Help Desk Analyst / Network Administrator

ASHLEY FARRELL

Boynton Beach, FL **************@*****.*** 561-***-****

SUMMARY

Network and systems administrator with 10 years of experience in the IT industry. Specialties include network monitoring, project management, and helpdesk operations. Looking to return to work after taking some time at home with my children.

SKILLS & ABILITIES

Network and Voice • Cisco hardware/IOS; Enterprise Routing and Switching; SNMP/Monitoring (SolarWinds, Cacti); VoIP and Analog Telephony (CallManager, Variphy Insight)

System administration • Windows OS; Microsoft Office Suite; VPN clients; IT ticketing systems (LanDesk, Remedy, etc)

Project Management • Technical documentation; Vendor management; Post-Deployment Remediation; Risk Mitigation

EXPERIENCE

NETWORK ADMINISTRATOR TBC CORPORATION PALM BEACH GARDENS, FL

NOV 2010 – OCT 2015

Support telecom and data infrastructure; Cisco IOS configuration and support; SolarWinds administrator; VoIP/CallManager configuration; voice and data account management

- MPLS IT PROJECT ANALYST MAY 2011 – OCT 2011

- HELPDESK ANALYST NOV 2010 – MAY 2011

QUALITY AND TRAINING ANALYST CITIGROUP SAN ANTONIO, TX

AUG 2008 – OCT 2010

Monitored, evaluated, and developed a team of 20-30 agent’s tickets and calls; Conducted new hire training classes for help desk analysts; Lead coaching sessions for analysts throughout OJT; Maintained subject matter expertise regarding trends, changes, maintenance, outages, and new products/services; developed training documentation accordingly

HELPDESK ANALYST ATT U-VERSE (2WIRE) SAN ANTONIO, TX

AUG 2007 – AUG 2008

ADSL/VDSL and IPTV configurations, setup and troubleshooting; Monitored and improved call flow through coaching and escalation procedures; Performed supervisor escalation and triage for high priority technical issues/outages.

AREA DIRECTOR SBH ENTERPRISES SAN ANTONIO, TX

NOV 2006 – AUG 2007

Productively lead a team of sales representatives toward a daily profit goal; Supervised daily activity and improved productivity through coaching; Responsible for staffing and terminating employees, tracking daily numbers, multiple store maintenance, and overall employee management.

HELPDESK / SME-LEAD WEST CORPORATION (ADELPHIA, EARTHLINK TIER II)

OCT 2005 – NOV 2006

Supervised a group of 30-70 technical support representatives; Answered IT and procedural related inquiries; Calibrated team on issues and call drivers; Improved call flow & SLA through coaching/call management monitoring.

EDUCATION

CCNAX COURSE TAMPA, FL

2013

PMP TRAINING PALM BEACH GARDENS, FL

2015

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