Isaiah H. Kelley, CCNA

7 Red Oak Court  Mount Holly, New Jersey 08060

Home: 609-261-7586  Cell: 609-954-5217

Isaiahk@comcast.net

Summary of Qualifications

Cisco Certified Network Engineer, quality-focused information technology professional with active secret security clearance and extensive experience in network technical support, customer support service, project management, and leadership.  Proven analytical and problem solving skills with the keen ability to proactively assess needs, define requirements, develop value-added cost-saving and time-saving solutions, and execute technical solutions that streamline and improve operating efficiencies.  Adept in establishing team rapport and credibility with diverse audiences.  Well developed communication skills and customer-centric attitude.  Proven abilities to multi-task, manage multiple networks, while delivering quality results in demanding, high pressure environments.

    Technical Proficiencies

Hardware: Cisco routers 7500, 7000, 5300, 4000, 3000, 2600, 2500, Cisco switches 6500, 5000, 3500, 2900, Extreme Networks switches Black Diamond and Summit 48, HP ProCurve switches, modems, CSU/DSU bridges, multiplexers, punch-blocks, repeaters, T1s, T3s, OC-12s, OC-3s, IBM Mainframe, Mid-range (open systems), LPARs, Desktop, HP Openview servers, laptops, printers, scanners, BlackBerry and Sprint Treo 650/700 cellular.

Protocols: MPLS, BGP, OSPF, EIGRP, IGRP, QoS, RIPv1&2, LAN, WAN, VLAN, VPN, TCP/IP, UDP, Ethernet, VoIP, DNS, WINS, DHCP, RAS, ISDN, Telnet, Hyperterminal, Frame Relay, ATM.

Security: Kaspersky, Norton, McAfee, Viper, Symantec Antivirus Corporate Edition. 

Phone equipment: Verizon, AT&T, Lucent, Nortel, Avaya PBX, Octel Voicemail, Call Pilot, ACD.

Operating Systems/Applications: Microsoft Windows 7/XP/Vista/2003/2000/ME/98/95/NT, FrontPage, Access 2003/XP/2000/97, MS Office 2007/2003/XP/2000/97, MS Project 2003, Exchange 2003, Outlook 2003/XP/2000/98, Visio. 

Contracts: SLAs, Change Management, Capacity Planning, Asset Management, inventory tracking.

     Professional Experience

Gupta Institute for Pain                                                                              Cherry Hill, New Jersey

Marketing & Practice Developer (2010 – Present)

§ Oversee IT Infrastructure and business development in both Cherry Hill and Voorhees offices.

§ Marketing of healthcare and practice services on the road of pain management, physical therapy and associates in primary care.

§ Reinforced customer service requests are managed to meet committed delivery schedules.

§ Real estate site action planning with visits on location to assess needs, fit-up and communicate information back to senior management.  This promotes growth potential and better service to our customers.

SunGard Computer Services                                                                       Voorhees, New Jersey

Customer Care Manager II (2007 – 2008)

Managed customer satisfaction by ensuring service delivery and managing the customer relationship by providing representation and end-to-end ownership of customer related issues.

• Managed four of SunGard’s largest customer accounts - Pep Boys, Zimmer Holding Inc., Allvac and SunGard Financial and maintained the highest customer satisfaction levels.
• Ensured production services are consistently delivered as contracted by ensuring the detailed monitoring of all contracted devices and services, backup of all contracted storage, OS & DBMS management services, Network management services, DR exercises, reporting as contracted, and many other services as contracted.
• Chaired working conference bridge conference calls 24x7 of technical support groups addressing critical severity one customer business impacting incidents until timely resolution.
• Assisted in the successful planning and execution of Pep Boys’ IT Infrastructure migration project of 189 servers and network hardware.
• Coordinated numerous outage schedules, change documentation, alerts and notification to clients and executive management.

• Participated in many Disaster Recovery exercises; assisted in design, planning, risk assessment, execution, and post-mortem while meeting accelerated timelines.

Hewlett-Packard Company (1987 – 2006)                                                    New York, New York

Senior Technical Support Specialist (2003-2006)                                   

Managed Information Technology infrastructure services on a 24x7 basis for 26 HP sites in New York Metropolitan area.  Installed network hardware, Cisco routers, Extreme Summit, and HP ProCurve switches.  Managed inventory of all technical assets including network, voice hardware, servers, printers, and phones.

• Configured Cisco routers and switches along with workstations, scanners, printers, BlackBerry handhelds, label makers and application software for HP external trade customers USPS and DLA. 
• Troubleshooter and supported the Cisco IOS networking environment when connectivity issues occurred along with implementing after hour software enhancements and upgrades. 
• Participated in test applications and upgrades on operating system platform prior to live production.  Presented results to senior management and customer for approvals.

North Atlantic Field Sites Support Manager (2000-2003)

• Achieved high level of customer satisfaction through patient, methodical approach to problem resolution, with majority of trouble calls resolved within company’s 10-minute requirement.  Turned around tense situations with irate customers into positive outcomes.  Improved client satisfaction by 40%, which gained customer trust, positive relationship and image of our organization and company in meeting their needs.
• Configured HP computer platform with DHCP, DNS, and IP subnetting.  Configured customer workstations with block of defined class C dynamic IP addresses.  Configured static IP addresses on fixed hardware.
• Directed sites LAN/WAN/VPN upgrades, migrations, integration and closing projects.  Installed network twisted-pair wiring, Verizon, Lucent, Avaya, Nortel, AT&T phone equipment and HP/Compaq desktop equipment for customers.  Implemented and monitored T1s, Cisco routers, Ethernet, Extreme Summit 48 Black Diamond and HP ProCurve switches and multiplexers.

Client Services Manager (1995-2000)

• Negotiated hardware, software, and circuit contracts for customers with vendors, saving them over $200,000 per year.
• Represented the Voice of the customer for 26 HP sites, meeting their business needs, requests, addressed their issues and on-going communication with results meeting their expectations.  Attended their business meetings to insure their service and business requests were being met.  Provided presentations with results, metrics, deliverables and milestones.
• Instrumental in large scale site customer move projects between floors and to new space fitups using SOW and capacity planning processes.  This produced a company measurable cost savings of 30%.

Service Delivery Manager (1989-1995)

• Facilitated post-mortem meetings after system or network outages, identifying trends and resolved issues communicating results to senior management and other pertinent personnel.
• Dispatched and managed vendors and service technicians at supported remote sites for end-user requests.
• Worked trouble tickets using Remedy/ARS 6.03, Quest queues meeting weekly metric of 98.5% resolved.

Other Positions Held at Hewlett-Packard Company prior to 1989:

Project Manager, Information Systems Manager, Helpdesk Manager, Information Systems Supervisor, Data Center Manager, Senior Operations Analyst, Lead Operator

Education & Training

Mercer County College, General Business/Computer Science, West Windsor, NJ

Network Learning Institute CCNA Cisco Certified Network Administrator, Mt. Laurel, NJ

PC Boot Camp, New York, NY

Professional Services Group, Chairman of Job Development Committee (Volunteer) – Burlington, NJ