SUMMARY

• IT professional with over 15 years’ experience in a corporate environment.
• Background includes user support, training, technical writing, systems installation, repair, maintenance, troubleshooting, root cause analysis, asset management, installation of structured wiring systems, and new equipment sourcing.
• Proven record of success reducing down time, project time, and call volume in a call center environment.

TECHNICAL SKILLS

• Adobe Dreaweaver
• Adobe Illustrator
• Adobe Photoshop
• Adobe Premier
• Avaya CMS
• Cisco CUCM
• Citrix
• Edigin
• Egain
• Exony
• HP Service Manager
• Lotus Notes
• Marimba Admin Tuner
• Microsoft Exchange
• Microsoft Lync
• Microsoft Office Suite
• Microsoft Outlook
• Microsoft SCCM
• Microsoft SharePoint
• Netop
• NICE
• PC Anywhere
• Remedy
• Splunk
• Symantec Backup Exec
• Symantec Ghost
• SQL
• SysInternals Suite
• Verint Impact 360
• Visio
• Wireshark

PROFESSIONAL EXPERIENCE

Confidential - Phoenix, AZ

Senior Deployment Engineer

Responsibilities:

• Planning/documenting process for statewide site surveys and new asset deployment
• Managing teams of up to 15 technicians to coordinate site survey/deployment
• Extended over the road travel to remote locations
• Asset management

Confidential - Phoenix, AZ

Senior Technical Analyst III/Engineer

Responsibilities:

• Assembly and scripting preparation of new enterprise deployment packages
• Managing deployments of new releases, patches, and hotfixes through SCCM
• Technical writing
• Managing Verint user accounts
• Supported Level II technical analysts
• Reviewed installation logs, registry, and other critical data to aid in problem resolution and root cause analysis
• Developed web based knowledge items for use by all tiers of support and end users.
• Technical troubleshooting
• After hours’ server monitoring
• On-call rotation

Confidential

Technical Analyst II (Lead)

Responsibilities:

• Troubleshooting Verint system issues, resolving trouble tickets, and managing user accounts
• Provisioned CISCO phones through CUCM
• Developed web and print based content as a support medium for training and supplemental education
• Developed, maintained, and administered multi-team SharePoint sites
• After hours’ server monitoring
• On-call rotation

Confidential - Phoenix, AZ

Telecommunications Analyst / Technical Trainer

Responsibilities:

• Technical writing, conducting one-on-one advanced training sessions, troubleshooting technical Verint system issues, resolving trouble tickets, and managing Verint user accounts
• Supported Nice Universe call logging system and performed administrative duties
• Developed web based content as a support medium for initial training and supplemental education
• Created detailed presentation materials for use in a classroom or desktop setting

Confidential - Mesa, AZ

Network Administrator / IT Consultant

Responsibilities:

• Asset management, planning/designing network layout, installing cat5/cat6 wiring, setup/configuration of desktop computers and peripherals, setup/configuration of servers, setup/configuration of Cisco VOIP phones, setup/configuration of PBX system, and desktop support for end users
• Assembled, installed, configured, and maintained desktop PC’s and servers
• Designed and maintained a database of all computer hardware and software
• Designed, documented, requisitioned, and coordinated the integration of workstations and servers
• Evaluated software solutions
• Troubleshot LAN connectivity problems and hardware issues
• Installed hardware, operating system software, and application software on workstations
• Troubleshot computer, printer, and other peripheral problems

Confidential - Mesa, AZ

Technical Team Lead

Responsibilities:

• Managing support system engineers performing on-site customer service and maintenance
• Performing hardware and software support and installations
• Installing and upgrading computer and network components, and performing asset management
• Set up and configuring customer computers (PC), servers, and peripherals
• Managed an inventory of surplus equipment
• Configured local and network printers
• Imaged computer systems
• Installed, configured, and decommissioned Windows 2003 servers

Confidential - Chandler, AZ

Technical Support Operations Manager

Responsibilities:

• Trained new technical staff
• Managed an inventory of testing equipment
• Extracted call handling statistics using Edigin
• Took level 3 escalations when more advanced troubleshooting was needed
• Created weekly/monthly executive reports
• Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions
• Admin for Edigin phone/computer monitoring and recording system
• Wrote technical manuals for use by internal staff and external end users.
• Maintained trouble-ticket system to record and track user calls and e-mails
• Admin for Microsoft SharePoint system
• Admin for Fogbugz trouble ticket system
• Configuration of Juniper remote assistance system

Confidential - Phoenix, AZ

Technical Support Manager / Helpdesk Representative III

Responsibilities:

• Managed a team of 30 advanced level III technicians and subject matter experts
• Assisted agents with technical troubleshooting on external customer computers (PC)
• Managed an inventory of lab equipment and performed asset management duties
• Extracted call handling statistics using Avaya CMS
• Conducted technical interviews for potential new hires
• Took level 3 escalations when more advanced troubleshooting is needed
• Analyzed and improved operations, which increased productivity
• Utilized the NICE Universe system to conduct performance reviews and monthly evaluations

Confidential - Phoenix, AZ

Field Electronics Technician

Responsibilities:

• Locating and troubleshooting electronic problems with video arcade equipment both on location as well as in a shop setting
• Installation of many different types of data/audio/electrical cabling
• Installation and configuration of modems, routers, and switches
• Physical repair of wiring and other board level electronic components, troubleshooting PC's that are used to run large arcade equipment, and maintaining a route of 30+ client locations.
• Provided support in an on-call after-hours rotation

Confidential - Phoenix, AZ

Security Officer

Responsibilities:

• Primary responsibilities included: Performing daily monitoring of the Confidential property, constant foot patrol of common areas, parking structures, and office buildings, property transportation driver to and from surrounding properties and businesses

Confidential - Tempe, AZ

Help Desk Technician

Responsibilities:

• Computer support for internal Confidential agents across the United States, support via telephone and remote connection using Netop software
• Support for Microsoft Exchange Server 2000
• Provided Tier II support for MS Office, LAN, WAN, and Lotus Notes
• Performed hardware and account setups for new employees
• Maintained Print Server and print devices
• Activated and deactivated employee, customer, and company affiliate profiles within Active Directory

Confidential - Phoenix, AZ

Network Administrator / Ebay Lister / Photographer

Responsibilities:

• Desktop support for all company employees (PC & MAC)
• Installation and configuration of various networking devices such as wireless routers and switches
• Photographed and edited images for items to be listed on Ebay.
• Designed and set up network, including wiring of buildings
• Managed daily operations of all information technology systems
• Provided strategic, technical, and budgetary planning in design, expansion, and implementation of enterprise WAN/LAN network infrastructure
• Managed file systems, storage devices, network servers and workstations
• Established and administered IT security policies
• Performed hardware and account setups for new employees
• Provide network support, software development and related services in a help desk setting
• Built LAN servers and workstations
• Successfully setup, diagnosed and repaired personal computers