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Wireless Technical Analyst Resume

Atlanta, GA

SUMMARY:

  • Results oriented individual over 15yrs of experienced in wireless telecommunications and customer service.
  • Extensive experience troubleshooting highly technical issues with wireless devices such as Iphones, Androids, blackberries and tablets.
  • Manage the testing of new devices, features and products which strengthen the infrastructure, security and overall reliability of the Healthcare’s mobile devices.
  • In - depth knowledge of mobile device troubleshooting methods - both client and server-side.
  • Strong knowledge in Android OS, iOS, Windows Mobile OS, and Blackberry OS.

SKILL:

Strong Customer Service; Microsoft Exchange 2007 and 2010; Mac systems; Enterprise technologies; Data backup and retrieval; Mobile Device Management; Hardware and Software Support; Use Airwatch to manage mobile devices; use of SharePoint to share information and organize project; Coaching and mentoring employees, Samsung Knox

PROFESSIONAL EXPERIENCE:

Wireless Technical Analyst

Confidential, Atlanta, GA

Responsibilities:

  • Manage, maintain, support, troubleshoot and optimize mobile solution presently using Airwatch
  • Utilizes Samsung Knox to add mobile security that provides a secure environment for corporate data and apps on all Galaxy devices
  • Assist end users via telephone, e-mail and in person with a wide range of questions, problems and requests with their wireless device connectivity needs
  • Monitor and track incidents and trouble calls in Remedy ticketing system in support of the incident and problem management process; recognize high priority tickets and take action within the expected response time
  • Update all assigned tickets capturing troubleshooting activities and resolution
  • Assist in maintaining corporate liability device inventory
  • Train end users on wireless device technology
  • Keep abreast of what the future is bringing in terms of new products and enhancements to products and how those changes affect company plans

Mobile Device Management

Confidential, Duluth, GA

Responsibilities:

  • Providing first and second level support for customized software, MDM (mobile device management) platforms, mobile apps, hardware, and operating system
  • Performing troubleshooting in many different environments including BES and Maas360
  • Worked collectively with the Support team, Project Managers, and other members of management to diagnose and solve new and unique problems as change occurs (e.g. software upgrades)
  • Providing Help Desk to Help desk (Tier 2) support in addition to end user support
  • Engineered, configured with and managed an environment running BES Ver. 5. And 10.2 with 1200 devices
  • Responsible for upgrading 300 blackberry devices in North America converting them to iPhones
  • Providing global mobile device support for users

IT Consulting

Confidential, Atlanta, GA

Responsibilities:

  • Configured IPhone and IPad for wireless print for board members.
  • Supported laptops, desktops and printers.
  • Assigning ticket severity, prioritizing work accordingly, and collaborating with other staff and vendor support resources to resolve issues.
  • Recommend and implement procedures and policies to address mobile device support.
  • Work closely with the training department to develop and maintain end user communications and learning aids (QRCs, e-learning, FAQs etc) related to mobile device technology.
  • Train and provide knowledge to 1st and 2nd level IT support staff to effectively support mobile devices and connectivity to organization systems.
  • Manage and provide the required daily support, maintenance, and management of mobile devices and related platforms.

Telecommunication Wireless Analyst

Confidential, Atlanta, GA

Responsibilities:

  • Manage incident tickets, including review, assignment, troubleshooting and resolution.
  • Maintained accuracy of the Verizon bills, transparency in accounts and provide details about the billing and cost savings.
  • Allocated monthly Verizon bills to over 25 departments throughout Confidential .
  • Resolved customer issues over the phone in a clear, courteous and straightforward manner.
  • Support and troubleshoot Androids, Windows devices, iPhones, Blackberry and other mobile devices with connection and email issues through BES and Active Sync.
  • Researches, analyzes and recommends, as appropriate, tools and processes to facilitate a mobile HIPPA compliant workforce.
  • Act as both an advocate for IT Security and Human Resources department for best interests regarding security, mobility, convenience and efficiency.
  • Oversee the management of loaner 3G/4G cards.
  • Manage ongoing efforts required to enhance the existing Mobile device management tools such as BES, Active Sync, and AirWatch.
  • Create standard operating procedures for use on the Service Desk and collaborate with Learning Services to prepare technical documentation to distribute to the end users.
  • Trained all Physicians, Executives and employees on how to use their wireless devices.
  • Resolved application problems on Windows devices, IPhone, IPad, Androids, and Blackberry’s.
  • Managed wireless upgrade project for over 2000 devices.
  • Maintain current knowledge of mobile devices and technology and plan for changes in response to dynamic business needs. Continue to develop skills, knowledge and ability to improve processes and procedures as well as to keep updated on trends and developments in the industry.
  • Implemented company policies, technical procedures and standard for preserving the integrity and security of data on wireless devices.

Telecommunication Supervisor

Confidential, Atlanta, GA

Responsibilities:

  • Trained, coached and mentored staff to ensure smooth adoption of new program.
  • Researches and authorizes orders for equipment and services; assigns and reviews work of service technicians, vendors and contractors in order to ensure timely and effective service.
  • Interviewed possible candidates for potential employment at Confidential Telecommunication department.
  • Worked directly with Safety department, Administrative department and Nursing department to achieve patient safety.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Works with Disaster Preparedness groups (internal and external) and provides information and recommendations regarding the City's telecommunications.
  • Supervises staff; supervisory duties include instructing, assigning, planning and reviewing work, evaluating work performance and completing performance evaluations, coordinating activities, maintaining standards, allocating personnel, acting on employee problems, selecting new employees and implementing employee discipline. Providing training, advice and assistance as needed.
  • Managed all telecommunications services including repairs, new service and change order activity; reviews telecommunications billing and contracts to ensure that services are rendered, charges are accurate per billing rates, and payments are authorized.
  • Meet with users to follow-up on complaints of poor service and/or equipment operation.
  • Allocated each department cost for Verizon monthly cell phone bills
  • Draft new policies and procedures for the organization

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