SUMMARY

• Dynamic Information Technology Professional with 12 plus years of proven success in providing client implementation & technical production support for Retail Industries. I am driven in proving Root Case Analysis. Excellent analytical and troubleshooting skills Thrives in fast - paced environments with knowledge of ITIL v3 Foundations.

• Knowledge with SQL Server management 2017, run SQL queries, to troubleshoot data issues and to preform work around job failure missing file
• Microsoft Office, Word, Excel, Power Point/ Jenkins
• Alarm surveillance and triage systems for HVAC, power, facility intrusion, T1, T3 and DS3 outages and malfunctions. Remote cell site troubleshooting with emphasis on sector / cell sites operational restoration, provide support to Network Field Operations as well as MNRC. Tier II support experience.
• Ericsson GSM/UMTS, Alcatel-Lucent, Nokia, Siemens, SIAD, Nortel RAN, RNC and True Position Platforms
• Proficient with Remedy ticketing systems, CTS ticketing system, Cherwell ticketing system and Service NOW
• Highly experienced and reliable performing complex assignments for leading companies and demanding stockholders
• Experience with CDMA & GSM technologies, VoIP and cell tower operations, along with Ericsson EVDO deployment processes, T1, T3, OC3, OC12, OC48 bandwidth outage break fix and testing, software testing and onboarding. Implementation of UNIX and LINUX commands during maintenance window operations used daily
• React and Net Analyst software for T1 testing & troubleshooting techniques for cell site functionality, including new cell site operation and turn up
• Knowledge in new user & account setup, password resets, install/re-install applications along with various forms of assistance for end user operation and troubleshooting peripherals (i.e.; printer mapping, Komtac scanner, credit/debit card device Verifone & Ingenico, receipt printers - KUBE- and cash drawer setup and assignment).
• Utilizes system tools DNS, DHCP, etc.) To review available IP addresses and to fulfill IP address assignment requests.
• Porting (Mobile Transfer) - use SMG/SOA for porting verification and manual activations, NSP create for mobile transfers, ICP/PON cancellation and activation.
• Proficient in Break-Fix involving mobile network, device and products.
• Understanding of Mobility (Mobility Network and Mobility IT).
• Daily assistance with 700+ Cricket Authorized and Corporate locations with proprietary routers and switch operations, Ingenico and Verifone operation management, removing and installing drivers.

PROFESSIONAL EXPERIENCE

Confidential

It Consultant/System Analysis

Responsibilities:

• Responsible for supporting various Confidential applications - onboarding app and BI app
• Create and manage troubleshoot incidents tickets in Cherwell.
• Monitor daily running jobs and application uptime and availability and success and failure
• Troubleshoot application issues (e.g. data issues, application error issues, user issues), including database and system related
• Manage application access (e.g. facilitate urgent and resolve job failure and time out, delay issues in Prod
• Responsible for working with Release Management, Dev in Deploying Jenkins code releases, changes, hotfix to Stage and Production environments
• Work hand and hand with DBA’s DEV and Operations team to ensure to ensure all deployment are deployed successfully
• Responsible for finding trends in data with root cause analysis
• Provided emergency bridge support to urgent Production time sensitive issues
• Responsible for creating RCA’s and updating Runbooks
• Daily duties include porting activations and break-fix resolution, ticket triage, provisioning, and escalation procedures, troubleshooting multiple issues relating to device and network capabilities; escalate to the appropriate fix agents.
• Trouble ticket triage, Inbound Trouble Calls of issues involving porting, VLR/HLR systems and device malfunctions. Break-fix response. Maintaining prepaid wireless services on a nationwide GSM, HSPA+ and LTE wireless networks.
• Applications and operations support for 700+ Cricket Authorized Dealers and Corporate store locations. Supporting Windows-7 & 10, POS Terminal functions, Verifone and Ingenico Credit
• Card devices, Routers, WIFI, Receipt printers and Dell printer devices. Along with uninstall / reinstall application drivers and software, IP configuration via DHCP protocol.
• Knowledge of TCP/IP. Previous CCENT certification holder. Proficient use of SMG/SOA, TORCH, SCAMPweb, PEARS (Port Eligibility and Reference Sevices), SMG/SOA, NeuStar for porting verification and manual activations.

Confidential

Desktop Management Analyst

Responsibilities:

• Performed assigned tasks to complete simple customer requests for configuration, testing and/or delivery of desktop software applications and standardized Operating Systems components and patches to production desktops.
• Provided support to IT users of desktop management tools to resolve simple technical issues, level III Helpdesk support for resolution of application issues, based on SME Status
• Interfaced with software vendors to resolve desktop toolset issues of simple to moderate complexity. Test functionality of new Desktop management software tools under evaluation as direction.
• Support audit requirements as requested by other team members. Assists in performing level I systems administration of selected desktop management applications.
• Additionally supported Onboarding utilizing ServiceNOW application.

Confidential

Telephony Outage Reporting Analyst

Responsibilities:

• Monitor VoIP outages that designate FCC reporting according to new criteria from OBIEE system
• Maintain log and records as required: generate reports to monitor daily company goals and standards
• Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, techniques: Work typically involves regular review of output by a supervisor/manager
• Plans, promotes and administers the support function of the SOC to ensure quality service and professional interface with internal and external customers
• Establish criteria and guidelines to maximize daily productivity and monitor quota
• Assists SSS I and the field employees with troubleshooting video, telephony, and high speed data calls.

Confidential

Operations Analyst

Responsibilities:

• Provided key support in mission critical “war room” environment for iDEN tower decommissioning program with significant impact on Enterprise customer accounts
• Performed “triage” research, business & technical problem solving for firm’s mission decommissioning of 9000+ IDEN cell sites
• As part of high performance team, handled complex emergency escalations between Vendors, Network, CARE, Sales and Sprint personnel, including email communication with Senior VP level Management.
• Performance earned “Certificate of Recognition” for outstanding performance and service to Enterprise customers and cross functional teamwork.
• Used SharePoint, Instant Messaging, MS Excel, PowerPoint and other systems to stay in communication with sales, migration, technical and vendor teams to ensure outstanding response times to both emergency and “business as usual” situations.