Resume

Sign in

Desktop Support Engineer

Location:
Spring, Texas, United States
Posted:
November 08, 2018

Contact this candidate

Resume:

WILL RAGLIN

**** ******** ****** ***** ******, Texas 77379 cell 832-***-**** home 713-***-**** ac7m16@r.postjobfree.com

SUMMARY

A highly motivated Telecommunications professional with experience at the service provider level. My background is extensive with a focus on troubleshooting and implementation of VoIP deployment. In my most recent experience, I was part of a VoIP deployment engineering team responsible for the implementation of all voice equipment for a large Fortune 500 and S&P 500 company with more than $6B in annual revenues and over 100,000 route miles of fiber. A self-starter with proven success since the beginning of VoIP technology to the transformation to cloud technologies. I am seeking a new opportunity in VoIP and data technologies.

Key Skills and Proficiencies:

Process improvements Installation Operational Support for various VoIP platforms Hardware Voice Software Data Applications Cloud Networks

TECHNICAL SKILLS

Media Gateways: Genband, Metaswitch

Operating Systems: Windows, UNIX, Redhat, Ubumtu, Debian, Adtran IOS

Hardware: Adtran, Dell Servers, IBM Servers, Sonus Networks, Perl Servers, MRV Servers, Remedy, Polycom SIP phones, Cisco Switches, Cisco Routers, Juniper switches, Juniper Routers, BRIX, Tektronics

Software: Firefox, Chrome, Wireshark, Internet Explorer, BRIX, Tektronix, Microsoft Office, SharePoint, MetaSolv, Netcool, Junos OS, Cisco IOS, Wireless Technologies

Protocols: TCP/IP, H.323, MEGACO, SIP, DNS, FTP, SFTP, DHCP, VLANS, MPLS, OSI Model, layer II, Layer III,

EXPERIENCE

DATAFIELD CORPORATION – VERIZON ASSIGNMENT- HOUSTON, TEXAS

Field Audit Engineer, July 9th – September 28, 2018

Primarily tasked to address database integrity issues at a Verizon Wireless switch site.

Conduct physical equipment inventory.

Perform database gap analysis.

Present detailed report to upper management.

WINDSTREAM COMMUNICATIONS, The Woodlands, Texas

VoIP Implementation Engineer III, May 2009-Feb 2018.

Prioritized tasks and deadlines, demonstrating excellent time management skills.

Managed installation, administration, and testing of voice network servers, SBCs, media gateway controllers, media gateways, and other related voice network equipment.

Updated network documentation to record installations, upgrades, and configurations.

Managed invoices, contracts and billing for outside installation contractors across the entire Windstream footprint.

Hosted calls with third-party telecommunications vendors to ensure timely delivery of materials.

Worked across departmental groups to hand off new equipment turn-ups to production.

Responsible for new voice equipment, inventory connectivity, test, turn-up, before handoff to production assessment teams.

Performed initial setup and configuration changes to software integrations.

Handled validations of power requirements, equipment configurations, connectivity testing, and documentation.

Worked closely with assigned project managers from third-party vendors to ensure accurate description of services to be provided, including estimate of materials delivery and date of completion.

Developed strong relationships with other engineering teams to build technology collaborations and identify opportunities to improve efficiencies and processes.

Provided feedback to management regarding performance against expectations (positive and/or improvement opportunities).

Utilized strong oral and written communication skills to liaise with people from internal and external groups.

Prioritized multiple tasks and responsibilities while maintaining a high level of quality and service.

Working knowledge of Linux (ability to read/understand simple shell scripts, familiarity with common Linux commands, file system/user/process concepts).

MCLEODUSA/PAETEC/WINDSTREAM, The Woodlands, Texas

VoIP Tech Support Engineer III, Nov 2006-Apr 2009.

Provided fourth-level support for VoIP external and internal customers and fax configurations over IP.

Facilitated assistance with trouble tickets to vendors for bug fixes.

