Technical Support Service Desk
Resume:
Alfred Michael Davis
ad0p7a@r.postjobfree.com
Summary of Qualifications
●Able to drive complex technical problems to resolution.
●Successful experience in large volume network enterprises.
●Extensive experience with 2nd/3rd level technical support in high-paced environments.
Skills Set/Knowledge
●Troubleshoot and configure Cisco routers and switches (Cisco 65xx, 29xx, 36xx).
●Protocols: (BGP, MPLS, OSPF, EIGRP, IS-IS, HSRP).
●Monitor new technologies using a wide variety of software tools: SMARTS, NetCool, 4G
●Provide Network Management via incident repair/maintenance tickets (Remedy).
Experience
Service Desk Level 1
Wipro Technologies Client US Foods 07/14/2022- present
Monitor the IT Infra structure for its availability, capacity usage, hardware and OS errors and failures.
Handle first-level incident / problem determination and resolution on a 24x7 basis.
Service incidents and queries within the agreed service levels.
Timely escalation of incidents to higher levels when required.
Log file monitoring for errors.
Perform daily, weekly and monthly proactive housekeeping and monitoring activities Vendor co-ordination, Perform basic Service Requests based on Standard Operating Procedures.
Follow quality / security process defined for the engagement.
Live Support – Subject Matter Expert 08/25/2021-06/27/2022
Cognizant Technology Solutions 1130 N. Alma Sch. Rd
Mesa, AZ 85201
Monitor threads as POC and act as liaison to client’s relevant departments
Responsible for creating documentation and updates
Provide feedback for staff development and growth
Adjudicator 5/25/2020-07/15/2020
State of Arizona – DERS 515 N. 51st Ave.
Phoenix, AZ85043
Network Operations Analyst 02/2001 - 12/2018
Wells Fargo & Co. 1305 W. 23rd St. Tempe, AZ.85282
●Support companywide voice/data communications systems.
●Provide advanced technical support at 2nd level.
●Served as subject matter expert or mentor to helpdesk & 1st level analysts.
Major Accomplishments
Selected by GTECH CORPORATION to train up 106 field techs on how the troubleshoot circuit issues at remote lottery sites after the California State Lottery upgraded from an analog network to a digital network. Evaluated and selected test equipment of Fluke Multimeters, butt sets, and instructions on making loopback modular plugs and trained 106 technicians, total cost $6207 saved untold telco billing costs from Pac Bell for misdiagnosed demarcation charges.
Selected by GTECH-California Director Timothy Nymon to serve as Liaison to Racal Network Services and British Telecommunications in the implementation and startup of the United Kingdom’s National Lottery called Camelot. Worked with Camelot Project Manager Mark Brett. Worked with Racal Network on the network’s X.25 packet switching backbone Layer3; and British Telecom for last mile cross-connections Layers 1 and Layer2 trouble tickets for remote retail lottery sites throughout the U.K.
1996-1999 worked as a Data Support Engineer for MCI Telecommunications Inc., my Lead was Russell Cunnius (now with Verizon). Worked all MCI data/voice products as a circuit tester resolving end-to-end trouble tickets for customers.
Online Technology Courses and Self-Training Current
●Cisco Network Programming Basics (https://developer.cisco.com/video/net-prog-basics/).
●Convergence of Wifi 6 and 5G (cisco.webex.com/recordingservice/sites/events-cisco/recording/)
●Pending CCNA exam v1.0 (200-301) TBD
Education Arizona State University
pending one course for completion of B.S. credit requirement
References:
Yesenia Trevino
ad0p7a@r.postjobfree.com
Jean Moncayo
ad0p7a@r.postjobfree.com
Patrick Liberto
ad0p7a@r.postjobfree.com
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