Highly versatile, adaptable, task-oriented Tier III technical support manager with 20+ years experience with multiple vendors including Ribbon, Broadworks, IBM WebSphere, WebLogic, Cisco, Foundry, Acme, Oracle, Alcatel, 3COM, and AT&T lab-created VoIP Applications on Linux, Unix, and Windows.· Supported end-to-end interoperability with AT&T Mobility through AT&T Business VoIP (BVoIP) network, including supporting enterprise customers including Geico, H&R Block, Fidelity, Home Depot, and State Farm to assure their endpoints worked seamlessly from private customer network through BVoIP to Mobility, PSTN, and other VoIP networks like AT&T Consumer VoIP.· Documented methods of procedure and provided risk analysis to introduce new technology and network changes, then worked collaboratively with Tier-II network operations and the project management division for field implementation, especially when changes impacted ESINET (Emergency Service IP Network) platforms and/or call-flows.· Responsible for the investigation and management of all activities required to determine root causes, identify workarounds, delivery and certification of vendor fixes or design changes, and plan for the implementation of fixes within the network throughout its lifecycle.· Facilitated communication and knowledge transfer between vendors, labs, and engineering with the operations team.

24X7 subject matter expert delivering Tier-II network technical support with responsibility for monitoring, maintaining, and troubleshooting for AT&T BVoIP applications to resolve complex network issues.

24X7 on-call Tier-II network technology support responsible for monitoring, maintaining, and troubleshooting AT&T VoIP applications and elements from vendors including Alcatel, 3COM, Cisco, AT&T lab-created VoIP applications V+, and initial implementation of Sonus ASX, GSXs, and SGXs used for AT&T VoIP.

Teamed with tier support and labs to install and deploy VoIP applications from testing to production.Performed guided maintenance on VoIP applications while teaming with tier support and labs.Monitored, acknowledged, and created tickets for alarms on VoIP network elements, and did troubleshooting to resolve issues, escalated and notified tier support for issues requiring additional attention, and established troubleshooting bridges to further address the issues.

Commission retail sales in Lawn, Garden, Hardware and Plumbing 01/1992 - 03/1995 at near full timeAssistant manager in Lawn, Garden, Hardware and Plumbing 03/1995 - 08/1997. Full TimeCommission retail sales in Brand Central TV, Video, and Audio Electronics 09/1997 - 12/2000 part time.