SKILLS

• Excellent Analytical and writing skills
• Able to self manage and prioritize tasks
• Excellent communication, interpersonal, leadership and teamwork skills
• Fluent in both English and Spanish
• 10 years Help Desk and Customer Support
• Understanding of Switching Systems and Data Communication
• Understanding and troubleshooting of Enterprise Networks
• Install and configure Windows 95,98,NT, 2000, XP, 7, 8.1 and 2003, 2008 and 2012 Server
• Office XP, Office 2003, Office 2007, Office 2010 and Office 2013 Visio 2010 and Visio 2013
• Basic Unix and Linux VMWare Workstation and VMWare ESX 4.5 AutoCAD 2010 to 2013
• Knowledge of Wireless infrastructure communication Aruba Access Point, Motorola Access
• Point and Controller, Cisco Access Points and Controller
• Knowledge setting up AAA, Radius and 2 Factor Authentication using Tokens
• Troubleshooting, configuring and testing Cisco Router 6509, 2811, 1841, 891 Cisco Switches 2900, 3500, 3700, Adtran Netvanta series, HP Procurve series, Dell Power Connect 3500 series and 6200 series Switches
• 4 years installing and configure Cisco ONS 15454 Cerent 454 and ONS15327

EXPERIENCES

Network/ System Administrator

Confidential

• Responsible for implementation, support, maintenance and management of El Super Network Infrastructure.
• Installed new Cisco ASA 5515 at our Corporate Location to standardize all VPN traffic and log all inbound and outbound connections.
• Implement new Radius and 2 Factor Authentication Server Deep Net Security Software for added security.
• Implement and Maintained New Cisco 5800 Wireless Controller for all Stores lightweight Access Point for centralized Management and logging. Implementing new SSID for secured Internal users and secured guest access
• Maintained exciting and new user accounts, file system security, printer access and remote access.
• Maintained exciting Microsoft Windows Server 2003, 2008, 2012 and administration of Microsoft Exchange 2007 Server.
• Implement Barracuda Spam Firewall 300 and Web Filter 310 to improve email security and web browsing for corporate users.
• Implement a TrustWave SIEM logging system to meet PCI requirements.
• Installed, analyzed, managed and optimized Local Area Network, Wide Area Network performance for various networking protocols, routing technology and network topologies to include TCP/IP, VLANS, Internet HTTP, HTTPS, FTP, SSH, SMTP various gateways and routing protocols and smart switches.
• Monitor all circuit Primary and Secondary via What up Gold application and work with Service provider to ensure issues get addressed and resolved when arise.
• Responsible for migrating Cisco router 1841 to Cisco 891 to enhanced the security at the Store Level and to meet PCI requirements of segmentation of the store networks.
• Keep all documentation including SOP, Policies and Procedures, WAN, LAN drawings and equipment lists accurate and up to date.

Network / Telecom Engineer

Confidential

• Mitel PBX, Mitel IP phones, AVST Callxpress Voicemail, Auto Attendant and Angel IVR Cloud Solution.
• Responsible for implementing, maintaining, and supporting of the following phone system components:
• Responsible for implementing, maintaining, and supporting of all stores and warehouses network systems hardware components via What's UP Gold and Net Flow services: Adtran Routers, Cisco Router Switches, Motorola Access Points and HP Switches and there connectivity provided by our vendors via MPLS DLS, T1, and Wireless back up network providers. Order and Disconnect services for all location from Phone lines to DSL ADSL, IDSL and T1 services from Phone Company, MPLS and EVDO provider as well in maintaining a record of all services
• Monitor and troubleshoot corporate network issues as they arise via their logs. Wireless Security Infrastructure using AirDefence and Aruba, Motorola Wireless Switches and conduct weekly reports for security purposes. Conduct Sites Surveys with Air magnet Pro, Wi-Fi Analyzes and Spectrum Analyzer as needed.
• Manage requests via phone calls, emails, or direct requests from end-users on technical issues and provides necessary assistance and training. Includes support of all computers/laptops, printers, office phones, and servers.
• Assisted in managing the Blackberry Enterprise Server 5.0 and attached users as well as Blackberry devices issued by the company and assist with the Mobile Management ordering, replacing and Plan Changes Sprint, AT T and Verizon .
• Manage Fax core Server and issue users fax numbers via the cloud technology.
• Provides expertise and team leadership in the areas of network design, troubleshooting, performance management, support and documentation of standards and procedures for the administration of all supported environments
• Provide tier II and III support of Corporate, Distribution Center, and Retails Store network issues in a 24x7 on-call rotating schedule support role and Travel, as needed, to our Distribution Centers, Data Centers, Retail Stores, and/or Subsidiaries. Components via What's UP Gold and NetFlow services: Adtran Routers, Cisco Router Switches, Motorola Access Points and HP Switches and there connectivity provided by our vendors via MPLS DLS, T1, and Wireless back up network providers.

Desktop Support Technician

Confidential

• Manage requests via phone calls, emails, or direct requests from end-users on technical issues and provides necessary assistance and training. Includes support of all computers/laptops, printers, and office phones.
• Configure and implement all new Workstations Computers, Laptops, phones, voicemail, and fax lines.

• Answer users' inquiries regarding computer software and hardware operation to resolve problems.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Oversee the daily performance of computer systems.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software. Maintain all workstations in optimal working condition at all times make recommendations for upgrades or modifications as necessary to ensure optimization of equipment and resources.
• Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Develop training materials and procedures, and/or train users in the proper use of hardware and software.

Helpdesk Support Technician

Confidential

• Resolve customer issues, providing superior customer service to ensure satisfied customers
• Utilize resourcefulness to resolve outstanding customer questions and/or issues
• Provide level 1 support for all store hardware/applications issues
• Provide level 1 supports for all corporate and warehouse desktop hardware/software issues with off the shelf software such as Microsoft suites, Highjump, Accuterm and Voxware systems. Configured and setup RF equipment for stores and warehouses via Avalanche Management Server.
• Utilize exemplary writing skills to respond to customer emails and send email notifications
• Understand department procedures to properly inform customers of ticket status, product availability, and manage customer expectations
• Log all helpdesk interactions into BMC ticketing system and Make appropriate and thorough updates to BMC incidents.
• Maintain a XX First Call Resolution
• Perform hardware and software installation
• Stay current with system information, changes and updates
• Ability to escalate issues when needed to proper level II and III support staff and Demonstrates a sense of urgency.

Data Networking / Telecommunication Technician

Confidential

• Responsible for testing, configuring and troubleshooting various types of Data Networking equipment Cisco, Juniper, Redback and Nortel CVX1800 .
• Conducted full configuration testing and port analyzing to meet customers requirements using Cisco Works 6.0.
• Helped with the development of test beds, design of the Data Networking Lab, and was in charge of Help Desk and maintaining the Data Labs Computers up to date with the latest services packs and Anti-virus programs.
• Helped the sales team and the warehouse employees with day-by-day questions on equipment and assisting customers with and issues they had with the equipment with phone technical support.
• Responsible for testing, configuring and troubleshooting various types of telecommunication and Data Networking equipment Cisco Routers, and Switches, Cell sites, Power supplies, and DACA and Optical Carrier equipment .
• Built-up subassemblies, card cages and chassis in order to perform diagnostics analysis.