SUMMARY
- Information technology specialist with over 20 years of experience supporting telecom software and hardware systems. Self-motivated, highly productive, detail-oriented individual with excellent interpersonal skills.
- Exceptional written, communications, and customer service skills.
- Demonstrated strengths in technical support and network administration
- Definitive abilities in leadership, planning, organization, and customer support.
PROFESSIONAL EXPERIENCE
MSP (2018-Present)
Computer Network Engineer
- Troubleshot and resolved trouble tickets via phone, email, remote tools and at client sites related to technical difficulties with hardware, software, and related network issues
- Diagnose and resolve software issues within a Windows environment.
- Perform software installation on Windows Workstations and Windows Servers.
- Proficient knowledge of Windows OS and MS Office applications.
- Manage and maintain detailed information of client issues in support tickets assigned and detailed documentation of resolutions, interactions and time spent resolving issues.
- Have the ability to add/delete users to/from domain.
- Have a working knowledge of IP and sub-netting protocols.
- Have the ability to troubleshoot email issues and provide remediation.
- Research, test and deploy new technology.
MSP in NOVA (2016-2018)
Help Desk Solution Provider
- Troubleshot and resolved trouble tickets via phone, email, remote tools and at client sites related to technical difficulties with hardware, software, and related network issues
- Configured user accounts, user profiles, and system policies
- Installed, upgraded, and configured network printers, and applications and managed security permission and user accounts
- Supported Mobile devices (for example, Android, I-Phone, Windows 8, Blackberry and tablets)
- Setup wireless networks, routers, switches, and Network Administration
- Coordinated third-party maintenance for network, server hardware, and software services
- Setup and configured equipment and software tested updated and transferred customer data
- Performed testing of used equipment that has been repaired, before returning the equipment to the user
- Maintained remote monitoring and management (RMM) systems, and responded to alerts and notifications accordingly
- Utilized service-specific tools and technologies to deliver remote user support services
- Updated service order information with accurate documentation of all activities conducted
IT Company (2008-2016)
Solutions Engineer
- Responsible for troubleshooting and providing Help Desk technical support via telephone, e-mail and remote access.
- Documented solutions using Remedy ticketing system.
- Diagnosed and resolved advanced information technology hardware and software issues.
- Identified, researched, and resolved network connectivity issues
- Detected and removed Spyware and Virus via third party software
- Support more than 400 end-users with computer, network systems and peripheral devices, Wireless Network Configuration and troubleshooting
- Maintained a high level of customer satisfaction with focus on first call resolution.
AOL (2005-2007)
Telecom Engineer
- Responsible for engineering and supporting inbound call center infrastructure for AOL’s customer support centers nationwide.
- Administered Windows, and Linux & UNIX servers.
- Use Active Directory for account administration
- Installed, Configured and Upgraded PC Desktop hardware and software
- Performed AVAYA PBX system administration and hardware maintenance.
- Responsible for Avaya PBX Hardware troubleshooting and problem solving at all Regional & International Locations.
- Responsible for implementing MAC for new and existing Employees
- Performed Avaya PBX Adjunct (CMS, CTI, & Intuity) Hardware troubleshooting and problem solving
- Troubleshoot and resolve problems on circuits.
- Troubleshoot MPLS circuits with other internal groups to isolate VoIP issues
- Perform routine and preventative maintenance on all telecommunications systems and equipment
- Provisioned circuits and supported over 40 voice DS3’s, 24 frame-relay and two 3meg data circuits.
- Install, configure and maintain back-end and front-end systems, as well as LAN and WAN connection at remote site.
MCI (2002-2005)
Government Technical Support Specialist
- Responsible for providing advanced technical solutions to effectively diagnose mission critical systems failures within the OETS application. Database Administrator for the FTS2001 government contract.
- Diagnosed and resolved user reported problems using various applications within the database architecture.
- Isolated GSA Billing Disputes
- Researched and resolved FTS user registration issues.
AOL (1996-2001)
Telecommunication Hardware Specialist
- Responsible for implementing telecom hardware projects including Aspect PBX hardware installation, Cisco CTI, Sprint circuit installation and configuration, Swift Access support and other telecom hardware related support.
- Configured, maintained and monitored America Online’s Cisco ICM Intelligent Router Network.
- Augmented procedures for increased productivity.
- Educated co-workers on MS Windows, NT Workstation, NT Server, Windows 2000/XP, 2000 and Server.
SKILLS
- Networking equipment: routers, firewalls, access points & switches
- Demonstrated proficiency in MS Office applications (Office 2003-2019)
- Desktop Configuration, Imaging & Standardization with BIOS knowledge
- TCP/IP networking, including concepts such as DHCP, DNS, routing, TCP/UDP port forwarding, etc.
- Server Configuration and Setup
- MS Windows Server, MS SQL Server, MS Exchange Server
- Familiar with Backup Software, devices and media
- Common business office devices, including printers, scanners, fax, and multifunction devices.
- McAfee
- Symantec
- Splunk
- Automate
- AutoTask
- ConnectWise
- Avaya PBX CM (s8710/s8700)
- Avaya PBX CMS
- Avaya PBX Intuity
- Cisco ICM
- Aspect PBX
- Project Management & Crisis Management
TRAINING
- Windows NT Server Administrator Avaya PBX Technical Core System Class
- Signaling System #7 Maintenance Witness On-Site Training
- DMS PBX 250 Overview Dex PBX 400 Maintenance
- Crossnet Overview SST PBX Operations
- SPC Operations SSTII PBX Overview
- Avaya PBX ACA Certification Class Managing the Aspect PBX Call Center
- Intelligent Call Router Training Call Control Table – Design & Implementation
- Successfully completed all NASC Courses Aspect PBX System Release 7 Upgrade Training
