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Engineer Customer Service

Location:
Mangalore, KA, India
Posted:
February 27, 2014

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Resume:

Roshan Lawrence Monteiro

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Personal Statement: An IT Network Engineer with excellent technical and

communication skills, organized and self disciplined, driven by strong

reasoning and an analytical approach to work's challenges.

Career Objective: A full-time position where I can demonstrate my technical

and business prowess and add value and success to the company

Technical Skills

. Cisco routers & Switches 2600 / 2800 / 3600 & C2950 / C2960 / C3560

/ C3750

. Cisco Wireless Control System - Canopy APs,controllers & Microtik

AP,SM

. Cisco ACS Server

. Routing protocols RIP/RIPng / OSPFv2/OPSFv3 / EIGRP/EIGRPv6/ BGP/BGPv2

. VLANs / STP / RSTP / Ether channel / MST

. VPNs - GRE / IPsec / SSL / MPLS

. VoIP - Cisco Unified Communication Manager 7.0

. Securing VLANs, switch access,

. TCP/IP, DNS, DHCP, WINS

. Wire Shark, Solar winds,Scrutinizer

. Microsoft Windows Servers NT / 2000 / 2003 / 2008

. Microsoft Windows 95 /98 / XP / Vista / 2007 / 8

. Microsoft Exchange 2007/2010

. Microsoft Office 95 / 2000 / XP / 2003 / 2007 / 2010 / 2013

. Microsoft WSUS, VMware, Visio

. Active Directory, Group Policy,

. McAfee / Symantec

Technical Certifications

. Cisco Certified Internetwork Expert R/S (CCIE) - written

. Cisco Certified Network Professional (CCNP)

. Cisco Certified Network Associate (CCNA)

. Cisco Certified Network Associate Voice (CCNA)

. Cisco Certified Network Associate Security (CCNA) - in progress

. Microsoft Certified IT Professional 2008 (MCITP)

. MCITP: Enterprise Administrator

. Microsoft Certified Technology Specialist (MCTS)

. Microsoft Certified Solutions Associate : Windows Server 2008

. Microsoft Certified Systems Engineer on Microsoft Windows 2003

Employment Overview:

DynCorp International: Current Working

(Afghanistan inside the US Army Base as Supporting To Soldiers)

IT Network Analyst Technician Sr.

. Designing and implementing customers' network infrastructure

. Implementation of HSRP and GLBP

. Implementation VLANs, VTP, Ether channels,

. Implementation Spanning-tree Protocols

. Implementation Network Security

. Configuring inter-vlan routing on Layer-3 switches

. Securing switch access

. Configuring Voice VLANS and QoS VLANs

. Implementing traffic filters using Standard and Extended access-lists,

Distribute-Lists, & Route- Maps

. Configuring routing using EIGRP, OSPF

. Configuration and Maintenance of Internet Cisco IP Phones

. Implementation and troubleshoot IPv4 and IPv6 DHCP

. Implementation IPv4 addressing, subnetting

. Troubleshoot all Audio/Video equipment problems, coordinating with

outside vendors as appropriate

. Take all responsibility practical steps to ensure that adequate

Safety, Health & Environment

. Building and maintaining Visio documentations for Client

. 3000 Users Strength Supporting

Fluor US Government Group / NASA Construction & Trade INC

(Afghanistan inside the US Army Base as Supporting To Soldiers)

1st July 2011 till August 2012

IT Coordinator:

. Analyzing & developing key components using methodology prescribed

techniques. Communicating and negotiating with users, specialists,

other staff and suppliers.

. Configuration and Installation of Cisco Layer 2 switches

. Configuration and Maintenance of Internet Cisco IP Phones

. Upgrading and repairing faults on CISCO systems, networks & peripheral

equipment.

. VLAN Configuration, Inter VLAN and Spanning Protocols

. Maintaining pre-packaged software applications on the LAN.

. Responsible for communication protocols, configuration, integration &

security.

. Fiber Network Connections, Configurations Switches, Core Switch

Wireless Device

. Installing single line and multi-line fiber optic cables

. Testing the fiber with different modem tools before the installation

. Troubleshoot all Audio/Video equipment problems, coordinating with

outside vendors as appropriate

. Tandberg Video conferencing

. Network connectivity troubleshooting, ping, tracert, telnet.

. Investigating, diagnosing and resolve all network problems.

