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A results-driven IT professional with extensive experience in the engineering, administration and support of information systems. In-depth expertise in the implementation, analysis, optimization, troubleshooting and documentation of LAN/WAN network systems. Strong "hands on" technical knowledge with CCT Routing and Switching, and CCNA/JNCIA certifications. Strong analytical abilities and experience with networking technologies like TCP/IP, VPN, VLAN, and Multicast.
  • Hardware: Cisco Routers and Switches, Juniper Routers and Switches,Brocade, HP, Concentrators/Switches, F5 Load Balancer, ShoreTel PBX, NEC 8100 Software: Network Protocols, Routing Protocols, Voice Protocols Platforms: Cisco, MS Windows 2003, and 2008 Server Tools: MS Office, Visio, Wireshark 
  • Coursework in Communications Security Management, Standards Compliance, Computer Network Defense, Information Assurance, Information Systems Security Certification, and Information Systems/Network Security. 
  • Clearances: Public Trust.
Network Engineer Dec 2014 to Current
New Vision Information Solutions, Inc Washington, DC
  •  Design and install network systems equipment in remote locations.
  • Responsible for analyzing, designing, installing, configuring and troubleshooting network infrastructure and devices.
  • Conduct technology assessments, throughput analysis, problem solving, and infrastructure planning.
  • Responsible for identifying transport/network requirements to extend services and engineering/designing the network segment, configuring WAN/LAN devices and ensuring Quality of Service metrics are instituted.
  • Responsible for diagnosing and resolving critical platform technical issues.
  • Function as a liaison between the end user/customer and Enterprise Engineers for capacity planning and engineering.
  • Performs special studies and analyses, with emphasis on cyber-security, and regulatory systems and procedures.  
  • Documenting NIST 800-53 security control compliance findings within Requirements Traceability Matrixes (RTMs) and Security Assessment Reports (SARs).
  • Reviewing and interpreting Tenable Nessus Vulnerability and Compliance scans.
Network Support Engineer Feb 2016 to Nov 2016
American Red Cross Rockville, MD
  • Work to assist Red Cross staff with eBDR pre-deployment, go-live and post-deployment activities.
  • Provide technical support and operational assistance as required for project implementation, turn-up, and post-cutover support.
  • Provide general desk site/end user assistance on changes, implementation, technologies and processes to end users/customers.
  • Maintain and support Cisco Voip, ShoreTel Voip, and VCE polycom
Senior Network Engineer Apr 2015 to Feb 2016
City of Baltimore Baltimore, Maryland
  • Assisted with the implementation of security programs designed to anticipate, assess, and minimize system vulnerabilities
  • intrusion detection or access authentication programs, coordinate the implementation of security programs across platforms, and establish vulnerability reporting criteria.
  • Performed analyses related to cyber-security of SCADA systems affecting the city infrastructure.
  • Configuring and troubleshooting Enhanced Interior Gateway Routing Protocol, OSPF, Border Gateway Protocol, Multi-Protocol Label Switching (MPLS), Virtual Routing and Forwarding, Virtual LAN (VLAN), Virtual Private Network (VPN).
  • Daily Administration of F5 Load Balancers
  • Testing hardware/software in the lab and deploying to different agencies; Working on high scale outages such as hub sites and datacenters; Testing and configuring MPLS VPN for different agencies such as the Baltimore Police Department; Configuring and troubleshooting Cisco devices such as routers and switches; Designing and implementing hardware and software upgrades for customer sites such as the Cisco network, headquarters and remote-pilot sites.
  • Maintained and Supported Cisco Voip and ShoreTel Voip Leads a team of information architects and user designers in the creation and maintenance of public websites.
IT Technical Specialist Oct 2014 to Apr 2015
US Peace Corps MindPetal Software Solutions, Inc Washington, DC
  • Obtained and maintained familiarity with cyber-security systems and industry standards used to protect critical infrastructure. Supported staff in development and enforcement of the cyber-security component of reliability standards. 
  •  Identified security requirements and issues and provide technical support on cyber-security as it affects infrastructure and critical assets.
  • GRID Migration Project: Configuring of Cisco routers and switches for over 60 countries Working with VPN tunnels Working with ASA firewalls Performing Upgrades to IOS routers and switches Remotes installation and management of LAN/WAN Servers Performing quality and assurance test verification Providing insight and feedback on how to improve the documented build process Able to follow detailed instructions with minimal oversight and support, strong attention to detail, and ability to execute instructions precisely Directed, conceptualized and managed the design, development and deployment of digital content.
