Information Technology Technical Support

Objective:

Utilize and improve my skills in a position within a growing organization where I will contribute to the growth and success of a driven organization in a competitive business environment.

Qualifications:

11+ years of experience in customer relations, telecommunications, and technical support help desk.

Proficient with Microsoft office suite, Microsoft CRM Dynamics, and Windows Operating Systems/Hardware.

Experience with Cisco CCNA networking; network layout, devices, and the IOS system.

3+ years of management experience.

Experience with Voice over Internet Protocol software and hardware.

Education:

Bachelor of Science, Business Administration Graduated August 2010

California University of Pennsylvania

Concentration in Information Technology Management.

Specialized in CCNA Cisco Networking (in progress)

Experience:

Full-time Senior Network Operation Center Technician January 2011 to Present

GTT [Global telecom & Technology] (Formally Airband Inc, UNSI)

Configure network equipment remotely for various clients. Such as modems and Cisco devices.

Inbound/ outbound calls record and diagnose network issues.

Monitor large scale Fiber Optic Networks for outages and resolve outages with partner ISPs.

Schedule, prepare, and implement maintenances for Fiber Optic Networks of partner customers and provider partners.

Assist management in planning and execution of processes.

Mentor and train junior colleagues.

Seasonal Information Technology Internship January 2010 to May 2010

Synaptics Systems Incorporated

Research and development of Microsoft’s Dynamics Customer Relation Management (CRM).

Developed a cloud networking presentation for company associates to present to potential clients.

Obtained understanding of company topology in its private cloud network.

Repaired client equipment.

All-season Information Technology Internship July 2008 to July 2009

Pennsylvania Department of Transportation

Maintained and assisted user accounts.

Serviced and maintained Hardware equipment (All types of printers, faxes, servers, PCs, etc.).

Installed and supported a wide range of software for all PennDOT departments.

Installed and prepared Telecommunication meetings.

Participated in equipment and software roll outs along with maintaining inventory.

Technical Support Agent September 2005 to April 2008

Teleperformance

Trained and utilized Peoplesoft.

Assisted customers by telephone and chat developing skills to appease irate customers developing social skills.

Trained & provided technical phone support in Voice Over Internet Protocol for Provider Sunrocket Inc.

Trained by Apple certified employees and provided technical phone support. Obtained certificate.

Supported IPod, IPhone, Apple desktops, and Apple notebooks.

Environment:

Routers/Firewalls/Switches: Cisco, Juniper, Canoga Perkins, Adtran/Netvanta,

Operating systems: Windows OS, Apple IOS

Wireless technologies: POE injector, dragonwave radios, Ubiquiti radios

Monitoring systems: Nagios, Solarwinds, Insight, Vantage, and several other proprietary monitoring tools.

Miscellaneous: Configuring VLAN tunnels, Tag and locate phone lines and dsl circuits on a patch panel

Contact this candidate