Support Technical

Objective

To work as a Network Support/Tier I & II NOC/Technical and Desktop Support /Project Manager for a leading edge company and provide Technical Support but to also be a solutions provider and to be part of a team that thinks outside the box and provide creative solutions for client applications and Technical Solutions to improve Network and support Company Growth

Experience Highlights

Perimeter e Security / USA.Net

NOC TECH / Desktop Support 4/12 - 01/17

Maintenance of hardware connectivity via Ethernet cabling, Cat 5 & 6 and fiber connections and jumpers within racks,cabinets and raised floor panels to DEMARC and termination points power cabling as well

Support and maintenance of user hardware and some software apps

Isolate mail server issues via help desk and Remedy tickets and network alerts

Monitoring of MS and UNIX based OS's isolating traffic flow and server cluster flow using network tools i.e. HP network 3760,KVM monitors to ID node issues

Troubleshoot alarms and perform failover of A and B nodes within network

Support of Cisco 3200 series routers and 7900 switches ensuring proper IP addressing and basic configuration protocol for network environment

Support of Windows 2003/2008 domains and Active Directory and MS clustering technologies

By redirecting data traffic to redundancy clusters to ensure user access

Configuration of email clients w/Outlook Express Entourage and Thunderbird

Support of Access methods POP,IMAP, HTTP OWA, MAPI and SMTP mail flow servers

Ensuring that server nodes are performing optimally also working with Exchange Admins on software issues

Troubleshooting of mail servers issues including HD and storage

Data backup through EMC SL 500 hardware and archiving data archived onto 1.5 GB tape backup

Able to access and perform basic commands on UNIX based systems and windows mail servers

COMCAST

Tier II technical Support 1/12 -4/12

Performed technical support for the customer bundled services including voice cable and internet

Troubleshoot internet access speeds and modem settings as well as customer restriction settings

Performed testing and troubleshooting of voice access and voice modem settings via phone

Worked with field techs on customer site as well as company network engineers on settings and access

Worked rotational schedule and also very heavy customer interface with measurable departmental performance task

IBM /Apple

TIER II Technical Support 10/10 - 12/11

Responsible for support of Apple hand held wireless devices iPad,iPod, iPhone and the iOS technologies

NOC applications worked as part of NOC team in various shifts 1st,2nd and 3rd shifts monitoring network and assisting tier II in network trouble shooting using NOC tools i.e. HP Openview

Coordinating field techs to do testing with NOC and vendors also carriers in circuit testing

Responsible for network support in the wireless iOS

Network monitoring and NOC protocols

Works with all corporate functions to resolve technical and operational issues with all customers

Performed and reached call and support metrics 97% logging,12minutes 14 second average call handle time including tech resolution, 94% resolution and only a 2% call redirect to other support areas

Formally trained by Apple Engineering team on iOS operation and functionality

Provided support for iTunes and its compatibility and synchronization of its OS and devices

Support of Wi-Fi and Apps download support

Counter Trade Inc.

IT Sales Engineer 10/09 - 10/10

Liaison between Tech Support group and Engineering regarding Trains customers on both new products and configurations to optimize their networks.

Support of client network protocols MPLS,SIP integration as well as BGP and iBGP protocols in layer 7 Application layer in OSI Model

Useful knowledge of TCP/IP and internet protocols

Assisted sales in technical solutions for DOD/DOE through Government Procurement

Supported client with VMware software to consolidate PC/MAC users on same network

Responsible for organizing, creating content and presenting training materials

Responsible for organizing, creating content and presenting training materials

Ability to prioritize tasks; maintain work flow; and meet deadlines and goals

I facilitated the relationship building process with clients and developed Network upgrades and IT solutions to meet customers’ needs

Ability to effectively respond to frequent demands from multiple customers Technically competent; ability to solve unfamiliar problems Ability to prioritize tasks; maintain work flow; and meet deadlines and goals

Responsible for Lawrence Livermore National Labs Government facility as my primary client I was responsible to meet their IT software,hardware and IT solutions needs

I use my ability to perceive the needs of customers through conversational interaction and translate those needs into IT solutions both hardware and software and the overall Infrastructure