Developed engineering documentation on guidelines for new vendor software releases.

Supervised various vendor upgrades and software fixes.

Resolved open issues escalated from Tier III in timely manner.

Mentored and guided peers, and assisted teammates when skill set required.

Excelled in identifying and applying strategies to improve business process and drive operational improvement

ADDITIONAL EXPERIENCE

WORLDCOM/MCI/VERIZON BUSINESS, Sugar Land, Texas,

Network Engineer II, (VoIP Repair Center), Sep 2002-Oct 2006.

Provided second-level support for VoIP trouble tickets as part of 17-member triage team.

Configured Cisco routers, PIX firewall, Cisco Unified IP Phone 7900 Series, Polycom SIP phones, Mediatrix telephone analog SIP converters, and LAN switches.

Utilized knowledge of circuit fundamentals, network performance management software, TCP/IP concepts when troubleshooting routing, and WAN access links at layers 1, 2, and 3.

Tested WAN access links (Tl-DSL) at layers 1 and 2, and worked closely with other departments to restore customer access circuits.

WORLDCOM/MCI/VERIZON BUSINESS, Sugar Land, Texas,

Supervisor, (Internet Technical Center), Mar 2001-Aug 2002.

Directed and oversaw daily activities of nine employees.

Coached and mentored other representatives to support Remote LAN Dial.

Developed and fostered excellent working relationships with other support groups to improve trouble ticket flow processes. Documented ISO 9002 processes for Remote LAN Dial processes.

WORLDCOM/MCI/VERIZON BUSINESS, Sugar Land, Texas,

Senior Help Desk Specialist, (Internet Technical Center), Feb 1999-Apr 2001.

Provided level 1 customer support to Dial-Up Frame Relay.

Served as primary point of contact for all Remote LAN Dial customer service issues.

Administered line one monitoring of MCI vBNS.

Organized and maintained web content via guidelines on support procedures for remote.

WORLDCOM/MCI/VERIZON BUSINESS, Sugar Land, Texas,

Customized Internet Solutions Engineer, Internet Technical Center, Feb 1996 –Jan 1999

Provided level 2 support to dial-up access Internet customers.

Diagnosed and resolved configuration and connectivity issues for dial-up Internet access customers with customized software and prearranged support options.

Supported e-mail, browsers, and integrated services, including paging and faxing.

M-I SWACO DRILLING FLUIDS, Houston, Texas

Senior Desktop Support Analyst, Jan 1992- Jan 1996.

Decreased laptop rollout deployment times by 50% by creating, documenting, and implementing new procedures for Windows Server, Windows applications, and OS systems.

Facilitated assistance with trouble tickets to various software vendors for bug fixes.

Delegated tickets to junior desktop support analysts to match proper skill sets for best solutions.

Provided training to newly hired IT helpdesk.

Resolved open issues escalated from Tier II in a timely manner.

Mentored and guided peers and assisted teammates when skill set required.

Responsible for the procurement of all new desktop PCs and laptops across the company-wide footprint.

M-I SWACO DRILLING FLUIDS, Houston, Texas

Desktop Support Analyst, Jan 1990- Dec 1991.

Tech savvy, with an excellent working knowledge of computing devices.

Worked on a 30-member IT team that provided desktop support for over 4,800 personal computers and PC network users.

Handled daily LAN/WAN support to remote end-users, preventive maintenance, testing and repair of equipment, configuration, and troubleshooting to end-users.

Assisted with the resolution of hardware/software problems in a timely manner.

Processed monthly database reports to increase software compliance and track hardware inventory.

EDUCATION

TEXAS SOUTHERN UNIVERSITY, Houston, Texas

Bachelor of Science in Physics, Minor in Mathematics

AFFILIATIONS

Network Professional Association (NPA)

The Houston Linux User’s Group (HLUG)

Volunteer, Senterra Lakes HOA, Drive by Committee



Contact this candidate