Summary
Overview
Work History
Education
Skills
Work Availability
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PAMELA CAUGHMAN

PAMELA CAUGHMAN

IT Specialist
Port Deposit,MD

Summary

Seasoned IT Specialist seamlessly integrates project technical aspects and makes information relatable to non-technical personnel. Experienced leader and project manager with 5-year history in field. Clear communicator, decision maker and problem solver.

Overview

15
15
years of professional experience
6
6
years of post-secondary education

Work History

Edge Implementation Engineer

AgreeYA Solutions
Annapolis Junction, MD
11.2022 - 04.2023
  • Performed detailed Data Center/ NOC Location specific Equipment Engineering
  • This includes developing all of specifications required for installation forces to properly install, turn-up, inventory, and configure equipment, obtaining appropriate management approvals, issuing purchase orders, and build relationships with vendors delivery
  • Detail Engineering, Equipment/Hardware/Cable Ordering and delivery, and Installation
  • Set and track appropriate dates and facilitate communication/coordination between teams and across sites to insure successful, on-time completion
  • Ensure that work meets all applicable engineering, financial, planning, and operational/ NA standards
  • Created Bill of Material and place orders for network equipment, rack, and hardware requirements
  • Define cable requirements, create cable running lists, and order all cables
  • Manage, input, and update IFP, Nautilus, FUZE to reflect new builds, adds, and decommissions
  • Ensured network elements (technical facility, location, bay/shelf, alarm points, etc.) are documented with necessary identifiers
  • Labels
  • Performed site surveys to assist in completing detailed engineering
  • Engineered floor space, rack space and hardware for all equipment in locations
  • Engineered placement and cable measurements
  • Provided power/fuse/breaker assignments
  • Coordinated/prioritized major site activities to meet installation timelines, optimize maintenance window equipment installation activity, and maintain proper site operations
  • Installation Management responsibility for all projects assigned by manager
  • Managed EFI vendors while on-site, and coordinated activities
  • Ensure timely and cost-effective completion of work to meet customer demands and budget constraints
  • Developed schedules, define resource requirements, resolve roadblocks, and provide status updates for major program changes that are made to network infrastructure
  • Performed physical construction activities associated with installation/modification; facility infrastructure (rack/shelf space, power circuits, timing sources, etc.); and electronic equipment/cards using internal and/or external resources
  • Managed/Engineer Initial Device management connectivity with vendor assigned by manager
  • Ensured installed network elements (including fiber management, power/grounding standards, shelf/chassis installation, cards, etc.) meet defined Verizon Engineering guidelines
  • Performed end of job closeout and quality review
  • Updated required database systems as needed
  • Partnered with other teams to ensure successful implementation job.
  • Assisted clients with monitoring all software implementation lifecycles.
  • Worked with technical staff on system audit to execute implementations on time and within functional parameters.
  • Configured and executed system software changes.
  • Implemented operations and installations for turn up of SONET and OPTICAL systems.
  • Negotiated contracts with vendors and suppliers to keep material costs within set budgets.
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Strengthened communication skills through regular interactions with others
  • Learned and adapted quickly to new technology and software applications
  • Developed strong organizational and communication skills through coursework and volunteer activities
  • Gained strong leadership skills by managing projects from start to finish

Desktop Engineer

TEKsystems
Baltimore, MD
04.2022 - 09.2022
  • Provide Desktop data recovery at Maryland Department of Health and Mental Hygiene, Office of Engineering Technology IT department
  • Supporting al Maryland State offices with desktop troubleshooting, PC/hardware repair, telephone installation and setup
  • Managed over 50 customer calls per day.
  • Build and install telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards
  • Perform data recovery and laptop reimaging
  • Team leader of Office of Enterprise password reset Hotline
  • Used Active Directory to assist and reset employee’s passwords
  • Provided advice and guidance to colleagues regarding incidents
  • Maintained installed PCs, networks, telephone systems and peripherals with routine maintenance
  • Identified log and resolve technical problems with software applications or network systems
  • Setup VPN for user remote access
  • Assisted user’s password reset for internal and remote employees at all Maryland State locations.
  • Created standardized protocols for documenting processes and technical tasks, enabling consistently repeatable results.
  • Trained new hires on computer and software use and company policies.
  • Configured VoIP phones according to company standards.
  • Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.

