Targeting Mid-Level Helpdesk, IT and Telecommunications positions

• Hard working individual offering a strong academic background in IT/Telecommunications combined with excellent experience as a helpdesk analyst and engineering.
• Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.
• Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.

Education

B.S. in Computer Information Systems program
A.S. in Computer Science program
Technology Summary

CompTIA A+, Net+, Acquiring CCNA

Systems:

Citrix, Windows 9X/NT/2000/XP/7, Novell NetWare, Mac OS

Databases:

Oracle, Mainframe, Relational Databases

Languages:

Visual Basic, SQL, HTML, C++,C#, Perl, Java

Software:

MS Project, MS Visio, MS Office, Lotus Notes, CTMS, Ensemble

Work Experience
Confidential, Orlando, FL

• RF Engineer II\\Project Manager, (2006-2012). Troubleshot and resolved customer problems, such as identifying user errors, unit issues, and network related problems. Identified and resolved critical customer service affecting problems by performing liaison activities between Field Operations, Sales, Marketing and Customer Care. Designed and tested tools for CDMA\\IDEN network analysis within the Citrix environment. Worked internationally as part of the Global Service Assurance Team, which implemented network infrastructure and created support teams in Mexico, Sweden and India. Led a team of 10 on numerous projects. Created and managed SharePoint sites for process documents, training manuals and network statistics.

Confidential, Orlando, FL

• Helpdesk Analyst I, (2004 to 2006) Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets. Performed password resets via Active Directory, Mainframe and Cisco Lifeline. Hardware and software installations. Assisted in an Outlook migration which affected 5000+ users. Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%). Handled 30+ technical/mission-critical calls daily and consistently met high service standards.

Confidential, Orlando, FL

• Service Engineer\\Technical Support (2002 to 2004): Performed installs, repairs and modifications for both Monochrome and Color Multi-function Laser printers. Conducted technical analysis of product implementations, modifications and enhancements to product in accordance with specific customer specifications and implementations. Troubleshot technical problems, issues and submitted technical reports after each repair. Assessed product needs in accordance with customer specifications. Conducted technical training and product briefing with customers, vendors and company representatives. Provided quality of service and performance to meet or exceed customer commitments resulting in high levels of Customer Satisfaction. Accurately diagnose, repair & maintain products. Effectively schedule calls to manage SLA requirements across assigned activities. Ensured regular and effective communications with customers to ensure awareness of call acceptance, ETA, status and closure. Assisted customer with any reported issues or questions on Lexmark products or offerings. Trained customer on appropriate usage of Lexmark product & features.

References

References available upon request.