Support AnalystÂ Resume

SUMMARY

I am a dedicated information technology engineer with experience ranging from help desk support to management looking to advance my career in the information technology industry.
I have a proven history of working well under pressure, managing staff, troubleshooting, learning new systems, displaying customer service, communications, and problem solving skills and successfully working both independently and as a team.

TECHNICAL SKILLS

Linux and Windows operating systems, T1, PRI, SIP, LAN, QoS, SSH/CLI, Cisco IOS

PROFESSIONAL EXPERIENCE

Confidential

Support Analyst

Responsibilities:

Confidential

Level II Telecom Engineer

Responsibilities:

Provide phone support for business partners and end users with VoIP products and solutions to maximize their efficiency; advising on best practices for VoIP implementation and management
Use of OSI model and TCP/IP suite to troubleshoot
Configure, deploy, and manage Mikrotik routers for VoIP installation
Configuring Mikrotik with QoS for voice optimization
Install, configure, and manage Hosted PBX and SIP Trunks on a PortaOne environment
Use of VMware and Hyper-V virtual environments for production servers in datacenter using Windows Server 2012
Managing workstations and laptops on Windows 7, 8.1, and 10
Manage Office365 Hosted Exchange E-mail solution
Manage and install Office 2013 Suite via Office365
Performing and analyzing packet captures to troubleshoot VoIP and network related issues (Wireshark)
Create and maintain organized database of knowledge base, solutions, documentation, and FAQs for internal and external utilization
Customer focus with close alignment to partners business objectives; receive 98% satisfaction rating on data resolutions
Training of partners on configuration, installation, and troubleshooting VoIP systems

Confidential

VoIP Supervisor

Responsibilities:

Managed daily operations to ensure timely, accurate and positive response and resolution to customer’s technical support needs and questions
Trained staff on technical expertise, particularly SIP, VoIP, Networking, Firewalls and Unified Communications
Created business collateral and web content used to obtain new partners
Managed DNS records for web and e-mail hosting; developed and managed the e-commerce website through BigCommerce
Worked with vendors to complete daily order fulfillments certifying a smooth process
Set up CRM and Inventory control systems
Installed, configured and managed Asterisk PBX and IP phones

Confidential

Level II IT Engineer

Responsibilities:

Provided technical support via remote access, onsite and/or both
Onsite installations of hardware, upgrades, modifications and maintenance to provide the best customer support
Conducted site surveys
Consulted and recommended changes based on the clients’ needs to guarantee maximum efficiency
Troubleshoot networking problems such as TCP/IP connections, firewall policies and wireless access
Configured and installed routers and wireless access points
Managed MAC filtering
Added and managed users to the Active Directory as well as Exchange and distributions groups
Set up work stations, including installing hardware, updates and configurations
Constructed and troubleshoot network printers
Worked on Windows Server 2003, 2008, SBS 2011
Use of ESI to work and manage VMware servers
Use of AVG antivirus and virus removal

Confidential

Level II Telecom Engineer

Responsibilities:

Trained new sales associates in Convergia systems and services
Visited clients for product training ensuring a smooth transition into their new responsibilities
Worked with sales team to deliver services to clients
Provided support in VoIP systems (including ATA/HIPBX/IPPBX)
Developed, designed and installed VoIP systems
Tested systems prior to installation to certify a satisfactory product
Coordinated and troubleshoot with international partners to resolve any service related events
Operated with Solaris and other Linux platforms to manage daily operations, troubleshooting, and configuring of SIP trunks

Confidential

Telecom Engineer

Responsibilities:

Provided support for Asterisk PBX phone systems based on CentOS
Established support for Computer Telephone Integration systems and eliminating any relevant problems
Created promotional material for Wytron products instruction
Tested company products for better implementation
Produced multi-language instruction manuals for customer