IT Specialist

AbsoluteCare
Baltimore, MD
02.2018 - 06.2021
  • Provided support and network administration in AbsoluteCare Health IT department
  • Supported 4 medical offices with desktop troubleshooting, PC/hardware repair, networking or telephone installation and setup
  • Build relationships with Verizon representatives to save company 80% on monthly bills
  • Maintained incident tracking database to ensure timely issue resolution
  • Trained all new executives on proprietary software systems
  • Worked with Windows Server 2012 and Windows 10 operating systems and Exchange email, Azure Console
  • SharePoint site Administrator create new accounts
  • Provided remote/local support users fixing various software & technical related issues
  • Installed, configured, and routinely upgraded software and hardware for end-users
  • Provided technical support for smartphones manage MDM software for hand-held devices
  • Unlocking user using Active Directory, change password and setting up new email account
  • Assisting manager on Active Directory in creating objects, groups, giving permissions and to approved users to access network
  • Performed hardware upgrades and software update migrations
  • Built and maintained positive relationships with customers
  • Configured and installed client software including operating system, VoIP telephones, and specified COT software applications.
  • Configured hardware and granted system permissions to new employees.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Documented support interactions for future reference.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Assisted with updating technical support best practices for use by team.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Researched product and issue resolution tactics to address customer concerns.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow and responded to complex technical support needs.
  • Managed high levels of call flow and responded to executive technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Translated complex technical issues into digestible language for non-technical users.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Walked individuals through basic troubleshooting tasks.
  • Performed server backups and changed and replaced backup tapes daily.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Monitored systems in operation and quickly troubleshot errors.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
  • Configured hardware, devices, and software to set up work stations for employees
  • Patched software and installed new versions to eliminate security problems and protect data
  • Walked individuals through basic troubleshooting tasks
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks
  • Used ticketing systems to manage and process support actions and requests

IT Specialist

CTI Systems Inc, AbsoluteCare Health IT
Hunt Valley, MD
08.2017 - 02.2018
  • Provided desktop support and network administration in AbsoluteCare Health IT department
  • Worked with Windows Server 2012 and Windows 10 operating systems
  • Respond to requests and problems including installing, monitoring, diagnosing
  • Performed repairing, maintaining and upgrading all PC/Thin Client/iPad/iPhone, hardware, software and equipment to ensure optimal workstation performance
  • Interacted with COT application software and operating systems to diagnose and resolve unique, non-recurring problems
  • Performed installation, configuration, and ongoing usability of desktop, laptops, apple iPad, iPhone peripheral equipment and software within established company standards and guidelines
  • Troubleshoot trouble tickets to resolve technical problems with desktop computing equipment
  • Provided customer assistance using Active Directory services and remote access tools
  • Ensured systems are configured and installed virus protection using Symantec.

NOC Network Engineer

Apex Systems Inc, Element Fleet Management Corporation
Sparks, MD
12.2015 - 05.2017
  • Assisted with planning Data Center deployment to replace Cisco 2960 to install and configure ports on new Data Center switch port utilizing Cisco 6880 Nexus 3850 switch and Cisco 3172 FEX,
  • Configured maintenance on Palo Alto rules, VPN concentrator policies, Cisco ASA firewall policies
  • Installed CAT 5e, copper cable, fiber optic cables for new equipment in Panduit racks
  • Performed maintenance and monitoring of all Data Center systems to include incidents/events, Change Control request, monitoring, problem escalation/notification/resolution
  • Troubleshooting using NetBrain tool, monitoring network traffic and analytic tools Wireshark and SolarWinds
  • Performed maintenance and monitoring of Data Center systems including incidents/events, Change control request, monitoring, problem escalation/notification/resolution
  • Performed TCP dumps and analyzing at packet level captures using WireShark
  • Worked with vendor to order patch CAT 5e cables, labeling them and connecting to Cisco switch ports
  • Integrated fixed wireless connectivity into facilities requiring high-speed networks.
  • Managed, tracked, and coordinated problem resolution and escalation processes.
  • Configured ports on switches according to company specification.
  • Liaised with stakeholders to keep project goals and deadlines on target.
  • Assisted with implementation and support of network monitoring tools.
  • Cultivated interpersonal skills by building positive relationships with others
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution
  • Participated in team projects, demonstrating ability to work collaboratively and effectively
  • Assisted with day-to-day operations, working efficiently and productively with all team members

