Provide service and support on the telecommunication infrastructure including networking and phone systems configuration on the Mitel Controller.Establishes voice and data networks by programming features; establishing interfaces and integrations; following industry standards; activating remote access tools.Verifies service by testing to include circuits, equipment, and alarms; identifying and correcting problems; conferring with engineers or vendor if applicable.Maintains Telephony network by troubleshooting and repairing outages; testing network back-up procedures, and updating documentation.Maintains ticketing queue by evaluating, troubleshooting, testing and resolving issues with internal requests.Monitoring and optimizing system performance, monitoring system activity and running error reports.Interact with other technical departments to troubleshot solutions including networking, call center system admins, data center teams, and carriersInteract with IT Manager for technical tasks, builds, testing, and projects related to the Mitel Telephony solutions.Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.Setup/Deploy Mitel ACD/HD

Create Cisco telephone and IP phone accountsCreate/Support Cisco Unity Voice Mail accounts. (system issues, advanced menu configurations, documentation)Instruct business partner on how to use new phones and access there VM account's.Cisco Call Manager (10.2) & (9.x) & (7.x)Cisco Unity Connections Admin.Setup phone for multiply phone lines & side cart.Support Cisco 79xx phones.Support Fax lines conversation to work over VG'sSupport business users via ServiceNow ticketing system.Support Cisco Video Conferencing equipment.Networking & Video cabling.Create CCX IVR.VG setup and configuration.Perform project management and design tasks on projects.Cisco Jabber set up and support.Project experience – coordination and follow-thru on projects.Bulk Imports/exportsHunt/Pilot groupsset up end user and application user settings in CM -for Informacast and Amcom paging system.Program VG's for analog phone use.PBX 110 punch down wiring.Nortel phone support.

Create/add/edit Cisco telephone profiles in CM.Setup and deploy Cisco desk phones and wireless and IPCProvide instructions on how to set up and access VM accounts.Cisco Call Manager (9.x)Cisco Unity ConnectionsSet up pickup groupsAdjust CM switch port remote config. & pc port remote config.Setup phones for multiply phone linesSetup VM accountsAdjust phone port speed to match switch.Perform project management and design tasks on projects.Planning and testing to migrate to Unity Version 9.xProject experience – coordination and follow-thru on projectsBulk Imports/exportsHunt/Pilot groupsPBX 110 punch down wiring.Avaya phone support.

Provide Professional, Technical support to on-site and remote employeesProvide exceptional customer serviceMaintained accurate database/ticket informationSME regarding proprietary software and applicationsDeveloped training materials and procedures, and/or trained users in the proper use of hardware and softwareOversee daily performance of technology systemsCreate user accounts & set rights in Active Directory Create email accounts in Outlook & set up archives & delegatesProvided desktop support for on-site clientsSupport Cisco VPN 3.8, 4.0 & 5.0RSA Keyfob support, reset & pin creation and account unlockSMS use for remote supportInstall and perform minor repairs to hardware, software and peripheral equipment, following design or installation specificationsEffectively communicate complex technical information to non-technical audiencesSupport remote users accessing VMWareCreate folders/files on network driveCreate distribution lists & security group list in Exchange/OutlookProvide support for Terminal server accessSet up Right Fax accounts thru Enterprise Fax manager Set up Remote access pointsConfigured Jeppesen Router & Switches and IP Phones

 Lead Tech for the Tech Refresh project at Anthem Inc. Columbus OH Supervised and conducted interview process of gathering all information necessary for PC imaging and deployment Conducted UAT process for new pc’s being deployed. Making sure everything is functioning properly and all needed applications are working before deployment Supervised the Deployment process of over 600 PC’s Supervised the Post Deployment process. Handled any post deployment problems Held accountable for weekly progress updates and outstanding issues and resolutions Held accountable for Quality Assurance on every pc deployed Added and removed software bundles. Configured software applications pre and post deployment Configured printers, scanners, fax machines Provided daily and weekly reports to Project Manager Configured network printers

 Front-line, Provide in-depth front-line technical support to diagnose, analyze, research and resolve computer problems for internal and external Enterprise customers Respond to the technical needs and questions of customers concerning their applications, equipment and access Provide the initial contact for non-primary hours of support Place hardware service calls for Enterprise equipment Communicate outage notification for major system outages to customers and management Initiate training in technical areas of specialization for customers and team members Provide input to documentation of support activities and processes Asset inventory, Data entry for JP Morgan Chase PC and IBM cash register breakdown and move for Marshall Fields

 CSR for BankOne Corporation Support for Novell Network Administration Support for Token Ring and TCP/IP Network Administration Support for Operating Systems: Windows 95, Windows 98 and Windows NT/2000 Support for software applications: Lotus Notes, Microsoft, SAP R/3 Support for mainframe and multiple regions in Gateway SuperSession Support for remote access via AT&T secured VPN, also for Cisco VPN Support for Tivoli Systems Support for numerous client applications Second level support for Answer One

 Hardware and software installation & upgrading for both LAN and Wireless Networking and NT4 Provided training on in house proprietary systems Troubleshoot end user problems, and document problem and solution Prioritized tasks to meet production scheduled deadlines Front line support for various proprietary computers and testing equipment Configured network printers over a wireless network Provided weekly status report on functioning and nonfunctioning equipment Repaired equipment, Replaced network cards and antenna’s  Configured network cards and pc’s for wireless network Provided hands on support for varies proprietary testing systems

Ammo Team Chief. Field ArtillaryD 1/5 Desert Storm / Shield