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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