I developed relationships with new and existing clients and along with our sales team developed Network solutions for our clients and maintained the overall good client support

I am also able to understand and present the overall benefits of the companies technical solutions

Comcast /Tech USA

Assoc. Engineer - Consultant 07/09 - 09/09

Responsible for the circuit design of cell back haul using MetaSolv software

SS7 support transport protocols in voice transmission a solid understanding of voice traffic in an SS7 environment

Supervised technicians in the installation of Hardware and Services

Responsible for cabling and connectivity via CAT 5 and fiber connections to hardware and throughout the NOC and Switch facilities

Responsible for Client problem resolutions and the development of client relations

Interfaced with Vendors in the negotiation of equipment and cabling installation

Responsible Network design using MetaSolv software

Test and turn up of back haul networks testing Gig-e circuits don to the T-1 level

Remote access of the Axerra AXN -10 and 1600 as well as support of the Cienna front end equipment test performed via the JDSA HDSL tester

Formerly trained by Manufacturer for BRIX and CIENNA as well as MetaSolv

Performed DLR and EDP updates in the STELLENT data management software

Responsible for installation and Maintenance of Cisco 6500 series VoIP hardware and software applications

Testing to various CISCO routers within the network and backbone

Daily functions include circuit design, network design,circuit input and network management for Cell Back Haul project for T-Mobile network

Volt / Apple Inc 09/08 - 07/09

IT Desktop Support Consultant/Support Engineer (MAC)

Duties included setup and maintenance of the Apple network on the MAC OS 9.0

Developed and maintained relationships with clients and end users with respects to their Networks

Supervised 6 technicians on Desktop delivery and application of setup on network

Performed cabling and network connections through CAT 5 and Fiber to the Ethernet cables

Maintenance of NICE voice recording Network input call log information as well as archiving of recorded tapes there were off site archiving as well addition of new extensions as part of the NICE network

Monitored network using SNMP Protocol to manage devices all through layer 7 application layer of the OSI model using generic traps i.e.. cold start trap (0) warm start (1) and link down(2) back to the agent by way of the MIB's to the OID object ID's

Usage of HP OVERVIEW as network management tool in conjunction with SNMP to maintain Routers, hubs and switches in the network

Cisco Routers and Catalyst switch installed for Data Network applications

Testing of iPhone applications downloads. SMS Messaging, Text Messages and Inbound/Outbound calls as well as mobile internet access

Create Matrix for next level testing and process control for Tier II and operations

Installation and support of the DHCP server assigning IP and subnet addresses

TCP/IP and MPLS protocols used in network configuration

MAC in call center environment 450 call center agents 2 shifts on call in rotation to support center

Cisco VoIP 65xx Support and Maintained Cisco Unity application as well

Installation of phone network using Soft Phone application

Responsible for software upgrades and changes on the I MAC platform

Training received from Apple certified trainers on MAC application and OS

Alltel Communications 03/06 -09/08

Network Analyst II NOC

Demonstrated customer service skills

Interfaced with clients on the retail level and retail Operations with regards to network issues and resolutions

NOC environment 24/7 worked 1,2 and 3 shifts

Monitored network using SNMP Protocol to manage devices all through layer 7 application of the OSI model using generic traps i.e.. cold start trap (0) warm start (1) and link down(2) back to the agent by way of the MIB's to the OID object ID's although not responsible for the NMS were did run network test from "agent " to "manager " in network via UDP port 161 and 162

Testing of Various handsets,Blackberry, Treo, and Smartphone applications test for Inbound/Outbound calls,SMS Messaging, Text Messages and Data network access

Support of SS7 voice protocols using SIP and ISUP to define network to network calls

Document process and create Matrix for next level testing

Testing of BTS antennas and functionality of devices and radius of call area

Supervised 5 technicians on-site maintenance, upgrades and trouble ticket resolutions

Demonstrated technical skills in data networking or closely related field

Knowledge of central office transport equipment including test methods

Understanding of ATM and/or frame relay service

Knowledge of MPLS and MPLS VPN

Knowledge of 3G/1X, EV-DO and Mobile IP

Demonstrated understanding in some of the following standards: LAN/WAN fundamentals, BGP, OSPF, QoS, MPLS, ATM, SIP, TCP/IP, CDMA, Frame Relay Ethernet and GSM