  • Helped with configuring and daily Administration of F5 Load Balancers
  • Led design efforts related to information architecture, interactive design and content presentation strategies.
  • Analyzed existing and new content to determine and set optimal site structure, user navigation, and layout.
  • Supported ShoreTel and Cisco platform Voip systems.
Bachelor of Arts, Computer Science Juniata College Huntingdon, PA Computer Science
Security Plus pending
Certificate in Computer Networking, Georgetown University, Clarendon, VA, 2007, Cisco Certified Technican Routing and Switching (CCT), 2014 Cisco Certified Network Administrator (CCNA)
go-live, agile, Attention to Detail, Border Gateway Protocol, bonds, business development, cables, Cable, CCNA, cisco, Cisco Certified, Cisco routers, closing, oral, hardware, Computer Networking, content, client, clients, Customer Service, databases, data base, Dell, Designing, DHCP, Enhanced Interior Gateway Routing Protocol, Engineer, senior management, features, finance, firewalls, government, HP, hub, HR, information architecture, interactive design, IP, LAN, layout, leadership, Managing, mechanical, office, Windows, works, Migration, modems, monitors, NEC, Negotiating, enterprise, navigation, Network Administrator, network security, network, networking, networks, organizational, OSPF, PBX, phone system, telephone systems, pick, Police, presentations, Problem Solving, processes, protocols, quality, quality and assurance, retail, routers, Routing, Servers, sound, Supervising, Switches, switch, Cisco switches, F5 Load Balancer, T-1, technical support, telecommunication, telephone, telephony, telnet, test equipment, troubleshoot, troubleshooting, Upgrades, video, VPN, Virtual Private Network (VPN), voice and data, VOIP, web content, websites, WAN, wiring diagrams
This resume is created in 7 minutes.
Career Focus

Results-oriented technology salesperson bringing 10 years' success in growing asset securitization pools and expanding cloud adoption. Client-facing, customer-focused Enterprise Support lead specialist with 3 years' experience with the most prominent AWS adopters. Highly skilled in converting prospects into long-term clients and delivering customer service exceeding expectations in both speed and accuracy. Team-oriented and dedicated to working with stakeholders to find customer-driven solutions to emerging issues. Increasing revenue by educating customers and gaining trust through transparent support. Determined to grow technology adoption in a role that allows me to start from the customer and work backwards to solve all issues.

Core Strengths
  • Managing long-term, complex stakeholder relationships
  • Contract negotiation/review/drafting
  • Earning trust with C-level executives at multinational firms
  • Delivering results
  • Evangelical customer advocacy
  • SQL/Data Warehouse/Aginity; Linux/PuTTY
  • Financial analysis
  • EC2 operations and optimization
  • Using data and client goals to make informed recommendations
  • Navigating resources internally to maximize client expereince
  • Named Lead Technical Specialist for the Northeast territory Banking/Wall Street clients at AWS
  • Successfully trained global technical teams on topics ranging from cost optimization to Enterprise Support strategy
  • Implemented client-led change at AWS by working with the Service Team to have the Cost and Usage Report include EDP services covered, helping clients worldwide allocate costs
  • 1st Place, Highest Revenue Generated, Stone Street Capital
  • 1st Place, Most Deals Funded, Stone Street Capital
  • Promoted to Training Manager, Stone Street Capital
  • Promoted to Hiring Manager, Stone Street Capital
  • Promoted to Senior Associate, Stone Street Capital
  • Promoted to Director of Insurance, Origination and Compliance, Tidewater District, HSBC
03/2019 - Current Amazon Web Services Inc. Herndon, VA
Operations Manager
  • Collaborated with analysts, consultants and practice managers to maximize customer satisfaction, streamline procedures and boost bottom-line profitability
  • Managed daily operations, including staffing up to 100 Professional Services consultants on US and Latin America based projects
  • Analyzed performance data to assess, optimize and elevate operations, targeting current and expected consultant demand
  • Single point of contact for understanding project technical scope and staffing Development Operations consultants in the US for Amazon Web Services Professional Services
12/2015 - 02/2019 Amazon Web Services Herndon, VA
Senior Technical Specialist - Enterprise
  • Educate Fortune 100 clients on AWS account creation and management strategy, resource tagging, report utilization, data visualization, and internal charge back industry best practices
  • Manage billing, account, and cost allocation strategy and support for over $1 billion in annual client revenue
  • Interface directly with CFAs, CFOs, and other executives to build, and continually optimize internal SOPs related to cost optimization, reserved capacity management and service limit trajectories
