Health Care Service Corporation (HCSC) is the largest customer-owned health insurance company in the United States. HCSC offers a wide variety of health and life insurance products and related services, through its operating divisions and subsidiaries.We are proud to serve our members and are guided by our Purpose: “To do everything in our power to stand with our members, in sickness and in health.” • VMware, Windows, Linux, VDS, DDI• Public Key Infrastructure (Venafi) (PKI) (ADCS) (HSM)• Forward and Reverse Proxy (SSLVA) (BlueCoat) (Apache) (Squid)• Azure, AWS, aaS• Domain Registration, SOA, DNS, IPAM and DHCP (Infoblox) (AD DNS)• BigIP F5 LTM and GTM• Google Search Appliances (GSA)• Data at Rest, Data in Motion, and Data in Use

A leading national ornamental and architectural metal supply house, serving thousands of customers worldwide.• Exchange 2010• Active Directory Enterprise Administrator• Systems Engineer• Desktop Support Supervisor• Telecommunications and Networking

Featured Accomplishments:Oracle Server Upgrade - Responsible for the Operating System, Package and Driver deployment for new Oracle Servers, Responsible for hardware placement in remote and local datacenters in relation to the disaster recovery model for this environment, Integrate existing iSCSI SAN solution for Database and Application Storage, and Document the best practices build-out for deployment of RHEL5 on Dell R910 and R610 blade servers. Kronos (Time and Attendance System) Server Upgrade - Reponsible for the Operating System, Patching and Driver deployment for new Kronos Servers, Responsible for hardware placement in remote and local datacenters in relation to the disaster recovery model for this environment, Integrate existing iSCSI SAN solution for Database and Application Storage, Document the best practices build-out for deployment of Windows 2008 on Dell R910 and R610 blade servers.

Orange Hippo provides the world’s first fully integrated, cloud-based call center solution with native, multilingual support. Our customer experience software was developed with the core belief that businesses need to deliver amazing customer service from any location, at any time, in any language. As a comprehensive customer experience platform, Orange Hippo integrates all the traditional standalone applications — telephony, IVR, call center management, workforce management, and more — into one, intuitively simple platform.

American defense contractor and industrial corporation with core manufacturing concentrations in weapons and military and commercial electronics.

Responsible for Active Directory, Exchange, Domino, DNS, WINS, DHCP, Internal and External Web servers, RRAS, PKI, CA (internal and external), Web Filtering, ISA, Anti-virus, FTP, writing firewall business rules for server port access, and data center design. Experienced builder of enterprise server class machines, including configure various RAID/Arrays for optimal server and application performance. Create and maintain all supporting documentation/guidelines for the server deployment in both development and production environments. Install and maintain operating systems for wide range of hosted applications, implementing system security with internal and external policies. Maintain a high availability of our servers.Featured Accomplishments:• Lead Engineer Exchange 2007 and Domino R7 Mail Administration• Lead Engineer Active Directory Enterprise Administrator• Return on investment projects including, File Server Consolidation, Domino Server Consolidation, Online Collaboration Tools Research and Deployment, FTP Server Setup and Maintenance with Retention Policies• Development of Global footprint databases. Design and implementation of Change Management, Move Add Change, Request To Spend, and other databases using script and object oriented programming.

Monitor and Create Monitoring for network, server and applications to ensure a highest degree of availability worldwide. Maintain a working knowledge of a wide range of applications and systems. Mentor and Train Network Operators how to perform initial troubleshooting and diagnostics. Generate and control escalation policies, processes and procedures on a global scale for internal and external customers. Host daily meetings for Stream IT in order to facilitate the change management for all departments across global IT community. Communicate with internal and external clients to ensure proper information commerce about upcoming events. Schedule maintenance windows and verify communication. Man operations 24x7 with 6 Operators. Service Level (SLA. Organize projects and develop processes and procedures for GNOC team. Report, Measure and Reward on individual as well as team achievement. Work with strict timelines within defined SLA agreements (generated and pushed by myself) to ensure satisfactory result drive escalation, to resolution, to post mortem outage management. Form strategic processes and procedures surrounding the events that occur in an outage situation based on severity and to whom the event affects. Forecasting and budget requirements for Network Operations, Stream Global Data Backup Solutions, and Site Equipment.Featured Accomplishments:• Creation of conditional maintenance events, new site roll out, new application roll out, and various projects to capture process and procedures. • Implementation of knowledge management • Hosted Company Network, Application, and Server Monitoring by providing a diverse assortment of monitor tools, alarm conditions