. Take all responsibility practical steps to ensure that adequate

Safety, Health & Environment

. Maintenance, setup and configuration network 3rd party equipment's

like cisco switch wireless canopy modular

. Install, maintain, and repair server hardware for Cisco Unified

Communications Systems

. Install, maintain, and repair server hardware for Audio Video systems

. Install, maintain, and support Cisco IP phones, Lan-line and Wireless

AP

. 2500 users Strength Supporting

NAVTechnologies, Mangalore, India

2 years

System Administrator

. Responsible for diagnosing & resolving hardware, software & end users

problems.

. Acting as the first point of contact for all IT & technical queries.

. Developing the infrastructure and systems to meet the company's needs.

. Working within a TCP/IP network environment, including DHCP, DNS and

Ethernet.

. Involved in the rollout of software updates and patches.

. Investigate specialist and complex IT support issues.

. Communicating with third party technical specialists.

. Configuring and managing backup & restore procedures.

. Maintaining a wide range of computer hardware and software's.

. Identifying & reporting on the budgetary implications of IT projects

and upgrades.

. Provide secondary support for LAN administration.

. Deploying new hardware, server backups & evaluating new software &

security risks.

. In-depth knowledge of Microsoft Windows client operating systems, XP,

Vista / Windows & Microsoft Office up to Office 2007/2010

Al Osaimi Trading Company. W.L.L. Kuwait

January 2007 to November 2008

System Administrator

. Updating and monitoring IT user accounts.

. Maintenance & management of the Critical Windows based Server

Environment.

. Maintaining up to date Antivirus levels on all machines company wide.

. Working on Active Directory accounts, configuration of & laptops.

. Providing maintenance support and break-fix solutions.

. Follow documented processes i.e. implementing change control

procedures.

. Liaising & meeting with external suppliers of IT services.

. Troubleshooting technical problems and implementing solutions.

. Purchasing of IT Equipment and software in line within agreed budgets.

. Supporting a multi-site IT infrastructure of at least 100 employees.

. Responsible for the fast and accurate troubleshooting of reported

faults.

. Providing technical support via helpdesk systems for a wide range of

internal & external applications.

M/S Prasanna Technologies-Mangalore, India

One year

System Administrator

. Diagnosis of desktop, application, networking and infrastructure

issues.

. Experience of supporting a wide and varied client base.

. Troubleshooting PC's, laptops and mobile devices.

. Providing 1st/2nd line support to users. Administering the IT

department's policies and procedures.

. Installation and support of telecommunication equipment.

. Managing and monitoring of backups in multiple locations.

. Responsible for maintaining backups and for project work such as new

builds.

. Working closely with software suppliers to resolve operational issues.

. Responsible for supporting: Windows XP/Vista/Windows 7/ Office

2003/2010 and 2007, Windows Server, Small Business Server 2003/2008,

Active Directory management Exchange 2003/2007, Backup products, Anti-

Virus products, DNS/DHCP, TCP/IP, Ethernet, wireless router

Configurations.

Silicon Computer Systems- Mangalore, India

2 Year

Customer Support Executive

Silicon Computer Systems is a company which Sales and Provide Servicing for

P.C Hardware and Networking Products it also providing A M C services for

computers, Networking, Printers, undertaking repairing of motherboard and

Printers.

Worked as Customer Support Engineer,

. Providing first level technical support to customers.

. Installing and configuring computer hardware systems and IT software.

. Undertaking analysis, diagnosis and resolution of client problems via

phone, e-mail & face to face contact.

. Quickly responding to customer enquiries and concerns.

. Escalating unresolved problems to other support staff.

. Taking ownership of problems and tracking them to a successful

conclusion.

. Testing and evaluating new technology

Key Skills :-

. Ability to explain technical issues clearly to non-technical

colleagues.

. Able and willing to work flexible hours in the US when necessary.

. Highly organized and disciplined with a passion for Information

Technology.

. A positive, high energy team player.

. Having a passion for providing excellent customer service.

. Customer focused and keen on exceeding expectations.

Education:

. Secondary School Leaving Certificate passed in April 2001 from

St. Sebastian High School- Mangalore, India

. PUC in Commerce passed in April 2003 from St. Sebastian P U

College-Mangalore, India

. Bachelor Of Commerce (BCOM) Mysore University,India

Personal Details: -

Date of Birth : 26th September 1985

Nationality : Indian

Marital status : Single

Passport : Indian Passport Valid up to 21 Aug 2022

Languages Known : Fluent in Spoken and Written English,

Hindi

Knowledge of intermediate spoken Arabic

Phone Number : +937******** +919*********

Skype ID : roshanlmv

E-mail ID : accvgi@r.postjobfree.com

Declaration:

I hereby declare that all the information provided above is true and best

of my knowledge.

Roshan L Monteiro

15 Feb 2014



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