Jeffrey Jordan
970-314-0565
jeffpjordan@gmail.com
Seasoned Technical Professional with
Network, NOC, Operations and management experience of over 20 years.
Demonstrated experience in management, technical skills, and consistent
success in managing projects bringing solutions and enhancements that optimized
technical environments.
•Experience in various operating systems
•Team building/leadership
•Excellent problem-solving abilities
•Strong analytical skills
•Hands-on and proactive
•Windows OS
•Cross tier components implementation
•Knowledge of web technologies, protocols
and tools
•Network/server maintenance
•System upgrades
•Patch management
•Various computer systems
•Network improvements/repairs/upgrades
•CISCO router management
•Strong project management skills
•Key member in the customer BU's meetings
focused on issues/resolutions, upgrades and/or new.
•Investigating new technologies,
negotiating with vendors, determine.
•Managed the installation of new Publishing
Systems using tools such as Ms Project and Visio.
•Technical specifications creation
•Optimizing and performance tuning
•Strong problem solving/troubleshooting
skills
•Excellent diagnostic skills
•Customer needs assessment
•Vendor/Client relations
•Desktop Publishing Software: Adobe
Distiller, Adobe FrameMaker, Adobe InDesign, QuarkXpress
•Digital printing/copying
•Developed and improved procedures and
process flows related to troubleshooting
•Heavy interface with vendors ensuring
adherence to SLA performance .
•Established Best Practices as well as
authored detailed design documentation and operations procedures
•Managed the Remedy ticket resolution
process.
•Capacity Management, Change Management
•Align work and assignments with expertise
within NOC.
•Network Operations: Noc Management, Change
control, Following SLA's and Metrics, Identified and implemented productivity
opportunities and efficiency.
•Systems Management: Windows XP, 7, Novell,
Applications & Networks
•Network Monitoring: Concord Nethealth,
Casterock, Netcool, HPOV
•Operating Systems: Windows, Novell, Web
based Diagnostic tools
•Installations: Building circuits, servers,
routers & switch installs
•Management: Staff, process &
procedure, training, escalations, change control
●
COMPETENSIES:
Work closely with all BU's informing, collecting concerns and offering
solutions.
●
Mentoring
staff and offering them a growth path.
•Ensured closed-loop communications
providing timely updates regarding trouble resolution to appropriate
organizations.
•Team player proactively supporting partner
support organizations in delivering quality enterprise services including
Provisioning, IP Engineering. Application Engineering, Systems Engineers,
Enterprise Management, Capacity Management, Change Management, Project
Management Office, Field Operations and Tier 1 & Tier 2 support, etc.
•Responsible for resolution of all system
faults and network problems. Preformed the functions of a Call Center as well
as a NOC, following initial call/ticket via Remedy through resolution “I
owned the issue” (Cradle to Grave).
•Proactively assigned areas of the network
to be monitored for the health, capacity and faults as well as acquiring a
baseline to be used in ongoing analyses.
•Continuously worked toward enhancing
organizational excellence for staff as well the accuracy of our network
tools.
•Responsible strategic contact for problem
escalation process regarding critical failure occurrences. Engaged key
personnel required to identify Root Cause and implement corrective action.
•Heavy interface with vendors ensuring
adherence to SLA performance metrics (Sprint, AT&T, Cisco, Compaq, Sun,
etc).
SYSTEMS EXPERIENCE
●
Operating
Systems: Novell Netware (2.x, 4.x); Windows 95 & 98, NT
Server/Workstation (3.5, 3.51and 4.0, Windows 2000 & Windows XP); DOS;
Macintosh (System 7 through 7.5).
●
Cisco
and Bay Routers & Switches, WANS & LANS.
●
DNS,
DHCP, Wins.
EDUCATION
Brick Computer Institute
1981 to 1982
Microsoft Certified Training
1994 to 1996
NT Server, NT Workstation, Hardware, TCP/IP
(3.51)
PROFESSIONAL EXPERIENCE
StarTek
Grand Junction, CO03/13 – Present
LSS
●
Working
as a LSS in the PSG Dept, accepting orders from the CSS, Gathering and
verifying data sent on by AE, Placing the order through various applications,
notating the process followed as well the status of the order. After placing
order with Order Specialist continually keeping tabs on progress of the
order(s).
