Raphael Heard Email & Phone Number

Redwood City, California, United States

★ Developed technical strategies for governmental projects★ Follow established incident, change and problem management process andprovide guidance to fellow team members on the execution of standardizedprocesses★ Setting up performance monitors and evaluating logs to determine performanceproblems or recommending steps to remedy a situation.★ Work out of our Remedy ticket tracking system to work on Trouble Tickets andChange Requests★ Develop technical documentation defining operational procedures and workinstructions that can be used by the Support Teams★ Review test plans, results analysis, capacity planning guides, innovate solutions toimprove performance engineering effectiveness★ Provide tuning, troubleshooting, and analysis for improving environmentperformance★ Provide system management involving account monitoring, security, OperatingSystem installation, and other local area system administration related functions

Remote Locations

★ Managed an international team of VoIP support engineers.★ Provided Tier 3 technical support for all customers and vendors. To include,British Telecom, Verizon, etc.★ I personally built and developed the complete corporate telecommunicationsinfrastructure from scratch★ I created proprietary internal VoIP software for the critical daily operation ofIntouch / Zoom’s infrastructure★ Developed business solutions such as implementing VoIP hosting as a means toincrease company revenue★ Designed and implemented security protocols and procedures★ Developed custom VoIP software for customers and vendors★ Developed monitoring, logging, system maintenance software to manage largeUbuntu based networks★ Worked with several wholesale telecommunications soft-switches: Mera VoIPTransit Softswitch (MVTS), Sansay, Nextone, Asterisk and Freeswitch to name afew★ Created strategies and solutions to combat complex problems that arose in ourpersonal , customer and vendors networks★ Trained all engineering staff★ Strong VoIP and IP protocol interoperability troubleshooting★ Protocols-IP/VoIP: TCP/IP protocol suites, SIP/SDP, H323, MGCP, RTP, SCCP, SS7and Sigtran★ Motivated learner with ability to comprehend technical documentation★ Knowledgeable of telecom principles and terminology including DID’s, Toll Free,LATA, OCN, E911, 302 Redirect, NPA-NXX

★ Brokered and was the single point of contact in an internationaltelecommunications project and developed a detailed business proposal withprecise forecasts' and technical documentation★ Configured and maintained Call Manager and Unity 4.0 Cisco phone systems forseveral financial institution★ Experience in troubleshooting Routing and Switching issues★ Created a technical support structure encompassing all business and subsidiaries★ Detailed trouble shooting of various Cisco based voice and data network★ Mid-level network discovery, design, post-sales and support engineer for mediumto large enterprise networks★ Experience in implementation and project management of CiscoWAN/LAN//Voice products★ Designed and implemented a multi-casting music-on-hold system for a financialinstitution

★ Designed, financed and configured various GSM and VoIP deals domestically★ Implemented security analysis and network penetration testing for VoIP systems★ Commissioned by the city of Tehachapi, CA to penetrate their police, fire and cityhall departments. Contracted to design and implementation

★ Rose quickly from an entry-level position to handling complex cost comparisons ofvarious routes within Visual Basic for Applications (VBA)★ Created various software applications to minimize the complexity of routing andswitching thereby maximizing the effectiveness of engineers★ Configured and deployed Cisco, Quintum (specific training from Quintum trainingcenter in Miami, FL), Sysmaster and Asterisk Systems★ Development of IP-based PBX platforms and custom telephony applications basedon Asterisk and another open-source framework★ Cultivated and implemented strategies that generated a considerable amount ofcapital through the acquisition of business grants through communityorganizations★ Detailed troubleshooting and analysis of an international VoIP and data network★ Performed network security assessments and vulnerability analysis, includingperimeter penetration and wireless security evaluation using tools such asEthereal and NMAP

★ Technician in the field VoIP, SONET, LAN, WAN, ATM, IP and TDM★ Configured Cisco systems for VoIP traffic to CO-Location sites in Mexico, Cuba, and Vietnam★ Implemented strategies that generated considerable amount of capital through business grants utilizing community organization ★ Engineered custom RADIUS servers for Telecommunication billing on the Linux platform ★ Provided consultation for security implementation and remote administration / connectivity ★ Established priorities for feasibility studies, systems design and implementation to develop and modify Telesphere’s telecommunications, network, billing and tracking system through careful analysis★ Established and directed the strategic long term goals, policies and procedures for an information technology department★ Prioritized the organization's long-term systems needs and hardware acquisitions in order to crystallized Telesphere’s business objectives★ Designed in-depth custom curriculum, organized and developed for simplicity and ease of uses for clients

★ Trained in the delivery and maintenance of cost-effective, high-performance information technology infrastructures and applications that address complex business problems ★ Entry level qualifications in all facets of a project’s life cycle from initial feasibility analysis and conceptual design through documentation, implementation, user training and enhancement★ Strong business networking and telecommunications background with a proven ability to build and manage teams★ Deployed Wires Communications with several access points throughout company★ Supervised data farming projects★ Teamed to build Terabyte level RAID★ Performed on call administration of all systems companywide and detailed troubleshooting with ticket level help-desk support★ Periodical upgrading of all client/server systems for optimum performance levels. Trained Technical staff on trouble shooting, disaster recovery and data backup