SUMMARY

• Over fifteen years as a Telecom professional, I am a certified level 4 Central Office Technician wif 7 years as an IT Professional.
• Over fifteen years of Rack and Stack experience in Central Office, Data Center, Computer Room, and Telecom Voice environments.
• Productive self - starter wif a strong work ethic: consistently achieve goals.
• Proven experience in CO, network/hardware/operating system troubleshooting, PC assembly, system integration, technical support, Access/Transport and Call Center Helpdesk and NOC
• Verizon temporary technician (ISDN, Central Office and VOIP) in August 2011(Pentagon, US Marshals, DOJ, US ARMY and US NAVY)
• Blackboard temporary analyst (PC and MAC) Software support (Win 7, OS X Mountain Lion, Outlook, Word, Exchange, PowerPoint, Excel)April and May 2012
• Capital Commitment Solutions Confidential (PBX maintenance, troubleshooting) June 2012- June 2013 (DC GOVERNMENT)
• Capital Commitment Solutions Help Desk Technician (Win 7,OS X Avaya ACD, Outlook, Exchange Server, Active Directory, Remedy, Norton Ghost, Hardware/Software repair and maintenance, troubleshooting in person and remotely Audio Visual set up)July 2013-November 2013
• Confidential Central Office Technician installation of DC power equipment (batteries, cables, rectifiers and teh associated auxiliary equipment) March 2014-April 2014 Washington DC
• Building Futures Pre apprenticeship Program February 2015- March 2015
• Integration Technologies Desktop Engineer Migrating Fannie Mae users from Windows XP over to Windows 8.1 (Microsoft Office, Audio Visual set up) April 2015- July 2015 Washington DC, and Virginia
• ATT-TP-76300 Standards Tests A-D,E-S,F-I,J&K,L,N,O,T,M,P,Q,V, Ask Yourself, Supplier Awareness, and Quality Installation 2014
• Meridian PBXs (Meridian mail, Options 11-81, BCM, Symposium, Succession, Call Pilot)2014
• Patch panels (66, 110, BIX block termination) 2016
• Testing equipment (Sage 930a, T-Berds, Firebird 6000, OTDR and Digital Lightwave 2014
• Central Office Technician levels 1, 2, 3 and 4 Cosmic frame and MDF wire wrapping 2014
• Residential phone installation, Nortel DMS and Lucent 5ESS Switches, Nortel SONET, Sycamore Networks DWDM; PBX and Key system installation and maintenance (rack and stack) 2016
• Fiber Optic cable installation, termination and testing, VOIP phones systems 2016
• Installation of NEC and Motorola Radio equipment (rack and stack) 2014
• DSX and Titan DACS; port assignments, troubleshooting, and provisioning, Frame Relay 2014
• MS Office Win 98, XP and Win 7 and OS X(Word, Excel, Outlook, PowerPoint, Access, 10 years -2014
• Remedy Ticketing System 6 years -2015
• Call Center Operations 4 years -2014
• Remote Control Software 3 years -2015
• Avaya ACD 4 years -2016
• Government Call Center 3 year -2015
• OS, applications, printers and hardware support 5 years -2015
• MAC OS X (Leopard-Mavericks) MS Office Suite 1 year -2015
• Help Desk /IT support 6 years -2015
• Lotus Notes, Unix, Windows Server- 2015
• Audio Video set up experience 5 years -2015
• Windows and Linux systems administration -2015
• Windows NT, XP,7Microsoft OfficeRemedy ATM
• Ghost Imaging SoftwareProComm PlusSIP TCP/IP
• VPNVOIPCSU DSU
• Cisco IOSCisco SwitchesCisco Routers Networking
• VLANISDNDNS BGP
• EIGRPWIN 9XEthernet OSPF
• OutlookExchange ServerUDPMavericks
• Lotus Notes BICSI OSHA 10 SCCM/SMS
• Mainframes Windows Server 2012 Office 365 Linux
• Wireshark Spiceworks Solarwinds Alcatel-Lucent Routers
• AIX Solaris SUN HP/Dell

PROFESSIONAL EXPERIENCE

Confidential

Network Engineer/Technician

Responsibilities:

