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    <`0href=2kimaçes/AäamOppddHsanoResume-SApTember204.xdf#>Downmoad Pr)ftible Rwsua<¯a>

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  • Ow. and m!nagE crytIcaèsituat[gjs¡dhvkughBco|pheöionð/hiz"T`d 4 ( è <®i|Mcnagå slˆ onÑgPn@l aMd4xtor>aj ÁoåmvnMc!4moª´ol4 ¼ ä ð ` Ý" (.de>GbenPify)Aþd¶acsdsu umteat$andburgen+y"of$ea¯l sktuátioæ,(devgl/p"pan"ij ikthoê<)li6 $ ¢ " |,i>Ect !S single pkint of £ontAct ÓPOC) for $internel`aîd exterzil Stikehox`err
    • $ " 8lé>LeverafeintErna| besources to drive critibal issues |O(successful resmlutiOoBuild relationships with internal Teams and the customer
  • Document events, conversations, solutions
  • Create case studies
  • Define process and escalation points for critical customer situations
  • Establish and develop key relationships within the Fuze global organization to align and leverage global customer support initiatives
  • Drive alignment of support processes within customer care center of excellence
  • Lead cross-departmental process improvement to maximize customer retention and revenue
  • Employ practical experience for managing customer conflict
  • Foster collaboration within a cross-functional environment
    •  ?
     

    Fuze formally ThinkingPhones - May 2015 to January 2016
    Senior Level Network Support Engineer/Team Lead

    • Work directly with customers’ IT and Network personnel through phone, email, and case management system to troubleshoot and resolve customer reported network issues
    • Configure and support Routers, Switches, Firewalls including but not limited to Adtran, Cisco, Juniper and SonicWall
    • Restore, recover, or alter configurations, logical or physical, to maintain service integrity
    • Respond proactively and appropriately to client monitoring alarms
    • Manage multiple issues in parallel, taking responsibility for meeting SLA and updating customers
    • Proactively suggest and implement process improvements
    • Configure and support T1's, setting up QoS, separating voice endpoints on their own VLAN, applying custom inbound / outbound rules to the firewall, etc
    • Configure and support DIDs, Number Portability, TDM circuits, Data access DSL/Cable/T1/Metro Ethernet
    • Configure and support OS - Linux (and / or other Unix and command line VM
    • Network analysis fundamentals and troubleshooting skills
    • Communicate verbally and in writing with customers in a professional and friendly manner
    • Network troubleshooting of SaaS based architectures including network fundamentals (OSI Model, TCP/IP, Ethernet, routers, switches, firewalls) and any hands-on experience with routers / firewalls
    • Packet capture analysis using ethereal/Wireshark or equivalent
     

    ARO IT Solutions, MA– 2005 to May 2015
    Owner/Operator

    • Design and implement Key Phone Systems, PBX’s and VoIP PBX’s
    • Design and implement Data Networking Equipment
    • Design and implement Voice and Data Cabling Plants
    • Business Desktop Computer Solutions
    • Cloud Backup/Disaster Recovery
    • IP Surveillance Systems and Door Access Systems
    • Point of Sales Systems
     

    Total Communications, MA, CT & RI– May 2005 to September 2005
    Customer Service Technical Sales Engineer

    • Technical Engineering for Key Phone Systems, PBX’s and VoIP PBX’s
    • Technical Engineering for Call Center Applications
    • Technical Engineering for Data Network components
     

    3COM Corporation, Marlborough, MA – September 2000 to April 2005
    Customer Service Technical Support Engineer / Pre-Sales Technical Engineer
    Publisher, Web-Based Technical Documentation for Knowledgebase
    Lab Coordinator – CSO North America

    • Provided Post-Sales Technical Support for a VoIP PBX
    • Provided Post-Sales Technical Support for a SIP PBX
    • Provide NBX Call Center Technical Support
    • Provided NBX Unified Communications Technical Support
    • Provided after hours’ technical support 14-20 weeks per year
    • Provided Pre-Sales Technical Support for complete Voice product line
    • Beta site manager for the NBX100 V3.0
    • Wrote technical documentation - web knowledgebase
    • Edit/publish technical documentation, written by other engineers, for web-based Knowledgebase
    • Lab Coordinator for North America
     

    AVA Technology Inc., Billerica, MA – April 2000 to October 2000
    Customer Service Technical Support Engineer

    • Provided 24/7 technical support for a PC based voice processing system
    • Approved Return Merchandise Authorization
    • Wrote technical documentation for manuals
    • Consulted Software Development on features and enhancements
     

    ITI Inc, Detroit, MI – January 1998 to March 2000
    Communications Technician/Field Engineer

    • Engineered, installed and serviced many phone systems and voicemail systems and data networks including Samsung and Tadiran (ECI)
    • Installed and terminated cat 3, cat 5, burial and aerial cable
    • Integrated systems to ensure proper functionality
    • Integrated T1, PRI, BRI and ISDN circuits with multiple PBX and Key Systems
    • Installed proper grounding and lightning protection units such as gas or super resistors
    • Consulted with customers to complete tasks in a time and cost-efficient manner
     
    PBX Inc., Malden, MA – October 1993 to December 1997
    Communications Technician/Field Engineer
     
    Certifications, Accomplishments and Interests
     

    Adtran - Routers and Switches
    Appneta Network and Application Monitoring
    Inter-tel - Axxess and IP5000 and Call Center Suite
    3Com - All VoIP and SIP Products
    AVA Technology - All Products
    Samsung - DCS, Starmail and Cadence Voicemail
    Tadiran - SL and Coral ISBX Installation and Maintenance
    Sprint - Protege
    AT&T - Partner, Merlin and Legend
    Bogen Communication School of Sound - Design and Installation
    Key Voice Technology - Verbatim Voice Mail
    Telekol - TVM Voice Mail
    Panduit Network Systems Group - Category 5, 5e and 6 cable installation
    MasteryPoint Learning Systems - Telecommunications
    Learning International - Quality Service Skills

    Red Cross Volunteer September 11 Search & Rescue - NYC

    Music as a Hobby