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Reginald MarshallNew
- 1. REG I N A L D MA R S H A L L 2202 Wild Apple Court Phones: 919.323.7909 Apex, NC 27523 Email:reggiesm2@yahoo.com Senior Network Support Engineer and Administrator Senior Network Engineer and LAN/WAN Administrator with over 15 years of experience supporting clients in highly regulated industries.Expert in root causeanalysis with the unique ability to quickly and accurately resolvea broad range of customer issues while maintaining consistent network performance. Extensive domain expertise in high demand Financial Service,Banking,and Government E911 environments which require99.9% uptime. Skilled leader and mentor comfortable managingteams supportingenterprisesystems in diverse LAN, WAN, Telecommunications and IT Enterprises. Proven ability to take on large project initiatives and create processes and procedures that optimize the delivery of services that meet or exceed SLA requirements. Heavily invested in personal and professional development with a Cisco CCNA, CCDA, and currently in process with a CCNP. Areas of Expertise  Level 2 and 3 support  WAN/LAN/Network Infrastructure  Process Improvements/Internal Audits  Enterprise Systems  Software Installation and Deployment  Expert Customer Communications  Root Cause Analysis  Leadership  SLA Performance Management  Financial Services/Banking  Problem Resolution  Systems Administration  Telecommunications  Business Continuity  Disaster Recovery Professional Experience CENTURYLINK NETWORK ENGINEER  Act as technical leader for thenetwork operations center team and as a SME(SubjectMatter Expert) on network and customer related issues  Track major service outages and other service affecting activities. Advise inter-department groups of occurrences and ensure progress towards resolution. Perform case management function on outages as required.  Handle internal/external customer escalations via phone, tickets or email and escalate further any customer - related issues to the appropriate group or manager as necessary.  Assist with monitoring, overflow phone queue calls, and creating and handling repair tickets or service orders for customers as needed.  Provide technical information or direction for less experienced employees as assigned.  Analyze current network supportprocesses and update as needed and/or refer priority issues to management.  Special projects and other duties as assigned.
- 2. MARTIN MARIETTA, NC 2015 – PRESENT NETWORK ADMIN  Selected by management to replacethe AT&T Project Manager for a largeTelco customer’s transiti on to AT&T as the service provider that included skillfully coordinating the deployment of technical resources, insuring proper configuration of switches,T1’s and routers, and accurately maintainingmultiplesitespecific equipment configurations.  Successfully maintained a full schedule of Enterprise Break/Fix responsibilities. VERIZON BUSINESS 2005 - 2015 NETWORK ENGINEER  Proven track record of providing exceptional service for Fortune 500 financial customers including Citi, Wells Fargo, Bank of America and Chrysler.  Successfully led a team of 12 employees to ensure optimal productivity for mission critical Financial Institution networks that required 99.9% up time.  Versatile SME with the ability to apply advanced root cause analysis skills to resolve Network Administration, LAN, and telecommunications infrastructure issues.  Contributed to the development and implementation of standards, processes, and procedures to deliver high quality and consistent support.  Recommended methodologies that continuously improve first call resolution which fosters strong customer perception and client relationships.  Provided leadership in maintaining service level standards that contributed to the effectiveness of Enterprise Security, Disaster Recovery, and Business Continuity planning.  Senior member of the Level 3 supportteam that identifies and isolates problems,troubleshoots issues fromthe physical layer,configures router and switch configurations,and performs physical repairwhen required to meet SLAs.  Received OVATION award for Verizon business leadership for maintaining the highest degree of operational efficiency.  Minimizenetwork downtime by skillful proactive monitoring and troubleshooting of Enterprise environments.  Expert at coordinating daily operations including ticket management, documentation, WAN & VOIP device and service management, circuit testing, and dispatch coordination.  Responsible for controlling escalation procedures to ensure that all existing SLAs were met.  Strong telecommunications background facilitated isolating and resolving frame relay, ATM, point to point, VBNS, TLS, CPA, VOIP and MPLS circuit issues from DS0 up to OC.  Extensive experience as a NOC Engineer providingWAN supportfor the Commonwealth of Pennsylvania,United States Coast Guard, E911, and various government agencies.  Ability to identity the appropriatetool and initiatecorrectiveaction using various Verizon Business proprietary applications including ITS, ESP, ETMS, SNM, and Gen-e.  Trained new team members on protocol, tools, and customer service best practices. MCI/CITIGROUP, CARY, NC 2000 – 2005 DATA SUPPORT PROFESSIONAL  Exceptional performance resulted in promotion to Data Support Professional to assist with non-managed customers for Physical layer I & II testing of T1’s, fractional T1’s, Multilink and DS0 circuits.  Recognized by management for the ability to isolatecustomer issues and resolvethe majority of tickets within 3.5 hours.
- 3.  Partnered with local telephonecompanies nationwidefor outage resolution,local network testingand dispatch isolation while supporting multiple customer network platforms such as ATM, Frame Relay and point to point circuits.  Customer focus resulted in building client rapport and confidence in the company service.  Contributed to the effectiveness of automated document flow by tracking escalation within Verizon management and within the local provider’s management chain.  Extensive experience with premium tools, applications and systems including Remedy, Electronic Ticket Management Systems, SharePoint, Putty, Citrix and Convergence Phone Systems. Technical Proficiency Certifications ________________________________________ Cisco Certified Network Administrator (CCNA) Cisco Certified Design Associate (CCDA) Currently working on CCNP Passed SWITCH 300-115 and CCNP ROUTE 300-115 JNCIA-Junos Certification Education B.S. in Political Science, North Carolina Central University, Durham, NC