Engineer Technician

JON PEARL

**** ******* ** • Twentynine Palms, CA 92277 • 678-***-**** • ***@********.***

CAREER OBJECTIVE

Driven IT Professional seeking a challenging position in where expertise in computer technology, network administration, and troubleshooting support will

prove instrumental to company success.

PROFILE

In depth expertise in diagnosing and resolving technical issues in a timely and cost-efficient manner.

Actively serve as central point of contact, both internal and external constituencies, in the resolution all technical issues.

Adept at blending strong decision-making abilities with outstanding organizational skills, solid leadership attributes, and successful interpersonal relationship-

building techniques.

Apply sharp problem-solving proficiencies, intelligent business acumen, and cost-effective strategies, along with exceptional written and verbal communication

skills, to any professional environment.

Excel in building, developing, and leading top-performing, results-oriented cross-functional project teams.

Strong working knowledge of telecommunications products and services, network integration and system tests.

Dynamic communication, presentation, negotiation, and diplomatic management skills.

Capable of staying focused and maintaining a calm demeanor in high-pressure situations while exhibiting high quality, diplomatic client services interaction both in person

and via telephone.

TECHNICAL EXPERIENCE

Certification: MCSE, CCNA

Operating Systems: Windows 98/NT/2000/XP/Vista

Networks: LAN/WAN, TCP/IP, Ethernet (10/100/1000), IPX/SPX, NetBEUI, DHCP, DNS, T1/T3, fiber optics, SMTP & WINS.

Applications: MS Exchange, Director, Image Server, Citrix Metaframe, Network Associates Group Shield, McAfee Netshield Antivirus Software, VNC Remote Desktop,

Track IT, Solarwinds Engineer Version, Arc Serve, HP Jet Admin, Aelitas Event Admin, Aelitas Intrust, Pervasive 2000 I, Baker Hills One Point, Appro via Citrix, Laser Pro

Lending, Laser Pro Mortgage, IT Desktop, Premier 2, Platform, P2 Teller, Cadet, Cognos Prime, Harland PTP2160 Interface, Attachmate, Infoconnect, Cisco Call Manager

IP Telephony, Cisco Unity Voicemail System, Raptor, SonicWALL SOHO, RAS, MS Office Suite.

Hardware: PC/Server assembly and repair, tape backup drives, Exabyte 220 Library, switches, routers, hubs, firewalls, peripherals, T1/WAN 56K circuits.

PROFESSIONAL EXPERIENCE

Tier I NOC Technician – Cbeyond Communications 2010-Present

• Resolve customer reported difficulties on all elements of service, including but not limited to E-mail, voicemail, auto attendant, Web Hosting, Internet

connectivity, voice connectivity, browser configurations

• Troubleshoot service issues as they relate, VPN, DNS, Internet and network configurations issues. Also T1 circuit, T3 circuit, and PRI / CAS / FXS telephony

with proper escalation as necessary to achieve optimal trouble resolution times.

• Open ILEC tickets when necessary.

• Responsible for handling customer calls with a positive problem-solving attitude.

• Properly document in OSS system call purpose and resolution.

• Complete every call with appropriately setting customer expectations for issue/problem resolution time frame and notification.

• Properly code trouble tickets using Ticket classification Guidelines. Utilize online resources such as Client Online and the Knowledgebase to resolve

customer troubles

Deskside Support Technician – Ethicon 2009-2010

• Provided Deskside support for 500+ users using Windows 2000, XP and Vista

• Troubleshoot and resolved hardware, software and network issues

• Developed Windows XP and Vista Workstation desktop standards for needles division

• Developed Microsoft Access database to keep track of bar-coded inventory

• Supported and repaired issues with client side Microsoft Outlook

• Assisted in the implementation of Vista upgrade on all client and production PC’s

• Installed IBM Workstations with Microsoft Windows XP and Vista

• Troubleshoot, identify and repair Wireless LAN issues

Sr. Computer Support Technician SCHNABEL ENGINEERING 2001-

2009

• Sharp business acumen and experience in managing broad scope of technical operations, from administering LAN/WAN and supporting telecommunications

systems to network security monitoring and technical support for over 17 remote locations.

• Efficiently supervise the migration of corporate operating system from Windows 2000 to XP, integrated new sites into standardize operations and implementing

Citrix Metaframe on Windows 2000.

• Actively support over 400 PCs, 60 servers, and 100 printers across main office and 17 remote sites; handling hardware installation, software updates and

troubleshooting support.

• Effectively implement cost-reduction procedures and increased system reliability through the eliminating use extemporaneous hardware consultations.

• Provide all troubleshooting support for WAN and T1 circuits, routers, connectivity issues, hardware, and software.

• Acting as Help Desk representative, facilitate user training and perform daily maintenance.

• Cost-effectively manage equipment purchasing, inventory management, create policy and procedure manuals.

Network Engineer CAPUNET 1999-2001

• Successfully provided support for clientele, over 1,000 client sites for approximately 100 client accounts.

• Effectively utilized SAPS and Telnet connections for troubleshooting and administering MicroVAX and DEC Alpha server systems.

• Responsible for the installation, configuration and troubleshooting for servers, PCs and minicomputers.

Assistant Producer MIN WASHINGTON 1997-1999

• Effectively trained and directed report staff and actively assigned news stories for satellite transmission to Abu Dhabi, Dubai, and Riyadh.

• Actively applied and oversaw H-1B Visa application for foreign correspondents working at the Washington News Desk.

PROFESSIONAL EDUCATION

TRINITY UNIVERSITY San Antonio, TX 1989-1991

SAFENET/IRE VPN CERTIFICATION

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