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Work Background
Bespoke IT ServicesLead Consultant / Founder
Nov. 2016Dallas-Fort Worth Metroplex• Oversaw consulting and augmented support services company • Managed full cycle operations including billing, sales, budgeting, project management, consulting, analytics, and client retention
• Hire and supervises a team of contractors and internees to support goals and needs of client engagements • Manage project delivery for multiple client projects and outages simultaneously • Develop and track key metrics such as trouble tickets per month, revenue per client, trouble ticket per unit, tickets per user
• Develop all IT policies and practices for areas such as: Asset Management, Service contracts, User experience, User security, Cyber security • Worked closely with Executives on IT budget and IT Processes
• Assume ownership of an estimated queue of 1000+ user problems per year and proactively work to resolve issues, ensuring that all service requests are logged in the IT service ticketing system
• Designed and deployed the Network, Wi-Fi, Cabling, Printing, and all VOIP services for 10 newly established corporate entities
• Develop and manages the equipment deployment process for turnover and new hires for a company of 150+ employees
• Negotiate contracts with third-party companies to fulfil corporate service requirements, including VoIP, internet, and printing
• Utilizes IT expertise to troubleshoot and resolve hardware, software, connectivity, and IT issues reported by the users.
• Administrator of O365, telephony and security systems, administering over 50 assets and company specific proprietary software
• Identified and collaborated with the executive management in the company to ensure business needs were considered
• Executed reverse engineering process and system documentation for existing non-documented work systems and created new documentation for new systems • Configures new network closet and manages AWS server employees' usage across 30 employee company
AT&TNetwork WAN Engineer
Jun. 2011 - Oct. 2020• Provided technical oversight throughout the CSC to AT&T WAN transition project as a Project Manager/Technical Lead during the transitional period between management and ownership changes
• Designed MPLS circuits and maintained the support of BGP for an enterprise-level service provider • Utilized technical and networking expertise to create network graphs, maps, and related documentation and managed the completion of SLAs and RCAs • Administered over 6000+ devices over the period of employment
• Backfilled for SDMs (Service Delivery Managers) And CDMs (Client Delivery Managers) on a week to week basis
• Demonstrated deep understanding of upgrades and hardware from Cisco and Riverbed
• Responsible for administration and maintenance of WAN Accelerators, including Riverbed Steelheads and CMC devices, and maintaining WAN environments for multiple enterprise networks consisting of thousands of devices, including maintaining accurate and complete documentation for all infrastructures
• Worked in Shifts and an on-call rotation with co-workers and colleagues Primarily Cisco based Network Support / Troubleshooting for WAN and LAN connectivity, routers, and Unified communications. Interact with client's Engineering teams to resolve network issues to clients satisfaction
Evaluate, test, recommend, and implement specific network solutions.
Resolve inefficiencies and network performance issues
Work on project teams and participate heavily in development, testing documentation, and infrastructure deployment activities
Coordinate repair maintenance activities with external vendors
Verizon Data ServicesNetwork Engineer - Internship
Mar. 2010 - Jun. 2010For my Senior project at DeVry, we approached Verizon with free labor in the Networking field. They gave us roughly 10 weeks to build and configure a test network for them to use for training purposes. I used old equipment, managed my team (classmates) and maintained constant, and consistent professional communication with Verizon staff. We successfully delivered an IP lab environment for them to train on.
CSCSR. Service Desk Representative
Apr. 2009 - Jun. 2011Took inbound calls from internal and external customers which involve technical issues. Coordinated with many teams and project managers to improve service across our operations. Trained many members of our help desk team on procedures and handling calls.
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