GERALD C.  ALLEN, Sr.

10019 Dean Chase Blvd. Orlando, FL 32822 ▪ 904.536.9102 ▪ gcas1103@gmail.com

 

 

 

 

 

Profile

 

Motivated,  Application Support Manager with Masters Degree in Management(project management) and Bachelors Degree in Computer Science.   A successful 20-year Information Technology career serving in the U.S. Navy. Talent for quickly mastering technology and managing teams. Industry certifications in CompTIA A+, Network + and Security+. Motivated achiever who guides organizations in applying technology to business settings, provides added value, and effectively manages and grows teams. Accustomed to handling sensitive, confidential records and materials. Demonstrated history of producing accurate, timely reports meeting stringent SLA objectives. Proficient problem-solver who envisions business and technical perspectives to develop workable solutions. Adept at change management applying policies and procedures to create seamless team cohesion.

 

Flexible and versatile – performs confidently and effectively under pressure and thrives on challenge. Poised and competent with demonstrated ability to easily transcend cultural differences. Excellent team-building skills. Effective instructor/trainer

 

Skills Summary

 

u        MS Word, MS Powerpoint, MS Excel, MS Access u        Windows 7/8/10 u        Magic/Remedy/Heat/ Sharepoint/ Ticketing systems u        Project Management u        Analysis Reports u        TCP/IP Networking u        Cisco Call Center Manager u        Networking: Wireshark/TCP packet analysis, DNS, LAN/WAN, VPN, VMware.   Professional Experience

u     Microsoft Configuring Windows Server 2008 Active Directory Domain Services (6425) u     Planning for Windows Server 2012 Servers (6430) u     Interconnecting Cisco Networking Devices part (1 & 2) u     SCCM u     RF tools (Glance, REVEAL, Cockpit,  AAA, Falcon, Hammer, Secure CRT, TRAMS, CTPS u     Remote Access u     U.S. Navy Master Training Specialist (Instructor)

 

COMPTIA A+ ADJUNCT INSTRUCTOR  Lasalle Computer Learning Center, FL ▪ Sep 2016 – Present

¨      Provide Instruction as directed and use effective teaching methods.

¨      Establish clear goals and objectives, outlines, and lesson plans.

¨      Adapt teaching methods and instructional materials to meet student’s varying needs and interests.

¨      Plan and conduct activities for a balanced program of instruction, demonstration, and work time that provides students with opportunities to observe, question, and investigate.

¨      Monitor student’s performance to make suggestions for improvement and to ensure students satisfy course standards, training requirements, and objectives.

 

SENIOR TECHNOLOGY SUPPORT REPRESENTATIVE  Orange County Public Schools, Orlando, FL ▪ Nov 2012 – Present

¨      Troubleshoots and maintains district-approved site-based networks, workstations, peripherals/hardware and databases. Network and manage HP printers and print servers.

¨      Diagnose, tracks, and solves hardware and software problems; escalates irresolvable issues to the appropriate department for resolution.

¨      Provides technical support for computer hardware and software applications to school or department personnel. Supports the configuration of software as well as assisting users.

¨      Use SCCM to retrieve, review, or  modify data, deploy imaging; and deploy software.

¨      Implements the installation, relocation and/or modifications of district-approved workstations, monitors and peripherals; relocates existing equipment for the school or department.

¨      Tracks hardware inventory and maintain a database of technical equipment.

¨      Recommends implementation of new workstations, software, and other technical equipment.

¨      Prepare planning for school-based technology. Implement and maintains the school site.

¨      Utilize project planning for multiple installation and network projects for all Alternative Education sites based on top down network infrastructure needs.

SKILL SET USED - SCCM, Heat ticketing system, Windows 7/8/10, Project management, TCP/IP Networking, Active Directory, Managing 2008 & 2012 servers. Wireshark/TCP packet analysis, DNS, VPN, VMware, MS Excel, MS Word, MS Powerpoint, MS Access. Remote access to login, analyze and resolve computer issues. A+ for computer repair. Network + to troubleshoot and repair networks. Security + to ensure proper security measures are applied to folders in Active Directory, and computer integrity. Project Management skills to implement and complete computer intalls and upgrades.

 

RF ENGINEER II ▪ Ericsson, Orlando, FL ▪ Oct 2010 – Oct 2012

¨      Responsible for planning, analysis, implementation, optimization and enhancement of

      wireless telecommunications networks. Responsibilities include troubleshooting analysis,

     system dimensioning for coverage, traffic analysis, and coverage planning.

¨      Sound understanding of equipment co-location requirements for multiple operators and

      perform inter-modulation analysis on specific cascades.

