Technical Trainer/Personal Support Worker Resume Chicago Heights, IL - Hire IT People

EXPERTISE AREA:

PROFESSIONAL EXPERIENCE:

Confidential, Chicago Heights, IL

Technical Trainer/Personal Support Worker

Responsibilities:

Trained persons with disabilities on how to operate computers and mobile devices.
Worked with up to 5 clients Confidential a time.

Confidential, Arlington Heights, IL

IT Project Manager

Responsibilities:

Officiated conference calls Confidential all times of the day and night.
Responsible for technical support when needed. Also, was the single point of contact for escalation.
Completed replacements of Confidential least 10 routers per week worldwide.
Supervised technicians and other managers all over the world.
Placed and confirmed that hardware and software orders were verified and completed.
280+ routers replaced with 2 not completed on time. Those were due to technicians not available for travel.

Confidential, Burr Ridge, IL

IT Project Manager

Responsibilities:

Confidential, Oakbrook, IL

Technical Services Specialist/Worldwide Applications Support

Responsibilities:

Trouble shot and resolved issues remotely with Apple IOS, Blackberry, and Android mobile devices.
Paired Microsoft Outlook with mobile devices (AirWatch).
Resolved issues with laptops and desktops on computers in Windows and Apple IOS.

Confidential, Chicago, IL

Unified Communications Specialist

Responsibilities:

Administrator for Cisco VoIP network. Cisco 2600, 2800, 3600, 7200, 7500 switches
Collaborated with several teams to convert 400 properties to VoIP which resulted in savings of over $1.4 million.
Direct contact and reporting to Senior Leadership Team for IT Services
Set up voice and video conferencing using Cisco’s Meeting Place
Call manger express, ICM, Contact center, Cisco unified connection 10.0, E911, meeting place, WebEx, Cisco VoIP ACD (finesse), UCCX, Genesy and ICM
Remedy ticketing and Service Now. (CRM Tools)

Confidential, Chicago, IL

Technical Service Operations, Service/Help Desk Manager

Responsibilities:

Consumer “White Glove Experience” with face to face interactions, email, social media, telephone, Skype, etc.
Programmed and installed network for security video recording and storage.
Insured Cisco switches using Nexus OS and IOS (Layer2) and routers (Layer 3) were connected correctly to the CTA’s sonnet network (MPLS).
Installed and configured desktop hardware/software.
Served as single point of contact for escalations.
Utilized and maintained VPN’s.

Confidential, Chicago, IL

Sr. Specialist Network Support

Responsibilities:

Teamed with Confidential & Confidential departments and external organizations to address technology upgrades and procedures.
Customer facing role. Also used, email, telephone, text, social media, conference calling, and Skype.
Provide critical support monitoring networks for Southeast, Midwest, and West Confidential & Confidential regions.
Served as the single point of contact for FCC and SDR outages.
Centralized and merged 911 call centers from 80 to 2 in Chicago suburbs
Insured call agent staffing levels.
Used CPE product knowledge and network layer firewalls to resolve disputes between local, vendor, and network troubles.
Created installation/maintenance schedules and insured staffing level were adhered to.
Made sure customer service objectives were exceeded while budget and revenue targets were met.
Integrated 5 different call center technologies (Avaya, Five9, Service Now, Cisco ICM, Genesyes) for the PSAP’s (Public Safety Answering Points).
Managed manual disaster recovery. Worked closely with internal and external teams in to resolve troubles.
Maintained central office equipment through testing, repair, and analysis.
Expert knowledge of analog voice & data grade circuits: POTS, ADSL, T1, T3, SONET, MPLS.
Conducted managerial and union annual reviews.
Conducted hiring of new and internal employees.
Participated in meetings for coaching and discipline.
Managed teams of 10-200 individuals. Both directly and indirectly.