SUMMARY:

• 3 Years of System administration, server and application support.
• Experience in deploying, monitoring, supporting applications, creating and managing user accounts.
• 3 Years of administration of Cisco Unified Communications (UC) application to provide call reporting to business units, including system maintenance and integration with external systems.

TECHNICAL SKILLS:

OS: Win 2000/XP/ME, Mac OS, Microsoft server 2003, Microsoft server 2008, Windows 7 Software Application - Microsoft Office XP/2013 (Word, Power Point, Excel, Access), Norton Utilities, Adobe Photoshop, Micros Sales, clarify ticketing system, Active Directory, NICE, OTRS ticketing system, MacAfee, Remedy ticketing system, SCCM 2012, Cisco call manager, cisco unity VSphere Enterprise Environment, Windows, Linux, Citrix, Sun Solaris, EMC Storage, Cisco networking, Cisco Jabber, Microsoft App-V 4.6 and 5.0, SQL and Oracle Database, NET and Java framework

Networking:   Oracle, Ethernet 802.3, TCP/IP, DHCP, DNS, WINS, ARP, FTP, Telnet, DSL/Cable, hubs, cabling, SMTP, POP3, NAT, VPN, VLAN, RIP, Ethernet 802.11, LAN/WAN, VOIP, SIP, H.323, IVR, DHCP, HTTP(S), TFTP, Cisco VCS, Cisco Catalyst 6500/6800/4500/ 3800 , Cisco ISR routers, Cisco QOS, IPSLA, SNMP, Solar winds network management. EIGRP, MPLS, STP

Languages:  Power Shell, Java, JavaScript, XML

PROFESSIONAL EXPERIENCES:

Confidential

Datacenter, Systems and Telecommunication Analyst

RESPONSIBILITIES:

• Administer and monitor outbound dialing campaigns including design, build and maintenance of campaigns, calling lists, filters and reports;
• Coordinate departmental schedules in conjunction with supervisors and managers, including all training, meetings, and miscellaneous events that could affect service levels within the call center;
• Establish a proactive approach to dynamically monitor and manage real-time call center activities;
• Maintain compliance with Inovalon’s policies, procedures and mission statement;
• Gather call routing business requirements and design & maintain call flows to satisfy those business requirements;
• Analyze current call volume & traffic to ensure phone system service levels;
• Analyze and maintain IVR, Call Center Quality Assurance, Outbound Dialers systems performance and capacity to meet proper Call Center service levels are met;
• Administer Cisco Unified Communications (UC) application to provide call reporting to business units - including system maintenance, integration with external systems;
• Use business writing skills to create end user communications and documentation for departmental processes / procedures;
• Manage design, deployment, troubleshooting, and maintenance of Voice and call center infrastructure and systems
• Work with business functions to implement innovative call center solutions that align with business goals and objectives
• Define detailed functional and technical specifications required to satisfy business requirements for programs, projects, and releases
• Integrate design to the systems to manage managing call scripts, outbound campaigns, IVR call flows, system databases and reporting
• Design, implement and maintain application-specific blueprints, life-cycle plans, and roadmaps;
• Provide solution planning and estimating of programs and projects
• Create documentation on Voice and call center technology process flows
• Communicate design, functional, and technical specifications to development team
• Oversee issue resolution on-site and through third-party vendors
• Ongoing ownership of all Voice and call center systems / IVR post deploy, including upgrades,
• enhancements and any other related projects or incidents
• Troubleshoot and maintain call flows
• Telecom systems and services trouble shooting and trouble resolution
• Performing telephone system moves, adds, changes
• Installation and Removal of IT equipment
• Install and remove cabinets and racks in the data center
• Perform activities to ground cabinets according to standard processes
• Approve/coordinate tickets to add or remove equipment from the data center
• Move equipment, racks, devices, and materials between physical locations in the same data center
• Cable Installation and Planning
• Physical installation and removal of patch cabling, and cabling components, and related material
• Removal of unused cable and cable components from racks, conduits and data center subfloor
• Connect communication copper and fiber cables between installed IT equipment
• Ensure that all links and communication cables have been tested, labeled, connected, and documented according to client standards
• Test all cables prior to installation and cable pathways end to end before and after installation to standards
• Identify unused system connections
• Basic device configuration and OS Loads
• Install software CDs and DVDs
• Install, connect, and/or move USB devices
• Device Validation
• Visual inspection of devices as requested
• Serial number validation
• Device Inventory capabilities and physical comparison to inventory lists
• Basic troubleshooting and repair of IT equipment failures
• Power on/power off devices
• Relay LCD readouts
• Reset Remote Management connection ID’s and Passwords
• Reseat cables
• General Troubleshooting and visual verification to assist remote troubleshooting efforts
• Test and troubleshoot problems
• Check power connections
• Provide feedback on console display (e.g. stop errors, blue screen, etc.)
• Assist with disaster recovery activities in the event of a complete system failure
• Assist with recovery of data center and equipment related to planned and unplanned power interruptions
• Attend conference calls for troubleshooting and recovery of client environments related to a reported client impacting incident
• Inventory Management
• Tracking ensuring physical inspection and collection of information related to IT equipment within the data center.
• Shipping/Receiving and Loading Dock function including tracking and storage of materials
• Receipt and returns of packages and equipment according to client processes and support the tracking of shipping/receiving data for packages and shipments.
• Equipment Destruction and disposal of IT equipment following client standard processes and procedure
• Media Management.