• Design and Architect solutions fornetworkconnectivity and 24x7 operations.
• Implement solutions from project start to finish - a solid body of prior work wiftroubleshooting and repair of data networkhardware
• Analyze internal and external customer requirements in order to determine business needs and come up wif a design.
• Daily operational support of onsite and remote enterprisenetwork(both campus and data center environments).
• Interface and manage vendor interactions for hardware and services provided.
• Work wif providers/telcos for services and escalation of issues.
• Review and recommend innovative changes to improvenetworkperformance.
• Verizon Network Engineering/Operations circuit testing (T1,GPON,Ethernet,DS0)

Desktop Engineer

Confidential, Va

Responsibilities:

• Set up new PCs, removing old PCs
• Windows XP, Windows 8.1 Norton Ghost imaging (Office 365)
• Printer/Scanner set up
• Network, hardware and software troubleshooting
• Add/Remove user accounts in Active Directory and Exchange, SCCM, Mainframes/Servers
• Identify technical issues, escalate issues, work wif end users to resolve issues and train users on new software/hardware, respond to REMEDY tickets
• Set up AV systems
• Maintain records of communications transactions, problems and remedial actions taken

Confidential

Central Office Technician

Responsibilities:

• Performed SONET and DWDM equipment installation, test and turn-up and maintenance
• Performed additions, removals and modifications on working equipment
• Performed circuit modification, software addition and upgrades and power transition work
• Addition and removal of circuits on working power distribution sources
• Analyze, plan, layout and assign installation activity to other
• Install aux bar, cable rack, and fiber duct, mount bays, frames, cabinets and equipment wifin CO, POP, Data Center and NOC
• Run, lace, label and test power, fiber optic and copper cabling. Power cabling includes h-taps, inline splicing and termination to BDFB
• Interpret, layout and analysis job MOPs, order specifications, floor plans, equipment and wiring documentation, Microsoft Office
• Interface wif Installation Supervisor, Project Manager and Engineering to resolve any order issues in NOC (Firewall, IP Switching and Routing)
• In-process and final quality inspections, troubleshooting and resolving all issues
• Implement, maintain, and repair routing, IP switching, firewalls, and remote access protocols
• Create reports on up time, bandwidth usage, server utilization, and other key metrics.
• Monitor automated and end user incident and outage reporting, troubleshoot, and resolve problems
• Provide direct customer support

Help Desk Associate

Confidential

Responsibilities:

• Maintained Telecom/Datacom equipment in Data Center and NOC environment 24/7
• Performed testing; maintenance on SONET & DWDM equipment
• Performed network monitoring using various tools (HP Open View, Netcool)
• Resolved network issues as required (NOC support)
• Performed duties as Tier 1 and 2 Help Desk Analyst in Windows 7 and Mac OS X (Mountain Lion & Mavericks) environment
• Used Altiris, Remedy and Active Directory, Windows Remote Desktop Connection, Norton Ghost, and Bomgar for Mac, Microsoft Office, Servers, Mainframes
• Handled user requests via email and phone (Avaya ACD)
• Performed hardware issues (break/fix) software installation, application repair and update or ( using Boot Camp for running Windows on a Mac as an example).
• Client was DC Government and Federal Government

Help Desk Associate

Confidential

Responsibilities:

• Installed telecom equipment, POS, PCs and software, removed legacy equipment
• Worked in Federal Government Call Center using remote tools, Altiris, Active Directory and VPN
• Tracked services through teh Remedy ticketing system; performed password resets
• Performed as lead technician on job site and Tier 1and 2 Help Desk Technician
• Performed hardware and software maintenance and repair on PCs and MACs (Win XP&7 and OS X Snow Leopard) Servers, Microsoft Office, Audio Visual set up
• Created various images using Symantec Ghost
• Used Adobe Flash to update and troubleshoot web-based application.
• Troubleshoot remote connection network issues.
• Installation of Motorola and NEC RF equipment (rack and stack)
• Client was Maryland State Troopers

Confidential, NY

Desktop Support Technician-Contractor

Responsibilities:

