We provide IT Staff Augmentation Services!

Test And Turn - Up Analyst Resume

SKILLS:

Microsoft Office Suite, Microsoft Windows 7, Vista, XP, Object - oriented Concepts, Java J2EE Developer, SQL, Basic Linux, Rational Rose, SDL Threat Modeling, Oracle 11g, Eclipse IDE, Adobe Acrobat, Oracle VM virtual box, management, leadership, Microsoft Project 2010, project management, RF, basic networking, Ubuntu, apache2, MS Access 2010, MS Excel 2010, MS PowerPoint 2010, Captivate.

EXPERIENCE:

Test and Turn - up Analyst

Confidential

Responsibilities:

  • Onboarding new customers setting up network topology
  • Install, configure, maintain, proactively monitor, and repair network equipment consisting of, but not limited to, network switches and Linux Server environments, hybrid pbx; VoIP phones, Sip tp PRI, troubleshooting of Adtran devices
  • Account management for the first 30 days
  • Advanced troubleshooting hardware and software issues
  • Screen, prioritize, resolve and manage all incoming internal and external communications (via phone, email, or ticket) in an expedited and timely manner
  • Manage team members and installation requests for new customers
  • Escalations of customer issues and direct to the appropriate team for further troubleshooting
  • Lead Technician for Department

Tier 2 Support Analyst

Confidential

Responsibilities:

  • The Tier II Analyst is responsible for providing system maintenance, repair, configuration, installation support, monitoring, and administrative functions for devices supporting Confidential Communications Partners and Customers for problem resolution on Internet and Confidential IP/Unified Communications offerings.
  • Screen, prioritize, resolve and manage all incoming internal and external communications (via phone, email, or ticket) in an expedited and timely manner
  • Manage multiple issues simultaneously in high pressure environment where change is commonplace
  • Must be able to log/document all interactions and issues efficiently and must be able to build strong relationships
  • Determine source of problems (hardware, software, user, etc.) and advise on appropriate action for resolution
  • Provide technical support, to include training, to end users
  • Document issues by creating and/or contributing technical content for enhancing procedures/SOPs and policy documents for functions within the Technical Support Group (TSG)
  • Using strong troubleshooting skills, advanced diagnostic tools and experience to resolve technical issues
  • Creating and maintaining documentation as it relates to systems design, systems configuration, testing and evaluation and network configuration
  • Install, configure, maintain, proactively monitor, and repair network equipment consisting of, but not limited to, network switches and Linux Server environments
  • Assist in resolving issues with ISP’s, i.e. recommend troubleshoot steps for Cable, DSL, DS1, DS3, MetroE, FastE, and GigE level circuits
  • Perform routine quality control inspections of work performed by technical staff providing coaching, and mentoring on a daily, weekly and monthly basis
  • Deliver structured training to Technical Support Group quarterly
  • Escalate to Tier II Lead Technician or Management on shift as necessary for trouble resolution
  • Linux Operating Systems
  • Asterisk PBX
  • Freeswitch-NG PBX

VOIP Technical Trainer and Instructional Developer

Confidential

Responsibilities:

  • Design and implement technical support training and instruction for VOIP Technicians through a developmental and training process involving SIP based phone architecture.
  • Technical aspects include VOIP architecture, SIP protocols and messaging, network support and troubleshooting firewalls, and implementing pass through rules in enterprise level network equipment.
  • Instruct on how to troubleshoot upstream and downstream carrier issues with termination.
  • Create and design training curriculum based on technical criteria.
  • Instruct and train on new product roll out and implementation for company employees.
  • Instruct and implement training on advanced level networking equipment.
  • Implement soft skill training for phone center technical support representatives.

Tier II Technical Support

Confidential

Responsibilities:

  • Technical Support for Confidential Internet Protocol customer base
  • Computer networking and troubleshooting
  • Call Center
  • Customer Service
  • Linux scripting
  • Customer care and follow up procedures involving Communications companies and phone service providers for porting
  • First line or troubleshooting routers, switches, hubs, and firewall compatibility via a VOIP service
  • Provisioning VoIP phones, troubleshooting sound quality, one way communications, intermittent service interruption, bandwidth, latency and jitter, running LINUX based ngrep and tethereal for SIP registration and communication to a PBX server via RTP and proxy’s.
  • Maintaining good customer relations via communications and follow up procedures.
  • Account management and trouble tickets.
  • Call queues and presence.
  • Salesforce
  • SharePoint
  • Outlook
  • Click to dial
  • Remote desktop support via LogMeIn Rescue
  • Special Projects Team
  • Jira’s
  • Web 2 Cases
  • Peer Support
  • Escalations

Confidential

Project Manager and Estimator

Responsibilities:

  • Estimating, Print takeoffs, budgeting
  • Contact management and procurement of materials and vendor price negotiations
  • Customer Service, Sales and Marketing, Auditing and data entry.
  • Consulted with clients on progress and issues. Prepared bid proposals including materials, subcontracted work, construction activities and requirements, and labor.
  • Computed cost estimates and negotiated with company representatives to obtain contracts.
  • Managed multiple projects and successfully achieved milestones, ensuring projects complied with all cost and scope specifications
  • Project Management
  • Worked in the new construction, commercial and residential fields.
  • Managed as a sole proprietor with several installers under me. Oversaw work crews on the construction of residential and commercial.
  • Proactively managed and ensured complete customer satisfaction for all custom work.
  • Consulted with clients on progress and issues.
  • Prepared bid proposals including materials, subcontracted work, construction activities and requirements, and labor.
  • Computed cost estimates and negotiated with company representatives to obtain contracts

Confidential

Electronics Technician

Responsibilities:

  • Customer service, account management
  • Computer literacy
  • Logistics
  • Training
  • Inventory
  • Forklift operator, reach truck operator

Confidential

Electronics Technician

Responsibilities:

  • Installations, maintenance, repair and troubleshoot cable communications plant equipment from head end to house.
  • Extensive knowledge in RF and AC/DC circuits. Quality Assurance of coaxial wiring systems from RG-6 to Fiber Optics, hi/lo gain amplifiers, nodes, line extenders, and in house amplifiers.
  • Basic knowledge in networking from OTN to house.
  • Certified in fleet vehicle driving. OSHA trained in utility pole climbing and harnessing.

Confidential

Electronics Technician

Responsibilities:

  • Shipboard Systems, Electromechanical, Electronic, Atmosphere Monitoring, Firefighting, Navigation
  • Troubleshooting, Pneumatic, Ventilation Controls, Radar, Telecommunications, Cable Television
  • Quality Assurance
  • Oscilloscopes, Electrical Test equipment
  • Integrated Communication Equipment Ship wide
  • Training
  • Support systems
  • Shipboard control systems
  • Division Leader
  • Scheduling and Maintenance

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