Luster Sampson, Jr
Wake Forest,NC
Summary
Forward-thinking Network Engineer Professional, experienced in overseeing complex network solutions such as LAN/WAN, Call Manager, UCCX, CUC, UCS, VMware, firewall setup and administration, CISCO wireless support, and TCP/IP, etc. Collaborates with stakeholders to understand the infrastructure solution needs while focusing on efficiency and performance optimization. Proven analytical ability to work in a fast paced environment while paying attention to detail.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT Network Engineer
Vector USA
06.2023 - Current
- Improved network performance by identifying and resolving bottlenecks, optimizing configurations, and implementing best practices.
- Performed troubleshooting Cisco, and packet analysis.
- Established effective communication channels with stakeholders to address their concerns about the performance of the company''s networks.
- Designed and deployed scalable network infrastructure for increased efficiency and reliability.
- Prioritized simultaneous projects to perform effectively under shifting deadlines in fast-paced environment.
- Analyzed, identified and resolved complex network hardware and call manager phone systems problems.
- Analyzed and defined network requirements, optimization and support for UCCX projects.
- Provides systems support, maintenance, and problem resolution for Cisco, VMware, Cisco UCS Servers, and Unified Communications Application Delivery architecture
- Current Cisco CCNP Collaboration or equivalent experience
- Cisco VoIP stack support and implementation experience including SIP, PRI, T1, H.323, MGCP, Cisco UCS, UCCX, Finesse, CUCM, CUC, Cisco Emergency Responder, and Dial Plans
- Extensive experience with Cisco Call Manager, UCCX, CUC and UCS support
- Proficient in troubleshooting and debugging voice gateway configurations, logs, scripting, and pulling call traces, etc
- Experience with Session Initiation Protocol (SIP) Trunking, including carrier-based SIP services
- Proficient with virtualization technologies (VMware) and underlying computing platforms
IT Network Engineer
Collabra Voice/Bank Of America
03.2020 - 06.2023
- Established effective communication channels between IT departments, ensuring seamless coordination of projects that spanned multiple functional areas within the organization.
- Assisted with implementation and support of network monitoring tools.
- Provided network support services for devices such as hubs, bridges, routers, and other hardware.
- Work as a liaison with Engineer team to configure phone’s, Route, and Switches to match Lab testing to production.
- ESXI server migrations from Cisco Unity Call manger 10.5 to 12.5.
- Design EWO and GDD documentation.
- Testing of Cisco Phones, Jabber, Routers, and Switches. In the EV Lab environment before product roll out to production.
- Successfully configured voice gateway using protocols MGCP and SIP trunk for Lab environment.
Network Telecom Administrator
CEENTA - CHARLOTTE EYE, EAR, NOSE, & THROAT
03.2018 - 03.2019
- Stood up new doctor office telecommunications by successfully installing hardware, configuring phone soft key templates, extended mobility clients, route patterns/list/groups, and phone features via Call Manager prior to agree upon timeline.
- Successfully configured voice gateway using protocols MGCP and SIP trunk for new office location to communicate with PSTN communications.
- Converted Century Link MPLS system to Spectrum MPLS Network System by setting up EIGRP through point to point connection via hub and spoke. As a result, streamlined the network internet speed by 45% which allowed for enhance performance for our customer day to day operations.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Implemented data-driven decision-making processes, leading to more informed business choices.
- Troubleshot employee concerns and recommended corrective actions to resolve issues.
- Conducted regular audits of operational processes, identifying areas for improvement and implementing solutions accordingly.
- Negotiate phone contracts with 3rd party vendors Windsteam, Coprium, and AT&T. Collaborate with vendors to work through trouble tickets, analog ports PRI and T1 lines
- Exceeds SLA’s by resolving/troubleshooting incoming day-to-day telecommunication & network systems via Track-It ticket system. Execute call detail records via Cisco to monitor call volumes/issues.
ISS Systems Specialist
Coca Cola Bottling Co Consolidated
04.2015 - 03.2018
- Performed network security design and integration duties.
- Diagnosed and executed resolution for network and server issues.
- Provided faculty and staff with security software and network configuration support.
- Reduced downtime with proactive maintenance and routine system checks.
- Installs, test, supports, and configures network equipment at new and existing remote sites domestically. (I.E. Cisco Routers, Switches, Wireless Access Points, Wireless controllers, Network PoE Switches, VOIP Phone System). Supports software related issues.
- Provided level 2 support of configuration for VOIP technology. Exceeded the SLA time of 3 days by resolving issues less than 24 hours. In return, saved the organization time and money
- Monitored the network using CA Spectrum and HP Openview for production. Maintained and troubleshoot network outages, performance, and data leak related issues
- Collaborated with vendors to implement new circuits and to resolve complex issues (AT&T, Verizon, etc.). Handled tasks and incident tickets within SLA timeframe leveraging Service Now
- Performed troubleshooting to system failures and identifies bottlenecks to ensure long term efficiency of network. Performed ongoing maintenance activities and mentored field techs/peers.