¨      Excellent knowledge of system topology and air interface parameters for network

      technologies within Ericsson vendors to include Nortel, Sprint, Lucent, Motorola.

¨      Analyzed air interface parameters for network technologies include CDMA, TDMA, iDEN, (EVDO, 1XRTT/ OF DMA).

¨      Perform design, acceptance test procedures (ATP), Commissioning, Integration & Optimization RF engineering in Small Cell Networks (DAS) for all current wireless technology UMTS, CDMA, WCDMA and LTE.

¨      Diagnose all RF related issues such as interference, call drops, handover failure, bad quality, pilot pollution, poor coverage, hardware faults and alarms.

¨      Specialize in AIRAVE, UBICELL and EfeMTO break fix support. Plans and coordinates projects with RF field operation teams as required. Generate RF related reports as required.

SKILL SET USED – Remote software tools to analyze and troublehsoot cell tower cascades and in- building wireless soloutions (EfeMTO units). Utilized RF tools (Glance, Reveal, Cockpit,  AAA, Falcon, Hammer, Secure CRT). Generated RF engineering related reports in TRAMS, CTPS, and SharePoint as required. Remedy Ticketing system.

 

       APPLICATION SUPPORT MANAGER ▪ Beeline Inc, Jacksonville, FL

        ▪ Jan 2007 – Sep 2010

¨      Managed a 30 person call center providing customer support of Contingency Workforce Solutions software, which supports and streamlines client hiring processes and time entry. Trained and managed call support analysts.

¨      Analyzed statistical call data utilizing Avaya and Cisco Systems call center software to report daily, weekly, and monthly reports providing accurate information to top management tracking over 3700 calls monthly

¨      Provided prompt, accurate, and respectful support to internal and external users, employing high degree of customer-service skill and technical expertise while ensuring customer satisfaction to over 800 Beeline clients and suppliers

¨      Responded to, evaluated, and prioritized incoming phone/email requests for technical assistance with hardware, software, networking, and other computer-related, web, and telecom technologies

¨      Escalated, analyzed, and tracked contingency workforce solutions trouble tickets and calls through “Magic” and “Share Point” ticketing databases ensuring quick resolution, and meeting Service Level Agreements

¨      Managed numerous projects as necessary to efficiently execute new “Go-lives on software resulting in ease of customer use and smooth transition of client onboarding.

¨      Managed and implemented project on the conversion from AVAYA to Cisco Call Center system. Wrote request for proposal and accompanied president of Beeline during the demonstration for purchasing of the Cisco Call Center software.

SKILL SET USED – Magic, Share Point, and Remedy ticketing software. Avaya and Cicso Call Center Software to support call center operations. VPN, MS Excel, MS Word, MS Powerpoint, MS Access. Active Directory for clients. Training and managing support analysts.

 

INFORMATION TECHNOLOGY MANAGER, Naval Air Station, Jacksonville FL, United States Navy ▪ Sep 1986 – Jan 2007 •U.S. Navy Achievement Medal (2)

¨      Information Technology Manager responsible for system administration via the defense messaging system within the Navy Marine Corps Internet system supporting Military Tactical Support operations.

¨      Successfully operated and maintained the Defense Messaging System, Message Dissemination System, an associated software/hardware to include cryptographic operations, and ensuring delivery of over 1000 e-mail/messages daily via secure and unsecure LAN Networks

¨      Implemented project for conversion of five database and LAN systems in a fast paced multi-tasking communications environment; managed TCP/IP protocols and procedures at 100% success rate.

¨      Conducted project to evaluate hardware and software requirements, researched vendor support, and coordinated vendor services for LAN upgrade resulting in the purchase and installation of one training lab saving the Navy over $30K

¨      Researched and planned projects providing analysis reports for implementation decisions during numerous (Navy Marine Corp Infrastructure ) secure network installations

¨      Certified as a Master Training Specialist. Navy Instructor who designed and conducted training classes at the departmental level facilitating a 30-person organization.

SKILL SET USED - TCP/IP Networking, Active Directory, Wireshark/TCP packet analysis, DNS, VPN, VMware, MS Excel, MS Word, MS Powerpoint, MS Access. Top Secret clearance used to disseminate highly sensitive message within the NMCI (Navy Marine Corp Infrastructure). Secure and Non- Secure LAN/WAN integrity and maintainance skills entailing cryprographic operations. Navy instructor.

 

Education

 

New Horizons Computer Learning Center, Orlando, FL

Attained CompTIA A+, Network+, and Security+ Certifications

 

Columbia College, Columbia Missouri ▪ B.S. Degree in Computer Information Systems

 

Strayer University, Orlando Florida ▪ M.S. Degree in Management (Concentration in Project Management)      Alpha Chi National College Honor Society member