SUMMARY:

• In the different job assignments, I have taken part in. I was able to acquired experience in the following areas which has provided me view of the Information Technology field.
• Customer service: provided support both in - person, via e-mail and remote.
• Windows XP/ Vista/ 7 / 8.1- 10 trouble-shooting.
• Integrated Cloud Services- Microsoft AZURE
• Onsite, telephony and email application support.
• Experienced with supporting and maintaining Windows 7, 8.1 and 10, MS Office suite, Outlook and Office 365.
• VOIP Support: AVAYA and Nortel.
• Technical Writing.
• Load Testing: DCOSS = Digital Central Office Switch Simulator
• Remote-access tools: Citrix xenapp administration, Dameware and VPN tunneling.
• Established strong knowledge with HP CAPRS, BMC Remedy, PUB 21 and IFS Vision ITSM systems.
• Audio Video conferencing (Polycom, Tandberg/CISCO, SKYPE and LYNC.
• CAPA, SMS and SCCM software deployment tools.
• Windows Server 2008 R2, 2012 R2 and SQL Server 2012.
• Polycom Gatekeeper Admin.
• Monitoring of media servers ENCOMPASS, Mediagate Router and Encoders/ Decoders.
• Offshore communication and training of global partners.
• ITIL.
• UNIX | LINUX | PUTTY.
• Administrator RSA Token Solution.
• Monitoring and troubleshooting servers via SolarWinds network monitoring software.
• Active Directory: delete, create user and groups, reset passwords and add and remove users from groups.
• Lotus Notes Mail configuration, Databases and groups.

PROFESSIONAL EXPERIENCE:

Technical Account Manager

Confidential, Rockville, MD

Responsibilities:

• Technical account management of key customers’ fleets of trains, buses or coaches.
• Custom configuration of Icomera products, access points, switches, EBA and other on board network devices.
• Trouble shooting issues.
• Monitoring open EDRPs and reporting statics and abnormalities to Program Manager.
• Network/gateway performance monitoring and IP address changes.
• Testing on-board networks (connectivity, ping related, packet loss, signal strength, web pages, data transfer) and producing detailed reports for both Internal use and presentation to the TOCs.
• Trouble shooting issues and escalation to 3rd line for unresolvable issues.
• On Site support, network testing and analysis.
• Supporting/training 1st line and keeping all customer/network information up-to-date.
• Assist with the repair/logging and fault analysis of returned products on for all Icomera products.
• Assisting with software testing of new firmware releases.
• Provisioning or new and returned systems.
• Onsite commissioning.
• Assistance with large roll-out of project deliveries.
• Carry out mobile coverage surveys when needed.
• Monitoring eSupport ticketing system and updating 3rd line/development.

IVR System Administrator

Confidential, Baltimore, MD

Responsibilities:

• Maintain and manage 9 IVR Production Servers, 4 IVR Lab environment Servers, 3 Verint Servers, 2 Recording Servers and 1 Application Server. Call history Server, Unify Xpressions Voicemail Server, Unify Call Directory Server, Unify DLS Server and Unify OpenScape Contact (OSCC) Server.
• Create, change and delete user accounts for the PBX recording applications.
• Work with the MTA IT staff; supporting server and application upgrades and other technical issue related to the Contact Center.
• Insure proper operations of all servers and applications in the Contact Center; VOIP switch, Verint recording applications, call history applications and the NAS storage devices for recorded calls and video screen captures.
• Handle IVR system configurations for daily operations; support the Baltimore Link Project.
• Monitor the applications of OS and application patches and upgrades, identify system issues and support introductions of new services such as e-mail and chat services.
• Technical Writing: SOP, Users Guides
• Manage the Verint applications used for the call and screen recordings in the Contact Center.
• Trouble-shoot challenges arising from malfunctioning servers and applications
• Create trouble tickets for vendors and equipment manufactures.
• Provide support to the agents in the Contact Center in reference to with their desktop applications and related issues.

