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Systems Administrator / Engineer Resume

Plano, TexaS

SUMMARY:

Please note the support portion of my resume is due to my extensive field knowledge and pbx service strengths. My non - disclosure agreement with BBX, limits specific customer company names but you can see who I am linked in with for a public view of some my historical customers.

TECHNICAL SKILLS:

Specifc Technical Skills: Avaya IP Office (ACIS - SME Communications), NEC SV8100 / SV8300 / NEAX, SOCA Certified, BISCI Lv2

WORK HISTORY:

Systems Administrator / Engineer

Confidential, Plano, Texas

Responsibilities:

  • Develop thorough understanding of each customer’s system components and configurations.
  • Daily monitoring and surveillance of customer systems and proactively respond to service issues.
  • Troubleshoot, diagnose, and remotely resolve customer-reported service issues.
  • Respond to modification (moves, add, or changes) requests.
  • Create the method of procedure documents to obtain customer pre-approvals.
  • Escalate complex issues to the Systems Engineering team.
  • Document troubleshooting steps and processes using an internal ticketing system.
  • Identify trends to become more efficient on future requests.
  • Maintain software/firmware versions and revision control of customer applications.
  • Maintain the Customer Site Document to document all moves, add, and changes to the physical and logical elements of a customer’s network.
  • Create ad-hoc reports on customer traffic and usages.
  • Perform after-hours technical support.
  • Innovate by recommending new platform feature requests that would benefit the customer or the company.
  • Provide training to all team members on specific areas of expertise.
  • Creation of knowledge base documentation, including “how to” or “frequently asked questions” for internal use to support efficient process improvements.

Technical Engineer

Confidential , Richardson, TX

Responsibilities:

  • Productive NOC Leader Among during projects.
  • Provided base tier 2 support to company umbrella.
  • Built and maintained successful relationships with service providers, manufacturers, dealers and consumers.
  • Supported hundreds of customer accounts within corporate methodology.
  • Time Management methods used inside an appointment based concept, on-call 24-7.
  • Roving fault detection methods.
  • Whatever was needed to get the job done.

Technical Specialist PBX/Desktop Support

Confidential, Richardson, TX

Responsibilities:

  • Provided tier 1 IT support to company personnel and customers.
  • Built and maintained successful relationships with service providers, dealers and consumers.
  • Maintained composure and patience in face of difficult customer situations.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Referred difficult issues to upper management while maintaining positive rapport with customer. Informed customers about issue resolution progress.
  • Provided thorough support and problem resolution for customers.

Structured Cable Technician

Confidential

Responsibilities:

  • Installed and tested Cat5e, Cat 6, BNC, Krone, Bix types, Blocks, Patch panels, PRI/T - 1
  • Extensions, large pair cable installations ( White, Red, Black, Yellow, Violet) and secondary blue, orange, green, brown, slate .
  • Installed various jacks and coaxial connections i.e.: RJ-11, RJ-45, R-6, RG-59 various clients
  • Voice over Internet protocol telephone installation and digital telephone .
  • Cbeyond Cisco IAD installation

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