Confidential

SR. Desktop Support Administrator

• Install, upgrade, support and troubleshoot Windows 7, and MS Office, MAC and any other authorized desktop/laptop applications
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Manage & provide technical support for mobile devices/iPhones/iPads etc.
• troubleshoot and manage Video conferencing equipment in the region
• Asset & Inventory Management
• Develop trends by monitoring and analyzing incoming calls, tickets, problems and support requests
• Manage, support & coordinate Print Services.  

System/Application/Network Support:

• Install, upgrade, support and troubleshoot Enterprise Applications hosted on Windows OS and MAC.
• Ensure desktop computers interconnect seamlessly with diverse systems including: Associated
• Validate systems, file servers, email servers, application servers, and administrative systems.
• Maintain and Support Windows Server 2008 and 2012 DNS, DHCP, AD, File Server.
• Coordinate Troubleshooting network connectivity in a LAN/WAN environment.
• Install, Upgrade, Configure, Support & Troubleshoot Switches, Routers and wireless access pointing in an Enterprise Environment.
• Install, Support & Troubleshoot ASA Firewalls in an Enterprise Environment.
• Install, upgrade, support and troubleshoot Mobile Cell Phones.
• Install, upgrade, support and troubleshoot VoIP.
• Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator.
• Troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Responsible for tracking hardware and software inventory.
• Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines.
• Maintain I.T. records and tracking for area of responsibility.
• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures.

Customer Support Analyst

RESPONSIBILITIES:

• Sets up and maintains various network and computer related hardware and software.
• Establishes and maintains user environment, directories, and security as directed.
• Responds to the needs and questions of network users concerning their access to resources on the network and the operation of various software programs.
• Remains abreast of changes in user and system software and hardware requirements.
• Monitors the network, keeping system information up-to-date in various logs and spreadsheets.
• Troubleshoot minor networking problems.
• Escalates network and computer problems to Helpdesk Administrator and Corp IT Manager as necessary.
• Update operating systems as required.
• Loads and updates software applications as required.
• Manages network printing, and network technical resources.
• Manages anti-virus software and ensures that desktops and laptops are properly patched and up to date.
• Manages company cell phone hardware and mobile devices and arranges repairs and replacements as necessary.
• Notifies Corp IT Manager of any recurring problems being presented by network users.