Associate Engineer Resume

PROFESSIONAL EXPERIENCE

Confidential

Associate Engineer

Responsibilities:

Troubleshoot VOIP PBX and phone issues
Provision phones to appropriate specs
Set up and maintain, manage PBX servers for clients
Collaborate with sales to ensure that customer needs and concerns are addressed
Engage vendors to get product issues resolved in a timely manner
Troubleshoot VPN and PBX issues
Maintain security and customer privacy adhering to PCI - DSS compliance
Guide end users through basic troubleshooting including layer one physical issues with VOIP
Assist professional technicians with installation and replacement of VOIP equipment
Work with different voice devices including Yealink, Cisco, Polycom, Grandstream, Edgemark, Panasonic and others
Process and troubleshoot phone number ports between/inside carriers
Mentor other engineers/technicians on challenging engagements providing education
Worked priority escalation trouble tickets to keep team queues under control

Confidential

NOC Technical Specialist

Responsibilities:

Troubleshoot network connectivity issues at an elite level, assisting others and advising management on trends
Address various WAN technologies including but not limited to Dial-Up, DSL, T1, coaxial, wireless, EOC, and fiber circuits
Troubleshoot router configurations isolating IPs, DNS, routes, ACLs and access permissions
Utilize remote support software to address field issues with engineers and technicians
Work with vendors to get network issues resolved in a timely manner
Diagnose unique private network issues ie VPN, IPsec and MPLS, cloud, etc
Maintain security and customer privacy, following PCI-DSS compliance
Talk end users through physical troubleshooting and diagnosis at issue intake
Coach professional technicians on all field work
Operate devices supplied by Netopia, Cisco, Adtran, Fortinet, Samsung, Zyxel
Assist field engineers to check DMARC and customer/property WAN service health
Mentor other techs to assist with difficult phone/field calls
Improve total team ticket work, escalations, field work
Promote a positive and communicatory work environment
Host weekly technical conference call with major customers to assess and address satisfaction

Confidential

QA Tester/Beta tester

Responsibilities:

Confidential

NOC Technical Specialist

Responsibilities:

Troubleshoot network connectivity for Fortune 500 and other clients
Address various WAN technologies including but not limited to Dial-Up, DSL, T1, coaxial, wireless, EOC, and fiber circuits
Troubleshoot router configurations isolating IPs, DNS, routes, ACLs and access permissions
Utilize remote support software to address field issues with engineers and technicians
Work with Vendors to get network issues resolved in a timely manner
Diagnose unique private network issues ie VPN, IPsec and MPLS, cloud, etc
Maintain security and customer privacy, following PCI-DSS compliance
Talk end users through physical troubleshooting and diagnosis at issue intake
Coach professional technicians on all field work
Operate and install devices supplied by Netopia, Cisco, Adtran, Fortinet, Samsung, Zyxel
Assist field engineers to check DMARC and customer/property WAN service health

Confidential

Lead Technical Support Agent

Responsibilities:

Address guest issues, helping customers transparently as client support
Respond to all monitored nodes in alarm
Troubleshoot servers, routers, wireless access points and switches
Participate in the development, implementation, and administration of IT staff operations
Aid other techs in resolving and diagnosing customer issues
Assist in training the new TSR’s (acronym???)
Coached hotel employees on graceful restart techniques and operation of network hardware
Understand and navigate consumer OS platforms including but not limited to Apple OSX, Windows Vista/XP/7 and mobile Oss (Windows mobile, early Android, early iOS)
Maintain a culture of note taking to enable follow up technicians clearly and concisely