Technical Trainer/Personal Support Worker Resume

PROFESSIONAL EXPERIENCE

Confidential

Technical Trainer/Personal Support Worker

Responsibilities:

Officiated conference calls at all times of the day and night.
Responsible for technical support when needed. Also, was the single point of contact for escalation.
Completed replacements of at least 10 routers per week worldwide.
Supervised technicians and other managers all over the world.
Placed and confirmed that hardware and software orders were verified and completed.
280+ routers replaced with 2 not completed on time. Those were due to technicians not available for travel.

Confidential

IT Project Manager/Operations Manager

Responsibilities:

Confidential

Technical Services Specialist/Worldwide Applications Support

Responsibilities:

Trouble shot and resolved issues remotely with Apple IOS, Blackberry, and Android mobile devices.
Paired Microsoft Outlook with mobile devices (AirWatch).
Resolved issues with laptops and desktops on computers in Windows and Apple IOS.

Confidential

Unified Communications Specialist

Responsibilities:

Administrator for Cisco VoIP network. Cisco 2600, 2800, 3600, 7200, 7500 switches
Collaborated with several teams to convert 400 properties to VoIP which resulted in savings of over $1.4 million.
Direct contact and reporting to Senior Leadership Team for IT Services
Set up voice and video conferencing using Cisco’s Meeting Place
Call manger express, ICM, Contact center, Cisco unified connection 10.0, E911, meeting place, WebEx, Cisco VoIP ACD (finesse), UCCX, Genesy and ICM
Remedy ticketing and Service Now.

Confidential

Technical Service Operations-Help Desk/ Operations Manager

Responsibilities:

Consumer “White Glove Experience” with face to face interactions, email, social media, telephone, Skype, etc.
Programmed and installed network for security video recording and storage.
Insured Cisco switches using Nexus OS and IOS (Layer2) and routers (Layer 3) were connected correctly to the CTA’s sonnet network (MPLS).
Installed and configured desktop hardware/software.
Served as single point of contact for escalations.
Utilized and maintained VPN’s.