St. Mary’s
Medical Center Grand Junction, Co06/12-3/13
Technical
Analyst, Desktop Support Tech
●
Supporting the migration to eSummit
MRS.
●
Installing PC’s, label printers,
wristband and laser printers, scanners, laptops and tablets as well as
configuring and/or imaging the aforementioned.
●
Working closely with headquarters in
Denver verifying all devices are communicating properly on the network.
Inventoried all devices, work trouble tickets.
StarTek
Grand Junction, CO10/09 – 06/12
CSR
●
Working
as a CSR and supplying excellent service to our customers, taking calls and
solving customer issues, taking payments on customer’s account. Documenting
the reason for the call, and what was done to satisfy their needs. Taking
care of the customer in a timely fashion as well as updating customer account
information.
●
Maintaining
service, talk/wrap time, data, and both client and consumer satisfaction
levels.
Bresnan
Comm. Grand Junction, CO9/08 – 5/09
IP
Operations Manager
●
Assisted
in the development of method and procedures related to the Advanced Services
Infrastructure for HSD and Telephone, including Systems and Network Elements
such as, security, DNS, network monitoring, disaster recovery, IP management,
network inventory, email, documentation, support tools and various
provisioning systems.
●
Provided
core support involving technical research & design in selection of
vendors, service providers, products and services used in the Advanced Services
Infrastructure, including creating specification requirements and test plans.
●
Provides
budgeting support for HSD, Telephone and VOD related technical aspects
involved with the Advanced Services group.
●
Supports
the deployment of Advanced Services for Residential and Commercial HSD (High
Speed Data) and telephone offerings.
●
Supports
the transition of HSD Services to Advanced Services Infrastructure in
acquisition scenarios, including planning and integration of OSS (Operational
Support Systems) into existing HSD infrastructure, reconfiguration of network
elements and supporting technical field personnel.
●
Responsible
for the entire OAM&P (operations, administration, maintenance &
provisioning).
●
Acted
as primary interface with 3rd party service providers in establishing
interface agreements, escalation process.
●
Supports
design and deployment of HSD and Telephone services in new markets.
Works with launch coordinators to deploy Advanced Services from alpha through
production phase.
●
This
includes value added services like; VPN’s home networking, dynamic DNS,
Tiered Data Services.
●
Interviews,
selects, trains, and directs assigned staff, providing regular performance
feedback and coaching, ensuring a productive staff.
●
Managed
technical staff necessary to support the Advanced Services Infrastructure,
including, Regional Data centers, Local Data centers, Collocation centers and
the Managed IP Network.
Swiftpoint
LLC. Aurora, CO4/08 – 8/08
Operations
Manager.
●
Job
requirements were “whatever it takes to get the job done” to service the
client.
●
Prepared
upgrade to a 2000 network to 2003 and documentation, met with clients
●
Evaluated
new software or hardware working with vendors assisting clients.
Dow
Jones &
Co.
S. Brunswick, NJ (Contractor)09/06 – 10/07
Enterprise
Infrastructure Support (EIS)
●
Support
Dow Jones System Admin’s and Project Managers
●
Responsible
for Racking and stacking of servers.
●
Building
circuits between servers and switches.
●
Building
Cat 5 Patch Panels (Wiring and installing).
●
Site
survey of all equipment and entering into Database.
Managing
Editor
Inc.
Jenkintown,
Pa
09/04 – 11/05
Product
Installation, Training and Support
●
Responsible
to ensure client is 100% operational on purchased Managing Editor product set
– ALS, CLS and Adworks.
●
Responsible
for client interface at client site including resolution of issues and
ensuring customer satisfaction.
●
Manage
overall project plan.
●
Manage
client site survey/visit to determine current technical environment, volumes,
number of users & associated skill levels, etc. prior to project install
date.
●
Identify
design and/or configuration issues.
●
Identify
any potential performance issues.
●
Manage
coordination of installs with client technical staff to minimize down time
and to ensure successful cut-over.
●
Conduct
UAT test at customer site.
●
Provide
Training to client staff.
