End User Support Resume Pittsburgh, Pennsylvania - Hire IT People

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:

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