Professional Resume

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~ Creative, Information Technology Professional ~
Networks & Desktop · Diverse Software · Diverse Industry Experience

PROFILE:Creative, solutions-oriented Electrical Engineer with 6 years of experience designing, building, and monitoring enterprise networks. Excels at maximizing potential within given constraints to provide best of breed solutions.

STATEMENT OF PURPOSE:Leverage over 11 years of progressive career movement within diverse industries along with an E.E. degree into a challenging position as I.T. Manager for a business services leader in the greater Houston, Texas area.

HIGHLIGHTS OF QUALIFICATIONS

  • NetQoS Suite
  • Cisco IOS
  • SharePoint
  • Windows (All Versions)
  • MS Office Suite
  • Process Analysis
  • Liferay
  • Dynamic Problem-Solver
  • Linux
  • Visio
  • Adobe Captivate/Camtasia CamStudio
  • MySQL Administrator Workbench
  • Solarwinds Advanced Subnet Calculator
  • Extensive Training Expertise
  • Process Improvement
  • VMWare
  • Fortune 100 Experience
  • Opensource Ticket Request System
  • Technology/Multimedia Production

SIGNIFICANT PROFESSIONAL SUCCESSES

CREATED a training lab to simulate a multi-continental network along with the NetQoS products to monitor the simulated network. This also involved using VMWare-hosting solutions and GNS3 Network hardware simulations.
BUILT Supervisor's Toolkit, an MS Access-based application that delivered 90% of the most used tools to the Escalation Supervisors: Time Sheets, for letters, fax-from-pc, screen-scraping and data extraction, loan amortization calculators, et al.
REDESIGNED the materials utilized by all Consultants to present training to customers. This involved an overhaul of the PowerPoint presentations as well as updating the majority of the animations used to explain complex concepts.
INSTALLED, CONFIGURED and ADMINISTERED the Open Source Ticket Request System (OTRS). This ticketing system is now utilized by seven different groups within the I.T. Department facilitating customer issue-resolution while maintaining communication and auditing abilities on all issues.
AWARDED Consultant of the Year in 2008; cited for contributions in excellence for customer service, consistently high customer satisfaction ratings and extreme dedication to customer needs.

EDUCATION & CERTIFICATION

Bachelor of Science; Electrical Engineering - Louisiana Tech University, Ruston, LA Cisco Certified Network Associate - CSCO11644820

PROFESSIONAL EXPERIENCE

NetQoS Team Lead Aspire Technical Professionals,
Jacksonville, FL
June 2012 - Present
  • Lead a team of senior, expert, and entry level consultants performing professional services for CA|NetQoS customers.
  • Train all members of the team personally in all aspects of NetQoS best practices and consulting techniques.
  • Manage daily operations for all team members.
NetQoS Architect Aspire Technical Professionals,
Jacksonville, FL
January 2012 - Present
  • Consulted NetQoS customers on the installation, configuration, and optimization of network monitoring tools.
  • Inform customers of strategic direction and needed emphasis with regard to network, server, and application infrastructure to optimize performance and reliability.
  • Install and configure the NetQoS suite of products at CA customer sites.
  • Conduct training and knowledge transfer sessions with customers.
  • Provide in depth insight into pre-sales and post-sales strategies.
NetQoS Global Community Officer
CA|NetQoS Global User Community
2010 - Present
  • Served as acting president forming the NetQoS Global User Community group consisting of 300 customers across the globe.
  • Served as Communications Officer moderating the public message boards and implementing social media integration and syndication to Twitter, Facebook, and LinkedIn.
  • Grew membership to almost 600 members in 18 months.
  • Coordinated the merger of the NetQoS community with the Spectrum/eHealth community.
  • Presided at the global user meeting held at CA World in Las Vegas, November 2011.
System Engineering Specialist Research In Motion,
Waterloo, Ontario, Canada
2010 - 2011
  • Implement, configure, troubleshoot, and interpret I.T. resource performance as dictated by enterprise I.T. as well as BlackBerry® I.T.
  • Evaluate and document product functionality of Service Assurance tools according to customer business needs.
  • Upgrade and maintain staging and production IT monitoring tools in accordance with enterprise change management requirements.
  • Create custom data collection, reports, and notifications for 3rd party hardware and software.
Windows/Network Engineer Republic National Distributing Company,
Houston, TX
2009 - 2010
  • Design, implement, monitor, and troubleshoot the enterprise network for performance optimization and service availability; align I.T. resources to business needs.
  • Monitor enterprise I.T. resources for performance degradation. Recommend and manage changes to improve service availability and performance.
  • Maintain monitoring software for automatic alarming. Research and drive projects and changes to shift I.T. systems to support business needs.
NetQoS, Inc,
Austin TX
2006 - 2009
Technical Consultant, 2008 - 2009
  • Charged with implementing technology to decrease the on-boarding time of new employees.
  • Designed and built the next generation training lab in accordance with training department needs.
  • Maximized customer potential by authoring best practices and training material. Creation of collegiate-level papers detailing expertise in network performance monitoring.  Developed best practices documentation on a regular schedule.
  • Created fully automated training lab reset procedures and managed the lab resets.
Networking Consultant, 2006 - 2008
  • In charge of increasing customer capabilities to ensure maintenance renewals and future purchases.
  • Conducted week-long training sessions with customers. Engaged to highly customize training based on customer environments and business needs.
  • Analyzed customer environments and drew business needs from stakeholders in order to customize and conduct on premise training.
Product Support Specialist, 2006
  • In charge of resolving customer issues to ensure maintenance renewal and future purchases.
  • Solved problems with NetQoS products in less than 2 hours.  Charged with becoming the subject matter expert for and disseminating troubleshooting methods for newly acquired products.
  • Fielded incoming customer requests. Provided customer service for upgrades, installations, and customizations.
Customer Care Professional and Database Designer JP Morgan Chase Bank,
Monroe, LA
2003 - 2006
  • In charge of pacifying and servicing escalated customer requests. Approached by management to create applications to streamline time management and customer paperwork requests.
  • Fielded calls from disgruntled customers regarding their home mortgage accounts. Charged with decreasing weekly supervisory paperwork time and creating applications that prevent the need to put the customer on-hold while completing paperwork.
  • Conducted analyses of current situations and built plug-ins for an application to preclude the need to put the customer on hold. Serviced escalated customer requests.