Summary: ITIL Certified Customer Support Manager with 14 years' experience improving, optimizing Support Teams. Developed Service Level Agreements/Standard Operating Procedures (SLA/SOP) to establish problem resolution. * Worked in multiple roles in the IT field, and designed, deployed and configured servers and network equipment in Data Centers, corporate LAN, Retail stores, and residential customers. * Develop policies and procedures that outline how problems are identified, documented, assigned and corrected. * 5+ years' experience Managing 24x7x365 NOC, developing SOPs and Support Staff

Highlights:

• Wide Area Network
• Configure
• Lan/Wan
• Local Area Network
• Integrity
• Personal Computer
• Security
• DHCP (Dynamic Host Configuration Protocol)
• Network Security
• Networking
• Standard Opperating Procedures
• Leadership