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Technical Trainer/personal Support Worker Resume

Chicago Heights, IL

EXPERTISE AREA:

  • Workforce Planning
  • Client Relations
  • Market Analysis
  • Relationship Management
  • Training/Development
  • Business Operations
  • Client Negotiations
  • Contract Management
  • Metrics Reporting & Analysis
  • Managed Services
  • Service/Project Management

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:

  • Installation and Maintenance of IT Hardware and Software.
  • Cabling for voice, data.
  • Installation of video fiber optics, and wireless networks.
  • Maintain systems such as Cisco, Avaya, Shore - tel VoIP, and Ring Central.
  • Paired Google and Microsoft Apps with mobile devices (AirWatch).
  • Installation of T1, PRI, MPLS Circuits, extensions and directional boring.

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.

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