Wireless Network Admin/Technician Resume Arcadia, WI - Hire IT People

TECHNICAL SKILLS:

Microsoft Windows 7/8/10 Home/Pro Microsoft Windows Server 2003/2008/2012 Mac OSX Specialist Microsoft Office Professional 2007,2008,2010,2013,2016
365 Adobe In - Design/Photoshop/Acrobat VPN/Networking Chrome/Firefox/Internet Explorer Remote Desktop Support tools: LogMeIn
Bomgar
TeamViewer
RDC
TightVNC Imaging - Acronis
Symantic Ghost
SCCM Ticketing Software: ServiceNow
OnContact
Soffront
360 Facility
Remedy VOIP - Cisco IP Communicator Ruckus WLAN Cisco 8510/5508 series controllers Ecahau
Visiwave and AirMagnet for survey design/troubleshooting Ruckus SE100 controller

PROFESSIONAL EXPERIENCE:

Confidential, Arcadia, WI

Wireless Network Admin/Technician

Responsibilities:

Promoted to Wireless Networking Team, wireless design, implementation and troubleshooting. Project Manager on all Wireless projects for Confidential, domestic and international. Project Manager for all Confidential Retail network implementation, domestic. Provided wireless installation/Tier II support for global environment consisting of (23) Cisco 5508 controllers, (1968) Cisco 2602/2702/2802 AP’s, (3) Ruckus clustered controllers and a mix of (1144) Ruckus R510 and H510 AP’s/bridges in mesh networks, point - to-point and point-to-multipoint topologies. Assistant supervisor/trainer for all new Wireless technicians. Performed wiring/termination/configuration for network installation for manufacturing/warehousing/office/retail locations.

Confidential, Arcadia, WI

Senior Support Analyst III

Responsibilities:

Brought on as full time employee - same duties as with contract position with Confidential . 96.65% completion rate within SLA guidelines. Lead support analyst in Brookfield corporate center

Confidential, Brookfield, WI

System Support Analyst III

Responsibilities:

Work in Confidential Corporate Headquarters, Arcadia, WI Tier 2/3 In-person and remote support of all hardware/software for all Corporate employees and Licensees. Configure all new hardware for employees and Licensees. Support all proprietary software and customized packages for existing software implementations. Track all incidents in ServiceNow and add to Knowledge Base. Assist in ITIL implementation throughout Corporate environment. Assist in implementation/improvement on all proprietary software for use in Corporate owned and Licensee retail locations worldwide. System Support Team Lead on XP retirement/migration to Win 8.1 as part of System Support Team. Within first month was moved to Corporate HQ in Arcadia, WI to work directly with all upper level management for IT Support needs.

Confidential, Chicago, IL

Client Services/Desktop Support

Responsibilities:

Team Lead/Alternate Supervisor for Client Services. Perform all supervisor duties as backup and on-call. Weekend Support Trainer for all new Client Services staff. Assisted with Moodle training course for new hires. Department Administrator for 360 Facility and Bomgar Member of the IT Policy Team Member of Dell Kace 1000 and Kace 2000 implementation team Phone Support/Desktop Support for all students/faculty/staff of approx. 10,000 students and 3000 Faculty/Staff Support of all software deployed by Columbia College, in both a Mac and PC environment Installation, configuration, and ongoing support of desktop software and hardware, and peripheral equipment Level Two Support including specification, installation, and testing of computer systems and peripherals Perform upgrades on systems operating systems/hardware and application software Member of rollout team for Windows 7, both in-person upgrades and remote imaging Swing between Call Center and Desktop Support as needed Highest average call volume/call completion in Call Center, with 3% higher volume/completion than next highest Trainer for MS Office Pro 2007/2008/2010/2012 suite for staff

Confidential, Lake Geneva, WI

Customer Service Technician

Responsibilities:

Provide technical support for installation, integration and maintenance of Confidential products. Phone support with 98%+ incident completion without escalation. Highest in department. Install product on location, including wireless clocks systems and Internet Paging Intercom systems. Usually done over weekends and after normal business hours. Installation was approximately 5% of job. While on location it was necessary to VPN into company network. Also provided support for other field install technicians. Remote phone support/technical help desk, Tier 1/Tier 2 Level support. Phone support was approximately 95% of job. Log all incident tickets in OnContact CRM software. Highest incident assignment in company with over 28% higher open/closed Incidents than next highest. Wrote all Standard Operating Procedure handbooks for department. Also in charge of training new field technicians on all proprietary hardware and software. Assigned as lead technician on IPI, Visix and CompuSync product lines. Assigned as primary back up for SNS proprietary product line.

Confidential, Lake Geneva, WI

Customer Service

Responsibilities:

Phone service representative handling incoming calls, problems and orders. Data Entry in Microsoft Access, Microsoft Excel and AS400 Log all incoming phone calls into OnContact

Confidential, Brookfield, WI

Help Desk Agent

Responsibilities:

Help Desk representative handling incoming calls, problems and orders. Monitor enterprise management service systems for events and route actions through Soffront ticketing software. Also used Avaya. After-hours help desk support for corporate cellular services. Position was 12-hour shifts on weekends.

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Wireless Network Admin/technician Resume

Arcadia, WI

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