Jerrett D. Lewis

  5500 NE Grand Blvd

Oklahoma City, OK 73111

405-520-7002

jerrett.lewis@gmail.com

 

OBJECTIVE

Computer professional with 18 solid years of LAN/WAN networking experience, seeking to obtain a career position in a CUCM Telepresence Engineer, VoIP Engineer, or NOC Technical Help Desk Engineer where a diverse background and technical expertise will be utilized and advanced with the opportunity to use my U.S. Army Leadership skills.

 

Technical Skills

 

Networks

TCP/IP, Novell, Win 2003/2005,2008, NT, Token Ring, Banyan Vines, Cisco, ATM, Ethernet, ISDN, VPN, VOIP, MPLS, BGP, SIP, PRI, MGCP, H.323

 

Hardware

Client Servers, PC’s, Mainframes, Midrange Systems, Blackberry, Apple iPhone, HP printers, Xerox copiers, Xerox Document Centre, Dell, Compaq, Sony, Toshiba, Dell, HP, Compaq, and IBM Laptops. Dell & IBM tape backup unit’s IP/PBX systems Avaya 8500 switch. Cisco 2600, 2900, 3900 series routers. Cisco Catalyst 2960 plus series switches, Cisco Catalyst 4900 series switches.

 

Software

WIN 2000, NT, 95, 98, XP, Vista, Windows 7,8,10 MS Exchange 2003/05/0/13, MS Office Suite 2003/05, Office 365 (TMS) Tandberg Management Suite MS Net Meeting, VMware, MS Remedy, Help Star, Lotus Notes, Lotus Smart Suite, Unix SQL, Novell Netware, Net Manager, HP Openview, Solar Winds, Microsoft Server Management, AutoCAD 2010, MS Visio, and Microsoft Desktop Management. Programming languages include but not limited too Basic, QBasic, HTML, and Visual Basic Adobe in Design CC. Polycom TMS, Skype, Cisco Jabber, PoStare and CoVine Digital Signage

 

 

SECURITY CLEARENCE

U.S. Department of Defense Secret Clearance (Active Status 12/15/2008 TS/SSBI

 

CERTIFICATIONS

MCSA - 1996         Project Plus- 2008                                                  DVSG Non Resident - 2008

CCNA – 2003         Project Management Mechanics – 2007                       DVSG Resident - 2009

A+ - 1996               CTS/CTS-I Projected 12/2016                                       DVSG II Resident 2009

AV Principles of Technology Support Certificate                                                         March - 2011

Project Management for AV Certificate                                                                 September - 2011              

                                                                                              

TANDBERG University TELEPRESENCE Basic Certificate                              February 18, 2011

CUCM - Cisco Unified Communications Manager                                             December 11/2013                                                                                                                                                                                                                                   

DCJS 88-1190 Certification, Certified Private AV/Security Technician/Installer     August 15, 2007

 

PROFESSIONAL EXPERIENCE

 

Hertz Corporation, Oklahoma City, OK                                                                                   August 2014 To May 2016                    Sr. Network Operation Control Center Technician lll                                                                                                                             

Managed and supported Telecommunications systems and Protocols, Cisco Call Manager, Cisco Unity, Cisco Contact Center, Cisco CUBE, Call Manager Express, Unity Express, and Cisco IOS.

·   Monitored and maintained the Hertz Global Network Infrastructure with network monitoring tool Solarwinds Orion.

·   Set up and maintained users telephone and wireless accounts in TEM, with local telco.

·   Created and maintained data transmittals for monthly Avaya CMS reports.

·   Managed and supported Cisco VOIP phone for customer care service reps.

·   Managed and configured Infoblox for Global Infrastructure DHCP services.

·   Managed, configured, and maintained Tacacs+ authentication on all Cisco Switches.       

 

 

Triple AAA Call Center, Oklahoma City, Ok                                              July 2013 – Aug 2014

Telephony Engineer ll

 

·   Responsibilities included the design, configuration, programming, implementation, & support of all Converged Communication Servers (S8xxx platforms), Divinity PBXs, Intuity voice mails, Avaya IP Gateways, & new Voice Mail Products.

·   Worked closely with the direct account teams to provide single point of contact technical support for Avaya Management Solutions.

·   Created technical designs based on customer requirements, managed internal and external vendors toward completion of quotes and pricing, validated responses, final designs and created project-level scopes of work.

·   Capable of explaining complicated telecommunications concepts to non-technical professionals. Performs well in fast paced, high pressure environments. Expertise in the development and implementation of voice and data systems.

 

·   Capable of providing high levels of technical and telecommunications engineering support. Excellent communicator that collaborates with team members and consults with third party vendors to achieve goals.

 

·   Proven ability to analyze existing systems and schedule upgrades to increase performance and productivity. Strong understanding of switching systems, mail, cabling, IP/PBX and fiber optics.

