AbbVie

Disaster Recovery Systems Engineer

Business Continuity Team Member - Disaster Recovery

Call One, Incorporated

Tier II Support Technician

FirstComm

Managed Services Engineer

Network Operations Technician

TierPoint (formerly Windstream Hosted Solutions)

Data Center Operations Technician II

Sungard Availability Services

• As a Senior Specialist, assigned marquee accounts with significant revenue and reference impact
• Translated client’s high-level business objectives into technical specifications, through process of contract review and client interviews
• Executed the entire DR process: client expectations management, schedule coordination, monitoring, troubleshooting
• “Customer-first” perspective: performed DR at times convenient to client, often during evenings and weekends
• Maintained testbed infrastructure and documented clients’ custom configurations

Senior Technical Service Delivery Specialist

• As a part of a corporate reorganization, emerged with additional responsibilities requiring new skills and increased role in supporting and monitoring DR clients’ High Availability Infrastructure 
• Increased role in assisting router / firewall configurations (establishing TCP/IP and secure network connectivity with mainframe and midrange platforms) for DR clients as a part of launching and upselling new service line
• Received National Service award recognizing successful efforts to turn around a challenging situation with a Fortune 100 client, resulting in saving the client account and mentioned in the corporate newsletter
• Promoted in 2000 with additional responsibilities to assist:  Sales Team and Technical Coordinator Team with DR Cleints’ Test(s) Plan(s)
• As a result of Comdisco acquisition, onboarded and certified 15 Comdisco specialists in the new unified Best Practices
• Participated in multi-year, complex datacenter move from Northbrook to Wood Dale, including client communications, expectation management, and adherence to the 99.999% uptime SLA
• Received National Service award in 2009 and 2010 recognizing the positive recommendations provided by several key clients

Data Communications Engineer II

• Proficiently documented and executed disaster recovery plans for clients under direction of Level II Engineer
• Quickly acquired expertise in telecommunications (ATM, MPLS) and network infrastructure (Cisco, Nortel, IBM, and F5)
• Proven capacity to absorb new technologies and client requirements quickly, ranging from cutting edge to legacy equipment
• “Customer-first” perspective: awarded first Exceptional Service award in 1999 after finding critical issue with DR testing with Fortune 100 client

Data Communications Engineer

University of Chicago

• Supported mixed workstation and server environment utilizing both Windows and Mac
• Administered domain, including onboarding and configuring user accounts
• Migrated several offices from legacy systems to newer hardware and OS

Technical Support Analyst

Passionate and experienced IT Analyst with 23
years in Network, 14 years in BCDR, and 5 years in 
Telephony / Telecommunications

STRENGTHS
VoIP+SIP + Managed Services 
Network Operations+ Disaster Recovery 
High Availability Infrastructure 
Customer Advocate
• Relentless focus on exceeding client expectations in Managed Services and Production, including late night migrations to minimize customer impact.
• Operate within fast-changing environment: new service lines, mergers, reorganizations.
• Quickly diagnose and tackle alarms and critical issues, with strong intuition for effective triage and team escalation
• Lead mission-critical customer migrations, including PRI-to-SIP, fax-to-email, etc.

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