We provide IT Staff Augmentation Services!

Noc Design Team Specialist Resume

Fort Washington, PA

OBJECTIVE:

To obtain a position within the Information Technology field where I can share my knowledge/skills to help a company/organization grow to its fullest potential. This position will preferably be a team lead/manager role.

CAREER SUMMARY:

Self - started, motivated professional individual that always gives it 100 percent. Started from basic technical support on dial up connections all the way to helping roll out a ticketing system for a NOC team that was never part of the company. Also, helped role out an outbound calling team while doing web support and performed company interviews when supervisors were in meetings. Knowledge is key to success. Learning on the job training is always a great catch as well.

PROFESSIONAL EXPERIENCE:

Confidential, Fort Washington, PA

NOC design team specialist

Responsibilities:

  • helped implement Service Now into a brand new NOC team participated in Java Scripting online classes to help with the Service Now back end created test scenarios inside of Service Now test system for future use helped design macros for use within Service Now to help produce faster trouble ticket results worked with Share Point to book conference rooms/send out NOC alerts studied Zenoss to help monitor NOC requests once the NOC team went live participated in meetings for ideas on how to create/sustain the new NOC team skills/programs/equipment/protocols used:
  • Service Now , Zenoss , Putty, Share Point , NOC , network fault management/monitoring, Java Scripting

Confidential, Annapolis, MD

NOC / Network / VoIP analyst

Responsibilities:

  • participated in a rotational on-call network monitoring schedule monitored the network for any abnormalities during on-call hours responded to Nagios phone alerts during on-call hours dispatched our network technicians when needed to fix on-site network issues maintained our VoIP MADD modules (line cards) (resetting, disabling, enabling) responded to trouble tickets from customers called in network outage tickets when needed reset fax servers/ Radius servers when needed updated our company Wiki with important company information troubleshot on VoIP issues such as dead air, one-way audio, no audio, distorted audio issues used Cacti to monitor company graphs for network consistency updated network maintenance requests on our Google calendar reset T1s and T3s through command line along with error checking/debugging reset hung channels accessed call detail records on specific phone number/user names via command line & GUI troubleshot with on-site techs to make sure new turnups of equipment were working accurately helped with installations in our network off site buildings from time to time

Skills/programs/equipment/protocols used: ssh, tcp/ip, unix, linux, Cisco, Lucent, VoIP, putty, pidgin, Nagios, Cacti, RT ticket system, Bria, X-lite, Windows, Mac, SIP, sip trace, pcap, Wireshark, command line, vpn, BGP, OSPF, SS7, Squire, Radius, SSP, Microsoft Office, Word Perfect, html, Virtual Machines, Visual Basic, C#

Confidential, PA

Technical Support/Help Desk

Responsibilities:

  • answered calls/e - mails from customers in regards to their cable internet issues/ MTA phone issues provisioned cable modems/MTA units in the Cisco CMTS system tested cable modems/MTA units returned from customers for future deployment worked with our backbone PTD (Prolog) in regards to customer abuse issues helped out our Customer Service department when needed with high call volume assisted customers in our lobby in regards to internet/phone/computer questions used AS400 mainframe to help assist with billing for past due accounts worked with cable boxes to help troubleshoot customers tv channel issues

Skills/programs/equipment/protocols used: Windows, MAC, MTA units, Putty, VPN, AS400, Cisco CMTS, Lucent, Alcatel, Linksys, Scientific Atlantic, Vue Stat, Cacti, UNIX/Linux, FTP

Confidential, Wilkes-Barre, PA

Help Desk Consultant

Responsibilities:

  • answered calls from sales reps to troubleshoot on their had held pda unit issues tracked the sales reps routes, store information, check in/out times in the company database helped assist the deployment team in getting new equipment ready for new sales team members

Skills/programs/equipment/protocols used: Windows, Office, Service Center, RHDS, eMoss, PDA, Windows CE

Confidential, PA

Web Design Specialist

Responsibilities:

  • answered phone calls based on customers web related questions provided technical support on web pages (coding and templates) helped customers with setting up/maintaining databases created scripts for customers (web forms) upsold products to customers created websites for customers worked with digital certificates set up a records, MX records, and C names for customers started outbound team for cold calling/hosting packages helped customers make sure they had correct web hosting/packages

Skills/programs/equipment/protocols used: HTML, Perl, MySql, MsSql, Dreamweaver, Front Page

Confidential, Wilkes-Barre, PA

Customer Support Technician

Responsibilities:

  • answered 1st and 2nd level technical support calls responded to customers technical support e-mails installed DSL modems at customer residences responded to trouble tickets on each calls in the company database worked with file transfer to assist customers in uploading information to our classifieds page tested our local dial up pops for abnormalities on a daily basis upsold DSL to dial up customers participated in company peer groups to implement new ideas for the company troubleshot on mail issues, windows issues, dial up issues, DSL issues troubleshot on basic home networking issues associated with the customer's DSL modem/router assisted customers in removing viruses/spyware from their computers interviewed future job prospects if supervisors were not available

Skills/programs/equipment/protocols used: TCP/IP, Windows, MAC, DSL, dialup, Outlook, telnet, Radius, Remedy ticket system, FTP, Linksys, Alcatel, Fujitsu, McAfee, Norton

Hire Now