Quality Assurance Technical Support
Resume:
**** ******** **** **** ***#**1 ( Tampa, Florida 33619
813-***-**** ( ****@***********.***
0B0BHELPDESK SUPPORT ANALYST
Solutions-oriented executive leader with over 10 years of experience
shaping and driving organizations to success through expert direction of
all facets of network administration and technical support related
services. Instrumental in creating strategies and implementing initiatives
that foster productivity and growth, while confidently piloting core
quality assurance activities.
1B1BTECHNOLOGIES
6B6BUUSoftwareUU
7B7BWindows XP, Windows 7, Windows 2000, and Windows 2003. Microsoft Office
up to 2007, Remote Access software, Antivirus and Cloning Applications
8B8BUUNetworking and Architecture
9B9BLANs, WANs, routers, gateways, VPNs, TCP/IP, Wireless, Ethernet, and
Internet.
2B2BPROFESSIONAL EXPERIENCE
5B5BD.M.S. CONSULTANTS, Tampa, Florida ( 2004-2009
Engineering solutions provider of architecture, engineering, contractors
and owners construction plans and services.
SYSTEMS ANALYST
Provided Remote Access Services to diagnose and resolve issues.
Performed basic research to determine possible solutions or workarounds
for all reported issues, also performed intensive testing to replicate
any scenarios reported by my employer. Help facilitate customers in
resolving problems by acquiring required information from vendors like
Microsoft. Held multifaceted responsibilities to configure, install and
administer network infrastructure and telecommunications systems
throughout company.
Selected Highlights
. Successfully deployed a virtual private network (VPN) solution using
Windows 2000 server. This allowed my employer and other users remote
access to business documents in the office from remote locations
. Completed two major migrations to bring systems up to date including
Windows NT and MS Exchange Systems.
. Assisted COO with formulation and execution of core technical
strategies, including execution, implementation and management of
systems.
. Trained retrained end users in use of equipment and software. Dealt
with login issues and system failures on a daily basis and had to
support systems remotely using a tool called Netop.
10B10BUNITED PARCEL SERVICE (UPS), Tampa, Florida ( 2001-2004
The world's largest package delivery company and a leading global provider
of specialized transportation and logistics services.
TECHNICAL SUPPORT SPECIALIST / NETWORK ADMIN
I managed all aspects of each facility's technical support and network
operations. Worked in an unsupervised capacity where I managed external
UPS accounts with customized software integration that linked to our
proprietary shipping system Worldship.
Selected Highlights
. Trained and monitored new tech support specialist, did side by
sides, where the new employee would go out on service calls with me,
for approximately two weeks or until they were acclimated to
external customer support.
. Trained account executives on proprietary systems and software, the
results were a well informed sales force that could better sell
United Parcel Service's product to their customers.
. Configured and maintained multiple network devices and reported
directly to team manager, as a result of my organizational skills, I
was given additional tasks, such as developing and coordinating a
Customer Satisfaction Index database, as a result, team an
department managers were able to analyze technician performance in
the field.
. Mailboxes Etc (Now UPS Store) virtual private network deployment
coordinator. In this project 8 technicians reported to me, the
status of their upgrades of satellite systems to virtual private
network, the information was consolidated and submitted to team and
department managers.
11B11BUNITED STATES ARMY, ( 1995-2006
Is the largest and oldest established branch of the U.S. Military
SIGNAL SUPPORT SYSTEMS SPECIALIST 31U
Managed and maintained millions of dollars of communication equipment
for my military unit, also seen as an expert in the use of those
devices and held periodic trainings for new users.
Selected Highlights
. Systems installation, integration, Unit Level Maintenance (ULM)
and troubleshooting of Army Tactical Command and Control
System(ATCCS)
. Single Channel Ground and Airborne Radio System (SINCGARS)
maintenance and training
. Local Area Networks (LAN); computer systems administration and
network management; integration, troubleshooting and maintenance
of Standardized Integrated Command Post System (SICPS); and
operation of secure retransmission stations (RETRANS).
3B3BEDUCATION
Hillsborough County Community College
Business Administration Major
Tampa, FL
Computer Learning Center - 07/94-05/95 - Paramus, NJ
Diploma: Computer Electronic Networking Technology.
Eastside High School - 09/90-06/94 - Paterson, NJ
Diploma
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