  • Presented on Wall Street and "K Street" on Reserved Instance management, leading to multi-year, multi-million dollar client commitments
08/2015 - 08/2016 USAID/World Learning Baltimore, MD
Russian Interpreter
  • Provided highly accurate, quality consecutive interpretation from English-Russian and Russian-English for Belarussian delegates at USAID-sponsored meetings
  • Interfaced with Maryland lawmakers, government officials, banking executives, and members of the Belarus government and business sectors, fostering a working relationship
  • Fulfilled the US government mission of creating closer partnerships with influential members of Belarussian society
12/2010 - 01/2015 Stone Street Capital, LLC Bethesda, MD
Senior Associate
  • Traded periodic insurance payment streams on private markets as part of our Client Relationship Management strategy
  • Conducted near-arbitrage transactions for absolute return investment firms in exchange for future cash flows
  • Discounted, purchased, securitized and sold annuities on a secondary market to hedge funds, institutions and insurance firms
  • Worked on a cross functional marketing team and created a series of client-driven marketing programs to expand market penetration and increased key account base by acquiring over 155 client contracts for over 200% of goal in originated fees and funded 92 deals within the year, resulting in over 140% of goal in net profits
  • Contributed to marketing design that generated a 6,000% return on equity (in revenue) in a 30-day period
  • Increased the firm valuation by $22 million in 2013 by purchasing the highest volume of annuities nationwide at an average IRR of 18%
  • Assisted in establishing and maintaining an effective working relationship with support team, including operations specialists, legal, marketing, and sales associates
  • Conducted business transactions in Russian and Chinese
08/2008 - 05/2009 Fisher Investments San Francisco, CA
Account Executive, Private Client Group
  • Coordinated the asset acquisition process with high net individuals.
  • Facilitated new money inflow and qualification process directly with clients.
  • Raised over $10 million for investment during the 2008 financial crisis.
  • Worked closely with Vice President to coordinate meetings with potential clients.
08/2006 - 08/2008 HSBC Bank Various cities, VA
Assistant Vice President, Loan Production Office
  • Serviced a $52 million loan portfolio with over 2,000 clients in consumer lending sector.
  • Contributed to loan origination pipeline for HSBC's Mortgage Backed Securities (MBS) securitization.
  • Initiated 171% of new money sales goals as manager through individual contacts and reviewing deals in process.
  • Managed independently and directed a 6-person sales and operation team and organized daily production meetings and compliance audits.
  • Directed credit default insurance sales for the division.
Monte-Carlo, Monaco
MBA in Applied Finance, 2015 International University of Monaco
  • Corporate finance, hedge fund management, private equity, financial modeling, technical and fundamental asset analysis, equities, innovation, accounting, general management.
Springfield, OH
Bachelor of Arts in Political Science; Russian; Chinese, 2006 Wittenberg University
  • Double-major BA in Political Science and Russian; Chinese language; Freeman grant recipient for study abroad in China; Wittenberg grant recipient for study abroad in Russia; Pi Sigma Alpha honor society
This resume is created in 7 minutes.
Provided tier 1/2/3 support in large, medium, small enterprise to service provider environments. Awarded 5/10yr work recognition. Leadership roles as coordinator, acting supervisor, team lead and even manager. Adapt to teamwork and even self supervision basis. Utilize complex reasoning, tackle infrequent issues, handle escalations, and applied common sense logic.
Sr. Technology Support Analyst, 08/2015 to Current Casanova//McCann
  • Local site Network administrator to maintain, manage, setup and review logs of Windows 2008/2012 servers, NAS, Veritas backups, Commvault, Mitel phone systems, Cisco LAN/WAN/WIFI infrastructure.
  • Local site Systems administrator to administer, configure and support Active Directory, Casper, Adobe CC, Lync/Skype for Business, Landesk, Bluejeans.
  • Deploy images across PC/MAC platforms for new hires to tech refresh replacements.
  • Provide desktop/helpdesk/a/v support to a mixed array of PC, MAC, VPN, Lync, Email, Printing, Conference rooms and mobile phones of users onsite to remotely.
  • Inventory manager to assess, audit, maintain and update all hardware to software asset tracking, procurement, compliance, SOX and RMA.
  • Serve as the project lead/vendor liaison/trainer for LIVE media room, WAPs, NAS, windows server upgrades, Skype for Business to Office 365 migration.
Enterprise Systems Support Analyst (MSP), 04/2015 to 07/2015 OnsiteRIS, Inc.
  • Administer, configure and support Active Directory, Domain Controller, Exchange, Office 365, Google Apps, Outlook, Lync, Printers, LAN, WAN, WIFI, VPN, POS systems.
