Tech Services Specialist Resume

SUMMARY

6+ years of experience working in large IT and ICT environments
Highly competent in Technology Service Operations: incident management, change management, service request and project request.
Certified in Cloud and Data Center Virtualization services (AWS, VM Ware)
Skilled in working with Business/Vendor/Clients in implementing new services, system upgrade, and/or maintenance activities within SLA.
Experience in providing backend support for Windows/Linux web portal and mobile app.
Certified IT Infrastructure Library (ITIL) - Foundation
Experience with working ticketing system (Remedy, ETS)
Strong verbal and written communication with a customer service orientation
Experience in Unix/Linux, Windows PowerShell scripting to pull reports from database
Graduated with Higher Diploma in Telecommunication and System Administration
ISO Certified for security best practice

TECHNICAL SKILLS

Scripting: Unix, Linux, Windows PowerShell

Tools: Citrix, PIM, Visual Studio, AS400, Remedy, IBM Unica

Platforms: Windows Server 2016, 2008, LINUX, UNIX, SQL Server

Others: MS Office (Word, Excel, Outlook, OneNote, PowerPoint, Visio), MS Project

PROFESSIONAL EXPERIENCE

Tech Services Specialist

Confidential

Responsibilities:

Installs operating system software, patches and upgrades; performs installation, maintenance and user support
Performs system and data backups, recovery, and wipes
Leads in the technology department to achieve Sales & Service targets
Assist in all business areas, and associate training supports
Partners with Manager to achieve goals for the technology department
Provide Desktop Support; troubleshoots and resolves system hardware, software and networking issues
Test, Diagnose, troubleshoot and repair laptop, desktop, smartphones and tablets
Communicate with the customer explaining technical issues in an easy to understand manner.
Provide the customer with the complete solution by offering mobile device accessories, product insurance
Greet customers and answer phone calls in a professional, courteous, friendly manner.
Work with the Team to maintain the cleanliness and professional appearance of the store.
Utilize the Point of Sale system to maintain an accurate record of customer information and real time status of customer repairs

IT Application Analyst

Confidential

Responsibilities:

Manage Incidents and Service Requests, Change Request and Project Request across various OSS/BSS technologies
Supervise various system upgrade and weekly housekeeping activities
Facilitate and work closely with multiple Technology Operation segments
Elements of BSS / OSS / UMTS
Privilege Identity Management (PIM), SMS Connect, USSD, Citrix
Manage Number Portability (MNP)
Number Locking System (NLS) & Unified Inventory Management (UIM)
Bill Formatting & Generation
Self Service Machine by SEDCO
Dealer Management System by Celfocus
Electronic Customer Registrations by Celfocus
Mobile Device Manager by AirWatch
Campaign Management System by IBM Unica

Packet Core Specialist

Confidential

Responsibilities:

Manage Incidents and execute Service Requests within Packed Core & Roaming platform
Participate in various Packet Core and Roaming maintenance and upgrade activities
Monitor National and International 3G and LTE Roaming validating Intersystem coordination
Monitor Bearer QCI value validating with the ARP value assigned
Coordination with local vendors, such as Alcatel (BICS, Syniverse, TATA), Huawei and Roaming Partners
Monitor Link status and alarm using RIA, IRIS and manage tickets using Remedy tool
Prepare Weekly, Monthly report for the service performance used during meetings
ASR5500 EPC - Product Suit System Administration & Configuration
Certified Implementing Cisco Service Provider Mobility LTE Networks
External DNS Prime Network Registrar 9.0
Understanding of Core Network Architecture - MME, HSS, PGW, SGW. IMS, PCRF, SGSN
Function and structure of various S interfaces using signalling protocols GTPv2, Diameter, SCTP and user traffic via GTPv1

Developer Experience Specialist

Confidential

Responsibilities: