Management Customer Service
Resume:
JOSEPH A. RUSSO
********@***.**.*** C:
INFORMATION TECHNOLOGY PROFESSIONAL
Network Management ( Technical Support ( Help Desk Analyst ( Call Center
Analytical & Problem Solving, Attentive to Detail
Additional areas of competency:
( NOC Level 1/2 support ( 24x7 Call Center (
System Installation
( Network monitoring tools ( Circuit Provisioning (
System Maintenance
( Work order management ( End User / Technician Training (
Desktop Support
( Hardware Configuration ( Vendor / Supplier Relations (
Project Management
( Network Infrastructure ( Application Support (
Customer Service
. Windows XP/Home/Pro/7 ( Total Quality Management (TQM) (
Stats & Metrics
. Windows 8 ( WAN/LAN Experience ( Cisco
VPN
PROFESSIONAL EXPERIENCE
PC Support Tech as needed: 12/01/14 - Present
Provided PC support break fix issues and for some private clients on
an as needed basis.
Nuance Communications, Melbourne Florida - 05/2011 - 10/2014
< Technical Support Specialist - Job responsibilities includes :
Provide advanced technical support via telephone, email and customer
site visits to external and internal customers. Provide efficient,
high quality technical support services to internal and external
customers to ensure timely response to queries, resolution of
problems, and reporting/escalation of unresolved issues.
Research, analyze, document and manage resolutions to technical,
operational and implementation issues.
I played a major role utilizing oracle to remote into personal
computers to install various software platforms for clients.
I focused on software issues working with Windows XP, Vista, and
Windows 7 & 8.
Serve as an escalation point for difficult problems and complex
inquiries.
Collaborate with second level support staff to resolve critical or
more complex problems in a timely manner. Facilitate customer
conference calls and manage the resolution of critical customer
account issues.
Superior Technical Resources via DRS Tactical (Contract Position) Melbourne
Florida - 02/2010 - 05/2011
< Test Technician - Job responsibilities testing rugged mobile computers
for the Military.
United Services Source Incorporated -- (Contract Position) 05/08 - 07/10
< Router Technician - Responsible for the configuration of Cisco 800
series routers for over 300 sites
Level two support, problem analysis and resolutions.
Played a major role with the deployment of all communication
components while working closely with logistics.
Harris Corporation Melbourne Florida -- 4/06-11/07
< Information Technician C
- Provided Level 1/2 support for the Federal Aviation
Administration Telecommunication Infrastructure (FTI) network
within the Network Operations Control Center (NOCC). Utilized
work order management and monitoring tools such as MetaSolv and
FINS (Alarm & Alert). Completed training on NetBoss, FINS,
MetaSolv, Cisco IPCC phones, Phone Etiquette, In house process &
procedures. Cisco 1/2 tier support.
- Assisted with end users level 1/2 desktop support. PC problems
isolation and resolution using remote management tools that
provides direct access to operating system utilities for
hardware and software related issues (pc configurations, faxes,
scanners, printers.)
- T1, FT1's &T3 understanding. Experience with Eastern Research/
DNX multiplexers.
- PC desktop support which consists of generating and maintaining
operating systems.
- I.E. Windows XP, Pro, Vista, Outlook and Microsoft Windows
Server 2003.
Rockwell Collins - Melbourne Florida - 2/05-3/06
< Manufacturing Technician
Mechanical assembly operations, building aircraft radios for
commercial carriers. Precision tooling such as arbor presses, drill presses
and punch down devices.
Science Applications International Corp. Satellite Beach, Fl (SAIC) 6/03-
8/03
< Assistant Product Control Manager, Network Monitoring - (Contract
Position)
- Joined test bed / pilot project for U.S. Air Force with
responsibility for network monitoring (satellite communications)
testing and support of hardware production and cabling.
Entrepreneur DBA GOLF PLUS, Palm Bay, FL - 5/99 to 2/03
< Operations Manager
- Started-up, managed and operated golf retail, custom club making
and repair business. Utilized various tools as miter saws, drill
press and frequency analyzers, and loft and lie machine. I am also a
Certified Professional Golfsmith Club maker. (GCA)
Harris Corporation - Melbourne Fl
< Sr. Network Engineering Specialist/Team Lead - 1993 to 1998
- Led 5-7 technical staff in providing 24x7 support to Harris
worldwide. Held key responsibility for ensuring network performance
and availability of wide area network (WAN). Provided vendor
coordination for installation of fiber data distributed interfaces
(FDDI) for a Metropolitan Area Network (MAN). Maintained local area
network (LAN) across corporate campus buildings. Supported the
TCP/IP connectivity for a business unit call center. Coordinated
multiple remote location network upgrade initiatives. Implemented
and managed Harris 20-20 PBX's across multiple locations.
- Job tasks included planning, installing, maintaining and relocating
network hardware including Cisco, Bay Networks and 3Com routers,
switches and hubs. Cable management and troubleshooting to computer
equipment rooms. Produced and presented monthly network availability
metrics. Primary liaison to LEC and IXC telecommunication service
providers, including AT&T, MCI, Sprint, BellSouth and KMC for circuit
provisioning. Held monthly vendor reviews, tracked monthly metrics,
addressed open issues and reviewed new technologies
< Total Quality Management Coordinator - 1992 to 1993
- Developed and implemented a formal total quality management (TQM)
program within Corporate Management Information Systems (MIS)
division. Assisted with several service improvement programs and
engineering IT teams.
Training Programs: Developed and delivered 3-day quality management
training program to 180 MIS personnel. I provided train-the-trainer
programs.
Quality Teams: Formed and oversaw 20 small teams (6-8 personnel)
tasked with TQM implementation and deployment functions. I also
furnished an opportunity to gain team buy-in.
Resource Development: Established a TQM library for staff
utilization.
Staff Recognition: Created and implemented Visions of Excellence, a
peer-to-peer recognition program to motivate and inspire team
productivity and quality commitment.
Quality Improvement Projects: Led quality teams to develop and
introduce improvements to company-wide MIS / IT systems.
Researched, proposed and gained funding for replacement of existing
ticketing reporting system. I Selected, procured,
installed, tested and rolled-out new system.
I revamped mainframe billing system applications.
I coordinated with multiple teams for the development of the new
Harris Network Management (HNM) remote network monitoring product.
< Computer Network Specialist - Palm Bay Fl - 1981 to 1992
EDUCATION & TRAINING
46 Credits toward AA, Computer Science - Brevard Community College,
Melbourne, FL
CISCO CCNA Courses, CompTia N+[pic]
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