TECHNICAL SKILLS

• System administration: Win, Mac, Linux Cisco network equipment vSphere, Horizon, VirtualBox, Parallels Remote desktop connection, TeamViewer LAN/WLAN configuration/troubleshooting TCP/IP/VLAN/DHCP/DNS troubleshooting Packet capture analyzing, Wireshark Firewall implementation/configuration Active Directory / CA basic configuration Hardware failure recovery • HDD data recovery
• Computer hardware upgrade/repair Teleconferencing endpoints and infrastructure, Cisco / Polycom Mobile device configuration/repair Microcontrollers programming, C+ + Citrix cloud environment Microsoft Office, Project, Visio Adobe Creative Suite, Audacity Norton Ghost, Acronis TrueImage HTML, Wamp, Dreamweaver Negotiating suppliers contract terms and conditions to ensure value for money

PROFESSIONAL EXPERIENCE

Help Desk/ Resident Videoconferencing engineer

Confidential, Westminster, CO

Responsibilities:

• Installed and managed virtual lab on BE7000, vSphere/ESXi (videoconferencing infrastructure CUCM, VCS, TMS; Windows server 2008, 2012; Polycom DMA, RPAD, RPRM, MEA, WSP, RPCS)
• Analyzed packet capture files to resolve network connectivity issues
• Troubleshot, assessed, and coordinated equipment and systems repair as required
• Troubleshot hardware issues working with 3 rd party technology vendors for equipment servicing, training, etc. whether warranty or routine maintenance
• Created, updated, and resolved trouble tickets as assigned as well as monitoring queue
• Real time trouble ticket creation, troubleshooting and escalation regarding technical issues experienced in ongoing client conferences
• Executed all aspects of videoconferencing including call set up, end user training, troubleshooting, and follow through on escalation of trouble incidents occurring during call
• Trained international Tier1 team (Hungary, Italy) on troubleshooting procedures, software and hardware which resolved in lowering ticket escalations and time to closure
• Activated, implemented and managed new VC sites, desktop codecs and Cisco Jabber accounts
• Assisted and supported (hands - on if necessary) of special events, high profile senior executive meetings, town halls requiring VC, as directed by client including but not limited to: setting up, testing, operation, and tearing down of AV & VC equipment (video data projection systems, computers, audio & video conference equipment, microphones, video cameras, audio systems, and operation on integrated AV systems)
• Resolution of client impacting incidents, requests, changes and events related to support of applicable conferencing services
• Enterprise level service desk support
• Provided technical assistance and support to lead contact for all videoconferencing operations and maintenance
• Interacted in person, by phone, and email directly with client's management and end-users
• Recommended measures to improve performance and increase efficiency
• Maintained conference room integrity in compliance with SOPs, performed regular preventive maintenance checks
• Delivered training and client support to end users in operations of videoconferencing systems
• Created and modified user documentation and standard operation procedures (SOPs) as required
• Provided updates to usage statistics, issues and repair logs, and other collection/reporting systems
• Followed up on new and current technology as well as renewing industry standard certifications
• Completed administrative tasks such as responding to emails and phone calls, updating and closure of trouble tickets, updating of inventory lists and system documentation
• Performed additional duties as assigned

Computer system and network specialist/support

Confidential

Responsibilities:

• Installed, configured, managed and monitored LAN/WLAN networks and equipment
• Configured TCP/IP, VLAN, STP, VTP, and routing protocols in LAN/WAN environment
• Configured and managed computer security and firewalls
• Managed information security policies and procedures, network security, access control, identification of vulnerabilities and risk assessment
• In charge of first line technical support and problem solving in cases of network failure, hardware/software failure
• Tier I/Tier II Desktop Support for faculty, staff, and students using University resources by troubleshooting software, hardware, and networking issues
• Installed, configured, cloned, migrated, deployed and troubleshot 100+ PC's and laptops running Windows XP/7/8.1, Mac OS X 10.6-10.9 and Ubuntu linux, XP to Win7 migration
• Applied operating system updates, patches, and configuration changes
• Maintained workstations through routine checks via remote desktop
• Installed, maintained, upgraded, troubleshot, repaired and tested computer hardware, scanners, printers and mobile devices using standard diagnostic equipment and procedures
• Performed system administration duties including setting up and monitoring server back-up processes, and tuning server, storage and system resources
• Scaned and removed viruses and malware with various antivirus software
• Performed backups and restored computers using various disc imaging software
• Responsible for commissioning and decommissioning of computer hardware
• Maintained inventory of computers, peripherals, and software
• Installed and deployed data storage server NAS
• Conducted system recovery after hardware failure and data recovery from damaged HDD's
• Responsible for testing new hardware/software and providing documentation for users
• Procurement price analysis, negotiating supplier contract terms and conditions (SLA)
• Analyzed and maintained current laboratory inventory to meet daily operational needs
• Web page administration, hosting, and design
• Multimedia: recording and editing of A/V material for presentations and web
• CAD/CAM systems installation, administration and use (CATIA V5, Solidworks, UGNX)
• Rapid prototyping: 3D models optimization for printing, cost calculations, creating offers, billing, printing and shipping to customers