Work experience

Work experience
Feb 2010 - Present

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 2009 - Jan 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


Jul 2005 - Sep 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:


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 2002 - Jul 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 1996 - Mar 2002

EasyLink Services, Inc


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.