Telecom Analyst Resume McLean, VA - Hire IT People

TECHNICAL SKILLS:

Ticketing: Mercury (MGS, PPM, ITSM), ServiceNow, FootPrints, BMC Service Desk Express (Magic)

OS Platforms: Windows 7 and 8

Software: Microsoft Office Suite 2010 (Access, Excel, PowerPoint, Word); installing drivers, Siebel Public Sector; Genesys

Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps

VOIP: Cisco enterprise phone deployments (7 940 through 88 51), Cisco CallManager and Cisco Unity

Mobility: Apple iOS, AirWatch

Remote: Bomgar Remote Tools, Remote Desktop Connection

VPN: Juniper Networks

Support: Helpdesk escalation and documentation on ticketing system, customer service support (email, phone, and in person)

Languages: English and Spanish

PROFESSIONAL EXPERIENCE:

Confidential, McLean, VA

Telecom Analyst

Responsibilities:

Vetting vendors for new solutions in order to improve productivity and minimize costs
Managing monthly wireless reports, expenses, and vendor meetings
Reconciling billing issues, changes, and upgrades for multiple users
Liaison between vendor and management for quality assurance of hardware and services
Responsible for all mobile devices, POTS lines inventory, helpdesk escalations, and (conferencing, wireless) contracts
Deploy and configure desk phones, softphones, and iPhones

Confidential, Washington, DC

Technical Support Specialist

Responsibilities:

Provide technical assistance to external customers using the copyright.gov website through phone and emails
Create 30+ tickets daily using Footprints ticketing system for internal and external users
Providing technical and procedural support for Seibel - based applications
Perform preliminary troubleshooting and interfacing with IT helpdesk for internal issues
Responding to all internal and external customer requests within the established Service Level Agreements (SLAs)

Confidential, Reston, VA

Support Center Analyst Intern

Responsibilities:

Responsible for providing users with information about new software being implemented, restoring service, and escalating tickets to a higher level of support
Troubleshoot hardware and software issues in both a PC and MAC environment
Responsible for data collection, triage and a resolution point for issues presented to the Support Center
Assisted with Procurement of Support Center supplies, Purchase Order releasing and Material Delivery
Basic Active Directory changes for end users that need an account unlocked or a password reset.
Deployed software using Dell KACE and deployed hardware for new hire set-ups

Confidential, Rockville, MD

Inventory Control Coordinator/Supervisor

Responsibilities:

Managed inventory of a $3 million store by cycle counting products to better help our customers
Supervised 5 associates daily that organized and cleaned the warehouse to help sale associates locate products
Updated inventory in the system daily to keep inventory as accurate
Coordinated a cycle count program daily to have an accurate shrink number

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Telecom Analyst Resume

Mclean, VA

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