Network support, software support, hardware support, helpdesk support

R ONNIE MUHAWA

**** **** **** **** **** *** • Schaumburg, IL 60173

Phone (773) 414- 2289 • Email: *********@*****.***

NETWORK SUPPORT TECHNICIAN

Results driven technology enthusiast with ground-up experience across various IT platforms ranging from PC repair, sales, helpdesk and Voice Over IP (VOIP) in a CUCM cluster domain with a deep understanding of

Information Technology Service Management (ITSM) best practices. Solid troubleshooting and resolution skills, combined with an award winning customer service background. Dynamic relationship builder who is

comfortable working with all levels of the workforce. Adept at communicating technical concepts to non-technical audiences. Strategic go getter familiar with numerous software packages and operating systems.

Proactive team player who strives for first call resolution of issues with minimal escalations. Proven success working in fast paced, high-volume, and collaborative single point of contact call center environment.

TECHNICAL SKILLS

Operating Systems: Cisco IOS, Windows 8, 7, XP, Vista, Server 2008 R2, Apple iOS 7

Software: MS Office suite, Office 365, Citrix, LogMeIn Rescue, SAP, Cisco Webex conferencing, RSA SecurID, Numerous proprietary packages

Networking: CUCM, CUCME, LAN/WAN, Solarwinds network monitor, Wireshark, GNS3, Packet tracer, ZOC terminal emulator, Angry IP, Cisco Managed Switch Port Mapping Tool, Putty, TCP/IP, RIP, EIGRP, OSPF, BGP, SCCP,

SIP, RTP, cRTP, VLAN, G711, G729a/b, DHCP, TFTP, DNS, SSH, NAT, CDP, SRST, ICMP, FXO, FXS, CCP, H.323, SIP, iLBC

Hardware: Cisco 2900, 3560 Catalyst Switches, 2600, 2821, 2921 Routers, Cisco VOIP phones, PC Desktops and Laptops, Dell thin clients

Ticket Tracking Applications: Autotask, BMC Remedy, ServiceNow.

Remote Support Applications: Skype, MS Lync, Cisco AnyConnect VPN, Dameware, Citrix Desktop Director, Citrix GoToAssist, LogMeIn Rescue.

Certifications: Cisco Certified Network Associate (CCNA), Network+, A+, Microsoft Certified Professional, HDI – Support Center Analyst, HIPAA

PROFESSIONAL EXPERIENCE

INSIGHT GLOBAL (CONTRACT) – Mount Prospect, Illinois 11/2014 – PRESENT

Network Support Technician

• Member of the Walgreens Next Gen 2.0 nationwide conversion project from Nortel PBX to Cisco VOIP for 8500+ stores.

• Configure Cisco routers and switches to support data and voice VlANs for layer 2 and layer 3 connectivity.

• Upgrade from Cisco 2821 Routers to 2921 ISR, Cisco 2900 Switches to 3560G PoE switches.

• Monitor Router pings to ensure temporary failover to Satellite during upgrade.

• Verify and update BGP neighbor statement

• Configure ACL and QoS scripts on the Router and PoE switch.

• Verify phones are connected, registered and online in CUCM 8.6 call manager.

• Verify tech install milestones and test 911/ e911 call routing in anticipation of Go Live.

• Consult with other Voice technology teams for Go Live fulfilment.

ADVANCED TECHNOLOGY SERVICES - Schaumburg, Illinois 05/2013 – 12/2014

Remote Service Desk Support

• Outstanding frontline network, hardware, and software support for global clientele via remote platforms.

• Level I and II problem isolation and resolution in a Windows environment.

• Management of Citrix virtual environment, Cisco VPN Client, RSA SecurID, Enterprise Vault troubleshooting.

• View node states and packet loss using Solarwinds Orion network monitoring tool.

• Multitask efficiently between major projects while prioritizing in a Single Point of Contact (SPOC) environment.

• Incident Management, Problem management, Time management, Root Cause Analysis in accordance with SLA guidelines.

• Analyze, determine severity and impact, and document reported production outages/incidents.

• Liase with external vendors to resolve complex issues.

• Accurately log support calls using Autotask, BMC Remedy and ServiceNow ticket tracking systems.

• Manage customer expectations by keeping them informed and maintaining professionalism.

Selected Achievements:

• Routinely exceeded call-handling goals without compromising quality.

• Closed an average of 25 tickets daily with a 75% first-call resolution ratio.

• Maintained high customer service metrics by owning issues until resolution.

ZYMTEK CONSULTING SERVICES - Chicago, Illinois 01/2010 – 04/2013

Desktop Support

• On site support for end user hardware, software and connectivity issues per Service Level Agreements.

• Install, configure and support Windows XP, Vista, 7.

2

• Active Directory adds, moves, changes and password resets.

• Assist off site users with mobile phone and application support.

• Small Office/ Home Office (SOHO) network setup and support

Selected Achievements:

• Minimized unscheduled down time by educating end users on preventative maintenance and security.

• Trusted with complex customer service issues due to exceptional prompt resolution.

RITEDEALS COMPUTER SALES AND REPAIRS - Chicago, Illinois 01/2009 - 12/2009

PC Support Technician

• Diagnosed, repaired, patched and upgraded computer systems and software using proven techniques.

• Performed occasional off site repairs and home office network setup and support.

Selected Achievements:

• Increased computer sales by 50 % by leveraging award winning customer service and sales background.

• Improved customer satisfaction by implementing an after-sales customer follow up program.

NATIONAL CITY BANK/ PNC - Chicago, Illinois 04/2005 - 07/2008

Customer Service Lead

• Effectively led customer service staff to expand customer base and meet sales and referral goals.

• Oversaw monthly teller audits, cash reports, and performance reviews.

• Set work schedules for optimum staffing and performance.

Selected Achievements:

• Exceeded branch loan and deposit goals by 60% in a highly competitive market.

• Strengthened operational efficiency by partnering with other bank units like mortgage and business banking.

• Awarded numerous Customer Service Champion Awards.

EDUCATION AND TRAINING

M icrosoft and Cisco Network Training – 03/2010

Computer Systems Institute, Skokie, Illinois

Bachelor Of Science – Technical Management – 03/2008

DeVry University, Chicago, Illinois

Associate Of Arts – Business Administration – 05/2004

Harry S Truman College, Chicago, Illinois

Cisco Certified Network Associate (CCNA), Network+, A+, MCP, HDI-SCA, HIPAA

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