Technical Support Tier III Resume

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Technical Support Tier III

Confidential

Responsibilities:

Primary responsibilities include analyzing and utilizing SIP Protocols to configure client Routers and firewalls, VoIP phone systems and PBX Server.
Answered any Tier 2, Tier 3 and escalations requests for network and phone support via email or inbound or outbound calls.
Provide customer - focused support using clear and descriptive methods.
Handle calls varying from phone set up to in-depth network analysis using Wireshark, Netscan, MTR, SIP trace and other Linux Redhat tools.
Maintain working knowledge of Cisco, Panasonic, Yealink, Grandstream, Polycom, and other VoIP phones.
Manage and document customer care cases via Salesforce CRM. *Research and resolved customer focused technical issues in a timely manner.

System Admin / Web Developer / Blogger

Confidential

Responsibilities:

Create and design websites for customers using Wordpress, html, css, php and Javascript.
Build and maintain linux web servers (Debian or CentOS) for Customers and run automated MySQL backup for servers using Python and Cron.
Set and configure (SSL/TLS), Apache, SSH, SFTP, iptables and SAMBA severs for customers.
Running few websites & blogs plus doing some tutorial videos on YouTube.
Running & Maintaining my own Linux servers.
Designing web tools / example provision Cisco VoIP phones automatically (check the website below).

Jr. Web Developer

Confidential

Responsibilities:

Building and designing websites for customers from ground up using WordPress and web developing languages.
Doing illustrations for websites using Adobe Photoshop and Adobe illustrator.
Running & Maintaining ubuntu Linux server.
Configuring Apache, Webmin and MySQL.
JavaScript / CSS3 / API Libraries / Bootstrap / javascript /jQuery / HTML5 / php / GitHub.
WordPress Theme and Plug in Customizing.
Client Support and Communication • WordPress + More CMS Support.
Installation, backup/restore, theme & site plugin adjustments.

Help Desk Support

Confidential

Responsibilities:

Providing technical support by troubleshooting, investigating, and resolving hardware and software problems for over 150 computers (PCs and Macs).
Installing and configuring printers or other any other accessories for the company.
Adding/deleting/configuring email accounts on Google Apps for business.
Responding to service calls with urgency to provide data backup and recovery if needed, reformatting, virus and spyware removal and other services.