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Engineer Technical Support

Houston, Texas, United States
January 05, 2017

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**** ******* **** **.

Houston, TX *7086

(713) ***-****

CAREER FOCUS: Wireless Engineer, Network Engineer, or IT Support Analyst.


University of Houston – B.S. in Technology, 05/2001. GPA: 3.48/4.00.

Major: Information Systems Technology.

Minor: Computer Engineering.

Cisco Certifications: CCNA, CCNA-Wireless, CWNA, CMNA


• DNS/DHCP Servers, Active Directory, SMS Server, Exchange Server 2010.

• Windows 7 / 8.1 / 10, Microsoft Lync, SharePoint, and Office 2010 / 2013.

• Citrix XenApp 7.6, Allscripts, SecureDoc, PGP, Bit Locker and Bomgar.

• Avaya OneX, Avaya IC, Avaya CMS, SCCM, MDT, WinPE, Ghost Tools.

• 2702, 3702, and 3802 Access Points, VPN Client, LAN/WAN, TCP/IP.

• Cisco Routers/Switches 2800s, 2900s, 3500s, 4948E, 4500s, and 6500s.

• 802.11a/b/g/n/ac, WLC 5500s, LWAP, Cisco Prime, AirMagnet/Ekahau Tools.

• Chanalyzer, RF Troubleshooting & Design, Active/Passive/Predictive Surveys.


GDT – Houston, TX 07/2015 – Present

Wireless Engineer

• Analyze wireless LAN network performance and make recommendations.

• Establish documentation standards and practices for wireless LAN networks.

• Troubleshoot wireless LAN problems with little or no supervision.

• RF Design, RF Survey/Engineering and RF troubleshooting skills.

• Thorough understanding of WLAN technologies including knowledge of

wireless technology 802.11 b/g/n/ac.

• Conduct Passive/Active/Predictive WiFi site surveys.

• Configure and install wireless access points and wireless controllers.

• Use Chanalyzer and Device Finder to track down devices that are interfering

with wireless network, like cordless phones, wireless video cameras, and other

analog devices.

UTHealth – Houston, TX 04/2013 – 07/2015

Systems & Applications Specialist

• Troubleshot and resolved VPN connectivity, hardware/software and network

related issues.

• Performed hardware and software moves, adds and changes.

• Diagnosed desktop, laptop, scanner, and printer problems to determine the

course of recovery action and implemented the needed solution.

• Responded to customers needs, questions and concerns in a professional,

accurate, effective and timely manner.

• Installed/pushed various applications, security updates and encryption

software on desktops and laptops via SCCM Client Center.

• Ensured that all work processes were properly tracked through the HEAT

ticketing system .

• Performed Windows imaging on desktops and laptops by using MDT and

SCCM tools.

• Shared technical and processed knowledge with team members and provided

technical direction as appropriate to associate team members.

• Occasionally worked with vendors and equipment providers.

Avanade – Austin, TX 12/2011 – 04/2013

Deskside Support Analyst

• Setup, maintained and troubleshot desktop and notebook computers.

• Performed manual software install as well as security updates push to


• Provided additional support to other teams such as A/V, Projector and

networking issues.

• Created a high level of user satisfaction through accurate timely follow up,

strong technical skills, good customer communication and relationship building.

• Collaborated with other IT personnel/departments for escalation, knowledge

transfer, and joint tasks and to establish standards, procedures and projects.

• Assisted remote users with VPN connection, RDP and technical-related issues.

• Troubleshot on site/off site hardware, software, Avaya phones, and printers.

UTHealth – Houston, TX 09/2008 – 07/2011

Network Engineer

• Administered the operation of all LAN/WAN-related network services according

to company policies and procedures.

• Maintained secure transfer of data to multiple locations via internal and external


• Worked with vendors, clients, and technical staff on network implementation,

optimization, and ongoing management.

• Coordinated and implemented Cisco network software and hardware upgrades.

• Troubleshot and resolved LAN performance, connectivity and related network


• Assisted other IT departments with network related issues via emails, phones

and Heat tickets.

• Configured and installed layer 2 and layer 3 network devices.

• Conducted wireless site survey to determine the number and placement of

access points that provided adequate signal coverage throughout a facility.

• Managed WLAN Controllers WiSM2, IOS AP, and Cisco WCS Servers.

• Designed and implemented Guest Wireless Access Services.

Accenture - Houston, TX 10/2005 – 08/2008

Deskside Support Analyst

• Assisted Network Administrator with supporting, monitoring, testing and

troubleshooting hardware and software problems pertaining to LAN.

• Managed and updated ValueWeb to keep track of Accenture assets.

• Coordinated with the Falicity and Services staff to install and setup network

connectivities for client meetings.

• Resolved technical-related issues associated with desktops, laptops,

and network printers.

• Deployed workstations with configuration and installation of customized image

to suit business needs.

• Helped end users troubleshoot and diagnose hardware and software issues

via email, phone and BMC Remedy System.

• Ensured proper documentation, tracking, escalation, and follow-up of all


• Successfully participated in Network Transformation Program, including

VoIP implementation, installation of routers/switches and cablings.

SwankSoft Technologies - Houston, TX 09/2002 – 09/2005

Lead Technical Support

• Responsible for analyzing and resolving complex hardware and software

problems associated with desktop and laptop PCs and peripherals.

• Managed users/group accounts as well as created and maintained security

permissions in Windows 2003 Active Directory.

• Consulted with the Programming staff to determine, update and test in-house

software products.

• Provided internal user support with configuration and installation of PC


• Assisted customers to troubleshoot and diagnose software-related issues via

email, phone and Web-based Support Forums system.

• Maintained and administered Domain Server, Storage Server, Network printers

and VPN.


• Create security tools in Visual Basic language to protect computers against

spyware/adware and back-door trojans.

• Football, Basketball and Ping Pong.


• Professional and personal references will be available upon request.

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