TECHNICAL SKILLS

Versed in various internet options, Microsoft Office XP/2000/2007/2010, Fireworks CS5, Dreamweaver CS5, Flash CS5, Photoshop CS5, After Effects 5.5, LAN, WAN, VPN, DHCP, WLAN, DNS, Packet Capture Analysis, TCP/IP, FTP, NTFS, Windows 2000/2003/2008, Windows XP / Vista / 7 / 8.1, Ubuntu 13.10, Mint 16, Backbox, Backtrack, Virtual Box, VMWare, Wireshark, Microsoft Visual Basic, JavaScript, C++, SQL, and HP Quality Center, TEMPS (Inter, Intra, IRAT, and Stationary), JDSU, and NEMO (Stationary and Mobility), iOS, MacOS, and VoIP.

PROFESSIONAL EXPERIENCE

8x8, Inc April 2016 - Present

Technical Support Representative

Resolve technical issues associated with 8x8’s hosted communications products via phone, e-mail, and/or chat.

Service assigned customers to meet all of their technical and account management requirements.

Meet or exceed customer satisfaction and productivity metrics.

Troubleshooting installation, configuration, quality of service, billing, and how-to application issues.

Record all customer interaction in a CRM and escalate complex or product bugs.

TransCore Dec 2014 – June 2015

Technical Support / QA Tester

To test the toll system, vehicles are needed to go under the gantry and the system will register the transaction.

As a QA tester, I make sure the system is pulling the transactions. IF the transaction is an ETCX (Vehicle has a transponder), the system should dump the images.

IF the transaction is a Violation (Vehicle has no transponder), the system should provide 2 front images and 2 rear images.

The system could be a Linux or a Windows system. Sometimes, I have to troubleshoot the registry or reconfigure it to get the right result. When I got an error, I should pull the logs from the Linux server or the Windows server to be analyzed.

Avion Systems Inc. May 2013 – July 2013

Technical Support / RF Engineer

Running different tests for 4G LTE Network using TEMPS, JDSU, or NEMO software. Using a Laptop, 3 Cell phones and several antennas.

Investigate Single Site Verification (SSV) and Multiple Sites Verification (MSV)

Tests Running: Stationary, IRAT, INTER HO, Cell Reselection, and Mobility (2 or 3 cell phones, with a script one cell phone is calling the other, a radio station is calling one of the cell phones, pinging one of the servers, and testing the speed of the network. While testing for Mobility, make certain that all cell phones are in 4G LTE Mode.)

Make sure TCP UP, TCP DL, UDP UL, UDP DL, PUSH, MSC DL, and, MSC UL have the required RSRP value when testing. If not sites need to be reset or reconfigured.

Omnicomm Inc. Dec 2011 – Oct 2012

Clinical Developer / Technical Support

Using JavaScript to develop and maintain clinical trial studies from initial build throughout the entire project life cycle and create import and export for the studies.

Train clients how to use the software, how to collect data, and how to input data via import, or how to extract data via the export feature.

Create a secure connection for developers to work from home and a secure environment for clients to test and interact with the final product.

Disaster Recovering Planning (Infrastructure to support staff communication,

Infrastructure to support customer service telephone and email, Infrastructure to access servers remotely, Recover and restore lost data (DB backup and restore procedures), Establish client communication for ongoing projects)

Regulations, Legal, and Compliance (Train staffs how to handle clients' sensitive documents, before working on a project, staffs have to read and sign documents to protect clients' private data and satisfy HIPAA and security compliance requirements.)

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Fast Computer Training July 2010 - October 2011

Help Desk Analyst

Ensure that the network is up and running with no interruption.

Maintain the domain controller and active directory.

Administer and monitor 50 users.

Add or delete users.

Make certain that everyone is able to print through the network printer and use network resources.

Help desk Support - troubleshoot and maintain desktops and laptops, help users with questions or computer issues via telephone, email, or in person, document resolution, and record requests in a ticketing system, complete users' requests and document resolution.

Ensure that the servers are backed up daily.

Freelance May 2010 - July 2010

Technical Support

Assist customers in configuring outlook, changing computer settings, and using software.

Troubleshoot and repair small business' computers and laptops.

Install software and assist customers how to use it.

Install printers and small networks.

Install and configure wireless routers and printers.

Design websites using Photoshop and Dreamweaver.

ECCN, LLC Aug 2007 – May 2010

DSL Field Tech / Technical Support

Install and troubleshoot new lines for new telephone services or DSL services.

Install, configure, and troubleshoot new modems or new routers.

Ensure that customer is able to surf and check emails in a secure environment.

Troubleshoot and repair computers, laptops, or network issues.

Configure Router for the network and ensure the network is secure and wireless is enable.

Ensure that two or three computers are able communicate and share files and printers.

EDUCATION

May 2014 – Present: Western Governor University

Master of Science, Information Technology Network Management

Jan 2013 – May 2013: New Horizons

Training: Network +, A+, Windows 7 Configuring, and Server 2008

2009 – 2011 : Barry University

Bachelor in Information Technology and Network Systems Engineering

2000 – 2003 : Miami Dade Community College

Associates in Art Computer Science

Associates in Science Web Design

RELATED COURSES

Telecommunications and Computer Networks

Windows 7 and Windows Server 2008 Network Infrastructure Configuration

Cisco

Linux Operating System

Server Operating

CompTIA Network +

CompTIA A +

Cryptography

Computer and Network Security

CERTIFICATIONS

Network +,

A+ (220-701),

Win 7 Configuring (MCP)

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