Cell: (813) 283-8894

Marconi Public ATM Switch Technical Training (Sony Erickson)

Cisco Networking Academy (Network Telephone)

Basic Electronics for Telephony (Pensacola Junior College)

A Plus (New Horizons)

Microsoft Certified Systems Engineer (Networks of Northwest Florida)

(Navy schools not listed, but, can be provided)

Certifications

MCP

Security +

Network +

Employment

Pomeroy, 6900 Northpark Blvd, Charlotte, NC  28216 (Feb 2011 to Present)

Technical Support Engineer II (Aug 2013to present):  Provided direct hardware and software support to technicians servicing customer equipment.

Regional Service Technician II (Feb 2011 – Aug 2013):  Provided customer service and troubleshooting, maintenance, repair and recovery of failed IT hardware and Point of Sale Equipment in live retail and office environments.  Works independently in a region that included over 250 customer locations from the Mississippi Gulf Coast to Tallahassee, FL.

Cavalier Telephone, 2134 W Laburnum Ave, Richmond, VA  23227  (Nov 2000 to Jan 2011)

I held a variety of positions during my 11 year tenure with Cavalier Telephone.  Always accepting positions of greater responsibility and authority.  Positions included:

Advanced Business Solutions Supervisor (15 direct reports):  Duties include assisting customers with advanced router and CPE (customer premise equipment) configurations.  DSLAM and switch configurations, testing circuits, interfacing with ATT and Verizon to repair damaged circuits and assisting field technicians with cooperative testing of equipment and data circuits.  Trouble shooting data and voice (VOATM and VOIP) problems.  Responsible for interacting with customers and providing support for data and voice repairs.  Provided immediate customer support for LAN/WAN problems and router configuration (ie, port forwarding, DHCP configuration, Ethernet interface modification, etc,).  Provided support for reported phone problems (Lucent 5E and DMS switch configuration, programming, and testing, circuit provisioning and testing).   Proficient in troubleshooting CPE (Netopia, Polycom, Verilink, Adtran and Cisco) for various customer related issues.  Provided mentoring and troubleshooting assistance to technicians.   Accepted escalated customer issues.  

Network Engineer:  Worked on the backbone network systems for Network Telephone which encompasses 7 states in the Southeast.  Worked daily on TCP/IP subnets and routing, Marconi hierarchial pnni, and building pvcs and spvccs.  Did maintenance on the network (upgrades, load-balancing, reroutes, etc) and was 24x7 support for troubleshooting network problems and outages.

NMC/NOC Surveillance Technician: Proactively monitored the network for trouble, responds to network alarms, troubleshoots network elements and circuits, opens and escalates tickets internally with NMC/Engineering and externally with vendors and LECs.   Work included monitoring the network for trouble via Netcool, working trouble tickets on Network T3, OC3 and OC 12 circuits,  troubleshooting network outages, opening tickets with LECs and/or vendors, escalating tickets internally, etc.  Daily issues handled included trouble on circuits to the DSLAMS and the backbone network of DS-3 circuits, ATM switches and routers.

Technical Support Lead Technician: Provided immediate support for customers with LAN, e-mail, data, domain, and VPN issues.  Proficient with various e-mail clients and operating systems.

Provisioning Technician: Responsible for ordering and provisioning T1, SDSL and IDSL circuits from ATT.

Awards

December 2009: Follow Me award for conceptualizing and spearheading a project to disconnect unused circuits that resulted in an annualized cost savings of $250,000.00 for Cavalier. 

January 2008:  Above and Beyond Customer Retention award for consistently providing outstanding customer service.

June 2004 and August 2005:  Employee of the Month

United States Navy 

Highlights of Navy Career:  

1995 – 2000 worked in the Commands IT department, building individualized desktop systems and providing desktop and server support for 125 users.  Responsible for data server back-up,  maintaining LAN connectivity and router configuration, and creating and maintaining e-mail accounts on the Unix mail server.

Excerpts from Navy Achievement Medals

“...HM1 Hayden's dedication, ingenuity, resourcefulness and “can do” attitude resulted in vast improvements in the division's research facilities.  HM1 Hayden played a pivotal role in the organization, test, and implementation of multi-million dollar research projects in cooperation with the National Aeronautics and Space Administration, the Massachusetts Institute of Technology, the University of California, and the Netherlands Human Factors Research Laboratory...”

“...among his other accomplishments, he used his computer expertise to develop a tracking system for the commands physical readiness test results and a data collection system for aviation physiology training Navywide.  He was instrumental in preparing the command for the Navy Occupational Safety and Health Oversight Inspection in which the command received a rarely attained score of 94...”

“...his knowledge of computer systems and facility with data entry were indispensable to the success of the project...superior professionalism, loyal dedication to duty and technical expertise reflect treat credit upon himself...”

References available upon request.