End User Support Resume
5.00/5 (Submit Your Rating)
Pittsburgh, PennsylvaniA
PROFESSIONAL PROFILE:
- Offering a unique blend of troubleshooting, engineering, and leadership savvy that was essential asset to steering large cutovers, increasing user satisfaction, and working with teams
- Ensured that problems were quickly resolved by analyzing complex problems to identify the root cause of issues—followed up with vendors and colleagues to ensure that issues were being addressed
- Developed a strong work ethic during 30+ years in IT support and engineering, consistently maintaining a positive, enthusiastic, and professional attitude to help motivate team members
CORE COMPETENCIES:
- PBX Systems & Voicemail
- Cisco Unified Call Manager
- Cisco Unity Voicemail
- ACD Call Centers
- IPV4 - IPV6
- Data Networking
- Switches & Routers
- TCP/IP Configuration
- Desktop Support
CAREER PATH:
Confidential, Pittsburgh, Pennsylvania
End User Support
Responsibilities:
- Responsible for the daily interaction with internal Confidential employees to resolve complex IT-related problems with computers, network, and voice communications.
- Other duties consisted of projects with other team members on PC refresh, network upgrades, and PBX conversion to VOIP platform.
- Managed Internal data network for all Confidential wireline sites in western Pennsylvania
- Upgraded the IOS on Cisco routers and switches
- Executed the installation and troubleshooting of Cisco network switches and routers according to specifications
- Member of the Confidential Cisco VOIP SME Group responsible for the daily installation and maintenance of 125k+ end user devices that was encompassed on 20 CUCM call managers and 16 Cisco Unity voicemail servers
- Supported Cisco jabber client for IM and full suite of voice and video capabilities
- Conducted installations, maintenance, and repair operations on both hardware and software for desktops and laptops
- Upgraded users to windows 10 operating system on various laptops
Confidential, Ashburn, Virginia
Senior Telecomm Engineer \ Team Lead
Responsibilities:
- Ensured the correct operation of telecommunications equipment, such as a Nortel SL100 switch with 28 remote access nodes connected through an OC12 Fiber Ring
- Provided hands-on support for internal call centers. Designed and worked with various groups on call flow and reporting to maximize agent performance
- Took charge of large cutovers/software upgrades in conjunction with overseeing phone system installations
- Liaised directly with vendors to resolve T1, DS3, and OC12 circuits
- Provide hands-on support to the sales team on technical calls; balance these responsibilities while also handling pricing for all equipment and ensuring that all jobs are completed on a strict schedule
- Installed and maintained various PBX systems and voicemail for external customers in DC Metro area
Confidential, Arlington, Virginia
Field Service Technician
Responsibilities:
- Held a Confidential Secret Clearance as an on-site PBX technician at the Pentagon
- Administered all maintenance and installation tasks for the coral III Tadiran PBX system
Confidential, Alexandria, Virginia
Field Service Technician
Responsibilities:
- Installed and maintained voice communications systems on various Nortel PBX switches, voice mail, electronic key systems, and paging systems
- Provided first level support for ATM’s in various branch offices, consisting of isolating and resolving the failure