Team Lead Technician

Confidential, Baltimore, MD

Responsibilities:

• Demonstrated proficiency in supporting the client onsite.
• Managed the onsite team, provided leadership and assistance to ensure that all services are operating at optimal levels.
• Successfully delivered excellent customer services.
• Overseen all daily activities timesheets and schedules ensuring coverage for all systems to maintain support.
• Managed the daily tasks of the team while working with the Program Manager.
• Followed-up each project within your assigned team until project completion.
• Responsible for the overall appearance of the of the assigned work area.
• Developed and updated all daily/weekly/monthly reports that pertained to the operation.
• Monitored client cases and inquired with the staff on a daily basis as to the status of each ticket via HP -CAPRS and VISION ITSM systems.

VOIP Technician

Confidential, Baltimore, MD

Responsibilities:

• Performed initial diagnostic evaluation, addressed basic technical issues and provided end user education /instruction.
• Troubleshot configuration and application issues. Resolved issues within the scope and control of the position.
• Answered support phone calls from end users, system administrators, network and factory specialists with regards to the operation of VOIP network.
• AVAYA ACD Call Routing and Contact Center Manager Administrator (CCMA).
• Referred issues that are not remotely solvable by the technician to the appropriate team resource for resolution.
• Provided guidance to end users in procedures and policy for the administration and security of the provided hardware and software.
• Tracked the status, informed and escalated tickets as necessary to ensure compliance to all service level agreements (SLA’s) and expectations of Client.
• Provided prompt and accurate services with regards to on demand tasking, such as data analysis, ticket trending.
• Status reporting as defined by the client, and within the domain of the position’s capability to accomplish.

IT Supporter

Confidential

Responsibilities:

• Audio Video conferencing configuration (Polycom, Tandberg, AVAYA and CISCO (webex)
• CISCO/ Polycom Gatekeeper and Administration.
• Customer service.
• MS LYNC: 1st and some 2nd level support.
• Maintained inventory of consumables such as peripherals, toner and accessories.
• Local supplier contacts in reference to purchasing AV hardware and software.
• Assigned appropriate priority to requests for help and escalate issues.
• SCCM.
• On-sight 2nd level support of software, hardware and smartphone technologies.
• Ensured timely resolution of problems / work orders.
• Provided customer service, diagnosis and resolution of problems with PC and laptop hardware, software, network connectivity, printers, and mobile.
• MS Office Suite 2003-2010 -2nd level support
• Windows XP-7 - 2nd level support.
• BlackBerry / Windows 8 telephone Super-User /Admin.
• Documentation handling via Documentium.

Global IT-Supporter

Confidential

Responsibilities:

• SharePoint: internal knowledge sharing platform 1st and 2nd level support.
• RSA Token administration| creation, deletion and modification of users.
• Customer service user contact via email face to face and telephone.
• Experienced with installing and maintaining Windows, MS Office, MS Exchange and Outlook.
• Blackberry administration via BES: creation, deletion and modification of user’s profiles.
• Lotus Notes Mail service configuration 1st and 2nd level support.
• Insight Software administrator creation, deletion and modification of users.
• Allocated cases via telephone, email or by appointment.
• On-sight 2nd level support of software, hardware and smartphones.
• JD Edwards Enterprise 1 ERP System 1st and 2nd level support.
• Avaya IP Telephony 1st and 2nd level.

IT-supporter| Data Technician/ Software Developer

Confidential

Responsibilities:

• Video conference administrator (Polycom equipment).
• IT-problem solving.
• Application support.
• Assisted with internal physical moves of PCs, telephone, etc.
• User contact on a global scale.
• Develop documentation to support projects, programs and system configurations
• Implemented of communications technology (WLAN, UMTS, GPRS/EDGE).
• Database installation (Oracle, SQL).
• Implemented CAPA-Installer Management Suite (Software Distribution Platform).

IT - support

Confidential

Responsibilities:

• Desktop Support
• Asset Management
• Create, Maintain and update the school IT Asset Management Database.
• Made, pulled, and crimped CAT 3 Ethernet cables.
• Software installations