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Sr. Technician Resume

SUMMARY

  • I have many experiences that have led me to be a great in leadership and teamwork. I have made myself readily available for further education, hard work, and to show my commitment. I travel when required and always do what’s needed for the team to succeed.

PROFESSIONAL EXPERIENCE

Confidential

Sr. Technician

Responsibilities:

  • Perform Tier I & II technical support for the VTSS Contract endpoints and infrastructure (Polycom and Cisco) via the Helpdesk phone queue/email
  • Complete Installation Setup and configuration of Endpoints and test to ensure full functionality.
  • Troubleshoot VTC units located at the various sites around the country and provide quality customer service
  • Create, update, and close tickets using the agency’s Trouble Ticket - reporting system (HP Service Manager)
  • Ensure the contractor-provided maintenance resolves the CAPRS ticket in accordance with the VTSS contract and contracted SLAs
  • Maintain accurate records related to each system in the customer’s AMCR database
  • Update endpoint software and maintain consistent endpoint configuration/provisioning across the network using Polycom & Cisco infrastructure equipment (i.e. Polycom RPRM and DMA, Cisco Controls, Expressways, TMS and Call Manager)
  • Test new and existing VTSS applications and configurations
  • Monitor the VTSS endpoints and infrastructure; escalate issues to the Senior Field Engineer
  • Perform scheduling of VTSS video conferencing bridge connections using Polycom RMX (MCU), edit existing bridge reservations and troubleshoot connection issues
  • Provide endpoint training to users
  • Support process improvement activities by recommending and documenting changes to existing processes or procedures
  • Create and deliver various reports on system usage and attributes
  • Perform low-level system engineering and integration functions
  • Assist the Junior Technicians with Support understanding and problem solving

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