  • Install, configure and support desktops/laptops/mobile devices/specialized systems application/PC images build and deployment.
  • Serve as systems to email administrator for various clients ranging from QSRs, Hospitality, Legal, Insurance, Church, Entertainment, Education, Health and Enterprise.
  • Provide remote access support, analysis, in depth troubleshooting, end user training, procurement, write support documentation and resolution.
IT Support Engineer, 07/2010 to 11/2014 Verizon
  • Setup, administer to supporting Avaya VOIP/Active Directory/Domain Controller/GPO/Exchange/Outlook Mail/HP to Lexmark printers/LAN, WAN, WIFI, VPN access.
  • Install, configure and support desktops/laptops/mobile devices/systems application/PC images build.
  • Provide end user training, after hours on call support and escalation.
  • Participate in project/outage bridge calls to facilitate automation processes to resolution.
  • Supported multi local offices in LA and SB counties.
NOC Analyst, 12/2008 to 07/2010 Verizon
  • Utilize VMware application to monitor the call routing server (Windows 2008) for 10 HSI/FIOS outsource vendor call centers then escalate issues to Call Routing Support (CRS).
  • Provide tier 1/2 support for vendor centers to report outages, troubleshoot, and maintenance issues.
  • Backup systems administrator for internal employees with open Incident Ticketing System (ITS) and even external vendor centers system access to applications based Access Control List (ACL).
  • Responsible to create root cause analysis (RCA) report for all outages and sent out to all levels of operations management.
Network Support Transport Engineer, 12/2003 to 12/2008 Verizon
  • Ensure network transport circuit operations through Ciena/Aggregation/Lucent switches utilizing Ciena ON Center Data Manager and HP Openview.
  • Build, configure and test Alcatel/Adtran/Fujitsu DSLAMS utilizing Alcatel Access Manager/FENS and Redback/Juniper ERX routers utilizing NXTT.
  • Internal tier 2 support to field operations/vendors and tier 3 support for management on escalations.
  • Design, build, configure and maintain millions of Permanent Virtual Circuit (PVC) users through vast T1/T3/OC3/OC12/GIGE circuits utilizing BAAIS.
  • Analyze and resolve complex layer 3 DHCP/STATIC/PPPOE IP routing/network congestion issues using ping/trace route/naviscore tools.
Technical Specialist, 08/2000 to 09/2002 PricewaterhouseCoopers
  • Utilize Norton ghost to build, configure, and install multiple PC images on laptops/desktops/servers for 5 departments.
  • Responsible for laptops/desktops hardware repairs and work with vendors on Return Merchandise Authorization (RMA) for defective replacement. -Provide tier 1/2 support and even tier 3 executive support ranging from operating system/email/application/networking/printing.
  • Collaborate with peers on Windows 2000 migration project for 3 departments.
  • Backup network administrator assistant to log, configure, and maintain LAN/WAN/Windows NT Servers/Netapp Storage/Cisco Catalyst Switches/Cisco Routers/Nokia Checkpoint.
BBA: MIS University of Houston
  • A+ Certified Professional (A+)
  • Microsoft Certified Professional (MCP)
  • Cisco Certified Entry Networking Technician (CCENT)
  • Cisco Certified Network Associate (CCNA)
Dedicated to Verizon Service Excellence
Additional Information
  • Operating Systems: Windows 98, NT, XP, 7, 8, 10, 2000 Advanced Server, 2003/2008 Server, 2012 Server R2, Lync Server 2013, Mac OSX 10.4-10.8, UNIX, Redhat LINUX, Cisco iOS, juniper OS, Apple iOS, Android
  • Software: Google Apps, MS Office 2007/2010/2011/2016/365, MS Exchange 2007/2010/2013/365, Lotus Notes 4.5/5, MS Outlook/Outlook Express, MacMail, Visio, Acronis, Norton Ghost, Norton AV, McAfee AV, GoToAssist, TeamViewer, Wireshark, Kaseya, VNC, Casper, MDT, Lync, Skype for Business, Bluejeans, Gotomeeting, Webex
  • Hardware: Dell Latitude/OptiPlex/T series, HP Pavilion/ZXXX/Elitebook/ZBook, Compaq Armada/EVO, IBM Thinkpad/Lenovo, Mac Powerbook/iMac/Air, Lexmark, Brother, Cisco 800/2600/3600, Cisco Catalyst 2900/3500, Cisco ASA, Fortinet Fortigate, Sonicwall TZ/PRO, Juniper NS/ERX/SRX, Alcatel UDLP 7300, Ciena DN 7100, Lucent CBX 500, Adtran TA 1124, Adtran TA 5000, Fujitsu Speedport, Riverbed, Apple iPhone/iPad, Samsung Galaxy, POS, NCR, SICOM, Dlink, Trendnet, DTT
  • Applications: Alcatel-Lucent Access Manager, Adtran EMS, Ciena ON Center Data Manager, NXTT, BAAIS, AAIS, HP Openview, Vrepair, Assia, Avaya One x, VMware, Citrix, Vantive, Remedy, Active Directory, Domain Controller, GPO, FTP, IIS, HTML, PHP, MySQL, SQL, Sharepoint, VBscript, Hyper V, Solarwinds, SMS, SCCM, WSUS, Connectwise CRM, Powershell
This resume is created in 7 minutes.
