Infrastructure Security—Server support of Trend Micro Enterprise, Black ice Firewall, Microsoft Exchange Servers, SMTP servers.  Included remote installation, Virus detection and removal, upgrades of hardware/software products, content security, and spam protection for the SMTP, HTTP, and FTP server gateway.

Map (Mitigations Automation Project) – This project was incorporated for the Lucent Technologies Global Enterprise.  It was determined that HP-ITO was causing erroneous errors and automatically creating Helpdesk dispatch tickets and paging technicians out on false outages.  In turn the false outages were causing the Availability Management Team to mitigate these outages in an effort meet contractual obligations and service level agreements (SLA’s).  Once the false outages were corrected, we established a set of criteria for all outages.  Different categories were set for each outage. AI (artificial intelligence) was used to monitor server logs and detect vital information on all outages, which was stored in a remote database then extracted and automatically transferred into the Tivoli Helpdesk ticket system, therefore automatically mitigating such outages. 

McAfee Helpdesk Management tool migration to Tivoli Helpdesk Management tool -  This project was to migrate the Lucent enterprise helpdesk from McAfee Helpdesk tool to Tivoli Helpdesk.  It was determined that a new Helpdesk Management tool was needed.  I participated as project lead for beta testing and implementation.

Server Consolidation Project – This was a consolidation project in which multiple servers were taken from the Lucent Technologies Enterprise and moved into centralized data centers.  Various assets were retired, replaced or upgraded in an effort to maximize usage and performance.

Backup/restoration Project – This project was to centralize all backup data using Veritas backup software as a standard.  An in-house monitoring tool (BURT – backup/restore tool) was developed that reported backup statistics through the Helpdesk. This tool was deployed throughout the Lucent Technologies Enterprise.  The BURT tool was not only used as a mechanism for backup/restore performance monitoring but also as a disaster recovery tool and as a reporting tool for statistical analysis.

ECB (Electronic Control Book) – This project was based on consolidating hard copy notebook type control books, which contained vital server information on hardware configuration, backup frequency and data structure, disaster recovery information and security information into a web based environment. Thus making it available to the Helpdesk and field representatives for use.

Asset Refresh Project – This project was to replace legacy systems (both desktop and server) with new systems.  Inventory control was the key to this project; since most legacy systems were Lucent owned systems and were being replaced with IBM leased systems.  Served as Project Lead first for the state of Alabama and then for the South Service Delivery Center.  Earned IBM Global Services Bronze Award for outstanding performance.

SMS Remote Control – I performed as beta tester for both SMS remote control and Tivoli remote control.  Provided statistical analysis on performance, reliability and ease of use to help determine which platform would be used for the Lucent Technologies enterprise.  It was determined that SMS would be the helpdesk tool for the Lucent Account.

Gigabit speed Ethernet Project – Performed as Beta tester for use of Gigabit speed Ethernet for multiple sites within the state of Alabama.  Assisted in installation of Lucent Technologies Gigabit speed LAN hardware.  Provided analysis for performance and reliability.

Wireless LAN Project – Establishment of wireless LAN for Lucent Technologies Sales office.  Installed, configured and tested wireless LAN.  Performed analysis for business use.

Helpdesk Consolidation – Assisted in reengineering of Delta Airlines National Helpdesk.  Project consisted of consolidating various remote Helpdesks into one National Helpdesk.  Planning of Automated Call Directors (ACD’s) , Migration of Mainframe applications to Client Server environment. Developed and implemented a web based tool to assist in solving customer problems for the helpdes, which was used by the Delta Airlines staff (over 175 employees) as an online reference tool