CANDIDATE SUMMARY:

Technical professional with strong customer service skills. Self-motivated and confident in making independent decisions. Adaptable to new systems and methods. Excellent communication and interpersonal skills. A , MCP Certified.

TECHNICAL SKILLS:

• Operating Systems: Windows 2000/XP/Vista/Windows 7/Citrix.
• Software: Windows Operating Systems Win 8, XP, Vista, NT, 2000 , MS Office Suites, Unix, Linux, Acrobat, Microsoft Exchange, Lotus Notes, SMS, Win Install, Peregrine, Remedy, Frame Maker, Exceed, Market Data applications Bloomberg, Reuters, Cars, Bridge, etc , Extra, Auto Sys Job Scheduler, Veritas Net- Backup, Vantive, Altiris, Virtual Tech, Cisco's HP Net Ranger, HD Encryption Pointsec, Sametime,
• Hardware: Desktop PCs Compaq, HP, Dell and Compatibles , Printers Local/Networked , Rack/Standalone Servers, Laptop, PDAs, and handheld devices.
• PROTOCOLS TCP/IP, OSI, Frame Relay, X.25, RIP, OSPF, ISDN, and other LAN/WAN protocols

PROFESSIONAL EXPERIENCE:

Confidential

Network Repair Technician

• Worked within the architecture of wireless voice/data networks to troubleshoot and resolve service impairments in roaming, transport services, faults, translations, and other voice/data network elements
• Correlated customer complaints with network performance to resolve service impacting conditions.
• Troubleshoot and resolved customers' issues by engaging internal and external resources providing accurate and timely documentation of actions.
• Also identify efficiencies to reduce cycle time in resolving customer troubles interfacing with vendors/carriers to ensure that defects in software or hardware is corrected.
• Utilize reporting, access and troubleshooting tools Remedy trouble ticketing, Xpercom and SANE , Lucent, Nortel, Compaq HLRs, and Motorola databases.
• Proficient in analyzing and interpreting complex voice/data platform messages
• Gather, troubleshoot, and analyze complex call processing, routing, and translations issues.

Confidential

Computer Instructor Volunteer

• Instruct users on how to use computer from elementary to advance users.
• Help users setup email accounts and access their mails
• Resolve email account and access problems
• Instruct users on how to use Microsoft Office Word, Excel, Powerpoint, etc
• Assist users with their personal computer, laptop and printer issues

Confidential

Computer Support Specialist

Install and setup computer with routers/hubs in offices, labs and student's dorms Setup computer and switches with network programs and utilities Repair and follow-up on students and faculties computer problems Responsible for resolving other computer issues including virus/malware removal and laptops repairs

Confidential

Desktop/Application Support Specialist

• Successfully completed various projects like rolling out desktop computers and laptops used ghosting to build workstations/laptops
• Compiled the database application for transitioning from Remedy to Digital Workflow process.
• Migrated Netscape thunderbird mail to Outlook 2007
• Provided support for scientists and technicians working in the laboratories
• Assisted users with using the Resource Scheduler for meetings and resource reservations in Outlook 2007. Converted and setup Non-Person Mail Accounts and profiles.
• Provide desk-side and over the phone application and hardware support for the clients both locally and internationally.
• Utilized remote access tools like Netware's Console One, PC Anywhere, Net Meeting, SMS and Timbuktu to remotely assist and resolve users' issues.
• Provided support for remote and Field clients with blackberry and other handheld devices.
• Resolved users login account and other access issues using Active Directory.

Confidential

Application Readiness Analyst

• Researched applications for testing and packaging in Windows Vista and Citrix platforms.
• Track and communicate with the application owners to determine compatibility with Vista/Citrix in the new Standard Operation Environment SOE , and also arranged for the application to be packaged for users benefit.
• Work with Engineers nationwide and overseas to test and verify applications in a Virtual Machine environment.
• Setup and hosted test schedules and provide support for users and Engineers.
• Utilized Remote Desktop to assist and resolve common desktop/application issues.
• Conferred with management on Project planning and progress.
• Worked with Project Managers/System Analysts to coordinate timely and successful completion of migrations.

Confidential

Technical Support Specialist

• Provide support for Citrix server applications and connectivity issue
• Troubleshoot and resolved software, hardware and network issues
• Enabled and reset user network account via Active Directory and other proprietary tools
• Troubleshoot and help resolved VPN connection issue
• Provided support for users with blackberry and other handheld devices.
• Ensure all procedural/documented processes and SLA's are adhered to.
• Work closely with internal support groups and external vendors to identify, resolve or coordinate the resolution of Network, System, and Application related problems.
• Use basic management tools and problems solving skills to restore service. Create tickets and dispatch work with field technicians as required to restore service. Report and manage outages
• Provide users with network access rights and enabled/disabled network accounts
• Track and update all open trouble ticket on a daily basis
• Create timely, detailed, and accurate record of all steps used to achieve resolutions

Confidential

Quality Assurance Specialist

• Verified that outgoing equipments met company specifications
• Coordinated with internal support groups to identify and resolve any arising problems.
• Troubleshoot and resolved all network and software problems
• Ensure all documented processes and procedures are followed.

Confidential

Network Admin/Technical Support Specialist

• Responsible for maintaining and securing Data Center equipments and tape back up.
• Installed, moved, added and configured new desktops and laptops to the network.
• Update and maintain operation activity/turnover/run logs and responsible for ticketing queue. Responsible for maintaining and securing Data Center equipments and tape back up.
• Answer incoming telephone calls to NOC and refer appropriately.