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Management Customer Service

Location:
Florida
Posted:
May 29, 2015

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Resume:

JOSEPH A. RUSSO

acpxxr@r.postjobfree.com C:

321-***-****

INFORMATION TECHNOLOGY PROFESSIONAL

Network Management ( Technical Support ( Help Desk Analyst ( Call Center

Analytical & Problem Solving, Attentive to Detail

Additional areas of competency:

( NOC Level 1/2 support ( 24x7 Call Center (

System Installation

( Network monitoring tools ( Circuit Provisioning (

System Maintenance

( Work order management ( End User / Technician Training (

Desktop Support

( Hardware Configuration ( Vendor / Supplier Relations (

Project Management

( Network Infrastructure ( Application Support (

Customer Service

. Windows XP/Home/Pro/7 ( Total Quality Management (TQM) (

Stats & Metrics

. Windows 8 ( WAN/LAN Experience ( Cisco

VPN

PROFESSIONAL EXPERIENCE

PC Support Tech as needed: 12/01/14 - Present

Provided PC support break fix issues and for some private clients on

an as needed basis.

Nuance Communications, Melbourne Florida - 05/2011 - 10/2014

< Technical Support Specialist - Job responsibilities includes :

Provide advanced technical support via telephone, email and customer

site visits to external and internal customers. Provide efficient,

high quality technical support services to internal and external

customers to ensure timely response to queries, resolution of

problems, and reporting/escalation of unresolved issues.

Research, analyze, document and manage resolutions to technical,

operational and implementation issues.

I played a major role utilizing oracle to remote into personal

computers to install various software platforms for clients.

I focused on software issues working with Windows XP, Vista, and

Windows 7 & 8.

Serve as an escalation point for difficult problems and complex

inquiries.

Collaborate with second level support staff to resolve critical or

more complex problems in a timely manner. Facilitate customer

conference calls and manage the resolution of critical customer

account issues.

Superior Technical Resources via DRS Tactical (Contract Position) Melbourne

Florida - 02/2010 - 05/2011

< Test Technician - Job responsibilities testing rugged mobile computers

for the Military.

United Services Source Incorporated -- (Contract Position) 05/08 - 07/10

< Router Technician - Responsible for the configuration of Cisco 800

series routers for over 300 sites

Level two support, problem analysis and resolutions.

Played a major role with the deployment of all communication

components while working closely with logistics.

Harris Corporation Melbourne Florida -- 4/06-11/07

< Information Technician C

- Provided Level 1/2 support for the Federal Aviation

Administration Telecommunication Infrastructure (FTI) network

within the Network Operations Control Center (NOCC). Utilized

work order management and monitoring tools such as MetaSolv and

FINS (Alarm & Alert). Completed training on NetBoss, FINS,

MetaSolv, Cisco IPCC phones, Phone Etiquette, In house process &

procedures. Cisco 1/2 tier support.

- Assisted with end users level 1/2 desktop support. PC problems

isolation and resolution using remote management tools that

provides direct access to operating system utilities for

hardware and software related issues (pc configurations, faxes,

scanners, printers.)

- T1, FT1's &T3 understanding. Experience with Eastern Research/

DNX multiplexers.

- PC desktop support which consists of generating and maintaining

operating systems.

- I.E. Windows XP, Pro, Vista, Outlook and Microsoft Windows

Server 2003.

Rockwell Collins - Melbourne Florida - 2/05-3/06

< Manufacturing Technician

Mechanical assembly operations, building aircraft radios for

commercial carriers. Precision tooling such as arbor presses, drill presses

and punch down devices.

Science Applications International Corp. Satellite Beach, Fl (SAIC) 6/03-

8/03

< Assistant Product Control Manager, Network Monitoring - (Contract

Position)

- Joined test bed / pilot project for U.S. Air Force with

responsibility for network monitoring (satellite communications)

testing and support of hardware production and cabling.

Entrepreneur DBA GOLF PLUS, Palm Bay, FL - 5/99 to 2/03

< Operations Manager

- Started-up, managed and operated golf retail, custom club making

and repair business. Utilized various tools as miter saws, drill

press and frequency analyzers, and loft and lie machine. I am also a

Certified Professional Golfsmith Club maker. (GCA)

Harris Corporation - Melbourne Fl

< Sr. Network Engineering Specialist/Team Lead - 1993 to 1998

- Led 5-7 technical staff in providing 24x7 support to Harris

worldwide. Held key responsibility for ensuring network performance

and availability of wide area network (WAN). Provided vendor

coordination for installation of fiber data distributed interfaces

(FDDI) for a Metropolitan Area Network (MAN). Maintained local area

network (LAN) across corporate campus buildings. Supported the

TCP/IP connectivity for a business unit call center. Coordinated

multiple remote location network upgrade initiatives. Implemented

and managed Harris 20-20 PBX's across multiple locations.

- Job tasks included planning, installing, maintaining and relocating

network hardware including Cisco, Bay Networks and 3Com routers,

switches and hubs. Cable management and troubleshooting to computer

equipment rooms. Produced and presented monthly network availability

metrics. Primary liaison to LEC and IXC telecommunication service

providers, including AT&T, MCI, Sprint, BellSouth and KMC for circuit

provisioning. Held monthly vendor reviews, tracked monthly metrics,

addressed open issues and reviewed new technologies

< Total Quality Management Coordinator - 1992 to 1993

- Developed and implemented a formal total quality management (TQM)

program within Corporate Management Information Systems (MIS)

division. Assisted with several service improvement programs and

engineering IT teams.

Training Programs: Developed and delivered 3-day quality management

training program to 180 MIS personnel. I provided train-the-trainer

programs.

Quality Teams: Formed and oversaw 20 small teams (6-8 personnel)

tasked with TQM implementation and deployment functions. I also

furnished an opportunity to gain team buy-in.

Resource Development: Established a TQM library for staff

utilization.

Staff Recognition: Created and implemented Visions of Excellence, a

peer-to-peer recognition program to motivate and inspire team

productivity and quality commitment.

Quality Improvement Projects: Led quality teams to develop and

introduce improvements to company-wide MIS / IT systems.

Researched, proposed and gained funding for replacement of existing

ticketing reporting system. I Selected, procured,

installed, tested and rolled-out new system.

I revamped mainframe billing system applications.

I coordinated with multiple teams for the development of the new

Harris Network Management (HNM) remote network monitoring product.

< Computer Network Specialist - Palm Bay Fl - 1981 to 1992

EDUCATION & TRAINING

46 Credits toward AA, Computer Science - Brevard Community College,

Melbourne, FL

CISCO CCNA Courses, CompTia N+[pic]



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