OBJECTIVE:

Pursue a position that will provide a challenging and rewarding opportunity in the field of networking where my education and experience will be utilized for professional growth. I specialize in the application of information security tools and methodologies to large - scale IT networks. I have experience in the design of IT security architectures utilizing: security tools, systems designs, methodologies/principles and software development frameworks.

PROFESSIONAL EXPERIENCE

CLOUD VOICE SUPPORT ENGINEER

Confidential, Mountain View, CA

• Providing exceptional technical support ranging from small business to enterprise accounts, and assisting multichannel resellers to non-technical end users.
• Respond to issues via FootPrints ticketing system, email, phone, or chat session.
• Troubleshooting Hosted PBX network connectivity related issues, QoS issues, telephone conferencing, Auto Attendants, Porting Issues, Fax machines, Tecom Wireless adapters, SmartFax, SIP ALG, Softphone, Cisco and Linksys Fax adapters, Cisco, Avaya, Polycom and multiline phone devices, stubbing phones, BYOB devices.
• Configure and support Enterprise admin accounts, HostPilot, Virtual Extensions, Hunt Groups, Call Routing, and Follow Me Forward.
• Document new support issues and bugs, and if I recognize trends I report them to senior level engineers.
• Utilizing various monitoring tools to troubleshoot, desktop sharing tools, admin passwords resets, provide test calls, and document each case.

PREVENTATIVE MAINTAINANCE TECHNICIAN LEVEL 3

Confidential, Malta, NY

• Performed planned maintenance activities on equipment and prepared parts for the next planned maintenance job. Support other techs on equipment failure activities.  Perform physical duties that are associated with working in an equipment maintenance area while maintaining safe practices in a clean room environment.
• Performed preventative maintenance on CVD & ETCH equipment and recovery equipment faults on LAM, TEL, and AMAT tools.
• Followed written and verbal instructions and participate in the generation of internal processes, servicing and maintaining multi-million dollar semiconductor capital equipment, in a production semiconductor Fab.
• Assisted engineers with failure analysis studies and experiments on a wide range of electronic components and devices, and software Xsite, and FAB GUI.
• Determined failure points on electronic components and devices and assist engineers with failure analysis studies and experiments.

TECHNICAL SUPPORT LEVEL III

Confidential, Schenectady, NY

• Supported video, high-speed internet, and digital VoIP Telephony phone to residential and commercial business class customers who experienced technical problems. (i.e. loss of service, abuse cases, e-mail issues, firewalls, outages, wireless network connectivity, etc.)
• Utilized a wide variety of test equipment, diagnostic tools and techniques used in problem resolution, and familiar with Networking/Protocols: DHCP, VPN, DNS, LDAP, VLANs, MPLS, SIP, CLEC, FTP, SSH, HTTP
• Extensive application support experience with all Microsoft products, Windows XP, Windows 7, Vista, Exchange Servers, Linux, MAC OSX, Send Word Now, Remedy, ReadyDesk, IssueTrak, Docsis, OMSE, Provisioning, VMware, Icoms, Office 2007/2012, Cloud Services, SonicWall, Avaya Communication Manager and Active Directory.
• Provided exceptional technical support to customers in assisting first call resolutions. Successfully addressed unresolved escalated tickets by Level 1 & 2 CSR, Tech-Ops, Supervisors and Senior Management.
• As a technical support representative I demonstrated sales leader using successful transitional sales skills and identifying sales opportunities during service calls.
• Mentored colleagues in customer service, sales, product knowledge, and technical support.
• Assumed additional projects beyond job scope including product testing, Beta Tester, and implementation of new products and services.
• Work from home representative from 2008-2013 and provided on-call support.

SYSTEM ANALYST

Confidential, Dulles, Virginia

• Responsible for the installation, modification, testing and servicing on data community network equipment and server room support.
• Provided connectivity and network support to all networks (XP, 2000, NT workstation) servicing company and customers.
• Performed analysis of software, hardware, and network system processors, multiplexes, LAN/WAN communications and various monitoring systems (i.e. IPMonitor, Adlex, Gomez, LanSweeper, Nagios, Splunk and Solarwinds)
• Responds to assignments involving the installation, repair and maintenance of network equipment Cisco, 3Com, Nortel, Foundry Switch/Router.
• Strong knowledge of 802.11 a/b/g/n wireless technologies, Access Points and Wireless Configurations.
• Train and test employees in the use of company specific software and IT Auditing.
• Provided help desk support to end-users.

NETWORK TECHNICIAN/SYSTEM ANALYST

Confidential, Charlotte, NC

• Installed Windows NT workstations 4.0 and performed tasks on Windows NT server 4.0
• Maintained and monitored network usage, activity and security.
• Managed e-mail, user accounts, permissions, and passwords.
• Installed network interface cards/network cabling and responsible for troubleshooting.
• Provided end user support for Microsoft Office, AutoCAD 14, Windows 95 & NT.
• Performed routine daily backup of Windows NT server.
• Ordered and replaced hardware.

NETWORK TECHNICIAN

Confidential, Columbia, SC

• Installed and provided technical support to businesses on Windows NT workstations including Core, Enterprise, and TCP/IP technologies.
• Responsible for troubleshooting and repair of IBM PC operation systems, platforms, and related software applications.
• Repairing/upgrading computer hardware and software.
• Troubleshooting basic hardware and connectivity issues with printers, scanners, and copiers.
• Diagnosing hardware and software problems.
• Performed system cabling and network integration, including experience with LAN/WAN.
• Installed and configured desktop, laptop, peripheral hardware, software, operating systems, and assembled PC’s.