Address: 1709 SE 123rd Avenue, Vancouver, WA 98683
Phone: +1-360-260-2694
Cell: +1-408-821-7289
E-mail: jreed@iamfree.org
Key Skill Summary
Earned multiple customer service awards from multiple companies
Years of direct and remote customer technical support
Managed data center systems and networks and led teams supporting them. Member of corporate network guidance teams
Team lead for a number of technical customer service teams
Key Accomplishment Summary
Customer Support
Member of a team providing on-site customer hardware support for 2000 person technical support organization
Provided remote customer support to IT customers a number of operating systems, networks and applications
Systems and network manager for customer support test environment
Built and led a team of 7 highly-skilled system, network and application professionals supporting data networks, systems and network applications infrastructure in data center environment
Developed and presented corporate and technical training in public forums
Composed and presented technical seminars to internal personnel and public audiences
Coordinator and facilitator for Site(s) Change Management Forum
Oversight of facilities, systems, networks and applications changes for 6000-user site & data center
Providing systems and administrative support to a non-profit organization providing humanitarian aid to Asian countries.
Managed all customer communications
Business continuity and disaster recovery planning
Leadership and Project Management
Managed project team to design, procure and implement a multi-protocol network for the 2000-user MCI East Coast Network Management Center
Requirements included 3 week to completion and 100% uptime of all production systems and networks for 6 floors while building construction continued
Created a support organization from scratch for this infrastructure, developed processes and service level agreements, and transition to local management
Performed as technical team member in design and deployment of Cisco routers, Bay Networks and Cabletron hubs & switches, management / monitoring systems (Sun) and cabling
Managed the project team to procure and implement a multi-protocol (Cisco, Bay Networks & Cabletron) network for the 1500-user MCI West Coast Network Management Center. Designed and documented this network personally. Required 100% uptime of all production systems and networks.
Represented 2000-user organization in several ongoing corporate guidance forums
Developed a team of 14 operating system, network and network application customer support specialists
Managed 2 teams (8-12 people) including budget development, personnel reviews, hiring and firing
CISSP (Certified Information Systems Security Professional). Current skills equivalent to CCNP and MCSE in related disciplines.
Non-Professional Accomplishments
Designed, ordered and implemented systems and network infrastructures and firewalls for several non-profit organizations assisting drug addicts in recovery
Providing systems and administrative support to a non-profit organization providing humanitarian aid to Asian countries
Volunteered many hours in drug rehabilitation efforts, convict rehabilitation, and many other related activities