SUMMARY:

• Analytical, solutions focused Network Operations Technical Support professional with solid knowledge and experience in large multi - site contact centers technical support, fault identification/resolution, and emergency recovery planning.
• Adept at identifying areas of concern at the initial stage, implementing timely solutions and resolving high-severity network issues promptly and efficiently.
• Excellent communication skills recognized for calm disposition in stressful situations and ability to convey complex information in easy to understand manner to non-technical groups.
• Work well independently or as part of a team with minimal supervision.

TECHNICAL SKILLS:

• Cisco Call Manager
• UCCE ICM Script Editor
• ITIL, ITSM foundation trained.
• Cisco IPTV Viewer/Adobe Connect
• Cisco Unity Connection Web Inbox
• Call Center Reporting Management Tool (CCRMT)
• Compass Tool IP/MPLS Network
• Empirix SIP Call Trace and Analysis tool
• ICM Managing User Access via Active Directory
• Microsoft Office Professional Plus 2013
• Microsoft Skype for Business
• Change Management methodologies and processes.
• ITSM HP Service Manager
• Norton Utilities Antivirus
• Rockwell Galaxy ACD
• SBC Admin Agent Tool
• Symantec Antivirus Enterprise Edition
• Tone Software Reliatel Network Monitoring Tool
• Remote Desktop Connection (RDC) SolarWinds DameWare Remote Access
• Windows 2010 Server
• Windows 3.x to Ver.8.1

PROFESSIONAL EXPERIENCE:

Confidential, Miami, Florida

Network Technical Support Technician II

Responsibilities:

• Incident Management/Incident Response. Highly trained and experienced managing outage bridges by taking an organized approach with triaging, addressing and managing high severity/impact events such as Priority 1 and Priority 2 incidents; and high severity P-3s with the ability to minimize downtime to the users and ensure their prompt resolution of all related issues. This involved assessment and analysis of the issue, evaluating impact, severity to the different lines of business affected, generating, updating, escalating, maintaining and closing detailed tickets, starting up outage bridges, engaging and coordinating all efforts of various technical resources across IT support teams, fix agents and stakeholders to resolve complex issues timely and efficiently, providing documentation of troubleshooting, transmitting communications with status updates and notifications. Responsible for monitoring/managing the event until bypass/resolution, ensure tickets included adequate notes for later review and analysis. All tickets were set in a resolved status with appropriate bypass information documented. Ability to lead bridge-type meetings towards incident resolution.
• Network Monitoring & Event Detection. Responsible for proactive and continuous monitoring of the health of the network with the use of remote management software and tools across all supported devices such as servers, routers, switches, ACDs, Firewalls, Load Balancers, Admin workstations; both physical and virtual via alarms, alerts and text message. Network monitoring and identification of potential service issues, as well as the triage, management and restoration of voice & data services. Worked and partnered with customers, carriers and internal teams to address service disruptions and ensured the quickest possible restoration of services.
• Served the role of Change Manager and assisted with departmental support with Change Requests and Service Requests for the Call Center Services Organization. As a Change Manager and Change Coordinator for the Call Center Services organization I was responsible for the creating, coordinating, scheduling of IT Change Control Requests. Ensured that the vendors, partners, and contractors adhered to the Change process in accordance with Service Management Model and ITIL best practices and the Sprint Vendor Change Process. Worked with Vendors, Internal Workgroups, and Facilities Managers to improve Pre-Post-Work notification to the different Workgroups that were involved/participated/supported the work. 100% of all impacting changes were documented and approved in the ITSM Change Management system. Managed over 1500 Change Records and Service Requests in the last 12 months. Ensured risk assessment, impact, procedures, tasks, and related information were properly documented, recorded, analyzed, and approved throughout the change process.
• Supported 1100 Retail and 1400 Radio Shack stores’ Cisco Call Manager Clusters.