 

·   Designed and deployed training classes for new customers and carriers. Created supporting documentation for systems and software usage and control. Integrated cell phone data support into current systems, enabling company to monitor and document usage.

 

·   Analyzed and resolved telecommunications billing issues. Implemented Managed Avaya CMS, NICE, One X communicator, worked with AVI-SPL on outsourced break fix issues Managed the local Polycom Video Conference systems.

 

·   Managed NICE Real-Time Service Optimization automatically and ongoingly analyzes customer interactions to provide contact centers and back offices with valuable insights about employees’ desktop processes, and operational issues as they occur.

 

 

Department of Defense (DoD) FT Sill, OK                                       October 2010 To Aug 2013

System Admin/Desktop Support Specialist             

·   Provide technical and administrative support in the areas of network management, desktop management, video teleconferencing, telemedicine and distance learning, and Cisco CUCM. Set up VTC, telemedicine consults, and distance learning courses with specified sites, and facilitate the conferences in a training field support role.

·   Installed new data and voice drops, equipment, and configure IP systems and registrations with Gatekeeper and Border Controllers to ensure connectivity. Troubleshoot and resolve issues with equipment, peripherals and network. Maintain and operate VTC equipment to include operation of point-to-point and multi-point video teleconferencing equipment, digital and analog record/play back/dubbing equipment, computer-generated graphics equipment and programs, 35mm slide projectors, and hard copy digital document camera equipment.

·   Assist with the development of Telemedicine Initiatives. Work directly with regional personnel to implement telemedicine equipment. Participate in various meetings with the proponents of telemedicine using Live Meeting, Adobe Connect, and WebEx software applications.  Attend telemedicine events and engineer solutions based upon requirements.

·   Provide training to personnel on the hardware and software associated with VTC, distance learning and telemedicine. Directly works with the facility staff or anyone associated with the various aspects of telemedicine prior to or during a particular VTC. Advise facility staff on their presentations and assist them with visual aids and peripherals such as Smart Boards using, Moodle software for distance connecting to DoD Japan VTC sites. Utilize ISDN and IP for VTC, distance learning and telemedicine events and /or activities.

·   Responsible for coordination with a variety of contractors and vendors and the purchase/installation of new systems, upgrades to existing systems and/or the construction/renovation of a VTC Room, including set-up and activation of the required equipment.

 

Department of Defense (DoD) Pentagon, Arlington, VA            October 2008 to October 2010 

System Admin / VTC Specialist                                          

·   Supervised a technical installation team for BRAC, while interacting with customers and construction contractors. Responsible for the project engineering design deliverables.

·   Design and integration of audiovisual systems, including data walls (Christie, BARCO, CRESTRON and experience in audio/visual system installation and diagnostic procedures AMX control systems and VTC systems. Worked with AMX, CRESTRON, and Programming Tandberg and POLYCOM touch screens.

·   Administered user account information including rights, security and group memberships using Active Directory 2003 Server. Manage Global Address List, Users, Groups, Contacts, Public folders Recipient management, and Custom Address list, Filtering Rules on Exchange 2003 Server.

·   Exchange Maintenance including Monitor Event Viewer Log for error and warning, Queue viewing of messages status, monitor bad-mail folder, and Exchange System monitor maintain Exchange Service and Mailbox, Monitor postmaster mailbox.

·   Responsible for the installation, setup, operations, and maintenance and troubleshooting of Tangberg TMS/Polycom/Creston systems for videoconference/multi-point meetings in an unclassified or classified VTC environment.  Work directly with customers to assist in conference setup and equipment use in a professional manner.

·    Conducts pre-conference testing, monitors audio and video calls, troubleshoots technical issues and maintains a working knowledge of various product platforms. Integrated ISDN IMUX using Crestron touch panel DHX Polycom.

·   Responsible for the operations, maintenance, and troubleshooting of crypto equipment such as the (KG-194 and KIV-7) to include the management and control COMSEC material. Perform accurate record keeping for reports on each conference/meeting operated.

·   Perform daily testing and preventive maintenance on VTC equipment. Carry out user pre-conference testing and setup for videoconferences and / or meetings as required. Work with vendors to coordinate troubleshooting of VTC systems.

·   Provide technical and operational guidance and direction to the Department of Defense (DoD) customers in establishing and operating video teleconference systems. Provide scheduling and updating the Defense Information Systems Network (DISN) with VTC reservations.

·   Support surge requirements (special conferences outside business hours). Maintain other conferencing requirements as needed (assisting experiencing difficulty with VTC) end users.

 

DOT Eastern Federal Land Highway Division, Sterling, VA.        June 2006 –  September 08     Lead Help Desk VTC Specialist Technician                                                                                                                                                                                                  

·   Solid experience with managing audio and video conferencing environments using Polycom and Tandberg systems. Managed IT; and Mission Critical Intelligence Analysis. Responsible for Video Teleconference (VTC) scheduling, as well as first tier technical assistance.

