Career Overview

• Please note the support portion of my resume is due to my extensive field knowledge and pbx service strengths. My non-disclosure agreement with BBX, limits specific customer company names but you can see who I am linked in with for a public view of some my historical customers. Confidential
• In summary I have and can do a project from pre-sales to post sales and beyond cradle to support . IP, TDM Hybrid, complex, small, medium or enterprise size is within my historical and future experiences.

Qualifications

• PBX Telecom understanding Commitment to never stop learning
• Technical help desk experience Vuesion expert CTI, DevLink, TAPI, OneX/I3vison/CallWorxs/Genesys
• LCR / ARS / Inbound Routing / Vectoring Desktop applications, ODBC connectors, wallboards, reporting
• Cross-tier components implementation Customer Workbook design / meetings
• Robust VoIP Experience LAN aptitude Wireshark and System Administration Tools
• Remote / Local systems support Held Secret Clearance, TWIC card, Valid Passport

Specifc Technical Skills

Avaya IP Office ACIS - SME Communications , NEC SV8100 / SV8300 / NEAX, SOCA Certified, BISCI Lv2

Work History

Systems Administrator / Engineer

Confidential

Provide effective level 1 and level 2 Voice and Data IP PBX technical support. Develop thorough understanding of each customer's system components and configurations. Daily monitoring and surveillance of customer systems and proactively respond to service issues. Troubleshoot, diagnose, and remotely resolve customer-reported service issues. Respond to modification moves, add, or changes requests. Create the method of procedure documents to obtain customer pre-approvals. Escalate complex issues to the Systems Engineering team. Document troubleshooting steps and processes using an internal ticketing system. Identify trends to become more efficient on future requests. Maintain software/firmware versions and revision control of customer applications. Maintain the Customer Site Document CSD to document all moves, add, and changes to the physical and logical elements of a customer's network. Create ad-hoc reports on customer traffic and usages. Perform after-hours technical support. Innovate by recommending new platform feature requests that would benefit the customer or the company. Provide training to all team members on specific areas of expertise. Creation of knowledge base documentation, including how to or frequently asked questions for internal use to support efficient process improvements.

Technical Engineer

Confidential

• Productive NOC Leader Among during projects. Provided base tier 2 support to company umbrella. Built and maintained successful relationships with service providers, manufacturers, dealers and consumers. Supported hundreds of customer accounts within corporate methodology. Time Management methods used inside an appointment based concept, on-call 24-7. Roving fault detection methods.
• Whatever was needed to get the job done.

Technical Specialist PBX/Desktop Support

Confidential

Provided tier 1 IT support to company personnel and customers. Built and maintained successful relationships with service providers, dealers and consumers. Maintained composure and patience in face of difficult customer situations. Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Referred difficult issues to upper management while maintaining positive rapport with customer. Informed customers about issue resolution progress. Provided thorough support and problem resolution for customers.

Structured Cable Technician

Confidential

• Installed and tested Cat5e, Cat 6, BNC, Krone, Bix types, Blocks, Patch panels, PRI/T-1 Extensions, large pair cable installations White, Red, Black, Yellow, Violet and secondary blue, orange, green, brown, slate .
• Installed various jacks and coaxial connections i.e.: RJ-11, RJ-45, R-6, RG-59 various clients served such as Verizon, Dallas ISD,
• American Airlines HQ, UTD, Bell Helicopters, Lockheed, NASA, AAFES, W Hotels and many more.
• Voice over Internet protocol telephone installation and digital telephone . Cbeyond Cisco IAD installation

Commissioned Security Guard / Site Supervisor

Confidential

Central Office Installation Technician

Confidential

Installed Central office equipment for WorldCom as a contractor. Install and maintain inside plant wire-wrap, bnc, anaerobic fiber connectors and heat cured fiber on . Power bay connection experience. Install digital looping equipment for OC-3, OC-48 and OC 192. Ultra-Long Haul and Long Haul Fiber Transmission installations. S band and L band SONET/SDH topology relay between McAllen To Chicago. Telecommunication Rooms, Cross-Connects, Rack-And Wall Mounted Hardware, Grounding Bars and Lugs, Chatsworth Racks, Ladder Rack installs.

MOS 31P -- Microwave Systems Operator-Maintainer

Confidential

Worked on microwave data nodes and routes, VHF, UHF, TDM, and FDM. Maintain microwave communications and technical control equipment. Monitor and restore telecommunications circuits, trunk groups and systems. Maintain circuit, link, system and station records and reports