●
Provide
post-install ongoing technical support to client base.
●
Proactively
foster all client relationships
Environment:
Windows
XP, Mac OSX, SQL OpenBase, Omnis, NT
Products
Supported:
ALS
(Ad Layout System), CLS (Classified Layout System), Adworks
Flarion
Technologies
Bedminster,
NJ
2003 – 2004
NOC
Manager, Tier 3
●
Engaged
to establish and manage a start up environment NOC lacking existing
procedures, documentation, policies and staff. Established Network Operations
Center supporting a market trial for Nextel comprised of 131 Basestations and
approximately 10,000 users utilizing (4G) Wireless Broadband
Technology.
●
Designed
& staffed newly created organization including identifying positions
required, job responsibilities, conducting interviews, candidate selection,
offer decision and salary negotiations.
●
Manage
and mentored a staff of 6 Engineers including coaching, reviews, and career
development.
●
Developed
and improved procedures and process flows related to troubleshooting network
/ service affecting issues, training, and element configuration.
●
Identified
and implemented productivity opportunities and efficiency gains through the
daily interface with Field Operations as well as Tier 2 & Tier 4 support.
●
Responsible
strategic contact for problem escalation process regarding critical failure
occurrences. Engaged key personnel required to identify Root Cause and
implement corrective action.
●
Implemented
change requests originating from Engineering Dept.; insuring accurate
documentation, start and completion times and back out plans were in place.
●
Managed
the Vantive ticket resolution process, validated accuracy and proper
resolution prior to closing tickets.
●
Responsible
for resolution of all system faults and network problems. Preformed the
functions of a Call Center as well as a NOC, following initial call/ticket
via Vantive through resolution. Ensured closed-loop communications providing
timely updates regarding trouble resolution to appropriate organizations via
pager.
●
Team
player proactively supporting partner support organizations in delivering
quality enterprise services including Provisioning, IP Engineering,
Application Engineering, Systems Engineers, Capacity Management.
●
Involved
in Contract negotiations with vendors including SLA, SLC, Metrics, Network
statistics, Network design and support.
●
Developed
processes to enable Engineering to interface with the NOC facilitating proper
change management.
●
Continuously
worked toward enhancing organizational excellence for staff as well the
accuracy of our network tools.
Comcast
Cable; Data Network Engineering & Operations
(NOC) Cherry Hill,
NJ 2001 to 2002
Manager,
Tier 3
●
Manager
of Tier 3 Support for NOC.
●
Partnered
with the Director of Operations on the design and implementation of the
Network Operation Center & War Room.
●
Ensured
smooth & expedient transition of our user base (Cable modem Customers)
from the defunct Excite @ Home network over to Comcast’s newly designed and
ever-evolving data network.
●
This
transition had a 7-month deadline, which was met with a 98% success rate.
●
Instrumental
in effectively implementing a new service strategic to the ongoing success of
the corporation while ensuring minimal impact to the one million plus
installed customer base.
●
Secured
the integrity of a one million plus user base Network infrastructure by
establishing configurations that meet performance metrics and facilitate
accurate diagnosis and resolution of Network failures.
●
Designed
& Staffed newly created organization including identifying positions
required, job responsibilities, candidate selection, conducting interviews,
offer decision and salary negotiations.
●
Managed
and mentored a staff of 10 Analysts including coaching, reviews, and career
development.
●
Continuously
worked toward enhancing organizational excellence for staff as well the
accuracy of our network tools.
●
Developed
and improved procedures and process flows related to troubleshooting network
/ service affecting issues, training, element configuration, and all
interaction between Data Networking Engineering & Operations, NOC and
other organizations.
●
Key
resource on the Catastrophic Failure team providing feedback and reporting to
prevent future
●
occurrences,
utilizing network tools as well as syslogs. Identified and implemented
productivity opportunities and efficiency gains through the daily interface
with Field Operations as well as Tier 2 & Tier 4 support.
●
Responsible
strategic contact for problem escalation process regarding critical failure
occurrences. Engaged key personnel required to identifying Root Cause and
implement corrective action. .
●
Heavy
interface with vendors ensuring adherence to SLA performance metrics (Sprint,
AT&T, Cisco, Compaq, Sun).
