Stanley Randolph

• Monitoring daily operations, including server hardware, software, and operating systems.
• Inspected equipment, assessed functionality and optimized controls.
• Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
• Collaborated with fellow engineers to evaluate software and hardware interfaces.
• Met architecture compatibility and guidelines through effective troubleshooting.

Hands-on with projects from conception to completion regarding installation, design, and technical support.

• Managed caseload of Problem Investigations including RCAs, Cause Incidents, and KEAs throughout their lifecycle to reducing issues.

Effectively facilitated weekly meetings with Vendor Management, Bank of America, and Cisco internal support teams and documented and distributed reports accordingly.

• Exercised judgement within best practices and procedures to determine the appropriate action plan and escalated issues when needed to reduce impact.
• Provided training and guidance on best practices, and detailed documentation as needed.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

• Managed performance of voice systems and resolved issues within ITIL framework for incident, change, and problem resolution.
• Supported core voice components of Bank of America infrastructure including Call Manager, Video Conferencing, IP gateways, Teleworker, UC, Nice.
• Managed upgrades for expansion and compliance for Bank of America network.
• Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.
• Reviewed and interpreted facility orders, network design orders and circuit layout orders.

• Provided network support, resolved connectivity issues, and provided routine troubleshooting.
• Analyzed alert reporting trends to identify technological improvements and reduced incident reporting volumes.
• Configured hardware and software to optimize network communication and provided routine upgrades and backups.
• Attended team meetings with vendors and internal service engineers to update on best practices to address and resolve issues establishing a consensus.
• Identified and resolved problems through root cause analysis and research.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

• Remediated issues during testing and documented bug reports, systems analysis, application monitoring, and task reporting.
• Corrected, modified and upgraded software to improve performance.
• Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
• Analyzed software enhancements for new and existing applications.

• Expanded the core network integrating nodes, provisioned remote routers to the VPN concentrator, and generated associated configurations for topology changes.
• Created statistical reporting policies and procedures currently serving as optimal performance benchmarks.
• Loaded baseline security data to client databases.
• Prepared, checked, and coordinated documentation to support component design and application.
• Presented project information and status updates to customers and fielded concerns.

• Partnered with clients to identify key business objectives and aided with system adaptation during testing with debugging avoiding manufacturing problems.
• Led a successful Green Belt Six Sigma project that minimized the costs associated with order processing errors via altering server backup times and staging updates.
• Seamlessly deployed software upgrades to pre-existing client software solutions.
• Liaised with stakeholders to keep project goals and deadlines on target.
• Troubleshot complex multi-vendor network service provider issues.
• Assisted with implementation and support of network monitoring tools.