SUMMARY:

• Performance Driven, Information Technology (IT) Field Service Support Technician with a history of achievements in Cisco Network Engineering Support including hardware evaluation, project management, incident analysis and recovery for thousands of users within face - paced, deadline-driven environments, including healthcare facilities and hospitals.
• Resourceful and talented professional with a background that spans across a full range of network engineering.
• Skilled in hardware, software, and networking technologies to provide a powerful combination of analysis, implementation, and support with the goal of full life cycle deployment.
• Meticulous approach to facilitating network security solutions to protect the integrity and the security of data.
• Trains and mentors customers and other network professionals on implementation of new technologies and end user requirements using outstanding organizational, leadership, and team building skills.
• Versatile professional who readily adapts to dynamic work related demands, with the quality driven focus to satisfy both internal and external customers and provide exemplary service.
• Ability and willingness to travel extensively by air (often 95%, or greater) often with very short or immediate notice, including non-standard business hours, weekends, and occasional holidays, as necessary to meet customer project schedules and demands.

TECHNICAL SKILLS:

Platforms: MS Windows (10,7,Vista, XP, NT,2008, 2003, 2000, 9X Desktops; CE6.0), AS/400

Protocols: Ethernet, CDP, IEEE 802.11a/b/g/n, WIFI, ATM, EIGRP, IPv4/6, ARP, RIP, IPX/SPX, DNS, DHCP, FTP, HTTP, ISDN, IOS, SIP, SMTP, SNMP,UDP, Telnet, TFTP,TCP/IP LAN, WLAN, WAN

Hardware: Cisco (1700, 1800, 2600, 2800, 3600, 3700, 3800, 7200 and 7600 Series Routers; 2950, 2960, 3550, 3560E, 3750 and 3750E Catalyst LAN Switches), Wireless Controllers, Access Points AP, Radiant Systems Severs S4600 and S337, POS Terminals (P1760-P1220), Integration Tray, Brandon II Server Console, Pyxis Products, ProLiant Servers, HMI,PLC, IoT Industrial Robots

Software and Database: MS Exchange, Track IT/Remedy/HEAT/CRM Systems, Pyxis (EMR/EHR,HIT,ERP) Knighted Warehouse Management System, Boss/Impact/PRMS, PC Anywhere, Ghost, Cisco IOS, MySQL, Concur, RF, Tekterm, MCC Mobile Command Center, Active Directory AD, PanaCIM, SAP, Linux, VMware, DGS, MES, Skype for Business, Microsoft Office 2016, Office 365 Sharepoint

PROFESSIONAL EXPERIENCE:

Confidential, Hendron, Va

Desktop support/ Help Desk

• Confidential provides support to ECS for desktop service and support to approximately 11,500 users at EPA’s Headquarters in Washington, DC and throughout the country.
• Providing support including servicing desktops, laptops, thin clients, scientific computers, PCs used in laboratories, server resources, data systems, printers and peripherals as well as operating systems and Commercial Off the Shelf (COTS) products.

Confidential, Chicago, Illinois

Remote Field Solutions Technician

• Solutions Field Service Technician provided excellent customer service and technical support to PFSA customers, performed a variety of highly complex field service work, involving installations, modifications, troubleshooting, programming, and TAC support, with minimal assistance or supervision. Utilized PFSA software and hardware products utilizing PanaCIM ® Enterprise Edition multi-level manufacturing execution system (MES) software solution.
• Service Support: Install, modify and repair complex software systems while working in high pressure circumstances with 100% resolution of all issues
• Provided customer support for PanaCIM software which integrates and automates processes across entire enterprises and manufacturing operations (from machine-level to the cloud-level) of any size manufacturer (very small to very large) in the electronics manufacturing industry.
• Provided customers with timely and accurate technical information in a positive, straightforward, and professional manner.
• Customer Training: Provided basic software and equipment operation, troubleshooting, and maintenance training to customers.
• Installed, modified, repaired complex software systems for robotic electronics factory automation equipment at customer locations across the United States with minimal assistance or supervision.

Confidential, Stratham, New Hampshire

Field Technician Contract Assignment

• Desktop support analyst working with First Energy Power Company leading the statewide deployment of upgraded software along with troubleshooting issues. The project involves on-site teamwork with First Energy Line workers and coordination with the teamsters to work around utility truck availability, emergency energy needs, synchronization with schedules, and routine maintenance. Along with updating the software, responsibilities include checking and replacing/configuring modems which provide connection to a GPS and wireless RF.
• Replace network modem in company utility trucks (wireless Panasonic Toughbook laptops) and process it per a return process
• Ensure compliance of ruggedized laptop PCs with IT standard configurations and procedures.
• Troubleshoot ruggedized WMI computers and infrastructure at various sites across company territories
• Supported 23 utility line / transmission shops and substation facilities, 400 utility vehicles, and over 1,000 users.

Confidential, Hebron, Kentucky

Remote Field Technician

• Provided site surveys, using Fluke Networks Air Magnet Survey, and Spectrum Analyzer to complete installations, provided both active and passive surveys, analyzed RF interference, and conducted other on-site services for customers throughout the U.S. and for the RF wireless technology industry. Used an integrated team approach and coordinated all necessary activities required to provide accurate and complete installations and site surveys, along with performing pre- and post-survey customer communications. Coordinated all site survey visits and travel arrangements.
• Installed and configured Cisco wireless Access Points (AP) and antennas in many arenas, including, but not limited to, intermodal terminals (rail yards and seaports), warehouses, and parking decks, with some customer service areas necessitating cold chain supply support.
• Installed and / or configured rugged handheld computers (Omnii and EP10) to connect to AP. Ensured all activities conformed to the highest technical accuracy.
• Received certification in aerial-lift work platforms and received Transportation Workers’ Identification Credentials (TWIC) security clearance card.