●
Established
Best Practices as well as authored detailed design documentation and
operations procedures.
●
Implemented
change requests originating from Engineering Dept.; insuring accurate
documentation, start and completion times and back out plans were in place.
●
Worked
closely with OSP ensuring that mail services were at the highest level of
efficiency.
●
Managed
the Remedy ticket resolution process, validated accuracy and proper
resolution prior closing tickets.
●
Responsible
for resolution of all system faults and network problems. Preformed the
functions of a Call Center as well as a NOC, following initial call/ticket
via Remedy through resolution “I owned the issue” (Cradle to Grave).
●
Ensured
closed-loop communications providing timely updates regarding trouble
resolution to appropriate organizations via pager.
●
Team
player proactively supporting partner support organizations in delivering
quality enterprise services including Provisioning, IP Engineering.
Application Engineering, Systems Engineers, Enterprise Management, Capacity
Management, Change Management, Project Management Office, Field Operations
and Tier 1 & Tier 2 support, etc.
●
Produce
reports on NOC performance and outstanding issues
●
Participated
in weekly internal review sessions with market representatives regarding
network access, availability and performance.
Environment:
Cisco
Routers: 3000, 4000 and 7500 series. (CMTS- Cable Modem Termination System)
AKA- uBR’s
Cisco
Switches: 2948, 4000 and 6000.
NT,
UNIX, Web based diagnostic tools, Microsoft Visual SourceSafe.
Oracle
Database
DHCP-
Lucent Vital Access software
Tools:
Concord
Nethealth, Castlerock (SNMPc), Micromuse – Netcool, AAA.
VOIP,
Hybrid Fiber Coax, IP, Video On Demand & SONET
Dow
Jones & Co.S. Brunswick, NJ
2000 to 2001
Network
Supervisor, Network Engineer
●
Supervisor
of Network Operations Center (NOC) responsible for the mission critical
network of a large Financial Newspaper (Wall Street Journal) comprised of 100
locations and 200 routers globally. Ensure corporate network availability in
an extreme time-sensitive financial newswire environment.
●
Managed
a staff of 12 including remote staff (Tier 1 – Tier 4).
●
Sourced
& Staffed organization as appropriate.
●
Proactively
mentored/coached staff members and fostered professional growth through
targeted programs.
●
Managed
problem escalation process for all BU’s determining Root cause and driving to
resolution.
●
Established
procedures and trained staff on effective use of our problem tracking system
(Remedy) focusing on content and business applicability.
●
Determine
when NOC trouble assessment analysis is complete and as necessary engage
other possible
●
Root
cause sources/organizations in problem resolution.
●
Proactively
assigned areas of the network to be monitored for the health, capacity and
errors as well as
●
Acquiring
a baseline to be used in ongoing analyses. Network management tools utilized
were HPOV,
●
RMON
probes and Concord Nethealth.
●
Align
work and assignments with expertise within NOC.
●
Key
member in the customer BU’s meetings focused on issues/resolutions, upgrades
and/or new installs that directly affect them.
●
Responsible
for current and accurate router code, configurations and change control,
ensuring maximum uptime as well as a timely response to critical requests.
Interface with carriers regarding provisioning as well as
●
SLA
performance metrics (AT&T, MCI, SPRINT, British Telecom).
●
Manage
change process for NOC including drawings and information flow.
●
Member
of the Network design review team to discuss feasibility and back out plans.
Solely
●
Responsible
for scheduling time and resources and implementation.
●
Support
partner organizations including Enterprise Mgmt., Applications, Web
Development, Technicians, Engineering, Project Mgmt., and Field Ops.
●
Produce
reports on NOC performance and outstanding issues.
Environment:
Nortel
Routers: ARN, AN, ASN, BLN,
BCN.
Cisco Routers: 2000,3000,4000 and 7500 series.
Nortel
Switches: BayStack, Centillian 5000bh, Accelar.
Cisco
Switches: 2948,4000 and 6000.
NT,
UNIX, Web based diagnostic tools.
HPOV,
RMON probes, Concord Nethealth, Solarwinds
Journal
Register Co. Trenton, NJ
8/99 to 10/00
Manager
of Publishing Systems
●
Working
from within the corporate offices overseeing all facets of the publishing
side of the company.
