Troy Alexander Gaines

**** ************ **

Apt *D

Durham, NC 27707

(919) 251 - 1336

Summary

•ISO certified IT Professional with proven success as an independent cable, internet and digital phone sub-contractor.

•Experienced with troubleshooting, implementing and integrating high-performance technical service to meet evolving technical needs.

•Consistently exceeded position objectives as a supervisor.

•Currently have tools that will allow for immediate employment.

Technical Competencies

•ISO Certified Calibration 9001-13485

•Installation of Digital Telephone service

•Service upgrades/downgrades

•Hardware and Software Installation

•System Recovery

•Windows XP/Vista /7 /8

•Data Back-Up / Recovery

•Remote Desktop Support

•Troubleshooting WANs & LANs

•Technical Documentation

•VMware

•Microsoft Office Suite 2007 & 2010

•Successful routing services (Cable TV, High-Speed Internet, & Digital Telephone) from service point throughout the customer's home

•Installed digital boxes, modems, and digital telephone equipment inside the customer's home

•Troubleshoot existing services and bring installation up to quality-control standards

•Provided additional requested services to existing customers

•Educated customers on services & equipment

•Installed High Definition TV and/or Digital Video Recorder boxes

•Installation & setup of High-Speed Internet

•Reading blueprints and schematics

Education

Bachelors Degree Program, Cybersecurty

Strayer University, Morrisville, NC Graduation June 2017

Associates Degree Program

ITT Technical Institute, Durham, NC Graduation October 2014

Excalibur Lab Specialists March 2014 – May 2014

Internship

Responsibilities

•Travel and overnights to client sites

•Provide emergency service, installs, training, preventive maintenance and decontamination's on laboratory instrumentation using good customer skills

•Interpret schematics, tubing and assembly drawings and performing system and board level troubleshooting and repairs with minimal supervision

•Various test equipment and proficient with computers and related software packages that includes Microsoft Office

Professional Experience

IT Data Center Technician

•Assembled network and server cabinets.

•Installed and verified patch panels.

•Installed and terminated fibre according to schematics.

•Installed bonding straps and jumpers in accordance with project protocol.

•Installed Intelligent Rack PDUs.

•Followed all schematics and plans according to projected timelines.

•Assembled, installed and serviced Panduit Networking Hardware.

Cable Installation Technician/Supervisor

•Supervised, coached, and mentored 61 cable technicians.

•Managed incoming service request via telephone, work orders and e-mail. Ensure courteous, timely, and effective service or resolution of customer issues. Resolved any trouble calls forwarded to management.

•Organize schedules and prioritize workload by using the navigation and routing programs (Viamente route planning software)

•Co-workers often contacted me for FAQ on installations, configurations & maintenance procedures to prevent future issues.

•Gathered data from trouble calls requests and generated reports on equipment performance issues.

•Attended training seminars and conferences, to broaden knowledge of current and future cable, internet and digital phone technologies.

•Performed disconnections of services, equipment and monetary collections from delinquent customers.

•Worked at heights up to 28 feet connecting, mounting, troubleshooting and replacing aerial cable. Laid underground cable up to 200 feet for installation or replacement services.

Highlights

•United States Army Combat Veteran (12 years)

•Enforced all safety and OSHA policies and procedures. Worked for 9 years accident free.

•Training instructor to increase productivity, computer literacy and self-sufficiency.

•New employee orientation on training procedures and policies.

Professional Experience

Arris Technologies August 2017 - Present

Decommission Engineer

Responsibities

•Backgrounds with detailed CO Engineering, Documentation, CO Infrastructure, Process Improvement, MOPS.

•Experience with installation/removal of mini-BDFB, Rectifiers, Fuse Panels, Patch Panels (high density fiber patch panels) Experience with the installation/removal of racks, cabinets on raised floors, slab floors.

•Experience with removal of DC power cable from BDFB’s, Mini-BDFB’s and all related safety procedures. Experience with Rectifiers / Invertors.

•Knowledge of ESD guidelines.

•Experience with de-commissioning/installation of Infinera, NSN, Alcatel/Lucent, Adva, Juniper routers.

•Proficient with laptop and windows applications.

•Good communication skills.

•Some background in shipping, receiving, inventory tracking, serial number tracking required.

1 Path / Google Fiber. October 2016 - August 2017

Installation Technician

Responsibilities

•Employed as a low voltage technician to serve Google Fiber customers.

