SUMMARY:

• Over 5+ years of experience as Network Support Technician
• Experienced in local and wide area networks (LAN/WAN).
• Provisions network management tools to reflect new network devices and changes to existing networks.
• ServiceNow, Remedy Resolution, Clarify Ticketing Systems
• Provides technical support to users for computer related technical problems.
• Enters tickets into the call tracking tool; ensures information is accurate, prioritized and assigned to a queue.
• Answers help desk telephones and responds to customer inquiries to ensure customer needs are met.
• Assist customers in resolving technical problems while providing guidance regarding software and Hardware problems.
• Network connectivity/performance problem troubleshooting including serious fault investigation management and resolution.
• Network management including Pro - active monitoring of LAN and WAN links as well as capacity planning.
• Installation, configuration and maintenance of Cisco devices such as Cisco routers
• Troubleshooting network connectivity /performance problems and providing resolution.
• Experienced Enterprise Server, Windows

SOFTWARE:

Voyence, Clarify, CISCO ASC, Active Directory, Lotus Notes, NotePad++, Windows Office, Excel, DHCP, DNS, HyperV, VMWare Workstation, TCP/IPRemedy, Citrix XenApp, Thin Client, ServiceNow, SCCM, Server Remote Support

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support, Plano, Texas

Responsibilities:

• Computer Networking
• Audio/Video Integration
• Conflict Resolution
• Problem Solving
• Train new employees on day to day functions
• Build and maintain relationships with Dealer
• Managed IT Support to Dealers and End Users
• Accessed and documented procedures for manuals to better serve Dealer base
• Provide 1st level technical support on proprietary software and applications

Confidential

Technical Support, Dallas, Texas

Responsibilities:

• Provide troubleshooting and ticket resolution for corporate computer users.
• Supports computer users with installation of hardware/software and networking components to meet corporate computer needs.
• Diagnoses and troubleshoots basic problems with individual or multiple computer systems in order to maintain proper functioning; resolves issues including contacting and assisting vendors.
• Assists with computer studies, projects, and implementation of policies throughout area of assignment.
• Conducts diagnostic reviews and produces error reports as requested by customers in order to identify and correct any problems.
• Maintain inventory of all hardware and software via Service Now Management Systems.
• Assist clients with troubleshooting active directory issues, moving computers to domains, resolving client machines inability to connect to a domain, password resets and adding users to Organization Units.
• Review existing migration tools and provide recommendations for improving performance of the migration process.
• Performs the installation, migration of user data, maintenance, and administration of systems.
• Enable users VPN access if permissions allow using Active directory. Assigned and configured iPhone tokens, Windows tokens, and hard RSA tokens to end user depending on user preference.
• Supported iPhone/Android devices on Outlook exchange server for remote access to email.
• Supported iPhone proprietary applications for usages and creating accounts.
• Assisted in installation of Smart VPN Client and advised users of token process.
• Troubleshoot VPN connectivity issues, confirming internet access, VPN permissions in Active directory, and verifying status of token using RSA Authentication software.
• Troubleshoot any Windows based error message user receives as desktop level support, and if necessary assign to field tech to receive replacement as needed.
• Performed the installation, migration of user data, maintenance, and administration of systems from OS Windows XP to Windows 7.
• Assisted with beta testing on Windows 10 environment
• Citrix Support Citrix XenApp PCI Compliance Thin Client Support

Confidential

Service Desk Analyst, Coppell, Texas

Responsibilities:

• Provides technical support to users for computer related technical problems.
• Enters tickets into the call-tracking tool; ensures information is accurate, prioritized and assigned to a queue.
• Answers help desk telephones and responds to customer inquiries to ensure customer needs are met.
• Assist customers in resolving technical problems while providing guidance regarding software and hardware problems.
• Create user and group objects.
• Resolves and/or refers complex technical problems through a defined escalation process.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Confidential, Dallas, TX

Network Support Technician

Responsibilities:

• Lead and evaluate network devices.
• Remote site Configure Cisco router 2801, 2911, and switches 2960
• VSAT communications links
• Configure, troubleshoot and upgrade router
• Provides remote technical support to field technicians performing new network device installations.
• Identifies and corrects network connectivity issues.
• Works with Telco to fault isolate network transport issues.
• Troubleshoots WAN/LAN connections and IP routing issues.
• Provisions network management tools to reflect new network devices and changes to existing networks.
• Remedy Resolution, Clarify Ticketing Systems

Confidential

Network Technician

Responsibilities:

• Implementation and support for the local and all remote sites
• Network connectivity/performance problem troubleshooting including serious fault investigation management and resolution.
• Network management including Pro-active monitoring of LAN and WAN links as well as capacity planning.
• Installation, configuration and maintenance of Cisco devices such as Cisco routers
• Troubleshooting network connectivity /performance problems and providing resolution.
• Network management including Pro-active monitoring of LAN and WAN links as well as capacity planning.