Network Engineer

The Bartech Group, Verizon Business
Ashburn, VA
04.2013 - 05.2015
  • Configured circuits; implement provisioning on circuits, test, and turn-up new circuits for IP Transport testing Layer 2 and Layer 3 connectivity between Cisco and Juniper routers from Gigabit Ethernet to 10 Gigabit Ethernet services using services, HTTP, SSH, telnet
  • Providing laser light levels from router’s interface transceiver
  • Configuring TCP/IP IPv4 addresses and IPv6 addresses for Layer 3 testing
  • Coordinated with Central Office Techs and Transport Techs for provisioning and disconnecting existing circuits
  • Coordinating and troubleshoot connectivity issues from Layer 2 to Layer 3 and remote site transport technicians on 1,10, 100 g circuits including satellite turn-ups
  • Configured and testing connectivity between Juniper’s E320 and MX960, ALU 7450, 7950 trunks, routers to transport’s department Adtran TA5000 switch to run DS1’s over Ethernet service.
  • Performed troubleshooting for Juniper, Cisco, and packet analysis.

Network Engineer, Sapphire Technologies Inc

Verizon Business
Herndon, VA
08.2008 - 03.2013
  • Expedited and escalate orders as necessary to ensure timely delivery of circuits implementations
  • Respond to troubleshooting ISP, QOS circuit inquiries from circuit initiators in circuit delivery
  • Created and verified network diagrams using Microsoft Visio
  • Preformed technical support to provision FIOS circuits, assist remote field technicians with removal and coordinate replacement of switch or router hardware/equipment
  • Configured cisco routers on juniper platform using Cisco OS
  • Provided site-related support for network technical problems and performance issues
  • Executed basic Route/Switch administration as requested from proprietary software
  • Performed Troubleshooting, Test, and Turn-up of DS3 Wireless Circuits
  • Completed remote testing on Wireless DS3/DS1circuits
  • Troubleshoot testing issues with LEC and /or internal organizations
  • Provided network support services for devices such as hubs, bridges, routers, and other hardware.
  • Troubleshot complex multi-vendor network service provider issues.
  • Performed troubleshooting for Juniper, Cisco, and packet analysis.
  • Managed, tracked, and coordinated problem resolution and escalation processes.
  • Applied tier-isolation best practices to support multi-tier architectures.
  • Assisted with implementation and support of network monitoring tools.

Education

Some College (No Degree) - Network Communications

DeVry University
Villa Park, IL
01.2011 - 05.2015

Diploma - Pharmacy Technician

YTI Career Institute - Capital Region
Mechanicsburg, PA
01.2009 - 05.2010

Skills

Azure, Active Directoryundefined

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama

Timeline

Edge Implementation Engineer

AgreeYA Solutions
11.2022 - 04.2023

Desktop Engineer

TEKsystems
04.2022 - 09.2022

IT Specialist

AbsoluteCare
02.2018 - 06.2021

IT Specialist

CTI Systems Inc, AbsoluteCare Health IT
08.2017 - 02.2018

NOC Network Engineer

Apex Systems Inc, Element Fleet Management Corporation
12.2015 - 05.2017

Network Engineer

The Bartech Group, Verizon Business
04.2013 - 05.2015

Some College (No Degree) - Network Communications

DeVry University
01.2011 - 05.2015

Diploma - Pharmacy Technician

YTI Career Institute - Capital Region
01.2009 - 05.2010

Network Engineer, Sapphire Technologies Inc

Verizon Business
08.2008 - 03.2013

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PAMELA CAUGHMANIT Specialist