IT/Telephony Consultant / Analyst
Information Technology and Telephony Support Analyst with over 15 years of experience providing
leadership, management, training, and supervision specializing in data, telephony and networking. A
detailed professional with expertise in planning, problem solving, documentation, and standard operating
procedures (SOP’s) for teams and customers. Capably leads in team building, cross-training, and defining
day-to-day business operations.
Leadership and Team Building
Developed comprehensive project goals and schedules by analyzing project teams' strengths and
weaknesses (SWOT), identified problems early, and created and implemented effective solutions to keep
projects on track and budget. Practiced an “open-door policy” with an atmosphere of learning and mutual
understanding, and setting teams up for success.
Consistently researched and identified methods and procedures to build stronger teams that were more
productive, adjusting methods where needed. Designed goal-directed organizational structure and
operational procedures that met an array of project objectives. Guided teams in strengthening our
efficiency, and maintained a positive direction.
Professional Development via continual self-improvement by staying current in new technology as it
develops. Training includes a certification in Red Hat Linux and utilizing online training programs so this
information may be shared with the team or department.
Assisted in the creation and implementation of a IT support team in India, with over 25 employees. This
included operational guides, area of support coverage, escalation procedure, and department contact list.
Instructed project team with ticket closing procedures and customer follow up, streamlining and optimizing
time management. Directed communication effectively to create and maintain strong customer
relationships and retention.
Created and distributed to team automated tickets through “remedy”. This supplied the department with
actual data, for the first time, showing day-to-day tasks and performance, which aided Accounting in their
billing, and was adopted immediately and still is in effect today.
Provided classroom and one-to-one training in Unix System Analyst to a national team. This included
documentation, test cases, and worksheets for testing, monitoring and analysis, resulting in standardizing
training company wide.
Created tools and training programs for project teams including safe secure remote monitoring and
connections using VPN, SSH, Puty, SFTP, Filezilla. This included documentation, test cases, and
Collaborated with and cross-trained other departments to provide automated tracking of team/
departments productivity (Remedy System).
Software Guidance & Assistance – Call Center Consultant: Assist in system upgrades, client
training, and development of (SOP’s), 2008.
Countrywide – Senior Telecom Product Engineer: Level III support for new systems, expansions,
and training, 2008.
Vendor communication for resolving system issues or modifying system performance to meet our
HealthSmart – Technical Support Analyst: IBM AIX System Administrator, Prime Clinical
Administrator, Level III support communicating with vendor to assist with resolving customer
issues or application/system upgrades, 2004-05.
Aspect/Melita Int – Senior Field Service Engineer: Provided new system installs, expansions,
patching, and resolving customer issues. Also provided customer training customized to meet
their requirements. Assisted in interviewing process for new dialer/system manager when
University of New Hampshire, Durham NH - Computer Science, Certificate
Central New England College, Shrewsbury MA - Electrical Engineering, Course work
Boston Art Institute, Boston MA – Art History, Course work
Red Hat System Administration – RH133
SCO Unix Administration
Motorola Six Sigma – Production analysis, statistical monitoring
Downtown Los Angeles Neighborhood Council
Remote Area Medical
American Heart Association
Los Angeles, CA 90017
Phone: 310 748 7113
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