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Work experience

Feb 2010Present

Cisco Engineer -- Intern

Avtech Institute of Technology

Cisco Network Support Engineer  (Not Compensated)   

Provide provisioning, testing and turn-up support of Cisco Routers for Managed Internet Service for small, midsize and large business customers.

Areas of Expertise:

CISCO Support

Configure, support, and maintain a Cisco data network infrastructure consisting of routers, catalyst

switches,data communications equipment, content switches, and wireless infrastructure.

Knowledge of wide area networks (MPLS, dedicated connections, ISDN, VPN, etc).

CCNP certification anticipated in September 2010.

Troubleshoot Cisco routers and Catalyst switches.

Configured and implemented solutions to improve network service using multiple protocol suites and

functions to include OSPF, EIGRP, STP, VTP, ACLs, and VLANS.

Network monitoring & troubleshooting of leased lines.

Designing and implementing access lists (standard and extended) and implementation of IP subnetting 

VLSM over LAN and WAN.

Oct 2009Jan 2010

QA Project Lead -- Intern

Velankani Information Systems, Inc.

Velankani Information Systems, Somerset, NJ             

Quality Assurance Project Leader  (Intern Not Compensated)

Volunteer organization which offers Project Management/Process Improvement services and provides a forum for people in transition to participate in a mentoring program and learn new skills.

Areas of expertise:

Project Management

Developed functional test plans for Velankani web site project for professionals in transition.

Executed test plans according to functional test plans for Velankani web site project for professionals in

transition.

Jul 2005Sep 2009

Director, Critical Situations and Availability

Premiere Global Services, Inc

PREMIERE GLOBAL SERVICES,        Tinton Falls, NJ         2002–2009

Director, Critical Situation and Availability Management (2005–2009)

Executive accountability for maintaining 24x7 availability of all products and services. Managed workflow of Enterprise Operations Center. Enforced compliance with internal operating procedures. 5 direct reports. 30 dotted-line reports.

Areas of Expertise:

OPERATIONAL SUPPORT

Ability to determine issue severity level and escalate to resolution.

7 years experience managing Operational support groups responsible for WAN monitoring and

implementing improvements.

7 years experience in managing network support groups maintaining and configuring Cisco equipment –

CCNA certified.

Release Management

5 years experience as Director of Critical Situations and Availability with strong emphasis on release management process.

Developed and implemented release management process for the organization providing ITIL service management around all infrastructure changes.

Manged software and hardware changes to production environment minimizing impact to customers.

Gatekeeper of all documents surrounding release activities including Operational Readiness Reviews (ORR), timelines, meeting minutes, implementation notes and post installation notes.

Provided single point of contact during infrastructure changes.

Mar 2002Jul 2005

Major Accounts Specialist

Premiere Global Services, Inc

Major Accounts Specialist (2002–2005)

Retained and grew top-tier accounts. Analyzed client business goals against Premier’s product and service offerings, recommending strategies to enhance revenue and profitability. Coordinated implementation efforts of Operations, Network, Tech Support, and Telecommunications groups.

Areas of Expertise:

Customer Service

Excellent written and skills. Provided incident review documents for clients after issues have been resolved.

Strong project management experience. Grew Morgan Stanley account $360K per year redesigning network to reduce planned down time.

Jun 1996Mar 2002

EasyLink Services, Inc

EASYLINK SERVICES/AT&T EASYLINK SERVICES, Lincroft, NJ

Senior Technical Staff Member

Provided high-level support from problem identification to resolution. Executed full-cycle testing of new products and solutions. Served as subject matter expert for EDI-INT gateway solutions, producing customer documentation and configuration information. Worked with cross-functional organizations to build, test, and implement new products. Delivered worldwide customer pre- and post-sales support.

Areas of Expertise:

Customer Support

Provided subject matter expert support for AT&T's EDI and X400 platforms.

Safeguarded $5M in annual revenue and earned AT&T President's award for resolving critical performance issue affecting high profile client, New York Life.

References

Joe Melfi

John is a master of managing fortune 100 customers from a technology perspective. I was fortunate to have John as a member of my team as the single point of contact for some of our most challenging customers. John also played a key role in our firm in managing our availibility on a Global basis. John has proven to be a valubale asset in many different technology and customer focused roles. I highly reccomend him for any technology/customer role.

Julie Wolfe

I worked with John on a very challenging account at PGS. He did an amazing job at correcting a very difficult client issue that allowed PGS to realize a 40% increase in reveue per month. He is very well organzied and able to communicate effectively and efficiently with the clients. His unique problem solving abilites allow for timely resolution of issues and increased customer loyalty. It was a privledge to have John working on my account and as part of my virtual team.

Wayne Lewald

I have known and worked with John Murray for the past 8 years while he has worked as Director of Critical Situation & Availability Management and as a Major Account Specialist. I have been consistently impressed by both John's attitude towards his work, his reliability and his performance on the job. His communication skills have allowed him to develop productive working relationships with both our clients and our staff. Those relationships have allowed us to continue to derive revenue from these Major Accounts, as well as work thru issues that normally would have been revenue impacting events. John possesses solid writing & documentation skills which have enabled him to compose quality correspondence and numerous Operational procedure documents. His thoroughness and meticulous attention to detail with respect to creating a Release Management ORR and Post Implementation Infrastructure stress testing have allowed for many seamless upgrades and the identification issues before they became client impacting. John also has the analytical skills to diagnose problems and devise viable solutions. His ability to remain unflustered during frenzied periods like system degradation & outages that prove his ability to work well under pressure. John would be an asset to any organization and I recommend him without any reservation. Please let me know if you need further information. Thank you, Wayne Lewald Critical Situation  & Availability Management

Certificates

Education

Summary

INFORMATION SERVICES Network Support Engineer/CCNA Certified:

Dynamic IT and communications professional with deep experience in all phases of Network and Operational support with strong emphasis on release management and change management functions. ITIL Service Management certified professional highly adept developing incident management, problem management, change management and release management processes. Highly adept at trouble shooting network related issues in a timely and efficient manner. Partnered closely with Change Management board that delivered strategies preserving millions of dollars in revenue while maintaining stability of all platforms in a 24x7 environment.  

Technical Proficiencies

Technical Proficiencies

Messaging Platforms:

AT&T Mail, IMS, Microsoft Mail, Internet Microsoft Exchange, EDI, EDI-INT, MessageREACH, FaxREACH, VoiceREACH and E Messaging

Ticket Systems:            Remedy

Tools:  MS Office Suite (Outlook, Excel, Word, Powerpoint), IBM Tivoli, HP OPENVIEW

Pop Server:     Worldmail, Netscape, MS 2000 Advanced Server, MS Exchange

Operating Systems:     Unix, Microsoft 9x, 3.x, Windows NT, Windows XP, Windows 2000, MS-Dos, Vista

Protocols:         TCP/IP, FTP, SMTP, OSPF, RIP, RIPv2, EIGRP, Bisync, X.25

Hardware:       Sun Client/Servers, LANS, WANS, Router, PC’s Modems, Monitors