SUMMARY
- Information technology specialist with 30 years of experience supporting telecom software and hardware systems. Background includes installing, configuring, modifying, and troubleshooting Windows operating systems, Windows 2012 R2/2016,2019 Server, OSX, and UNIX.
- Implement SQL queries and running SQL scripts.
- Proficient in analysis, troubleshooting, testing, documentation, applications and program management, technical support, and network administration.
- Strengths in verbal communications, time management, organization, and departmental operations.
- Skilled in hardware and software installation, applications and program management, technical support, and network administration.
- Expert in fostering and developing client relations, providing end user training and innovative technical solutions, conducting equipment demonstrations to increase efficiency.
- Leadership skills include ability to lead and motivate co-workers from all backgrounds, creative problem solving and solution-oriented work style, decisive and confident decision-making and in-depth proficiency with new technology trends.
- Specialties: Engineered and supported inbound call center infrastructure including four Avaya s8710 PBX’s running Communications Manager
EXPERIENCE
Managed Service Provider | Computer Network Engineer | September 2018 – Present (7 years 9 months)
- 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.
Managed Service Provider | Help Desk Solution Provider | August 2016 – August 2018 (2 years 1 month)
- Troubleshot and resolve 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, 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 of equipment and software, tested updated and transferred customer data
- Adjusted, repaired, and replaced worn or defective parts
- Performed testing of used equipment that has been repaired, prior to returning the equipment to the user
- Maintained remote monitoring and management (RMM) systems, 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
Technical Device Support Services Company | Solution Engineer | October 2008 – August 2016 (7 years 11 months)
- Respond to customer requests via telephone, email, and via remote access
- Diagnose and resolve advanced information technology hardware and software issues.
- Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions.
- Use Company provided tools to troubleshoot and solve customer technology problems.
- Maintain high level of customer satisfaction with focus on first call resolution
- Adhere to quality standards set by the company
- Provide feedback on tools, process, and business improvements
Telecommunications Company | Telecommunication Engineer | February 2005 – December 2007 (2 years 11 months)
- Engineered and supported inbound call center infrastructure including four Avaya s8710 PBX’s running Communications Manager (CM) 2.2,
- Avaya system administration and hardware maintenance
- Avaya Call Management Systems (CMS) Administrator for all Users and Agents
- Performed Monthly backups for Primary and Secondary Call Management Systems (CMS)
- Avaya Hardware troubleshooting and problem solving at all Regional & International locations
- Avaya Hardware Firmware upgrades
- Intuity Audix System Administrator also performed Monthly backups for all four servers.
- Avaya Knowledge of Vectoring
- Managed Cisco Intelligent Contact Management (ICM) for over 3000 toll-free numbers.
Telecommunications Company | Technical Support Specialist | February 2002 – February 2005 (3 years 1 month)
- Database Administrator for the FTS2001 Government contract. Responsible for troubleshooting user reported problems. Experienced when using various applications within the database architect. Provide advanced technical solutions to effectively diagnose mission critical systems failures within the OETS application. Provide Daily Network Report (DNR) CDRL 0158, Production System Chronic trouble tickets, FTSNET, OETS, TMI, PQS, MCC, TOPS Daily orders for GSA, USAREC, and NAVREC, Leads the monthly TOPS billing dispute call with the billing verification organization at GSA, Isolate GSA Billing Disputes, Troubleshoot FTS user registration issues.
Internet Services Company | Telecommunication Hardware Specialist | April 1996 – February 2001 (4 years 11 months)
- Responsible for implementing telecom hardware projects including Aspect ACD hardware installation, Cisco CTI, Sprint circuit installation and configuration, SwiftAccess support and other telecom hardware related support. I was also responsible for configuring, maintaining and monitoring Cisco ICM Intelligent Router Network. Lead Project Manager for implementing the Telecommunication in all Call Centers. Recognized as an outstanding employee. Augmented procedures for increased productivity. Educated co-workers MS Windows, NT workstation, NT server, Windows 2000/XP, 2000 and Server,
Telecommunications Company | NMC Controller | 1986 – 1996 (10 years)
Telecommunications Company | Technical Staff Specialist | 1993 – 1994 (1 year)
Telecommunications Company | Network Controller | 1986 – 1993 (7 years)
- Provided second level assistance to all switch and transmission systems.
- Maintained direct contact with all DEX, DMS, and CTSS switches and had extensive access for displaying switch information.
- Monitored all Switch, Remote Radio, and Multiplex equipment alarms.
- Coordination with most Internal Network Operation groups, other commercial carriers and local Bell Operating Companies made the NMC a focal point for the reception and dissemination of all information pertaining to system activities.
