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Help Desk Engineer

Atlanta, Georgia, United States
September 15, 2018

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Comprehensive knowledge and understanding of Telephony and Video Networking System. Strong attention to details, organizational skills with the ability to multi-task and quickly adapt in fast pace environment. Able to isolate and resolve network related problem with appropriate research tools/software. Have extraordinary work ethic and strong written, oral, problem solving, presentation, and collaborative skills to work effectively with teams throughout organization.


Operating Systems: Microsoft Windows XP, Windows Vista, Macintosh, Windows 10 Enterprise

Networking: LAN, WAN, TCP/IP, WINS, DHCP, DNS, NFS, MoCA, Active Directory, Ethernet, SIP, VOIP, MCGP/NCS, SS7, RTP, IP Networking, Telephony Switching, Wi-Fi, Video Platforms, RF, DOCSIS, QAM, MPEG

Security: McAfee Virus Defense, Checkpoint Firewall, Norton Firewall, Norton Virus

Hardware: Cisco phone, Avaya phone, Sharp, IBM, HP, Compaq, Dell, Sony,

Programming Languages: SQL, C++, Visual Basic, Windows Access, UNIX Shell Scripting, HTML

Desktop Application Software: Hammer XMS, VisionTools, Remedy, Edgehealth, Xray, CSL, ICOMS, Fullband Capture, Splunk, Space, QuickBooks, Raiser’s Edge, Altru, ReserchPoint, Vista Ticketmaster, MS Professional Plus 2013, Word, Excel, Outlook, PowerPoint



Major: Human Resource Management May 2008

Major: Network and Communication Management, May 2007

Keller Graduate School of Management, Decatur, GA

Bachelor of Science

Major: Network and Communications Management, June 2005 DeVry University, Decatur, GA

Associated Degree of Science June 1998

Major: Computer Programming

Borough of Manhattan Community College, NY, NY


Cox Communications, Atlanta, GA Jun 2017 Present

Integration Network Engineer, Service Assurance

Support issues within Video, VoIP/SIP, run resolution of single user troubleshooting and incident management. Develop analysis to provide solution for continuous operational improvement

Utilize Remedy ticketing tool for tracking and resolution of issues. Acquired knowledge in telephony, Video, networking, Wi-Fi, networking signaling (TDM, MGCP/NCS, SIP, SS7, ISDN), DOCSIS, CMTS, Routers, CMS, Media Gateways, and Session Border Controllers. These escalations are sourced from a ticketing system as well as monitoring a phone queue to assist with live troubleshooting simulating or recreating user problems to resolve operating difficulties

Provide support via multiple diagnostic applications system as well as from direct inbound calls from customer facing agents, on-site techs. Troubleshoot and resolve operational issues between customer/vendor equipment and CPE (Cox Premise Equipment)

Video On Demand, HD and SD Video, IP Address Conflict, Program guide, Channel issues and IP Protocols

Provide expert level support of national implementation of X1 platform system by monitoring

Software trends, logging problems/resolutions and prioritizing according to system impact

Perform data analyst of servers and incoming data streams to provide proactive troubleshooting and insight to identify and detect and correlate patterns in user and customer reported issues, local outage thus engage appropriate fix agents to mitigate further impacts

Correlate communication of impacting issues and partner with Tier I, Tier III, field supervisor sand other support teams and development to implement and test fixes and resolution

Handle telecommunications service delivery and operational service assurance. Single entry point for complex / chronic incidents such as Client errors, MOCA Networks, DOCSIS

Provides support to National Video Back-office teams, pre & post network validation changes

Monitor Video databases to ensure Network and Database congruency and performs daily system health checks on cisco/Arris controllers

Troubleshoot and restores technical service by analyzing and diagnosing trends and applying correction action where appropriate

Fernbank Museum of Natural History, Atlanta, GA Mar 2005 Jun 2017

Development Database Manager

Managed Raiser's Edge and Altru fundraising and relationship management solution

Managed donor database, implemented program that merged with website page, maintenance and upgrade of annual data on webpage, building queries, user accounts, global changes, reporting, queries, and data clean-up projects with the goal of providing current, consistent and accurate data.

Migrated all Raiser’s Edge data to Altru database. Managed the import and export of data to and from external suppliers, such as ResearchPoint, third party marketing team.

Joined with the IT Managers, as required on ensuring data is secure and adequate back-ups. Provided technical support to other users.

Managed technical maintenance of Altru and Raiser’s Edge, liaising with Blackbaud and other suppliers as necessary

Developed and deliver comprehensive understanding and ongoing training and associated documentation for Raiser’s Edge and Altru users.

Reviewed the database regularly to ensure data is clean, accurate and that staffs are following procedures for data entry and management and maintaining donor confidentiality

built complex data queries and reports and manipulate large data sets

Produce all mailing lists from Raiser’s Edge /Altru database for emailing and mailings such as invitations, newsletters, and direct mail pieces.

Manager of Donor Stewardship

Coordinated Annual Major Gift Giving, planning budget and goal, communicate project’s purposes and progresses to key stakeholder detailed plan with well-defined tasks and specifications

Managed capital campaign, help logistic plan, evaluating prospects by using innovating technologies, networking and preparing marketing materials

Developed strategies for solicitation, cultivation, stewardship and maintenance of sponsor

Executed acknowledgement letters and tax receipt for donors; merge thousands of letters and invitations via donor database

Prepared accounts and monthly development reports and performance of Board of Trustees and their financial reporting and record keeping

Maintained, update, organize, and locate grant records for reporting purposes

Entered incoming grants daily and consolidate with Finance Department

Planned and executed annual fundraising galas, family programming and other related events

Researched new online fundraising options and gather information for new donors for capital campaign

Special Project Coordinator (Finance Department)

Assisted in account planning and development of projects for donations given to the Museum

Analyzed sales reports and assisted with completion of billing and payment reports

Reconciled accounting data daily

Maintained general ledger journals

Managed membership and volunteers’ data and financial record

Managed group sales and keeping financial data

Handled office supplies and all printed materials and inventories

Maintained expenditure reports for in-house supplies

Developed and maintained proper documentation, procedures and policies for data integrity of gift entries. Maintained confidentiality and company compliance


Georgia Aquarium, Atlanta, GA May Dec 2010

IT Database Administrator Intern

Assembled new hardware and connected it to aquarium servers

Installed, maintained and troubleshooted peripherals, storage devices and other equipment

Installed and performed new software upgrades

Troubleshooted Copiers and desktop printers

Tested and troubleshooted problems with office computers and computerized register and other equipment

MobileIT, Atlanta, GA Jan 2007 Mar 2007

Help Desk Intern

Installed, imaged, configured, upgraded and repaired desktop/laptop computers running Microsoft Windows XP Professional & Windows 2000 Professional

Provided PC/LAN help desk support

Tracked all help desk tickets to ensure all requests are documented, tracked, and resolved

Assigned help desk tickets while assessing help desk staff workload

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