Robert Allen Hercey
2645 SW Brae Mar Ct.
Portland, OR 97201-2202
503-248-0996
http://www.robynandkeri.com
OBJECTIVE:
Manage communications networking projects and/or networks with an emphasis on providing customer satisfaction.
QUALIFICATIONS:
Effectively communicates verbally and in writing with a wide range of technical and business people.
Promotes harmonious productive relations among contemporaries, an excellent team player.
Adapts quickly to new environments, situations, and knowledge opportunities.
Exceptionally responsive.
EXPERIENCE:
Network Operations
Center (NOC) Manager, eStara/ITXC. Responsible
for creation, installation, and 24x7 uptime of all production operations in
multiple data centers worldwide containing $1.5M in capital equipment, assuring
tens of thousands of dollars in recurring monthly revenue. Provided a stable
platform allowing for expansion of the customer base. Troubleshot and managed
technical and business issues with external vendors and service providers
through resolution. Created and ran the NOC that proactively monitored
fault-tolerant NT-based Voice Over IP (VOIP) gateways, W2K DNS servers, and
supporting Cisco network infrastructure, ensuring maximum application uptime.
Hardware used included Compaq 1600s and 2500s containing Dialogic and Analogic
T-1 and DSP boards, Cisco 6500s, Local Directors, and 2924s. Monitoring and
alerting software used included Freshwater's SiteScope and Rocklife's MailSite.
Success in position required ability to gather and decipher T1/ISDN traces,
troubleshoot IP network and telephony issues, manage NT/W2K servers, manage IIS
web sites, manage SQL servers, and configure and respond to monitoring and
alerting software. (2001-2002).
Senior
Systems Engineer, ITXC/eFusion. Assisted
in the transition into an Application Service Provider (ASP) business model.
Served on the team that defined, created, installed, and monitored the ASP
network consisting of fault-tolerant NT-based VOIP gateways, W2K DNS servers,
and supporting Cisco network infrastructure to ensure maximum uptime for the
"Push-To-Talk" application. Hardware used included Compaq 1600s and
2500s containing Dialogic and Analogic T-1 and DSP boards, Cisco 6500s, Local
Directors, and 2924s. Monitoring and alerting software used included
Freshwater's SiteScope and Rocklife's MailSite. (2000-2001).
Managed
all aspects of US West account from initial $120k single-unit VOIP trial
installation, through 50-unit $3M sale and production rollout, and into
post-production Cisco edge-device-integrated Advanced Intelligent Network
project definition, creation, and delivery. Project managed dozens of similar
telecommunication projects for companies including Microsoft, British Telecom,
France Telecom, SBC, Telenordia, ITXC, and KPN. Attended onsite pre-sales
meetings as a technical lead. Managed customer expectations regarding
deliverables and timelines. Built, shipped, and installed Compaq server-based
hardware deliveries then trained customers on operation and maintenance of
Microsoft NT-based application software designed to bridge data and voice
networks. Provided onsite and phone support as needed, and “upsold” customers to
new features as they became available. Conducted conference calls to address
issues and maintain complete customer satisfaction on accounts that generated
$2M in revenue. Created and led multi-day training presentation sessions
covering all facets of the VOIP Application Gateway product, empowering
customers with the knowledge necessary to manage their purchases in a
production environment while generating bonus revenue for the company.
Identified workflow processes, formalized then streamlined them, resulting in
written established procedures that increased worker productivity and allowed
for worker interchangeability. Success in position required technical
understanding SS7/AIN networks, ability to decipher GDI traces, ability to
troubleshoot customer IP networking and telephony issues, and ability to create
and present written and oral training materials covering integrated technical
VOIP solutions. (1997-2000).
Network Analyst, Coe-Truman Technologies. Made initial contact,
investigated solutions, wrote and presented network proposals, purchased
equipment, installed PCs and network infrastructure, trained customers, and
supported IP networks. Held complete project management responsibility for
numerous companies on behalf of Coe-Truman Technologies including Fortune 500
company Helene Curtis, resulting in tens of thousands of dollars in revenue and
satisfied customers. Designed and installed networked information kiosks and
registration systems to support tradeshow clients including Vegas’ Consumer Electronics
Show and Vienna’s European Congress of Radiology, resulting in annual repeat
business and consistent revenue streams. Consistently created first-rate
Computer Aided Design (CAD) drawings from customer blueprints on schedule and
under budget. Served on Business Process Management teams hired by customers to
analyze and optimize work environments, resulting in more focused and
productive customers. (1994-1997).
Worked
as an on-site supervisory team member for a Vienna, Austria-based client. Designed,
mobilized, installed, configured, oversaw, troubleshot, and deconstructed a
Microsoft Windows 10 Base-T network supporting a conference with 10,000
attendees. Enabled 125 Windows95 and NT machines to connect to European E1 line
for direct Internet access including full use of Internet Explorer 3.0,
Internet Mail via POP3 client access, as well as proprietary registration
software. Instructed and supervised 40-person onsite technical staff throughout
the show. Client communicated appreciation for the technical and financial
success of the show as a direct result of provided support and contract was
renewed for the next show. (1997).
Constructed,
maintained, and upgraded Microsoft Windows NT 4.x/3.5x and Novell NetWare 3.1x
10 Base-T and 10 Base-2 networks at Champaign, Illinois technical office.
Installed and configured TCP/IP, NetBEUI, IPX/SPX, and Netbios over IPX/SPX
protocols on servers and workstations. Monitored network performance locally up
to the Internet connection provided to our ISP via a Cisco Router. Set up
security and access rights for in-house users. Performed daily backups using
Cheyenne Backup. Provided all user support with Windows95 and Windows NT
machines at both the hardware and software level. Executed all hardware and
software upgrades. Provided in-house support for all remote offices. Success in
position required ability to be productive with no supervision, self-drive to
investigate, internalize then put into practice all of the latest technologies
relating to Local Area Networks (LANs), PCs, servers and CAD, ability to
troubleshoot IP networking issues, and ability to effectively train then manage
dozens of temporary workers. (1993-1997).
Independent
Consultant. Make hardware and
software purchasing recommendations, install hardware and software, set up and
test systems, instruct users, and respond to questions concerning networking
projects and personal computers, allowing customers to achieve their goals.
(1993-Present).
EDUCATION:
B.S. Broadcast Journalism, University of Illinois
at Urbana-Champaign (May 1989)
4.32 GPA on 5.0 scale, Dean's List, "Who's Who in American Colleges"
A.A.S. Computer Network Administration, Parkland College, Champaign, Illinois
(May 1994)
3.818 GPA on 4.0 scale, invitation to Phi Theta Kappa International Honorary
Society, Alpha Omega
NOTABLE ACHIEVEMENTS:
Achieved “Top 3% of all employees” status
while at eFusion, Inc.
Reviewed as “Outstanding” or “Exceeding
Expectations” every year by employer.
SUMMARY:
A dependable and enthusiastic customer
advocate who can be counted on for loyal and thoroughly professional work.