·   Maintains VTC schedules, including conference room reservations. Integrated MUX system with York Telecom technical support.  Provides training on the VTC equipment and first tier troubleshooting.

·   Facilitator of test calls. Facilitators of second tier call-out, including trouble ticket input. Responsible for the installation and operation of VTC equipment and troubleshooting LAN-based and ISDN-based video equipment. Provide customer training on new installations. On-site technical support during VTC calls.

·   Provide assistance to project management. Required Touch Panels and Controllers (AMX and/or Crestron) Polycom, Sony and Picture Tel, Tandberg video teleconferencing equipment

·   Solid understanding of video conferencing standards including H.261, H.263, G.711, G722, Project Manager for setup all video conference calls through Polycom bridge at USDOT headquarters. Provide LAN/WAN support to 5000 + DOT users throughout Northern Virginia, and Tennessee. Setup all MS/Exchange Outlook accounts, Active Directory LAN account. Manage all MS/Exchange Sever file restores, and LAN file restores.

· Administer daily incremental and weekly backup using VERITAS Backup Exec, SANS, Symantec Backup Exec, Sans, ARC SERVE 11.5 on the MS/Windows 2003 Server. Manage vendor accounts that provide services to EFL DOT, and FAA service desk. Fluke, View Sonic, Ploycom, Tandberg, and York Telecom, Alliance Micro a HP service provider. Install and configure system and application software on computers and/or file servers.

· Data hardware installations, TCP/IP configuration, provide support for Windows XP Professional software, and hardware problems.

· Documented, configured and installed all new Dell Servers and desktop computers Provide network monitoring of Cisco switches and routers and other devices and resources for issues with performance degradation or operational impairment at the USDOT Network generates baseline network device configurations and modify VPN tunnel configurations for Cisco 1720 and 1721 routers.

· Perform scheduled preventative maintenance operations and write documentation and update and modify network designs. Citrix, VPN remote access troubleshooting and RSA Secure ID administration. Configure and test 3rd party vendor equipment for reliability, stability, and functionality.

· Software upgrades on proprietary applications resolving all network connectivity problems standardization of desktops.  Also experienced in building Dell server racks, and making CAT5 CAT6 cables.

 

 

Current Analysis, Inc. Sterling, VA.                                                         March 2004 – June 2006 

 

Service desk / Helpdesk Administrator                                  

·   Created and administered user account information including rights, security and group memberships using Active Directory 2003 Server. Installation, configuration and management of SMS 2003 for Software deployment. NDR Messages, Manage and troubleshoot SMTP Virtual Server, Monitor Transaction Logs, Protect against Virus and Spam mails. Administration of Zantaz EAS for Exchange archiving, Counterspy Enterprise for spyware detection, Remedy Helpdesk ticketing system & Blackberry Enterprise Server (BES) 4.1 Updated Blackberry firmware on Blackberry devices. Developed a deployment system for application standardization using Symantec Ghost Solution Suite to deploy and restore images.

·   Responsible for 24/7 monitoring and on-call support of software development servers & revenue generating production servers at Verizon off-site hosting facility. Perform security configuration, RIS software deployment, monitoring, patch updates using Shavlik, and backup procedures of Microsoft servers.

·   Responsible for weekly backup using Backup Exec for off-site storage of entire company’s data for disaster recovery. Backup & Recover entire PCs data & OS. Negotiate with vendors on equipment & contracts, responsible for procurement of IT equipment and for over a million-dollar inventory Analyze, maintain, troubleshoot, and repair computer operating systems, hardware & computer peripherals for 300+ corporate, SOHO & remote users worldwide. writer, Blackberry Desktop Client, MS Active Sync, Word2HTML, EarthLink dialup, Cisco VPN Client.

·   Supported Audio/Video Conferences for Polycom Videoconference systems. Supported various Dell laptops, Dell desktops, IBM laptops, HP, HP, and Brother printers, Savin multi-purpose commercial scanner, fax, printer & copier, PDA, cellular phones, RIM devices. Document repairs performed, upgrades or replacements made on hardware and software systems.

·   Support of remote users using remote tools such as Laplink, VNC, Remote Assistant, Remote Desktop, & WebEx.

·   Sent out helpdesk surveys to user community to determine their level of satisfaction with the service that they receive and feedback to improve as needed.

 

 

EDUCATION

St. Petersburg College, St. Petersburg, FL                                          Fall 2003 – Spring 2004

IT Security, CISSP, Crime Scene Technology, Computer-Related Crime Investigations, Project Management

 

TESST College of Technology, Towson, MD                                            Fall 2002 – Spring 2003

CISCO- CCNA Certification Program, Windows 2000 MCSE Server Management for Enterprise Networks

 

 

References Available Upon Request