Customer Service Sales

Praveen J. Lal (Paul)

San Bruno, CA 408-***-**** *************@*****.***

QUALIFICATIONS:

CompTIA A+ Certification Oracle E-Business Suite Data Management and Analytics

DHCP/DNS Ethernet and Firewall Cisco Jabber and WebEx Meeting Manage business requirements

Windows Excel MS Office MS VMware applications Laptops Cisco Routers Switches

LAN & VPN Remote Connectivity TCP/IP UNIX NetWare Citrix System Restoration Data Backup Formatting hard drives Operating System Installs Building or Upgrading Systems

Bilingual Accounting Background U.S. Navy Veteran

EDUCATION: Finished four-month course as an OPN Certified Implementation Specialist in Oracle EBS R12.1 General Ledger

Essentials v6.1 (1zo-516) including Oracle Payables, Receivables, and Cash Management.

NETWORKING: Wireshark/TCPView packet analysis, DNS servers, mail server. TCP/IP Networking. Windows Printing, Security, and Active Directory.

OPERATING SYSTEMS: Install and troubleshoot Microsoft desktop software and Microsoft Windows operating system. Windows XP, Vista, 7, 8; Windows Server. Linux. Internet Connectivity.

SECURITY: Investigated alerts created by IDS/IPS including malicious file uploads, compromised servers, SQL injections, and port scanning. McAfee SIEM/EPO/NSM, FireEye CMS/ETP, SecureWorks, IDS/IPS, Sumo Logic cloud-based log on.

PROFESSIONAL EXPERIENCE

Video Technician – Apple Inc. Cupertino, CA 12/2015– 10/2017

Globally create all Apple Cisco Jabber Video, WebEx, and VMR/MCU Video Bridge Accounts with password for Apple Video Conferencing Team in at Apple Corporate Headquarters. Provide 1st and 2nd level technical support in provisioning all Jabber and VMR Requests on P1 and P2 IT Tickets.

Configure and set up user account in CTMS. Cisco Telepresence Management Suite. Version 14.5 Provision DNS and NTS Servers. Configure MCU, TMS, SX10, SX20, MX300, MX800, and Touch Panels. Upload Phone Directory. Cisco Sparks.

Set up Point to Point and MultiPoint Video Conference Rooms. Trouble shoots PGI and WebEx audio connections. Create SIP URI’s for trunk configuration to conductor. Pre-deploy default configuration. Set up APS access. Manage RMA’s and send completed files to Cisco Engineers to open case and track RMA’s to inventory.

Strong communication skills that require face to face client interaction through audio and video conferencing in an international professional environment that creates interaction with a diversity of people from all over the world that supports and promotes team collaboration.

Computer Technician – Computer’s for Everyone Menlo Park, CA 4/2015 – 10/2015

Dissembled & refurbished Apple and PC systems using hand tools, cleaned all components with air or brush, checked capacitors on power supply and system board, checked CMOS battery w/ multi-meter for proper voltage.

Mounted system mother boards into housing unit, applied new thermal paste to CPU, connected all components, performed system test using Herrin software and installed OS and applications using Acronis software.

Perform hardware test on RAM, CPU and HDD. Install BIOS and Windows 7, 10, XP, Vista. Install missing drivers and patches. Optimize and clean up using CCleaner, Ant-spyware, and Microsoft Security Essentials. Registry Speed Tweaks.

Spearheaded Major Project - Dismantled WIFI 101 from Menlo Park to East Palo Alto – Using all available tools to bring down large antennas and peripherals from high rise buildings.

Network Analyst / Sales Rep / Payroll Analyst – Superior Technical Staffing Scottsdale, AZ 7/2013 – 1/2015

Provided overall assistance as a Novell Administrator using Novell Netware 4.11 Network at the Engineering Department for United Airlines. Documented and tracked help desk tickets. Manages the installations, configuration, operation, backup, recovery and general maintenance of 300 workstations.

Continuously endeavor to learn and improve upon IT related skills via self-study, self-discovery and company sponsored training. Pursuing CCNA and CISSP Certification. Completed CompTIA A+ Certification.

Booked 15 to 20 sales appointments per day and answered 50 calls per day. Provided excellent customer service for incoming calls for three national brands for Direct Energy Call Center in Tempe, AZ. Completed five week computer course. Translated and assisted with calls for Indian speaking clients.

Payroll Analyst – Xerox Business Services for General Motors Tempe, AZ 2/2013 – 6/2013

Process multi-state payroll for over 400 employees on semi-weekly basis, for exempt and non-exempt employees. Audit timesheets. Create and post monthly journal entries for payroll transactions for expense, accruals, and cash transactions.

Reconcile payroll balance sheet accounts and maintain supporting schedules. Respond to payroll inquiries concerning PTO, vacation accruals, garnishment, and SOX compliance.

Accountant – U.S. Auto Body Belmont, CA 2/2007 – 9/2012

Maintain Accounts Payable, Accounts Receivable, and ADP Payroll using QuickBooks. Bank and credit card reconciliation. Prepare and audit financial statements. File all sales and payroll taxes.

Implemented and configured QuickBooks Enterprise Solutions 2014 for three companies on Windows XP for 20 users.

EDUCATION & TRAINING

CompTIA A+ Certification. College of San Mateo, CA. Heald Business College. Computer Applications Certificate. San Francisco, CA.

United States Naval Telecomm. Yokuska, Japan.

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