•Installed data and voice services through fiber optics..

•Configure WiFi, telephones and internet up and running.

•Installed televisions and video as necessary.

•Had the knowledge to work with pull, run, Install, terminate and punch down fiber optic, coax, Cat5e and Cat6.

•Installed and configured patch panels, MDF and network drops.

•Placed, installed and configured digital equipment

Premiere Communications/ KCI Telecommunications November 2015 – June 2016

Data Center Technician

Responsibilities

•IT Data Center Technician

•Assembled network and server cabinets.

•Installed and verified patch panels.

•Installed and terminated fiber according to schematics.

•Installed bonding straps and jumpers in accordance with project protocol.

•Installed Intelligent Rack PDUs.

•Performed hardware maintenance on HP ML/DL/SL series servers.

•Followed all schematics and plans according to projected timelines.

•Assembled, installed and serviced Networking Hardware.

Reddick Communications, Durham, NC April 2015 - Present

Data Center Technician

Responsibilities

•IT Data Center Technician

•Assembled network and server cabinets.

•Installed and verified patch panels.

•Installed and terminated fiber according to schematics.

•Installed bonding straps and jumpers in accordance with project protocol.

•Installed Intelligent Rack PDUs.

•Followed all schematics and plans according to projected timelines.

•Assembled, installed and serviced Networking Hardware.

Cisco Systems, Research Triangle Park, NC November 2014 – March 2015

Data Center Technician

Responsibilities

•IT Data Center Technician

•Assembled network and server cabinets.

•Installed and verified patch panels.

•Installed and terminated fiber according to schematics.

•Installed bonding straps and jumpers in accordance with project protocol.

•Installed Intelligent Rack PDUs.

•Performed hardware maintenance on HP ML/DL/SL series servers.

•Followed all schematics and plans according to projected timelines.

•Assembled, installed and serviced Panduit Networking Hardware.

Excalibur Lab Specialist, Minden, NV February 2014 - May 2014

Laboratory Calibration Technician

Responsibilities

•Calibration technicians maintain all equipment in a documented rotation.

•Test and repair a variety of instrumentation and equipment.

•Their primary job is to make sure that instruments, gauges and testing devices are calibrated correctly.

•Give accurate readings of test results and document accordingly.

•Update equipment using the latest software that control testing equipment.

Charter Cable (Gainesville, GA - Roxboro, NC - Thibodeaux, LA) May 2010 – September 2012

Cable Installation Technician/Supervisor

•Supervised, coached, and mentored 61 cable technicians.

•Managed incoming service request via telephone, work orders and e-mail. Ensure courteous, timely, and effective service or resolution of customer issues. Resolved any trouble calls forwarded to management.

•Organize schedules and prioritize workload by using the navigation and routing programs (Viamente route planning software)

•Co-workers often contacted me for FAQ on installations, configurations & maintenance procedures to prevent future issues.

•Gathered data from trouble calls requests and generated reports on equipment performance issues.

•Attended training seminars and conferences, to broaden knowledge of current and future cable, internet and digital phone technologies.

•Performed disconnections of services, equipment and monetary collections from delinquent customers.

•Worked at heights up to 28 feet connecting, mounting, troubleshooting and replacing aerial cable. Laid underground cable up to 200 feet for installation or replacement services. Enforced all safety and OSHA policies and procedures. Worked for 9 years accident free.

•Training instructor to increase productivity, computer literacy and self-sufficiency.

•New employee orientation on training procedures and policies.

Time Warner Cable, NC (May 2007 – December 2009 & July 2010 – January 2011)

Cable Installation Technician

Responsibilities

•Completed work orders via telephone, work orders and e-mail. Ensure courteous, timely, and effective service or resolution of customer issues. Resolved any trouble calls forwarded to management.

•Organize schedules and prioritize workload by using the navigation and routing programs

•Frequently worked out configurations & maintenance procedures to prevent future issues.

•Gathered data from trouble calls requests and generated reports on equipment performance issues.

•Attended training seminars and conferences, to broaden knowledge of current and future cable, internet and digital phone technologies.

•Performed disconnections of services, equipment and monetary collections from delinquent customers.

•Worked at heights up to 28 feet connecting, mounting, troubleshooting and replacing aerial cable. Laid underground cable up to 200 feet for installation or replacement services. Enforced all safety and OSHA policies and procedures. Worked accident free.

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