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End User Support Resume

Pittsburgh, PennsylvaniA


  • 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


  • PBX Systems & Voicemail
  • Cisco Unified Call Manager
  • Cisco Unity Voicemail
  • ACD Call Centers
  • IPV4 - IPV6
  • Data Networking
  • Switches & Routers
  • TCP/IP Configuration
  • Desktop Support


Confidential, Pittsburgh, Pennsylvania

End User Support


  • 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


  • 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


  • Held a Confidential Secret Clearance as an on-site PBX technician at the Confidential
  • Administered all maintenance and installation tasks for the coral III Tadiran PBX system

Confidential, Alexandria, Virginia

Field Service Technician


  • 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

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