●
Interact
with Publishers and Controllers on all issues relating to preparing the
product for delivery. Discuss and address the issues of reducing costs and
building a better product.
●
With
42 dailies and 140 weeklies, consistently molding comprehensive and
streamlined approaches in creating a more efficient and cost effective
operation.
●
Managing
the installation and upgrade of systems and bringing vendors together to
produce the interface needed.
●
Investigating
new technologies, negotiating with vendors, determine ROI ,ordering new
systems to improve Productivity.
●
Supervise
the MIS staff at each location as well as offer them guidance as to system
performance, backup, disaster recovery, upgrades and the like.
●
Managed
the installation of new Publishing Systems using tools such as Ms Project and
Visio.
Environment:
Novell,
NT, 95, 98, Numerous Publishing Systems, Microsoft Office Suite, DSL, Frame
Relay, WAN/LAN.
CAPITAL CITIES INC., FAIRCHILD
PUBLICATIONS New York, NY
1987 to 1997
Systems
Analyst / Project Manager
●
Developed
and implemented processes and procedures to source and install networking and
associated computer hardware; design and develop systems, as well as, user
documentation to meet all user requirements; design, develop and deliver
system training as required; provide overall IS support to diverse group of
users globally.
●
Project
managed a major initiative established to compress print production
intervals. This initiative encompassed configuring Windows NT
Servers/Workstations (3.1, 3.5, 3.51&4.0) to queue, compress and transmit
high-resolution images and Quark pages to remote plants. This was
accomplished by integrating Raid 5 software with Power Macs running over a
Novell network (ISDN & Frame Relay TCP/IP). Successfully identified and
defined all system requirements; interfaced with and directed activities of
external software provider; tested delivered software and identified required
enhancements; loaded final product and performed integration and introduction
into the environment resulting in an essentially “shrink Wrap” application.
●
Initiated,
designed, developed and delivered Home Pages on the Internet (e.g.,
www.wwd.com). This enabled the placement of Classified Advertisements on the
Internet, which resulted in access to new markets and the associated
increased revenue. Developed and delivered all required training to
appropriate staff.
●
Established
a Web server and DNS server running within the Windows NT/Frame Relay
environment. This allows for internal and external access to the Internet resulting
in cost savings, system security, increased control, system flexibility, as
well as, real-time access to the Library Database.
●
Configured
and installed a Novell network supporting Classified Advertisement, Billing
and Credit (Graph-X software) organizations. Configured and installed Macs to
provide page build capability, which increased productivity and quality.
●
Developed
program, and configured and installed a system which enables importation of
text from Quark pages into Newsview Archival database improving quality and
automating processes.
●
Migrated
3 magazines from hard copy to a PC-based publishing network (Bestinfo
software running over) Novell). This eliminated the interface requirement
with the prepress vendor until final production resulting in improved quality
and operational efficiencies.
●
System
Manager for Itek 1020. Responsibility for supporting 120 users and 9
publications.
Environment:
Novell,
NT, 95, 98, Macintosh, Bay Routers, Switches, ISDN, Publishing Systems,
Newswires, Classified Ad Systems.
THE
DAILY REGISTER NEWSPAPER Shrewsbury, NJ 1981 to
1987
Systems
Manager
●
Complete
responsibility for entire Editorial, Ad Make-Up and Classified Advertising
Systems. Provided same accountability for subsidiary newspaper remotely
located. Managed a group responsible on a 24 x 7 basis for all facets of the
system to ensure operational and available to users.
●
Perform
trouble-shooting, isolate problem, and determine options, initiate corrective
actions as dictated by the needs of the business.
●
Implemented
data link to printing plant enabling full-page editorial transmission
resulting in cost savings and operational efficiencies.
●
Designed
and developed Editorial and Ad Make-Up formats, as well as, Classified rate
matrices resulting in cost savings, operational efficiencies and
standardization of procedures.
●
Migrated
manual production environment to an on-line remote link with the Itek
front-end system, resulting in decreased production intervals.
●
Managed
the implementation of the system upgrade from Itek 720 to Itek 1020.