Technical Support Technician II

Responsibilities:

• Coordinating activities by change management, business continuation, vendor management and problem management for a return to service and problem mitigation and assure 24/7 service availability.
• Incident Management for impacting events while coordinating various Partners’ and internal resources for rapid resolution.
• Followed proper escalation procedures, including investigating, gathering and documenting required information in order to assist with root cause analysis.
• Chaired daily calls with Call Center Tier III support to ensure timely closure of P-1 tickets. Assigned P-1 & P-2 tickets and follow-ups for in-depth Root Cause Analysis and Irreversible Corrective Actions.
• Supported implementation projects (Global/Regional/Local), acted as a liaison between all parties involved, collected necessary data, attended meetings and calls, prepared related communication and assisted ITPM Manager with the overall project management.
• During major outages, new call center launches, decommission of a call center, migration, etc. responsible for the systematic planning, implementing, monitoring, and revision of all the channels of communication within the Call Center Services organization, Business organizations, and vendor partners.
• Experience working at a management level with contractors, vendors and service providers. Working closely with problem owners, SMEs and other stakeholders to identify problem scope and escalate IT service outages to specialize engineering.
• Facilitated and participated in discovery sessions with IT Project Managers and Vendor Partners for prospective projects to gather, define and understand their technical and functional requirements, performance goals and risk analysis.
• Chaired and participated in Post-Mortem meetings to discuss outage occurrences, to develop safeguards and, where appropriate, implement any recommended changes to avoid reoccurrence.
• Liaison with Major Incident Managers (MIMs) to track and assign high priority service related incidents and ensure in-depth Root Cause Analysis and Irreversible Corrective Actions and fault resolution were coordinated and delivered to avoid recurrence of issues.
• Tier III support roles, including Call Center Vendor Management, architecture documentation, and change control.
• Served the role of Change Control Manager to help define new processes and procedures in the coordination of Vendor and Internal Changes and assisted with departmental support with Change Control Request Records and Service Requests for Call Center Services.
• Chaired and managed tri-weekly Change Advisory Board (CAB) meetings and Daily Service Review (DSR) meetings. Ensures that all CAB meetings were scheduled and facilitated effectively, including the timely generation and distribution of meeting agendas and minutes.
• Reduced customer impacting outage reoccurrence through Root Cause Analysis and Solution implementation.
• Maintained system reliability and availability. Reduced outages caused by Change activity.
• Participated in an on-call rotation for advance support outside of normal business hours.

Network Operations Specialist II

Responsibilities:

• Rockwell ACD Voice support, VRU, Cabling, Network, and Desktop support roles.
• Qualifications on Rockwell Galaxy ACD Level-1 and 2 achieved, along with Basic Telephony, DS1-DS3, Cabling, and desktop courses.
• Participated in the build-out and launch of a New Call Center in Florida and California, provided on-site coverage for the Ohio, South Carolina, Texas, Massachusetts and Jacksonville Call Centers.
• Monitored and ensured the voice and data networks were available to all system users and resolved data and voice communications issues.
• Handled all desktop level issues, including installing and upgrading software, installing and troubleshooting hardware, implementing file backups, testing and configuring systems and applications.
• Collaborated with Team Leaders, Managers, Trainers and Supervisors in identifying and resolving problems.
• Planned and coordinated of Desktop PC refresh project.
• Reviewed, analyzed, and tested data to determine performance characteristics and effects of system modifications before and after releasing Beta and full version application/software to Production, Test, and Training workstations.
• Performed electrical tests and repairs concerned with maintenance and performance evaluation of in-service equipment to prevent and remedy abnormal behavior and failure of transmission and distribution lines and equipment.
• Tested circuits and equipment to evaluate such factors as voltage and current quality.
• Installed equipment according to layout plans and Method of Procedure (MOP)
• Installed, tested, and repaired communications equipment such as telephone lines, data lines, computer systems, monitoring stations, server racks, and servers.
• Monitored network alarm panel connected to the switch, peripheral gateway, call controllers, database, and to other sites.
• Executed daily operations of preventive maintenance and maintenance of all equipment on-site.
• Determined nature of the issue and read codes on screen to diagnose the problem.
• Attached diagnostic equipment to phone line to learn if line met specification.
• Maintained Daily Preventive Maintenance (PM) records, Equipment inventory records.
• Recorded number of daily voice/data communications trouble tickets and a number of problems and actions taken.
• Updated documentation in order to record new equipment installed, new sites and changes to computer and equipment configurations.
• Coordinated installation and installed communications lines.