Datacenter Technician II Resume

SUMMARY

I am a dedicated support specialist with over 18 years of field tech, helpdesk, and service desk support in industries including Datacenter, Business Services, Insurance, and Service Communications.

TECHNICAL SKILLS

Helpdesk support (internal and external)
Windows operating systems
Microsoft Office applications desktop/laptop software/hardware support and server software/hardware support.

PROFESSIONAL EXPERIENCE

Datacenter Technician II

Confidential

Responsibilities:

Held both Shift Lead and Back - up Shift Lead roles.
Queue Management for tasks and incidents, vendor engagement and escalation and participation in ongoing deployment projects.
Managed a deployment team that installed a large scalable inventory of servers, switches, routers, load balancers and storage hardware in a scalable data center.
Managed a break/fix team that troubleshot, diagnosed, and resolved all hardware and some software-related problems with previously installed servers, switches, routers, load balancers, and storage hardware.
Handled break/fix and Simple Change helpdesk support tickets.

Office Manager / Lead Field Tech

Confidential

Responsibilities:

Scheduled jobs for field technicians
Created/Closed work orders and process for payment
Processed payments for work orders
Maintained service inbox and phones
Worked on in-shop repairs for laptops and desktop computers (virus removals, upgrades, cleanups
Performed field technician jobs when short staffed

Bench Technician

Confidential

Responsibilities:

Performed virus scans and removals
Installed various operating systems (Windows and Linux)
Upgraded hardware such as CDROM/DVD drives, memory (RAM), hard drives
Built custom configured computers
Performed system backups and restorations to both hard drives and DVD media
Grinnell Mutual Reinsurance is a mutual reinsurance company based out of Grinnell, IA that provides reinsurance and insurance products.
Maintained/Upgraded Confidential S8700 phone system
Handled all internal telephone problems in home office and with remote employees
Setup new home office and remote employees phone and Internet service
Maintained and setup eCAS and CMS phone reports
Paid for Telecom related Purchase Orders and all telephone and Internet bills
Troubleshot and maintained all fax machine related issues
Worked the internal IT helpdesk queue when needed

Telecom Analyst

Confidential

Responsibilities:

Special project assigned to optimize numerous Mortgage locations.
The purpose of optimization was to explore location and telecommunications use.
Responsibilities included scheduling the site inspection and the request for additional information from field operations, ILECs/CLECs, and from internal database, WANDA.
Responsible for purchase orders and follow-up to ensure proper execution and satisfaction by client.

Tier 3 NOC Operator

Confidential

Responsibilities:

Used Remedy to view, create, and escalate tickets within the company.
Contacted appropriate parties to resolve network outages
Worked with various Cisco equipment such as 7609 and 7204VXR routers, 7246VXR and 7223 CMTS’, and 2924, 2950, and 2970 switches.
Used commands for checking logs, uptime, and other read-only commands.
Used SecureCRT software for telnet access to various pieces of Cisco equipment
Worked with Nortel equipment such as OM3500 and OM5200
Used Nortel SiteManager to login to Nortel equipment to view shelf status, alarms, etc.
Held weekly conference calls to discuss open trouble tickets for VoIP service
Ran daily reports on open trouble tickets
Worked directly with Sprint to resolve routing and phone translation issues
Troubleshot common computer issues and network-wide issues
As Tier 1 Technical Support representative I worked the Internet helpdesk for all Internet related issues

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