Customer Service Technician

LEONIDES POLANCO

**** ******** **** ● WADSWORTH, IL 60083 ● 773-***-**** ● ********.*******.**@*****.***

CORE COMPETENCIES:

NETWORK SYSTEMS TROUBLESHOOTING LOW VOLTAGE DC POWER INVERTER/RECTIFIER INSTALLATION

HARDWARE REPAIR AND TROUBLESHOOTING RACK/STACK, CONFIGURATION AND INSTALLATION

CONTINGENCY PLANNING REGULATORY ADHERENCE – SLA COMPLIANCE

CERTIFICATIONS / TECHNICAL PROFICIENCIES:

CERTIFICATIONS: COMPTIA A+, NETWORK+, DELL DESKTOP & PORTABLE DCSE, MCSE (IN PROGRESS)

PLATFORMS: WINDOWS 95/98/NT/2000/XP WINDOWS SERVER 2012, WINDOWS 7 AND 8, ANDROID,

CISCO IOS, OSX

NETWORKING: TCP/IP, ISO/OSI, IPX/SPX, SNA, FDDI, QOS, ETHERNET, TOKEN RING, SONET,

WAVE

HARDWARE: CISCO, INFINERA, RIVERBED, F5, HP, DELL, LENOVO, FUJITSU, JUNIPER, CIENA, JDSU, FLUKE,

FUJITSU, ALCATEL-LUCENT, ANRITSU, EXFO

PROFESSIONAL EXPERIENCE

ZAYO BANDWIDTH OAKBROOK, IL

FIELD SERVICE TECHNICIAN OCT 2013 – PRESENT

MOBILE FIELD TECHNICIAN, INSTALLING HARDWARE, TROUBLESHOOTING, AND COMPLETING NETWORK CABLING AT SITES THROUGH

OUT THE CHICAGOLAND AREA.

RACK/STACK AND BUILDOUT OF ROUTING AND SWITCHING HARDWARE AND NETWORK INFRASTRUCTURE FOR HIGH BANDWIDTH USAGE

CUSTOMERS

COMPLETED HIGH PRIORITY FIBER AND ETHERNET CIRCUITS, AS WELL AS RFC2544 TESTING FOR THOSE CIRCUITS.

PERFORMED NETWORK AND HARDWARE TROUBLESHOOTING TASKS AND CIRCUIT TESTING USING POWER METERS, OTDR EQUIPMENT

AND JDSU EQUIPMENT

RESEARCHED PROJECTS, CONSULTED WITH PROJECT MANAGERS AND NETWORK ENGINEERS FOR COMPLETION OF NETWORKING

PROJECTS, AS WELL AS UPDATING ALL TASKS PERFORMED IN REAL TIME VIA SALESFORCE TICKET MANAGEMENT SYSTEM

ATOS NORTHLAKE, IL

MICROSOFT DATA CENTER TECHNICIAN F EB 2012 – JUNE 2013

● PERFORMED SERVER AND NETWORK MAINTENANCE, DEPLOYMENT, DECOMMISSION, TROUBLESHOOTING, AND REPAIR WITHIN

MICROSOFT OWNED DATA CENTER USING AN MS PROPRIETARY TICKETING SYSTEM.

A

● COMPLETION OF RACK/STACK, AND MIGRATION/DECOMMISSION PROJECTS FOR SERVER AND NETWORK EQUIPMENT

FOLLOWING SITE PARAMETERS, DOCUMENTING ALL WORK AND STEPS TAKEN TO RESOLVE WORK ORDER.

● PERFORMED HIGH PRIORITY HARDWARE REPAIRS TO SERVERS FOR HIGH PROFILE CUSTOMERS, DOCUMENTING ALL WORK

DONE, AND MAKING SURE TO PROTECT ALL CUSTOMER DATA ACCORDING TO INDUSTRY REGULATIONS.

● PERFORMED LIGHT NETWORKING TASKS AND INSTALLED NETWORK CABLING FOR SERVER AND NETWORK DEVICES, WITHIN

MDF AREAS, ACCORDING TO CUSTOMER REQUESTS.

COLOCATION AND

● PERFORMED VARIOUS HARDWARE, NETWORKING, AND OS TROUBLESHOOTING TASKS TO FIND ROOT CAUSES AND REMEDY

ISSUES

LEONIDES POLANCO PG. 2

********.*******.**@*****.*** 773-***-****

SENTINEL TECHNOLOGIES DOWNERS GROVE, IL

ASSOCIATE WIRELESS ENGINEER M AR 2011 - OCT 2013

● PERFORMED WIRELESS LAN SURVEYS ONSITE AT CHICAGO PUBLIC SCHOOLS, IN PREPARATION FOR CONSTRUCTION

CREWS, THEN IMPLEMENTED NEW PRIVATE WIRELESS LAN NETWORKS POST-INSTALLATION OF NEW INFRASTRUCTURE.

● PERFORMED FULL, HIGHLY DETAILED INVENTORY OF ALL NETWORKED COMPUTERS AND NETWORK EQUIPMENT ALONG WITH

CORRESPONDING PHOTOGRAPHS, NOTING NON-CPS STANDARD NETWORK CONNECTIONS, LOCATIONS IN NEED OF WIRING

UPGRADES OR NEW HARDWARE, AND COMMUNICATING WITH CPS STAFF TO LEARN EACH SCHOOL’S SPECIFIC NEEDS FOR

INFRASTRUCTURE UPGRADES

● REMOTE AND ONSITE CONFIGURATION AS WELL AS INSTALLATION OF CISCO NETWORK SWITCHES AND WIRELESS ACCESS

POINTS FOR INSTALLATION, DECOMMISSIONING OF LEGACY EQUIPMENT, AND INVENTORY MAINTENANCE.

● INSTALLATION OF NEW NIC CARDS IN PCS, RECONFIGURATION OF WIRELESS SERVICES FOR PC AND MAC DESKTOPS

AND LAPTOPS, AND CONFIGURATION OF IP ADDRESSES AND WIRED CONNECTIONS FOR NETWORKED PRINTERS, TIME

CLOCKS, AND COMPUTERS.

● FOLLOW UP AND MAINTENANCE OF NETWORK CONNECTIONS POST-IMPLEMENTATION, COORDINATING VIA PHONE AND IN-

CPS ADMINISTRATION AND IT STAFF TO MAINTAIN DEVICE CONNECTIVITY FOR STUDENTS AND STAFF.

PERSON WITH

WORLDWIDE TECHSERVICES CHICAGO, IL

DELL FIELD SERVICE TECHNICIAN J AN 2011 - MAR2011

PROVIDED DIRECT IT CONSULTATION AND HARDWARE SUPPORT TO VARIOUS PERSONAL COMPUTER USERS INCLUDING HARDWARE,

SOFTWARE AND ANTIVIRUS INSTALLATIONS.

● SET UP ALL REPAIR APPOINTMENTS VIA PHONE, PRIORITIZING AND ACCOMMODATING CUSTOMERS IN-HOME AND AT BUSINESS

LOCATIONS

● REPLACED DISPLAYS, MEMORY, MOTHERBOARDS, HARD DRIVES AND GENERAL HARDWARE ON LAPTOPS

● FOLLOWED DELL BREAK/FIX PROCEDURES, MANAGED OWN CALL VOLUME, PROVIDED STELLAR CUSTOMER SERVICE

● PERFORMED CLEAN INSTALLS ON OPERATING SYSTEMS, BIOS UPDATES, SET UP AND REPAIRED HOME WIFI SYSTEMS

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