Customer Service Desktop Support

Carlos J. Bassart

Tampa, FL ***** 813-***-**** ********@*****.***

www.linkedin.com/in/carlosbassart

SENIOR CRITICAL SUPPORT ANALYST

Highly Skilled IT Professional with diverse experience in Information Technology specializing in Network analytics, SS7, circuit ranging from 56k to 100 gig EtherChannel, troubleshooting and Desktop support. Over 15 years’ experience working in Information Technology, including 10 years of team lead experience working in a high paced, self-starting environment. Able to work in a 24/7 environment.

TECHNICAL SKILLS

Hardware Experience: Knowledge of all PC hardware, knowledge of Cisco routers and switches, as well as Brocade and Juniper. Experience in troubleshooting and repairing PC computers.

Networks and Operating Systems Knowledge and Experience: Competent working knowledge of Windows Systems (XP,7,8 and 10). Working knowledge, customer service experience troubleshooting operating systems. Knowledge of network systems and functions. Experience with Cisco routers in maintaining BGP, VPN, OSPF, and IP Sec tunnels environments.

Software Experience: Working knowledge of MS Office 2013 and above (and all component programs in MS Office). Experience troubleshooting software problems.

EXPERIENCE

SYNIVERSE TECHNOLOGY HOLDING, Tampa, FL March 2003 – March 2019

Senior Critical Support Analyst, February 2009 – March 2019

Networks included robust NGN/IPX network utilizing MPLS, VPLS, Metro-Ethernet, and DWDM infrastructures spanning multiple global vendors. The NGN network consists of a multi-vendor environment comprised of Cisco, Juniper, Nokia, and Brocade equipment. Equipment included Cisco Catalyst switches (2950, 3560, 6500), Routers (2900, 7600 series), and ASRs (1000, 5000 series). Juniper switches (ex4200), Routers (mx960), SRX (srx3600). Legacy networks supported included CRX (CDMA) and GRX (GSM) centric services operating solely on Cisco hardware including 2900 and 3500 series switches and 3800, 5000, and 7000 series routers.

Proficient in troubleshooting IPSEC VPN, VTP, VLANS, BGP, EIGRP, OSPF, ISIS, and GRE.

Assisted support teams with VPN and also FTP files from customer sites to Syniverse servers

Supported legacy SS7 networks, signaling nodes, linksets, point codes, SCCP, and SS7 over IP.

Troubleshot MPLS, Point to point, DS3, T-1, 56k, and Frame-relay.

Validated alarms created during maintenance window, as well as to create and send nightly maintenance reports.

Assisted the Manager and Supervisor of NetOps in supporting NetOps technical training and Customer Services training and documentation activities where a more technical level of system knowledge and expertise is required.

Assisted the Manager and Supervisor in tracked and identified potential system deficiencies and failure patterns and coordinate necessary corrective actions with Development resources.

Monitored network and applications systems alarms at NOC.

Page out support groups as required from received alarms and tickets.

Provided customers with first level support within NOC via phone and emails.

Assisted engineers and customers in troubleshooting and resolving critical issues.

Provided technical expertise to customers and customer support.

Created and sent customer notifications for service affecting vendor maintenances.

Monitored and troubleshot communications networks, including SS7 and TCP/IP.

Configured and maintained department laptops and desktops, as well as document procedures.

Critical Support Analyst, March 2003 – February 2009

Reported service problems / outages to incident management, support and update documents..

Monitored all company Networks and services to identify issues by analyzing logs, records, Netcool and SSD alarms associated with reported problems, network events or situations.

Created tickets using the BMG Remedy ticketing system, and accurately updated tickets with all pertinent actions and data within SLA time limits and Command Center policies.

Worked with BGP, OSPF, MPLS Network Protocols, Internet technologies ping, ssh, telnet and traceroute to troubleshot and repair network issues.

Performed diagnostic functions, fault isolation, and sound judgment to determine and execute corrective actions in real time on F5, Juniper and Cisco Devices, STP, DS3, T1, and other network service issues.

Troubleshot multiple networking and communication protocols FTP, TCP/IP, ICMP, DHCP and SS7.

Engaged AT&T, CenturyLink, Level 3, Sprint, Time Warner, Verizon IXC’s and LEC / CLEC’s support groups to aid in trouble diagnosis and repair.

Provided technical expertise and network knowledge to work with Customers and support efforts in researching customer problems, issues, and concerns.

PROFESSIONAL DEVELOPMENT

Juniper JNCIS Routing and Switching

Cisco ITP routing

Introduction to UNIX, Hillsborough Community College, Tampa, FL

MS#803 Administering Microsoft Windows NT 4.0

MS#922 Supporting MS Windows NT 4.0-Core Technologies

MS#688: Internetworking MS TCP/IP on MS Windows NT 4.0

Novell Netware 5.0 Administration Supporting

Windows NT Server 4.0-Enterprise Technologies

Networking Essentials

Creating & Managing a Web Server using IIS 4.0

Netware+

CERTIFICATIONS

A+ Technician Microsoft Certified Professional Cisco Certified Network Associate (CCNA)

A+ Certification, ExecuTrain, Tampa, FL

LANGUAGES

Bilingual and Fluent in Both Spanish and English

AWARDS

Eagle Scout, Lewis Shick Community Service, 2 Above and beyond award for relocating to Coast Rica for Hurricane Irma and for Training support staff in India. 2 way to go awards for customer service

I am available to start immediately my salary range is 55k to 65k. If you have any question please feel free to reach me via email at ********@*****.*** or via phone at 813-***-****

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