Customer Service Engineer

Waice Qasimyar

**** ***** ****** **. *********, VA 20169 571-***-**** Email: ********@*****.*** Skype: amir.waicey

Objective: Technical-minded professional seeking to obtain a challenging position in a solid and growing company to utilize my previous experience in the information technology field.

BACHELORS OF SCIENCE IN INFORMATION TECHNOLOGY (BSIT) SEPTEMBER 2014 UNIVERSITY OF PHOENIX

Major: Information Technology

Concentration: Systems Security

Skills & Abilities

CERTIFCATIONS

PCVE Certified (Polycom Certified Video Engineer)

F5 Certified Technical Sales Professional

Hewlett Packard Certified Technical Professional

SECURITY CLEARANCES

Public Trust

SKILLS

. Telemedicine/VTC Experience

Tier I, Tier II, & Tier III Support Experience

Server, Switch, and Router Experience

Hardware & Software Support Experience

Project Experience

Experience

SUPPORT ENGINEER AVIZIA JULY 2015-PRESENT

Support Engineer for an end-to-end telehealth provider focused on enabling virtual care across the patient continuum via mobile, software, hardware, home, and hospitals

Support, monitor, and engineer telepresence and telemedicine solution products for healthcare, education, and mobile systems

Engage in the support of industry specific solutions for telemedicine including the deployment, troubleshooting, configuring of hardware & software products

Interfacing and communicating with licensed providers, nurses, staff, and site administrators across the nation in different hospitals and medical center providing support

Working as a SaaS (Software as a service) with mobile application support for Google Android & Apple ios using our Bug tracking ticketing system called JIRA

Support, maintain, and troubleshoot Avizia telemedicine carts using Cisco and Vidyo codecs. Configuring initial set ups while tracking all information via tickets using our ticketing tool called ZenDesk

CUSTOMER SERVICE ENGINEER TECHNATOMY CORPORATION OCTOBER 2014-JULY 2015

Customer Service Engineer for the IAM (Identity and Access Management Program) and PaaS (Platform as a Service Program) for the Department of Veteran Affairs

Monitor/support patching efforts for environments on several different servers and databases twice a month

Support several projects, deployments, and deliverables for the technical support team for up to and not limited to servers, virtual machines, Pre-Production Environments, Production Environments, and all other systems.

Systems include Windows, Linux, Oracle RAC database and other various applications, servers, and systems

Liaison between project team and technical teams

Responsible for organizing, tracking, and maintaining the implementation of new projects

Manage project schedules and resource allocation following agile development techniques

Track, add, edit, and create IAM tracker requests/tickets on the IAM VA SharePoint site also known as creating technical support tickets

Report to project manager and senior system engineers on daily, weekly, and monthly basis with updated data for all systems and applications

SENIOR HELP DESK ENGINEER IRON BOW TECHNOLOGIES FEBRUARY 2012-OCTOBER 2014

Supported, troubleshot, repaired, and monitored real presence technology and telehealth technology, for VTC (Video Tele Conferencing) on telemedicine carts for all the medical centers, CBOC’S,(Community based outpatient clinics) & hospitals in the entire U.S. for the Department of Veterans Affairs

Oversaw the entire Department of Veterans Affairs Video Tele Conferencing environment using the TMS (Tandberg Management Suite) database and having administrative rights to all VTC equipment in each city and state in the U.S.

Supported, troubleshot, repaired, and monitored digital data stream and signals for video conferencing using dialing protocols: H.323 & SIP. These endpoints were called codecs which were attached to the telemedicine carts

Answered over 100 calls & emails a week while opening and closing tickets for each call and maintaining the best customer service for doctors, psychologists, and psychiatrists that we supported.

Supervised & trained several new employees with configuration assistance, answering help desk emails & calls, and overall support for the VTC environment

Added, deleted, configured, reset, and re-imaged endpoints and PC’s from the TMS database while resolving gatekeeper failures/warnings, SIP failures, and duplicate IP addresses and alias errors

Supported over 10,000 telemedicine carts nationwide with switch and router configuration assistance

Repaired and configured endpoints using TMS, SSH, Telnet, PUTTY, Cisco Jabber Telepresence, web interface, and raw serial connections

Connected all telemedicine carts and endpoints to televisions, smart boards, PC’s, Tablets, and software’s

ACCOUNT SERVICE ENGINEER CONNECTED WORK PLACE SOLUTIONS JANUARY 2009-FEBRUARY 2012

Onsite engineer and primary System Administrator for over 20 various companies in the Virginia, Maryland, and Washington D.C. area. Ensured client’s connectivity to communication devices and essential systems

Troubleshot issues cause by Microsoft servers and client OSs (Server OS: NT 4.0, Win 2000-2008, Exchange 2000-2008, Citrix, Citrix Xen, VMware, Blackberry BES; Client OS: Win 98, XP, Vista, 7, 8, Leopard, Snow Leopard, Lion)

Troubleshot issues caused by routers, firewalls, network appliances, and switches (Routers: Cisco; Firewalls: Cisco ASA, SonicWall, WatchDog; Network Appliances: Cisco IronPort, SonicWall ESA, Cisco Controllers, SANs, Surveillant (proprietary monitoring hardware) Wireless Routers/APs; Switches: Cisco, 3Com, Netgear)

Troubleshot issues using a variety of applications (Server: Active Directory, Exchange Console, Cisco ASDM, Putty; Backups: Symantec Backup Exec, MozyPro, EDP (proprietary enterprise backup solution); Antivirus: Symantec Endpoint, Eset, Sophos, Kaspersky; Security: SafeWord, Vasco, Scorpion; Database/CRM: iMIS, Great Plains)Resolved over 300 tickets a week

Managed relationships with clients via quarterly meetings to discuss technical solutions, budget forecasting, service performance metrics, hardware inventory analysis, and licenses/warranties/support expirations and renewals.

Placed an emphasis in understanding client IT needs by understanding their high-level issues and the impact on their overall business and goals

MANAGER/SALES TECHNICIAN ANY COMMUNCATION (VERIZON REATILER) JANURARY 2008-DECEMBER 2009

. Sold & repaired Verizon FIOS, mobile phones, and landline phones

. Managed 3 employees in store for 4 months

. As manager, ran deposits, did inventory, trained & assisted employees in selling and repairing, and opened and closed store on time five days a week while maintaining a customer comes first basis

. Assisted in merchandising and maintaining a clean work environment

. As sales technician, ran software upgrades to mobile phones, resolved and fixed mobile phones with water damage, network issues, and overall damage

. Contacted Verizon support for FIOS related issues for troubleshooting guidance

SALES ASSOCIATE AT&T JANURARY 2007-OCTOBER 2008

. Opened & closed store on time while managing, cleaning, selling, and maintaining a good work environment for customers and employees

. Sold & repaired cell phones

. Confabulated with customers regarding the sale of AT&T products

. Ensured that excellent service was provided to customers

. Assisted in merchandising and maintaining a clean work environment

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