SUMMARY:

• Proficient in working in all OSI layers and TCP/IP protocols including but not limited to: Ethernet, Layer 2, Layer 3, VLAN, IP, DHCP, 802.1x, IP forwarding, Routing Protocols.
• Proficient in provisioning and troubleshooting both residential and business networks (VoIP and TCP/IP).
• Proficient in provisioning and troubleshooting MIS/AVPN/Opt - E-Wan Ethernet services.
• Proficient in mapping, testing, and troubleshooting all DS and OC levels from DS0 to OC192.
• Extensive knowledge of business and residential VoIP and MIS/AVPN/Opt-E-Wan ASR, (Access Service Request), LSR (Local Service Request), CSR (Customer Service Request) and LNP (Local Number Portability) transactions.
• Proficient in processing ASR (Access Service Request), LSR (Local Service Request), CSR (Customer Service Request) and LNP (Local Number Portability) transactions and supporting functions in support of delivery of service.
• Extensive knowledge of Local Number Portability to including but not limited to: data services, POTS, TDM, Switched and Dedicated Ethernet.
• Extensive knowledge of Adtran provisioning, configurations, VoIP protocols, and troubleshooting to guarantee QoS and CoS.
• Proficient in performing Mobility PCO (Provisioning Control Office) function in support of Mobility Network Provisioning.
• Proficient in supporting Mobility network infrastructure builds.
• Extensive experience working with business clients and the LECs of various states.
• Proficient in creating, tracking, managing, and closing IT ticket issues through Remedy software and managing the order process which encompasses order tracking, validating engineering, documenting, publishing daily reports, service order tracking and escalations.
• Proficient in working with Windows Server 2000 and 2003.
• Extensive knowledge of .NET framework.
• Intermediate knowledge of ASP.NET.
• Proficient in technical writing.
• Intermediate C++ programming skills (object oriented).
• Over 7 years’ experience in IT support.
• Fluent in speaking and writing Spanish.

PROFESSIONAL EXPERIENCE:

Enterprise Technical Support Tier 2, Engineer

Confidential, Centennial, CO

Responsibilities:

• OSI Layer 1 & 2 focused troubleshooting and configuring on Cisco, Ciena, and Juniper switches. Some Layer 3 configuration included in SUR.
• Static and DHCP addressing and troubleshooting.
• Business class VoIP troubleshooting and configuring on Adtran hardware.
• Repair remotely to guarantee QoS and CoS at provisioned rates and speeds.

Agency Technical Support Representative

Confidential, Golden, CO

Responsibilities:

• Worked in all OSI layers and TCP/IP protocols including but not limited to: Ethernet, Layer 2, Layer 3, VLAN, IP, QOS, DHCP, 802.1x, IP forwarding, Routing Protocols.
• Provided agents with a wide range of technical support including but not limited to: desktop support to the demarcation, and connectivity support for Liberty Mutual, Safeco, and Lexis Nexis websites.
• Ensured secure remote access and entry of customer and agent information.
• Troubleshot both residential and business networks (VoIP, BVoIP, and TCP/IP).
• Assisted with Local Number Portability to including but not limited to: data services, POTS, TDM, Switched and Dedicated Ethernet to the point of demarcation.
• Supported Mobility network infrastructure.
• Worked with business clients and the LECs (Local Exchange Carriers) of 44 various states.
• Proficient in creating, tracking, managing, and closing IT ticket issues through Remedy.
• Managed software and order processes which encompass order tracking, validating engineering, documenting, publishing daily reports, service order tracking and escalations.
• Applied extensive knowledge of .NET framework and intermediate knowledge of ASP.NET.
• Provided ongoing product and technical support for thousands of local independent insurance agents and agencies in 44 states.
• Consistently met all required Key Performance Indicators resulting in a Grade 8 promotion.
• Actively participated in the company’s first National Employee Council which is the company’s communication channel to improve customer service efficiency.
• Actively participated in the process improvement project (PIPELine) resulting in 4 separate items being implemented to decrease errors and increase efficiency.
• Managed and coordinated internal and external interfaces to complete the test and turn-up of services.

Helpdesk Technician

Confidential, Denver CO

Responsibilities:

• Worked in all OSI layers and TCP/IP protocols including but not limited to: Ethernet, Layer 2, Layer 3, VLAN, IP, QOS, DHCP, 802.1x, IP forwarding, Routing Protocols.
• Mapped, tested, and troubleshot all DS and OC levels from DS0 to OC192 to determine if exact location of issues.
• Supported Mobility network and secure mobile device access across multiple platforms.
• Worked with business clients and the LECs of various states.
• Created, tracked, managed, and closed IT ticket issues through Remedy and proprietary software.
• Managed the order process which encompassed order tracking, validating engineering, documenting, publishing daily reports, service order tracking and escalations.
• Worked with Windows Server 2000 and 2003, .NET framework, and ASP.NET.
• Provided technical support to over 250 online universities a schools including: University of Colorado, DeVry, Keiser International, and Stanford.
• Provided 24 hour, 7 day a week assistance over multiple platforms: phone, email, chat, and remote sessions.
• Created classrooms via HTML, HTML5, and CSS for use when required by instructors.
• Troubleshot servers and re-routed traffic when necessary.
• Created employee and customer instructional emails, tickets and email templates, company information, troubleshooting guides, user manuals, etc.

ECare Technical Support Agent

Confidential, Denver, CO

Responsibilities:

• Worked in all OSI layers and TCP/IP protocols including but not limited to: Ethernet, Layer 2, Layer 3, VLAN, IP, QOS, DHCP, 802.1x, IP forwarding, Routing Protocols.
• Provisioned and troubleshot both residential and business networks (VoIP, BVoIP, and TCP/IP).
• Troubleshot MIS/AVPN/Opt-E-Wan Ethernet services.
• Provisioned and troubleshot MIS/AVPN/Opt-E-Wan Ethernet services.
• Working with switches and routers including but not limited to: Cisco, Juniper, and Mitel.
• Mapped, tested, and troubleshot all DS and OC levels from DS0 to OC192.
• Extensively worked with business and residential VoIP and MIS/AVPN/Opt-E-Wan ASR, (Access Service Request), LSR (Local Service Request), CSR (Customer Service Request) and LNP (Local Number Portability) transactions.
• Processed ASR (Access Service Request), LSR (Local Service Request), CSR (Customer Service Request) and LNP (Local Number Portability) transactions and supporting functions in support of delivery of service.
• Extensively worked on Local Number Portability issues including but not limited to: data services, POTS, TDM, Switched and Dedicated Ethernet.
• Worked with business clients and the LEC (Local Exchange Carriers) of various states.
• Created, tracked, managed, and closed IT ticket issues through Remedy software.
• Managed the order process which encompassed order tracking, validating engineering, documenting, publishing daily reports, service order tracking and escalations.
• Applied extensive knowledge of .NET framework.
• Troubleshot and repaired hardware such as residential modems and eMTAs, as well as general traffic from blades to clients.
• Created custom templates, job aids, and materials used for instruction and .
• Provided verbal and written assistance in English and Spanish to customers who requested and/or required the language service.
• Promoted twice in a two year period.