SKILLS:

Software: Microsoft Office applications, Active Directory, CrossTrack Mainstream Help Desk, Remedy, Citrix, Cisco AnyConnect Secure Mobility Client (VPN), SolarWinds, Epicor (ordering system)

OS/NOS: Windows XP/Vista/7/8/10, OSX, and Windows Server 2003/2008 - R2/2012-R2

Networking: Cisco/HP switches, wireless access points, and bridges.

Cabling: Cat-5e cable installation, termination, and testing.

WORK EXPERIENCE:

System Administrator / Desktop Support

Confidential

Responsibilities:

• Supporting approximately 600 users and few remote sites on all IT related requests and incidents. This includes Software, hardware and peripheral equipment
• Providing technical support for all issues that relates to LAN and WAN systems.
• Creating and updating new images for corporate machines to issue out to employees
• Effectively managing customer requests in a timely manner and documenting all help desk calls through Internal Help Desk System
• Assisting with testing and analysis of new applications and enhancements.
• Administering Active Directory user accounts and assigning group memberships in accordance through proper approval chain.
• Supporting mobile phone such as Android, and iPhone.
• Creating and reviewing technical knowledge base articles on procedure, guides, and troubleshooting documentations.
• Reviewing and ordering hardware and software in accordance through established standards and are completed at a fair market price.
• Perform IT maintenance and enhancement which includes, hardware replacement, patch updates, and configuring/installing network equipment (WAP, routers bridges, and switches).

NOC Engineer

Confidential

Responsibilities:

• Worked on voice migration and deployment of Cisco Unified Communication Solutions for 1400 Walgreens locations.
• Performed Cisco Unified Communication Manager upgrades from 6.1 to 8.6 version.
• Configured Cisco Routers (28xx,29xx,38xx) and Switches (3750) for voice migration that consisted of setting up dial-peers, DHCP, NAT, switch/voice ports etc.
• Conducted extensive VoIP post migration testing (phone lines, phone registration, phone porting, call routing, E911 (CER) checks).
• Performed various network troubleshooting on Routing, Switching and VoIP infrastructure.

NOC Engineer

Confidential

Responsibilities:

• Configure Cisco Switches and routers for Abbott's internal network which includes 3750, 3650 (switches) and 2810, 2821 (routers) for End of Life equipment replacement (Cisco 26xx Routers/29xx / 35xx Switches.
• Maintain and prepares technical documentation for end users.
• Used Remedy for ticket recording and resolution.
• Utilized various tools for configurations, management and troubleshooting (WebEx, PC AnyConnect, Putty, CMD, etc.).

Technical Analyst

Confidential

Responsibilities:

• Providing technical support to U-Verse Field Office (Prem techs) and core installation maintenance (I&R techs) on correct procedures to diagnose U-Verse telecommunication system
• Answering on average of 90 calls daily while employing useful communication skills in discussing cable quality with technicians
• Contributing personnel of the 82-member Quality Team that saved AT&T $23.6 million for 2012
• Documenting and enforcing procedural operations for technicians through the SharePoint log system to ensure proper installation and repair procedures for customers’ VOIP, POTS, internet, and HD streams.
• Analyzing and interpreting Light Speed Broadband Test results for isolating types of cable faults, errors on the cable pair, profile settings, and loop length analysis.
• Testing telecommunication data from the Light Speed Broadband Tools (LSBBT) through remote access programs.
• Reducing 30% of dispatches by assisting in the repair and installation of AT&T services right the first time
• Ensuring overall improvement in customer satisfaction while reducing expenses to the company

Technical Service Representative

Confidential

Responsibilities:

• Monitoring and updating over 2000 Walmart and Sam’s Club sites telecommunication status nationwide with the utilization of CrossTrack Mainstream Help Desk and Remedy ticketing system.
• Minimizing corporate costs by providing telecommunication technical support and customer service help to over 2000 Walmart and Sam’s retailers
• Providing technical support for incoming queries and issues related to the store computer systems, software, network and hardware (i.e. network printers, POS systems, servers, wireless scanners, wireless access points, routers, phone systems, and network routers.)
• Resolving technical problem with Local Area Network (LAN), Wide Area Network (WAN) and other system.
• Oversee installation of data cabling and phone wiring to be use for DSL (Digital subscriber line) and Wi-Fi (Wireless Fidelity) connections, fiber redundancy and new switch installation.
• Providing instructions to field technicians to properly troubleshoot TV and IPTV equipments.
• Assisting technical instructions to field technicians on how to properly troubleshoot various phones and cabling issues (Copper, Cat5e and Fiber optic) cables.
• Following up with over 60 customers and technicians daily though phone and email to ensure all customer requests were met and deadlines were reached
• Negotiating contracted rates, scheduling, and dispatching over $200,000 worth of contracted work for technical site services
• Providing troubleshooting support and consultation for all site telecommunication project systems such as: Cisco, Avaya IP, Magix, Legend, Nortel, and Panasonic.
• Assisting in troubleshooting of telecom and data network cabling moves/adds/changes, port configuration, setting up switch utilization for phone extensions and data lines.
• Effectively communicating with members of management, Network Operations Center, Premier Retail Networks, Motorola, CISCO, and ATEB on all contracted site for incident reports.
• Coordinating telecommunication logistics for all contracted site services with 3rd party vendors.
• Contributing member of a 9-person project team with a service track of 54.83% profit margin.
• Utilizing Opening and updating trouble tickets with local exchange carrier for telephone and circuit related issues (Granite, Verizon, AT&T, etc.).
• Updating coordinate maps for all technical service sites.