, trained, motivated and mentored diverse work groups. Proven commitment to quality, customer service and getting the job done on time in a fast paced, cost constraining environment.Specialty: Mainframe/inter-connectivity environment