Responsible for “ramping up” a 800 – 1000 seat call center within a month in order to handle holiday call volumes, support the site for the holiday season, and then pack everything up and close the site back down as quickly as possible. Site Opening• Work with Network Engineers to establish ISP, VPN and WAN Data connectivity. Configure switches and DHCP scopes VLANs from anything to the call center floor to corporate users. Cable management troubleshooting client and server connectivity.• Assist Telecommunication to bring Voice Connectivity. Deploy desktop phones, trace and punch lines. Assist Aspect engineers during deploy of servers, circuits and boards.• Deploy 1000 + computers, servers and printers. Develop desktop image that is compliant with the clients needs for applications and connectivity to VPN devices. Use Ghost Server and Ghost Walk to distribute to multiple computers. Create Servers for DHCP, Active Directory, Proxy/Surf Control, File and Print, and Anti-virus.Site Maintenance• Problem resolution.• Manage IT operational activities. Work closely with Call Center Operations Management, Support Professionals and enterprise-wide IT departments to align site strategies with overall Business Unit and enterprise-wide strategies.• Problem trackingSite Close• Asset Management• Repack and shipment• Transition job assignment

Monitor all Network Devices (Switches, Routers, ISP Circuits, WAN Circuits, VOIP/IPSI and Firewalls), Servers (Services, Applications, Protocols, and State), and Critical Reports, Alerts, Communications and Thresholds to insure the highest degree of availability. Serve as single point of contact for all IT related problems in a global company handling problems, escalating issues, and liaise with clients. Responsible for Outage Management having to triage a problem quickly, multi-task, prioritize and provide on-call engineers critical information in a clear, concise and quick manner. Maintain a working knowledge of a wide range of applications and systems. Lotus Administration including creation of groups and person documents. Handling security issues such as database ACL’s, password resets and address book access. Lotus development of database, web, and document libraries using LotusScript, Java, and @Functions. Problem ticket resolution. Network Operations doubles as first contact for problem tickets on a wide range of issue that are both resolved and escalated. Perform initial troubleshooting and diagnosis. Follow NOC notification and escalation procedures.Featured Accomplishments:• Lead project specialist in process and procedure. Coordinating efforts between Business Directors, Service Delivery Managers, Clients, and Stream IT department.• Project Lead – Push Communications. Capture process and procedure associated with outage management for both Stream IT and Clients.• Project Lead – Server Documentation. Ensure that all server documentation is fresh with items such as IP address, patches, global location, and more.• Project Lead – Contract Tools. Gather information for access and escalation points on all tools used by Stream employees either internal or external to the company.• Project Lead – Circuit Escalation. Produce user-friendly legends for Circuits around the globe and their escalations points.

Supervise Lockheed Martin help desk (Remedy) agents who support over 5000 clients on a wide variety of software, hardware, network and peripheral issues. Supervise Siemens Subscriber Networks, Inc. help desk (HEAT) with agents supporting networking products, including routers, network cards, cable/DSL modems, and OS. Satisfy contracted performance metrics through evaluation and creation of reports from telecommunications, problem management system, and quality assurance databases. Provide agents with training on all technological, functional and logistical items. Implement and manage security policies as directed by nature of the contracts. Measure levels of client satisfaction through satisfaction surveys and call monitoring. Successfully communicate goals and achieve results from help desk agents by relaying these goals and results through daily management and monthly “one on one” meetings. Client presentations for Daily, Weekly, Monthly, and Quarterly reports.Featured Accomplishments:• Created a restricted knowledge base used only by help desk agents and client’s IT Staff.• Created external web presence that provides customer with information About Us, Frequently Asked Questions (FAQ’s) and common procedures.• Implemented First Call Resolution (FCR) tracking and metrics. Added the ability to overcome barrier associated with driving up FCR.

• Narrowband support included connectivity, making sure customer can connect, browse, and check e-mail through the support of desktop applications and modem hardware. • Broadband support included general troubleshooting on Linux and Windows 95/98/NT/2K DSL, ISDN, and RAS/DUN errors, various browser and e-mail client issues, and advanced router and DSL modem operation.