RDK-V DEVICE SUPPORT Resume , PHILADELPHIA, PA - Hire IT People

SUMMARY

Experienced IT professional seeking to obtain a challenging position that will utilize and expand my technical skills.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential, PHILADELPHIA, PA

RDK-V DEVICE SUPPORT

Responsibilities:

Triage and troubleshoot customer and VIP cable equipment
Analyze output and logs for cable boxes, satellite boxes and cable modems to determine cause of failures, enabling rapid resolution of malfunctions
Monitor and maintain the stability of cable network and infrastructure to keep systems running efficiently.
Responsible for the flow of tickets ensuring quick resolution of customer issues
Experienced with troubleshooting RDK/CPE systems for Video and Broadband
Responsible for emergency triage and bridge calls for larger scaled issues
Communicate with other departments to triage live or development issues resulting in swift resolution of failures.

Confidential, KING OF PRUSSIA, PA

COMMAND CENTER OPERATOR

Responsibilities:

Provided accurate ticketing and monitoring of live and test production environments
Analyzed log files on live ecommerce systems
Utilized reporting systems such as Nagios, Catch Point, Serena Business Monitoring and VMWare
Tackled large objectives and incidents in a team-based manner with other departments
Responsible with root level permissions to live and test production systems
Responsible for reporting hups and store moves between datacenters to administrators

Confidential, chesterbrook, PA

Second level dedicated server support agent

Responsibilities:

Responsible for taking customer calls to troubleshoot and resolve server and network issues
Provided support for Windows and Linux workstations
Proficient at conveying information to customers in order to help them understand presented situations
Strong troubleshooting skills to determine the root cause of an issue and how to efficiently correct said issues
Personally oversaw training and management of colleagues
Always on call to report to work for additional assistance
Committed to ensure the highest quality of work is presented
Maintained customer satisfaction in demanding scenarios
Continuously exceeded expectations in all performance figures regarding availability, customer satisfaction, and cases tended to via telephone or email
Collaborated effectively with other departments to provide the highest quality service and solutions to customers