Rosemary Counts

Drafted network configuration backup process policies to support disaster recovery.

• Held change management meetings to inform impacted staff of forthcoming network downtimes and alterations.
• Rebounded to network outages and issues related to circuits, websites, vendors and telecoms.
• Identified timeslots for preventive maintenance by examining work schedules and reducing service disruptions for network users.
• Oversaw distribution of patches and new software releases to support network security and integrity.
• Analyzed network traffic and performance metrics to optimize system performance.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Diagnosed and resolved hardware and software issues.
• Planned and implemented upgrades to system hardware and software.
• Monitored networks and network devices to resolve technical problems quickly.
• Diagnosed and executed resolution for network and server issues.
• Maintained flexible schedule and responded to after-hours and weekend emergencies.
• Developed and documented network policies, procedures and standards.
• Identified and resolved network congestion issues and bottlenecks.
• Implemented and maintained virtual private networks.
• Designed and evaluated WAN and LAN connectivity technologies.
• Identified performance trends, gaps and opportunities for coaching, training, growth development and recognizing.
• Planned, organized and directed all operations with respect to installation and repair jobs.
• Ensured all work functions are completed in a timely fashion
• Utilized leadership capabilities to support technicians by removing roadblocks
• Handled and supported time reporting, payroll, day to day and vacation scheduling.
• Conducted safety and quality inspections to ensure high quality and safe performance by technicians.
• Collaborated with other departments to ensure technicians workload.
• Addressed and resolved customer complaints and service issues.
• Handled all discipline and made recommendations based on company policy with HR support.
• Partnered with union and contractual related matters
• Responsible for compliance of environmental laws and regulations.
• Secured and connected private networks at multiple sites across interstate corporate WAN.