Professional Summary
An experienced professional offering more than 10 years of success in the Customer Service/ Support industry. With experience as a Network Administrator, Desktop Support Specialist and Help desk Manager, I am a proven problem solver and results oriented team player, that is comfortable leading or taking directions.
  • Strong client relations
  • Quick learner
  • Team leadership
  • Self-motivated
  • MS Windows proficient
  • Exceptional communication skills
  • Conflict resolution
  • Strong verbal communication
Work History
Stroman Marketing LLC. Self Employed//Snellville, Ga//June 2012 to June 2016
  • Built and supported a Direct Sales organization of 1300+ distributors.
  • Built successful partnerships in 25 States and 9 countries and created an organization with annual revenues of $250K+.
  • Worked directly with individuals to identify their goals and with them, put a plan of action in place to help them achieve their goals through personal development, coaching and mentoring.
  • Implemented marketing strategies which resulted in the growth of the organizations customer base.
  • Planned and led training sessions to promote personal development and goal setting.
Philips Healthcare, TSE 3/CSS Technical Support Engineer/ Customer Support Specialist //January 2007 to June 2012
  • for Philips cardiac care and patient monitoring equipment.
  • Provided remote, telephone and on site support to Philips Healthcare customers.
  • Duties included:.
  • Philips Intellivue patient monitoring equipment support.
  • Philips Intellivue wireless patient monitoring equipment support.
  • Philips Invivo MRI patient monitoring equipment support.
  • Philips fetal monitors support.
  • Philips ALS and BLS AED defibrillators support.
  • Escalation of customer issues if needed.
  • Accurate CRM customer information entry.
  • Monitoring call queue to ensure SLA targets were met.
Accenture Sr. Technical Specialist //June 2003 to January 2007
  • Provide leadership for tech support helpdesk.
  • Assist with design and deployment of PC workstations environment and software configurations used by the Technology and Infrastructure Services (TIS) organization.
  • Duties included:.
  • Work lead for Atlanta Helpdesk/ desktop support.
  • Scheduling/ prioritizing support for approximately 1800 users.
  • Coaching team members and other technical specialist.
  • Coordinate training of new team members.
  • Maintain customer relationships.
  • Lead team meetings and provide progress updates to leadership.
  • Coordinate scheduled system maintenance outages with other teams and leadership.
  • Tier 3 support for workstation and network related issues.
Accenture Sr. System Administrator //March 2000 to June 2003
  • Provide server administration and support.
  • Ensure services are provided in a timely manner through prompt handling of requests and customer followup.
  • Proactively maintain the server environment to ensure maximum up time and customer availability per SLA.
  • Duties included:.
  • Server and system maintenance.
  • Secure automated system backups.
  • Maintain system backup libraries.
  • Implement and maintain up to date virus protections.
  • Domain administration.
  • Coordinate scheduled maintenance with various teams.
  • Assist with build out and configuration of SAN appliance and NAS.
  • Part of 24x7 on call support team.
Associate of Applied Science - Electronics Technology DeVry Institute of Technology// Decatur //1981
  • United States Navy - Honorable Discharge
  • United States Air Force Reserve E-5 Jet Engine Mechanic - Honorable Discharge
  • National Deans List
  • Presidential Honor Society Technical Training and Certifications
  • Philips Advanced Network Design
  • Philips Network Concepts (FSE)
  • Intro to MS Windows server 2003
  • Network Security for Managers
  • ITIL Foundations Certification
  • A+ & Net+ Certification
  • 7 Habits of Highly Effective People
  • Conflict Resolution
  • 21 Irrefutable Laws of Leadership.
  • Think & Grow Rich.
  • Conceive, Believe & Achieve