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Noc Support Technician Resume

SUMMARY:

  • Over eighteen years of experience in building, managing and supporting computer and information technology systems.
  • Strong technical knowledge of computer hardware, operating systems and printer/scanning devices.
  • Technical lead and support engineer for multiple infrastructure and application projects
  • Designed and successfully implemented multiple client / server environments for low tech / no tech clients.
  • Provide on - call 24x7 hardware support for government, enterprise customers and a nuclear facility.
  • Created and implemented processes to assist customers with product inventory control of consumables.
  • Tested products and assisted manufacturers with quality control issues for remanufactured products.
  • Developed extensive knowledgebase and training material to support new sales and technical teams.
  • Evaluated and provided technical responses for numerous RFPs
  • Provided tier III application, network and hardware support for numerous small and enterprise customers.
  • Analysis and removal of virus and malware from high profile client’s devices.
  • Supported internal LAN / WAN infrastructure and VPN devices for local and remote offices.
  • Active Directory setup, User administration and Policy management for internal systems and client sites.

CORE COMPETENCIES:

  • Hardware Diagnostics & Repair Application Troubleshooting Presales Engineering
  • Product Evaluation Requests for Proposal / Quotations Contract Review
  • Software Installation & Support Network Analysis & Troubleshooting Technical Training

TECHNICAL SKILLS:

Operating Systems: Windows Server NT through 2012, Windows Desktop 3.1 - Windows 10, Basic Linux

Languages: Visual Basic/VB .NET, Shell Scripting

Processes: Quality Control, Sales Cycle, Project Management

Software: Microsoft Office, Microsoft IIS, MS Exchange, Visual Studio, Remedy, Netcool

Hardware: Compaq, Confidential, Dell, Lexmark, Oki Data, Cisco

Tools: Multimeters, Network and Cable testers, Oscilloscopes

PROFESSIONAL EXPERIENCE:

Confidential

NOC Support Technician

Responsibilities:

  • Monitoring Hub and CI devices such as CMTS’s, BEQ’s, QAM’s and QPKS’s using Netcool.
  • Monitoring national Video on Demand (VOD) and Switch Digital Video (SDV) to avoid service degradation and customer impacting events.
  • Escalating customer impacting and non-impacting events to the proper fix agent, working with on-site hub technicians, video engineering teams and construction teams to resolution.
  • Assist with establishing and enforcing managed service outages to meet SLA.
  • Managing conference bridges during escalated events, documenting detailed notes of the root cause and resolution of the problem while maintaining updated alarm point notifications to all departments.
  • Initiating, supporting and verifying the completion of overnight change work done to the DNCS, DAC and HFC network.

Confidential

Field Service Technician

Responsibilities:

  • Provided systems and device support for Confidential companies located throughout central New York.
  • Responsible for troubleshooting and diagnosing hardware, software and network related issues at the customer locations.
  • Escalated and worked to close out critical issues with third-party vendors as needed.
  • Lead project upgrades and replacement of store servers, switches, computers and printers.
  • Provided problem status updates, resolutions and closure notifications to department and store managers

Confidential

Lead System Engineer / Presales Engineer

Responsibilities:

  • Responsible for resolving customer technical issues with their computer, network and printer equipment.
  • Additional responsibilities included acting as technical bridge between the Sales Representatives and our clients.

Confidential

Customer Engineer

Responsibilities:

  • Provided troubleshooting and repair of Confidential equipment for medium size to Confidential companies.
  • Preformed new equipment installations, drive imaging, secure data removal, system configurations and maintenance.
  • Responsible for customer satisfaction and relationship management, case/call management, part ordering, returns, sales and service leads.

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