SUMMARY:

• To bring excellent network and system administrations skills and knowledge
• To improve performance and functionality of network resources
• To help in improving business process

TECHNICAL SKILLS:

Languages: PowerShell, Command Line Scripting, Visual Basic Scripting, Java, C++

Applications: Office 365 Admin Tool, Secure Unified Communications with Skype for Business, Avaya IP Office, 3CX, Wireshark, Airwatch, Windows Remote Desktop, Windows Remote Assistance, Cisco VPN, HP Service Manager, Microsoft Office

Networking: LAN/WAN, TCP/IP configuration

Operating Systems: Windows Server 2012, Windows Server 2008, Windows 10, Windows 8.1, Windows 7, Windows XP, MacOS X Yosemite, iOS, Android s: CompTIA A+, TestOut Linux,Windows Server, CCNA, SmartNode 1k and 10k

WORK EXPERIENCE:

Confidential, Gaithersburg, MD

Network/Support Engineer

Responsibilities:

• Supervised and oversaw the administration and troubleshooting of Data Communications equipment and Internet protocols on a weekly basis
• Administered the operations of 2 - 5 Voice over IP (VoIP), SIP Servers, and MGCP.
• Monitored the operations and usage of SNMP using tools like OpenView or MRTG twice per week.
• Obtained valuable working knowledge of 5-10 internet protocols & communications interface including TCP/IP, VoIP, PPP, T1 & E1
• Acquired crucial knowledge and experience in SmartWare and SN10K s
• Achieved Level­1 & 2 Technical support experience for over three years
• Helped to improve the response time to service desk tickets to between 15-30 minutes for addressing customers issues
• Enhanced the experience with CRM, call tracking and defect tracking systems.
• Participated in the review and audit of software, cloud applications, and other technical services used throughout the organization to identify areas of deficiency and room for improvement.
• Directly respond to all incoming emails & phone calls
• Played a crucial role to increase first call resolution by 25 per cent
• Acquired Office 365 suite administration
• Engaged in daily troubleshooting of wired and wireless network connections to improve connectivity and availability over the 90% level
• Obtained knowledge in the use of Wireshark to analyze internet traffic to improve network performance
• Assisted client remote and over the phone support outside the United States
• Helped to increase the rate at which escalation procedures are executed
• Helped to redesign the first call resolution process leading to most calls being completed in under 20 minutes

Confidential, Arlington, VA

End User Support Analyst

Responsibilities:

• Assumed the role of a point of contact with the vendor to support, troubleshoot, and maintain Skype for business environment
• Acquired advanced knowledge for Skype for Business hybrid (Online/On-premise) infrastructure
• Co-operated in extensive troubleshooting of VoIP systems (On-premise Skype phone and Avaya systems) to improve performance levels
• Administered Office 365 among 35-40 users on a monthly basis
• Participated in the troubleshooting of Junos Pulse VPN client configuration for 10-15 users working remotely
• Coordinated the troubleshooting of issues with Windows 7, Office 2013, and Office 2016 suite of applications in 15-10 workstations
• Supervised and initiated over the phone and remote troubleshooting to support 25-30 users every week including monitoring desk side support for 3.5 instances issues that required direct support
• Created and implemented advanced response to issues related to high priority clients to achieve a response time of fewer than 60 minutes and devised an interactive strategy of ensuring that problems were immediately solved when they arise to increase the resolution time by over 70%
• Spearheaded the implementation of a novel method of evaluating technical problems to conform to the requirements of the clients’ office suite
• Explored, surveyed, and analyzed the best practices and strategies to improve service delivery and lowering costs of network resources by 25 %.
• Succeeded in the performance of annual security audit process to identify solutions and products aimed at improving and enhancing the security standards and to achieve a 90% integration level with existing platforms

Confidential, Arlington, VA

Service Technician

Responsibilities:

• Succeed in establishing, a point of escalation for all issues that cannot be resolved over the phone or remotely
• Managed to oversee the administration of 35- 40 user profiles with Active Directory and Microsoft Exchange and supervised 1-3 staff members to assist in the execution of assigned duties
• Assisted in the implementation of strategies aimed at increasing the frequency of using remote assistance and support to 10-15 users per week
• Coordinated the troubleshooting of issues with Windows 7, Office 2013, and Office 2016 suite of applications in 5-10 workstations
• Actively participated in the setup, diagnostics, and repair and of 5-10 printers after every 60 days
• Participated in the maintenance and performance tuning of 10-15 workstations every 30 days
• Responded to 50-60 email messages every week to customers seeking help
• Engaged in the installation, modification, and repair of computer hardware and software accessories 2-3 times weekly
• Participated in daily follow up procedures to ensure critical issues were resolved
• Engaged in monthly inventory control to understand the usage of the system and network resources
• Learned and adopted new approaches for supporting a wide variety of software suites including more than five versions of Microsoft-based products
• Co-operated in the execution of external projects that required the used of network administrator duties and skills
• Assisted with knowledge management duties by providing documentation and identifying areas of need
• Organized the establishment of a point of contact with vendors to improve communication levels