Network Planning for new cell sites ensuring circuit delivery via carrier planning for site user growth by utilizing equipment specs and traffic reports of site

Maintenance of Meridian Mail VM and IVR systems also Call Accounting System as well as the Meridian

T-Mobile 11/03 - 03/06

Switch Engineer II/Test and Turn UP/NOC

. Responsible for 24 X 7X 365 Network Surveillance and level 1 maintenance of assigned specified system the T- Mobile Wireless network Short Messaging Service, ATM, Wireless Access Protocol, General Packet Radio, and location based services systems.

Monitor and identify network faults in assigned systems using the OSI NetExpert tool and other interfaces, as applicable.

Document network faults in the Remedy electronic trouble ticket system

Responsible for the call Data and NICE logs of recorded voice calls also the storage of the ESM Enterprise storage management from IBM into NICE log archives Enterprise environment which allowed multiple servers

Implementation of T-1 circuits and points of DEMARC as well as cabling within the switch to hardware

Diagnose and resolve network issues at a tier 2 level in assigned specific markets

Network planning and Client interface with regards to cell site locations need based on traffic data

Hands on preventive maintenance and other maintenance with Field Tech team

Conduct testing and escalation of Telco related issues using the Hekimian tool. Assist in the resolution of customer care and roaming trouble tickets

Testing of various devices on network programming of devices testing SMS messaging, Text Messaging internet and data access as well as Inbound and Outbound calls through network

Document process and create Matrix for next level testing

Manage call outs, to dispatch and support on call field techs, switch and service technicians

Project Specialist is responsible for all Project Management duties included but not limited to Payroll, Cost and Budget analysis and timely completions of all assigned projects

DS-0 DS-1 and T-1 testing with carriers i.e.…Verizon, AT&T Usage of IDEN Platform Maintenance of Meridian Mail VM and IVR systems also Call Accounting System

Fleet Bank / Carousel Industries

Telecomm Consultant, 4/02 - 10/03

Project Manager Consultant

Supervised 3 member tech team in Support and maintenance of Avaya G3si switch

Managed team and process control for Moves, Additions Changes to existing network

Supported and maintained Intuity VM system as well as CMS Call Accounting System

Support of NICE voice equipment and logs archived tapes and call data also support call accounting network traffic reports and load balance issues to ensure peak and off peak traffic is allocated with regards to call flow to the available traffic paths in a balanced environment across single server

In house wiring, cross connect, and video conference infrastructure

Multiple sites in Northern NJ as well as 2 South Jersey Loc.

25% Travel mostly inter-state

Managed team and process control for Maintenance of Intuity Voice Mail System and Call accounting assigned mailboxes, setup of company greetings and broad cast

T-1 and T-3 testing and implementation onto Network

Maintained operation of Switch, Voice equipment Routers, Video Conference equipment and all connectivity i.e. cable, Fiber Optics connectivity. Circuit design and build using MetaSolv TBS circuit build and design software

Time Warner Telecom 04/2000 - 01/2002

Project Manager

Support clients on Optical Transport Network

Managed tech team 6-7 techs in multiple sites throughout NY /NJ

Interfaced with clients on services and integration of these services

Liaison between sales and engineering as well as customers on user applications and Time Warner’s Network abilities

Network Augmentations on TW Optical Network over a OC-48 Back Bone Support SONET Ring and Company owned fiber throughout NYC and other boroughs

OC-3, OC-12, OC-48 Support and design also fiber hand off applications. Support of switched T-1's and also Voice over IP applications

Work closely with carriers on ckt ordering and delivery testing turn up and hand off. Tracking of circuits and projects through Remedy and MS Projects

Visio used for Network Augments, Ckt Designs and Hardware Applications for customer and in house.

Skills: Project Management Certification, LAN/WAN infrastructure

EDUCATION: DeVry Technical Institute, Woodbridge, NJ A.S Degree Communication Technology/Electronic Engineering 1985-1989

Cheetah Learning/PMI Project Management Certification 2007

COMP IA On-Line Training 10/12 : Currently working on CCNA Certification (Completion 05/13)

Contact this candidate