Technical Trainer/personal Support Worker Resume
2.00/5 (Submit Your Rating)
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.