Systems Analyst/VoIP Analyst/NOC Analyst Resume

SUMMARY:

To obtain a position within the Information Technology field where I can share my knowledge/skills to help a company/organization grow to its fullest potential.

PROFESSIONAL EXPERIENCE:

Confidential, Fort Washington, PA

Systems Analyst/VoIP Analyst/NOC Analyst

Responsibilities:

working with the development team to in corporate Service Now throughout the organization helping design NOC company practices to eventually go live with an on - site NOC team working on online Cisco training to help educate myself further to contribute to team design working with JavaScript for back end programming of Service Now

Skills/programs/equipment/protocols used: Service Now, SharePoint, Putty, Zenoss , Avaya One-X Communicator , JavaScript

Confidential, Annapolis, MD

Systems Analyst/VoIP Analyst/NOC Analyst

Responsibilities:

participated in a rotational on-call network monitoring schedule monitored the network for any abnormalities during on-call hours responded to Nagios phone alerts during on-call hours dispatched our Network Repair technicians when needed to fix on-site network issues maintained our VoIP MADD modules (line cards) (resetting, disabling, enabling) responded to trouble tickets from customers called in network outage tickets when needed reset fax servers/Radius servers when needed updated our company Wiki with important company information troubleshot on VoIP issues such as dead air, one-way audio, no audio, distorted audio issues used Confidential to monitor company graphs for network consistency updated network maintenance requests on our Confidential calendar reset T1s and T3s through command line along with error checking/debugging reset hung channels accessed call detail records on specific phone number/user names via command line & GUI troubleshot with on-site techs to make sure new turnups of equipment were working accurately helped with installations in our network off site buildings from time to time

Skills/programs/equipment/protocols used: ssh, tcp/ip, unix, linux, Cisco 7200/7600/6500 routers and switches, Lucent, VoIP, putty, pidgin, Nagios, Cacti, RT ticket system, Bria, X-lite, Windows, Mac, SIP, sip trace, pcap, Wireshark, command line, vpn, BGP, OSPF, SS7, Squire, Radius, SSP, Microsoft Office, Word Perfect, html, Virtual Machines, Visual Basic, C#

Confidential, Wilkes-Barre, PA

Technical Support Technician

Responsibilities:

Answered calls/e-mails from customers in regards to their cable internet issues/MTA phone issues provisioned cable modems/MTA units in the Cisco CMTS system tested cable modems/MTA units returned from customers for future deployment worked with our backbone PTD (Prolog) in regards to customer abuse issues helped out our Customer
Service department when needed with high call volume assisted customers in our lobby in regards to internet/phone/computer questions used AS400 mainframe to help assist with billing for past due accounts worked with cable boxes to help troubleshoot customers tv channel issues

Skills/programs/equipment/protocols used: Windows, MAC, MTA units, Putty, VPN, AS400, Cisco CMTS, Lucent, Alcatel, Linksys, Scientific Atlantic, Vue Stat, Cacti, UNIX/Linux, FTP

Confidential, Wilkes-Barre, PA

Help Desk Consultant

Responsibilities:

Answered calls from sales reps to troubleshoot on their had held pda unit issues tracked the sales reps routes, store information, check in/out times in the company database helped assist the deployment team in getting new equipment ready for new sales team members

Skills/programs/equipment/protocols used: Windows, Office, Service Center, RHDS, eMoss, PDA, Windows CE

Confidential, Wilkes-Barre, PA

Customer Support Technician

Responsibilities:

Answered 1st and 2nd level technical support calls responded to customers technical support e-mails installed DSL modems at customer residences responded to trouble tickets on each calls in the company database worked with file transfer to assist customers in uploading information to our classifieds page tested our local dial up pops for abnormalities on a daily basis upsold DSL to dial up customers participated in company peer groups to implement new ideas for the company troubleshot on mail issues, windows issues, dial up issues, DSL issues troubleshot on basic home networking issues associated with the customer's DSL modem/router assisted customers in removing viruses/spyware from their computers

Skills/programs/equipment/protocols used: TCP/IP, Windows, MAC, DSL, dialup, Outlook, telnet, Radius, Remedy ticket system, FTP, Linksys, Alcatel, Fujitsu, McAfee, Norton

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