SUMMARY:

Detail - oriented analyst and engineer with over 20 years’ experience problem solving and growing revenue at a leading international communications firm. Was awarded “Outstanding Performance” for dedication and commitment to help achieve a $2 million order. Responsible for generating millions of dollars in sales through innovation, quality control and policy changes.

EXPERIENCE:

Confidential

IT Coordinator

Responsibilities:

• Experience: itil, analytical skills, information technology, troubleshooting, analyst, it manager, computer hardware, operating systems, servers
• Coordinate the day - to-day work of the IT support team in call center with both office and remote staff
• Responsible for supporting the business and the fulfillment of the Global IT Support including performing IT services, support, ordering & testing
• Ensure efficient daily operations and continuous process improvements within the local IT team in close cooperation with the Global IT and IT management
• Responsibility to ensure all incidents and requests are handled professionally as per published procedures standards and Service Level Agreements (SLAs) with high level of attention to details
• Monitor by reviewing daily statistics, taking ownership of, and follow-through, high priority cases
• Prioritize resolution and work closely with my peers as a team
• Work with a diverse multi-cultural team globally and provide support to our Global IT Support Team
• Coordination and support of external IT service providers & maintain relationships with IT vendors
• Provide support for Thin clients, Laptops, AD (Active Directory), VMware, Citrix, Office365, Win7, Win10 Imaging of laptops, Firmware upgrades, Cisco VPN, PhonerLite, Noble Direct, Adobe, Nitro, Presense, Teams Faxage, VOIP, Printers, ISP connectivity, mobile devices, 2FA/MFA issue resolution
• Coordinate work with Global IT, Local IT, Developers, Network Services, Management & new acquisitions
• Coordinate IT infrastructure changeovers of data circuits, access points (AP), switches, routers, issuing new IP s for printers, AP s & scanners, provide remote support to installation team.

Confidential, Miramar, FL

Senior Support Engineer

Responsibilities:

• Provided advanced product support for both Analog and Digital DMR Terminals, Repeaters
• Provided pre-sales support to our dealers, end users and our pre-sales support team
• Provided remote and phone support for applications running under SQL Server in both Windows, Android & Linux OS, iOS/macOS desktop and server support. Problem solving through critical thinking.
• Provided E-Mail support in both English/Spanish to Latin America, Caribbean and Mexico
• Provided support through phone and Remedy (Ticketing System) and our in house proprietary ticketing system as well as asset tracking of software and hardware
• Create technical documentation for our dealers and internal staff
• Created and Modified existing Scripts, Build PC & Server Images for deployment
• Facilitated 3rd party manufacture and vendor support for system integration
• Provided support to our other offices in (UK, Canada, Hytera West Office, Mexico, South America)
• Maintained Company Website (resolve typical issues dealing with (401, 403, 404, 405, 500, 502 & 503 errors respectively), MS Exchange Server, MS Office Legacy Products, VPN, Router, WiFi Access Points, Adobe products (Acrobat Writer, Lightroom, Photoshop), maintained company service products through Amazon Web Services aka AWS and other Cloud data services. Implemented disaster recovery.
• Photographer for company products and events
• Administer and Maintain the company’s Office 365 Suite of products including Skype for Business
• Trained Dealers on product features and facilitated product programing training, travel to clients for training, support & troubleshoot system issues, build system images for rollout
• Demonstrated problem solving proficiency, (Desktop, Server, Firewall, IP, DNS, TCP/IP, Network, MSSQL, AES Encryption, SSL/x509, Applications, Drivers, Android/iOS Mobile Devices, RFID, Bluetooth, WiFi, HotSOS integration), identified API issues and acted as liaison for all API issues within our dispatching software and POC interface within AWS & Google between clients and developers
• Supported our software within Google Chrome, Internet Explorer, Firefox, Safari, Mozilla, Opera, & Microsoft Edge, Windows Server
• Worked with R&D at factory in China for new feature implementation and problem resolutions
• Uncovered product weakness and expedited corrective action with R&D
• Communicated and innovated new ideas to our Regional Managers, Directors, Sales, Marketing and Technical staff through documentation and data modeling for which is in the best interest of the company for continued profitability and direction.

Confidential, Lemont, IL

Solutions Consultant

Responsibilities:

• Collaborated solutions to perspective clients utilizing Cisco Meraki Cloud based products
• Facilitated the sale of Cisco Meraki Products (Network Security, Optimization, Administration)
• Demonstrated Lifesize 1080P Video conferencing both desktop & mobile applications to perspective clients
• Demonstrated Cloud based hosting services to perspective clients
• Promoted Unified communications powered by Avaya (Voice/Data/Video/Hosted VOIP)
• Conducted Live product demos to perspective clients
• Contributed to company Trade shows by offering both technical and sales support via remote
• Facilitated IT Support for System Integration
• Created Spreadsheets for better Data Management of perspective clients

Confidential, Coral Springs, FL

IT/Communication Consultant

Responsibilities:

• Performed Installation and maintenance of both desktop PC’s and servers
• Implemented Networks utilizing (IP, Firewalls, Design, Switches, Wiring)
• Managed Mobile Support (Blackberry, iPhone, Android, Google Applications, Social Networking, WiFi, AP’s)
• Developed Strategic planning along with System Integration for continued company growth
• Provided software training of various off the shelf products for clients and customized the application to suit the individual client needs
• Developed business continuity planning and support for all clients.

Confidential, Boca Raton, FL

Systems Engineer/Team Captain/Project Manager

Responsibilities:

• Achieved the role of Team Lead/Project Manager on several projects (Morgan Stanley, Best Buy, Dillards, Darden Restaurant Group, Sephora, GAP, ABB Group, Maersk Data/Shipping, and Diageo to name a few.
• Facilitated the installation & maintenance (Servers, Workstations, WiFi, POS Systems Confidential /NCR, 802.11 (a,b,g), gateways, routers, firewalls, VPN’s, Public Access Points, repeaters, Citrix, ISDN, DSL, Satellite)
• Supported both Windows Server and AS400 hardware in a break/fix environment
• Provided Windows System Administration
• Provided Network Administration
• Performed installation and program modifications of Cisco Routers
• Provided general onsite IT coverage at various Confidential clients
• Coordinated and assisted in problem resolution between our Help Desk and the client
• Engaged in providing 3rd Level Support
• Contributed to clients disaster planning by providing customized backup solutions
• Handled Vendor & Client Interactions onsite
• Documented problem resolutions and created a centralized repository for internal support staff to reference
• Helped facilitate system rollouts of new images and systematic refresh of hardware

Confidential, Margate, FL

Systems Engineer Team Leader

Responsibilities:

• Provided Senior - level Desktop Support in large call center for 2000+ PC s (NT/95/98/2000/XP) LAN/WAN
• Provided Senior-level Server Support NT/2000/MS Exchange
• Built Images for new client projects
• Performed System Rollouts for both new and existing client projects
• Worked with VPN, TCP/IP, Citrix Connectivity, DSL, T1 s
• Demonstrated proficiency by becoming Dell Certified on all Dell Workstations & Servers
• Created Technical Training program for new IT Staff
• Assisted with the daily administration of our Lucent Definity G3R PBX (Call vectors in ACD environment) moves, adds & changes
• Participated in weekly disaster recovery planning