- Palo Alto, monitoring traffic. Apply NAT rules, created IP SEC tunnels
ISS Support Specialist
Coca Cola Bottling Co Consolidated
05.2012 - 04.2015
- Offered assistance in implementing and developing training programs.
- Installed, configured and maintained computer systems and network connections.
- Devised custom solutions for unique technical challenges faced by individual customers, increasing their overall satisfaction levels.
- Installed malware to protect software from virus and cyber attacks.
- Provided first/second tier end user support based on the Remedy and Service Now tickets submitted for the following field sites: BYB, Monroe, Aviation and the corporate office
- Trained-mentored new information technology specialists on technical support procedures, and on expectations regarding professionalism and world class customer service standards
- Maintained a 98% inventory level through asset management. Managed user requests for password resets, unlocking domain accounts in Active Directory
- Repaired all hardware for Dell, Lenovo and HP desktops and laptops. Configured/Supported Apple and Android products. Configured handheld devices (MC9090-5, MC65-Motorola)
- ITIL experience with tagging assets with tag numbers. End of life equipment.
- Maintained virus monitoring on all workstations (eTrust Antivirus)
Service Desk Analyst
Family Dollar
02.2012 - 01.2013
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Configured and tested new software and hardware.
- Consistently met or exceeded key performance indicators related to service quality and response times.
- Diagnosed and troubleshot hardware, software and network issues.
- Managed and resolved on average 25+ calls daily
- Resolved issues on initial calls; ensured all pertinent information regarding each call was logged into the Cisco call tracking application database
- Adhered to established service levels, quality standards and best practices
- ITIL experience with tagging assets with tag numbers. End of life equipment.
ITS Cooperative Support Specialist
Aon Hewitt
06.2011 - 01.2012
- Performed re-imaging builds, servicing and upgrades on over 1000 Dell PCs during annual enrollment season for new hires.
- Executed refresh of laptop loaners and builds of Dell laptops
- Utilized Novell Directory Services to manage and track users of the network. Completed printer troubleshooting and network connectivity troubleshooting.
- Performed software installation processes and tape back-ups.
- Managed assigned Remedy tickets both routine and urgent within the timeframe specified by the ITS service level agreement and worked issues until resolved
- Generated reports to track performance and analyze trends.
- Assisted with updating technical support best practices for use by team.
- Translated complex technical issues into digestible language for non-technical users.
Help Desk Support Specialist - Internship
Peak 10
10.2009 - 03.2010
- Inspected components for full power potential before and after updates.
- Generated reports to track performance and analyze trends.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Managed and resolved on average 50+ calls daily
- Handled technical troubleshooting within environment, including system crashes, slow-downs and data recoveries
- Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (when applicable), resolution and closure of trouble tickets
Education
Associate of Science - General Science
York Technical College
Rock Hill, SCBachelor of Science - Computer And Information Systems Security
ITT Technical Institute
Charlotte, NCSkills
- Active Directory, DNS, and DHCP
- Palo Alto
- Router: ISR 4000 Series, 2900 Series, Cisco Routers and Switches (configuration and setup)
- Switch: Cisco catalyst 3800 series
- Cisco Unified Communications Manager Express (CME) and Cisco Unified Communications
- Manager (Call Manager), Call Center & Unity Environment
- Cisco Layer 2 technology (VLANs)
- TCP/IP, LAN\WAN, OSI model, and network equipment
- Knowledge with Wireless Controller 5500 series
- Bandwidth Evaluations
- Cisco IOS mastery
- Upgrade Path Design
- Network design
- IP Addressing and Subnetting
- Documentation Writing
- Disaster recovery operations
- Port security knowledge
- IP Services
- Failure resolution
- Prioritizes and manages progress on Network/Telcom projects
- Business Analyst
Certification
- CCNA - Cisco Certified Network Associate (March 2018)
- Studying to recertify-
Timeline
IT Network Engineer
Vector USA
06.2023 - Current
IT Network Engineer
Collabra Voice/Bank Of America
03.2020 - 06.2023
Network Telecom Administrator
CEENTA - CHARLOTTE EYE, EAR, NOSE, & THROAT
03.2018 - 03.2019
ISS Systems Specialist
Coca Cola Bottling Co Consolidated
04.2015 - 03.2018
ISS Support Specialist
Coca Cola Bottling Co Consolidated
05.2012 - 04.2015
Service Desk Analyst
Family Dollar
02.2012 - 01.2013
ITS Cooperative Support Specialist
Aon Hewitt
06.2011 - 01.2012
Help Desk Support Specialist - Internship
Peak 10
10.2009 - 03.2010
Associate of Science - General Science
York Technical College
Bachelor of Science - Computer And Information Systems Security
ITT Technical Institute
- CCNA - Cisco Certified Network Associate (March 2018)
- Studying to recertify-
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