Confidential, San Diego, CA

Remote Territory Field Technician

• Provided onsite technical support for Pyxis equipment (state-of-the-art automated equipment) within hospitals, pharmacies, long term nursing homes, and surgical centers. This technology supports automated medication management, supply distribution systems, EMR, EHR management and most importantly patient safety issues. Expertise on the following equipment: medication dispensing cabinets throughout the facility, anesthesia medication carts in the OR, scrub stations, order entry scan stations, and servers.
• Provided 24/7/365 prompt response on technical issues for Pyxis equipment which is integral to the operations of the acute care settings. Troubleshooting issues and replaced parts as necessary.
• Promptly closed calls with home office and ordered parts and maintained vehicle trunk stock inventory.

Confidential, NJ

Desktop Support Technician / Helpdesk

• Provided technical support to over 1000 users in the Warehouse Management System (WMS) which ships over 300,000 books daily in a 1.2 million sq ft facility. Troubleshooted diagnostics, imaging on Dell desktop, laptop systems and supported AS400 users. Troubleshooted and repaired Zebra print and apply label printers
• Wireless RF support on Intermac CK30, SF51 blue tooth scanners, Zebra QL420 mobile forklift label printers, and RF access points. Provided support for users. Configured Datalogic scanners and PLC configurations as needed.
• Completion of Trackit Call Logging system to track the resolution of issues and provide the contact person for follow-up if needed.

Confidential, Somerville, NJ

Technical Support Specialist

• Provided technical support and data management on-site for 400 employees running three shifts on Novell/Windows servers, desktops and wireless RF access connectivity for a national life sciences facility that distributes and manufactures chemicals.
• Supported users on an AS400 with Boss and Impact, provided telecommunication support on a Siemens’ Hipath 3000 phone switch and Octal 100 voice mail system. Resolved end-user technical problems on Microsoft Office Professional editions.
• Responsible for maintaining the infrastructure of this facility that ships $1 million worth of products daily.

Confidential, Piscataway, NJ

Senior System Analyst

• Oversaw all aspects of network administration and project management, including troubleshooting, diagnostics, installation, configuration, upgrades and general maintenance.
• Responsible for providing support on Windows XP, 2003, Office 2003, Voice over IP and migration of data as systems were being upgrade to new operating systems.
• Maintained and upgraded more than 1000 company laptops. Tested products and built computers as needed.

Confidential, Cedar Knolls, NJ

Field Support Services Specialist

• Provided a wide range of field service support for clients in the New Jersey, New York, Pennsylvania and Connecticut for large regional companies.
• Engaged in systems projects for such organizations as Summit bank conversion to Fleet bank’s protocols (OS-2 to Windows NT) with all additional hardware and software. Changed cabling hubs, routers, and terminals (from Token Ring to Ethernet).
• Clientele incuded Mercedes Benz, Pharmacia, UMDNJ campuses, Bayonne Medical Center, PSE&G, Maersk Shipping, Nordstrom’s department stores, KPMG, Anderson Consulting, Fleet Bank, Merrill Lynch, Smith Barney, Panasonic, NJ.COM, and Shoprite. Serviced all key accounts.
• Performed troubleshooting, diagnostics, installation, configuration, upgrades and general maintenance as well as repair of (Windows, NT,2000, SQL and Novell) computer networks, server’s peripherals and laser printers and with full TCP/IP capabilities for Summit Bank
• Managed diverse installations and configurations at major financial institutions.

Confidential, Union, NJ

Field Service Specialist

• Provided technical support to United States Coast Guard on Governors Island, Fort Dix, VA hospitals in New Jersey, Port Authorities of New York and New Jersey, Newark Liberty International Airport, and the World Trade Center.
• Installed software, hardware, upgrades and networks, working with VAX, PCS, mainframes, and a wide range of peripherals, controllers and printers.
• After explosion of the World Trade Center in 1993, provided support in the relocation of Port Authority employees into a different location.

Confidential, Hillside, NJ

Field Service Engineer/Service Manager

• Managed the repair depot center and fortune 500 client sites. Performed troubleshooting, diagnostics, installation, configuration, upgrades and general maintenance on IBM, Compaq, Toshiba, Wang, and HP on computers, printers and plotters.
• Provided field support for electrical engineers on maintenance of high voltage substation equipment, breakers, switchgear and transformers when additional help was needed on projects. Conducted diverse high voltage work for IBM, UMDNJ and regional chemical plants throughout the northeast and electrical transformer re-fills.
• Performed calibration of instruments. Organized and maintained the parts inventory and reordered as needed.

Confidential, Palm Harbor, Fl

Remote Field Network Engineer Independent Contractor

• Independent contractor providing on call technical services to network providers in New Jersey and New York for their clients with Orange Business Services (formerly Equant), France Telecom, SITA, Radiant Systems C Store POS for the Petroleum Convenience and Entertainment Industries, BT Radianz, a leading provider for secure, reliable, and scalable connectivity for the global financial community.
• Installed, configured, and supported calls on Cisco routers and switches for LAN/ WAN connections for major financial institutions including Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, Confidential, and Confidential .
• Configured and installed Cisco routers, switches, Paradyne CSU/DSU, VPN, Frame Server, T1, T3, Frame Relay, ATM, and ISDN dial backup, and modems, for Orange Business Services.