SUMMARY:

• A graduate offering a strong background in Information Technology. Great experience in network administration and has a highly established ability to analyze, diagnose, troubleshoot and resolve IT related issues. Ability to effectively converse and give appropriate support to end users as required. Also a fast learner with good skills on various operating systems, networking equipment’s and computer hardware’s. Strong analytical, organizational and communication skills with the ability to work in a team environment or independently.

TECHNICAL SKILLS:

Operating System: Windows 2000/XP/7/8/8.1/10.

Software Application: Microsoft Outlook 2003/2007/2010 , Word, Power Point, Excel, Antivirus Software’s (McAfee, Symantec, AVG, ESET), Team Viewer (Remote Connectivity), Adobe Acrobat Reader/Adobe Acrobat Professional etc, IOS, Android, Blackberry, Windows Mobile.

Networking: TCP/IP, WPA2, WPA, WEP, TKIP.

Hardware: PCs, Routers, Wireless Access Points, Network Extenders, Wireless USB Modems, Internal Wireless Cards, Mifi's, Blackberry's, Android devices, Apple Devices etc.

PROFESSIONAL EXPERIENCE:

Confidential

Global Enterprise Advisor

• Managing thousands of line accounts consisting of Machine to Machine devices (IOT), Data devices, Telemetry devices and 3G/4G Smartphones and accessories.
• Monitoring and Analyzing Machine to machine and data devices having irregular/abnormal behaviors like abrupt high data usage caused by viruses.
• Managing customer projects like migrations, trainings, equipment deployments by utilizing solid project management methodology and tools.
• Operating as a bridge between Customers and vendors like Sierra Wireless on high priority/emergency situations.
• Troubleshooting Machine to machine and telemetry devices when a fail to connect occurs. Making sure device settings and IP addresses are provisioned correctly so customers are able to connect to network or VPN with no issues.
• Educating and training customers in General Utilization of the Verizon online portal.
• Troubleshooting and resolving complex Online portal system issues.
• Pushed the utilization of Online Portal within the Department of Defense agencies which resulted to a 21% usage increase.
• Identifying opportunities and executing complex action plans to drive account growth.
• Assisting with making sure devices have correct features and data conditioning before deployment to customers.
• Assisting customers with making sure correct global provisioning is applied on data devices when end users are deployed out of the country.
• Identifying opportunities and executing complex action plans to drive account growth.
• Run audits to make sure devices on accounts are not exceeding contracted amounts for the period of performances.
• Making sure lines of service are compliant, match or do not exceed contracted amount on device counts.
• Managed Purchase Orders and procurement of funds on Multimillion dollar government accounts.

Confidential, Hannover, MD

Technical Support Coordinator

• Analyzed CDMA and GSM wireless Networks and connections on the 1X, EVDO/3G and 4G LTE wireless technology.
• Analyzed the wireless XLTE technology.
• Analyzed and traced issues regarding incomplete/dropped calls on the Confidential network and suggested solutions for user caused errors.
• Researched, evaluated and suggested network enhancement products like network extenders which helps enhance network reception for customers in areas with poor Network signal.
• Worked with network engineers ensuring customer issues were resolved in a timely manner.
• Escalated problems found to Network engineers using Remedy ticketing providing clear concise reports for system documentation which would help fasten the escalation/resolution process.
• Troubleshoot and provided support with Confidential devices and other products that were capable of interacting with the Confidential Network such as Phones, Computers, Wireless Routers, Wireless Network Extenders, Mifi's, Wireless Cards and Wireless USB Modems.
• Troubleshoot and assisted end users with different computer issues on Operating systems ranging from Windows XP/7/8/8.1 on products like Panasonic Tough - books, Dell rugged books, Lenovo ThinkPad’s to name a few.
• Acquired extensive knowledge with troubleshooting and updating drivers on Sierra Wireless and Gobi Wireless cards.
• Worked closely with vendors and manufacturers like Panasonic, Samsung, Pantech, Apple, Dell, Blackberry, Motorolla and Sierra Wireless on devices which failed to work properly as designed.
• Acquired extensive knowledge on mobile operating systems and applications from Blackberry OS 5 - OS 10.3, Apple iOS 4 - iOS 10, Android Donut - Android Oreo and Windows Mobile Operating Systems.
• Remotely connected to mobile devices using the MVD (My Verizon Diagnosis) tool to detect possible problem causes to mobile device issues.
• Researched and distributed most current information on product/services and software updates from manufacturers.
• Assisted in system/thin client rollouts for employees within the company.

Confidential, Waldorf MD

IT Consultant

• Hardware/Software Installation.
• Troubleshoot computer hardware and software applications.
• Troubleshoot wired/wireless devices like Wireless Access Points, Printers, Barcode Scanners and also GPS Trackers which were used to monitor and track delivery trucks.
• Diagnose and repair Windows XP/7 operating system issues,
• Assisted in Rebuilding used systems and redeployed units when needed.
• Assisted in performing major system software/application rollouts.
• Helped roll out and configure server upgrades in different coperate/warehouse branches to generation 8 servers.

Confidential

Help Desk/IT Support Technician

• I was responsible for providing IT support administration on MOTIR’s local area network, and on MOTIR’s remote site networks.
• I was responsible for installing; configuring and administering workstations, network attached servers, and network printers, routers, WAP’s at MOTIR’s headquarters and at MOTIR’s remote office locations.
• I provided helpdesk support and training to onsite and remote site end-users using Team Viewer Software.
• Responsible for installing operating system and applications on laptop, desktop, and server hardware.
• Upgraded the company’s internet service from a T-1 connection to a faster Ethernet over Copper internet connection.
• I was responsible for upgrading MOTIR’s phone system from an old PBX system to a VoIP phone system. I assisted in the setup, installing of wiring and VoIP phone components. Also assisted in administration for the VoIP server.
• Responsible for configuring, troubleshooting, and administering MOTIR Blackberry devices.
• Resolved network connectivity (LAN/WAN) issues.
• Administered MOTIR’s Antivirus system.
• Assisted the System Administrator with managing user and computer accounts in Active Directory.
• Setup and managed end-user email accounts via cloud based service (Rackspace).
• Maintained and monitored offsite disaster recovery backups via Egnyte cloud based service.
• I was responsible for the development and maintenance of business relationships with vendors and manufactures.
• My responsibilities also included the research, planning, evaluation, and integration of new software and hardware products into MOTIR’s environments.
• Resolved problems with software’s like Microsoft office tools (Outlook 2003/2007/2010 , power point, excel), Adobe, Antivirus being used in the environment.

Confidential

Help Desk Technician

• Worked as an intern providing tier level-1 and level-2 support assisting end-users
• Troubleshoot and installed computer hardware and software applications
• Worked as an adviser guiding end-users
• Provided training for end-users
• Provided support service over phone and remote assistance