• Install new PCs; image new PCs; remove legacy equipment (Win XP)Microsoft Office
• Performed workstation maintenance and repair, mail support (MS Outlook and Lotus Notes)
• Performed network migrations; ghosting PCs, joining PCs and users to network (Active Directory)
• Tracked services through teh Remedy ticketing system
• Help Desk Support in Call Center
• Performed (MAC) on Nortel PBX
• Used Adobe Flash to update and troubleshoot web-based application.
• Install and terminate DC Power cables, batteries and rectifiers
• Install and maintained internet servers, CISCO routers and switches ( rack and stack)
• Monitor results of equipment acceptance testing
• Ensure quality customer service
• Perform multiple tasks from vendors (Alcatel/Lucent, Nokia and Nortel )such as testing SIP

Confidential, Miami, Ohio

Desktop Support Technician-Contractor

Responsibilities:

• Performed installation, configuration and ongoing usability of desktop computers, POS devices peripheral equipment and software
• Diagnosed and repaired PC’s and( MACs) including replacing parts and adding software as needed
• Performed network migrations, printer maintenance; asset inventory; wireless access point support
• Assisted customers via telephone (Remote Console) and in person.
• Installed new software and patches as needed
• Performed installation, configuration and ongoing usability of desktop computers (MACs), peripheral equipment and software (MAC OS X) Microsoft Office
• Performed workstation maintenance and repair
• Tracked services through teh Remedy ticketing system; Active Directory
• Performed troubleshooting assistance by phone(Help Desk)using Remote Console and in person
• Performed POS installation
• Performed PBX installation and maintenance (VOIP)

Technologies: Windows/MAC OS, Remedy, A+, TCP/IP networking, Altiris

Confidential, Washington, DC

Technician-Contractor

Responsibilities:

• Installed, configured and troubleshoot supported operating systems and software on teh Confidential Bank’s computers PCs and MACs
• Conducted physical inventory of office automation equipment and assisted wif teh verification of inventory records
• Performed preventive maintenance of printers and other selective equipment upon request
• I tracked support and problem resolution for technology (hardware and software) through teh use of Remedy System.
• I worked on Help Desk and NOC as is required after training.
• Installed, maintained and repaired all Blackboard security/access control equipment
• Installed, maintained and repaired Dell PC’s and notebooks (Microsoft Office
• Installed; tested and maintained Avaya VOIP solution (hardware/software) Audio Visual set up
• Installed, configured and maintained ISDN phone equipment and campus wireless support.
• Installed and configured POS devices, Frame Relay and ATM switches
• Established demarcation points for other vendors and supported their work
• Completed inventory for high profile project weeks ahead of schedule

Technologies: VOIP, POS, CCTV, Blackboard, ISDN, ARS, Frame Relay, ATM

Confidential, Austin, Texas

PC Installation Technician-Contractor

Responsibilities:

• Imaged, configured, installed, supported and backed up PC’s and Notebook’s
• Tracked inventory of end-user equipment; including recording distribution and maintenance information
• Provided quality customer service and NOC support (REMEDY,IP Switching/Routing Protocols, Firewalls
• Completed reports on Bandwidth usage, up time, server utilization and other key metrics
• Monitored automated and end user incident and outage reporting, troubleshooting and resolving all isuues

Technologies: Imaging/Ghosting, Trackit, Windows 2003

Confidential

Telecommunications Technician-Contractor

Responsibilities:

• Installed CAT5 cable based on provided blueprints
• Installed cables for voice, data and video; also power poles along wif ISDN phones system.
• Built telephone closets and tested all cables and phone lines (PRI/BRI)
• Supervised 9 technicians at Ft Belvoir on a secure site for Verizon
• Installed Nortel DMS 10/100/200 Switches
• Installed all associated ironwork, cabling (transmission and power)
• Used power tools to drill holes; cut holes and install racks; fire stopped holes as well
• Performed Switch testing; Access Node and OC 3/12/48/192 installation and test and turn up
• Installed equipment from Alcatel, Fujitsu, Lucent, Tyco, Adtran, and Seimens
• Installed fiber optic and coaxial cables for Switches and SONET Transport equipment
• Used blueprints and MOPS to install equipment also edited MOPS
• Installed DC power systems (batteries, rectifiers, cables, lugs, taps)to BDFBs
• Installed and tested Sycamore Networks DWDM equipment
• Installed relay racks; performed “rack and stack” of routers, switches, servers and alarms
• Performed network maintenance activities in POP, NOC and CO
• Performed circuit grooming on Qwest OC-12 to OC-192 circuits
• Performed site surveys and Central Office audits