SUMMARY

• Proven skills in terms of administering, installing, configuring, and maintaining an enterprise voice communication system. With current job, the utilized Cisco LAN and WAN equipment and IOS's, real time bandwidth transmission over WAN infrastructures.
• A customer service driven professional with a can - do attitude, resulting in a consistent record of exceeding customer expectations in support and learning new technologies
• An energetic self-starter who is dedicated in providing quality deliverables; able to work well both independently and as a part of a team, and finish tasks in a timely fashion.

PROFESSIONAL EXPERIENCE

Confidential, Austin, TX

Network Engineer

Responsibilities:

• Monitor the network/systems, document network events and take corrective action in response to alarms and traps
• Provides Tier-3/4 (final) escalation and troubleshooting for network outages within SLAs
• Plan and implement network upgrades and maintenance windows
• Mentoring and training of junior level engineers
• Responsible for the deployment of sites for our managed services customers. I configure and troubleshoot networking equipment remotely using a variety of WAN technologies. OnNet sites using Frame-relay T1s, DSL, EoC, Metro Ethernet using MPLS, Offnet sites using ipsec..
• Monitor the network/systems, document network events and take corrective action in response to alarms and traps
• Responsible for the initial configuration and deployment of routers and switches once a managed customer has entered the production stage. handle circuit troubleshooting with various ISP partners, and coordinate installs with customer and contracted technicians to install networks utilizing varying types of networked hardware.
• This position is technically demanding while requiring superb customer service skills.
• Assist engineering group in streamlining procedures and refinement of SOPs
• Responsible for the technical review/approval of network level changes and implementation of the most complex changes
• Provide project implementation support during business and occasionally off business hours
• Create and update network infrastructure documentation.
• Liaison between engineering group and client staff - both technical and non-technical personnel
• Manage working relationships with other business units and maintain effective cross-functional communications
• Work closely with project management staff to meet project milestones
• Maintenance of lab equipment (Rack/Stack/Cabling/SW Management and Power).
• Manage and test ILEC/CLEC circuit cut-over and upgrades installation and management of VMWare (ESXi and vCenter).
• Participates in On-Call rotation
• Adds to the overall environment and camaraderie of the group
• Complete additional tasks as assigned

Confidential, Austin, TX

Network technician Voice/IP Phones

Responsibilities:

• Provided Cisco Voice Service Operations / Support; managed technical support for CISCO voice services and associated upgrades.
• Utilized Cisco LAN and WAN equipment and IOS's, and Cisco Call Manager and Unity Voice mail systems
• Performed software upgrades on existing Cisco voice environment. Provided administrative and end user training for Cisco voice deployments when needed.
• Upgrades of routers/gateways and POE switches.
• Working, managing, troubleshooting, Upgrading and monitoring.
• Upgrade the University of Texas plain old telephone infrastructure to Polycom/Avaya voice over IP Telephones.
• Configure Cisco 2900 series switches, establish Vlans on Cisco switches, and use TFTP server to download Cisco configurations.
• Conduct VoIP room surveys throughout the UT campus, and conducted port mapping to the correct patch Panel. I also install fiber cables in data/telecom closets, and experience with Cisco MDS Fiber channel Switches.
• Used Cisco Discovery protocol to gather Cisco switch interface information. Conducted cabling for patchPanels and 110 block panels.
• Deployed, installed, troubleshoot Polycom/Avaya VoIP phones.
• Performed Q&A after VoIP deployments, and also perform closet cable labeling.
• Provided excellent face to face customer service on a daily basis.

Confidential

Network Support Desk

Responsibilities:

• Configuring sub, Ether-channel and redundant
• Configuring and troubleshooting office 365 web based application
• Maintained user accounts, file system security, printing, backup and recovery and remote access troubleshooting with special emphasis on MICROSOFT Win2003, 2008 Exchange Services, CISCO routers and Switches.
• Analyzes system or application usages and plans for growth or increases in network capacity.
• Researches, configures and installs personal computer software packages, software upgrades, PC support, emulation, internal/ external modems, etc; upgrades hardware and software to meet user needs
• Install or repair network cables, including fiber optic cables.
• Troubleshooting system and network problems and diagnosing and solving hardware/software faults.
• Perform routine maintenance or standard repairs to networking components or equipment.
• Install network software, including security or firewall software.
• The first point of contact for internal corporate IT support calls. Supporting 50,000 users nationwide and 10,000 desktops/laptops.
• Working in a team of 35-40, taking 28-45 tickets per day. 100 percent remote support, but each ticket will be a mixture of Chat, Phone, and Self-Service.
• Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
• Provided excellent face to face customer service on a daily basis.
• Troubleshoot all type of scanners/printers/computer desktop and laptops.

Confidential

IT Support Desk

Responsibilities:

• Updating and monitoring IT user accounts,
• Maintenance and management of the critical windows based server environment.
• Working on active directory accounts, configuring of blackberry’s and laptops.
• Managing and monitoring of backups in multiple locations,
• Providing maintenance support and break-fi solutions,
• Troubleshooting technical problems and implementing solutions.
• Providing technical support via helpdesk systems for a wide range of internal & external applications.
• Ensuring that the LAN responds to specific program needs of mission offices and its 1500 employees.
• Installing and configuring and troubleshooting Department of Stat’s OpenNet Unclassified Servers including Server installation on Dee, Wintel, HP systems, Active Directory, Exchange Server, File, DHCP, DNS, SCCM 2007 and Printer Servers and Deploying and monitoring all WSUS patches,
• Hardware and software maintenance and MSI/MSP packages using SCCM 2007, Device lock servers, Finance sections server, Consular sections, Blackberry Servers.
• Configuring and troubleshooting Cisco Switches & Routers and digital & and printer servers.
• Providing support for 1500 customers related to office 2010 and office 365.
• Troubleshooting technical problems and implementing solutions.
• Providing technical support via helpdesk systems for a wide range of internal & external applications.
• Ensuring that the LAN responds to specific program needs of mission offices and its 1500 employees.
• Installing and configuring and troubleshooting Department of State OpenNet Unclassified Servers including
• Server installation on Dee, Wintel, HP systems, Active Directory, Exchange Server, File, DHCP, DNS, SCCM
• 2007 and Printer Servers and Deploying and monitoring all WSUS patches.
• Hardware and software maintenance and MSI/MSP packages using SCCM 2007, Device lock servers,
• Finance sections server, Consular sections, Blackberry Servers.
• Configuring and troubleshooting Cisco Switches & Routers and digital & and printer servers.