“TELECOM IT/ NETWORKING/DIALER SYS ADMIN/ IT SPECIALIST”

WORK HISTORY

Digital Communications Technician (Contract) 09/11/2023 – Present

INTERNAL SERVICE DEPARTMENT (ISD) Los Angeles County

Installation, configuration, testing, maintenance, and repair of digital telephone private branch exchange (PBX) and key switching systems.

Installs, configures, tests, maintains, and repairs digital and Internet based communications systems, infrastructure, and equipment, including servers supporting applications such as voicemail, call recording, automated telephone attendants, and interactive voice response.

Installs, programs, Cisco Ip Phones 8800 Series, 7800 Series and Audio Codes for (MS Teams)

Pull voice and data cables as well as terminations.

Locate and Extend Dial tone for Analog fax lines using tools such as Toner, Fluke, Butt Set, Punch tools.

Provides technical assistance for telephone moves, additions, and changes.

Perform programming changes for NEC & Nortel PBX, Meridian Key systems, Cisco Call Manager, Cisco Unity, MS-teams, Cisco gateways, Zoom and Cisco Webex.

Achieved different projects such as Migrations, setting new locations, Phone moves, and disassembling Cisco equipment and old Meridian Key Systems.

Telecom Systems Engineer (remote) 03/15/2021 – 05/31/2023

RUSHMORE LOAN MANAGEMENT SERVICES

Responsible for solving hardware and software issues for all telephony assets and routinely installing updates and maintenance.

Performed daily system monitoring verifying integrity and availability of hardware server resources systems and key processes, reviewing system application and logs.

Experience with networks (LAN/WAN), patch management and server maintenance.

Coordinate with carriers to address outages and resolution to minimize downtime.

Manage telephony access for creating and revocation, workgroup and security permissions and software’s for new and terminated users.

Assist with Wireless Network issues that includes providing wireless access to guest

Create procedures, tickets, walkthroughs and test plan by using word document, PDF and video recording for documentation.

Manage call recording storage on how the recordings are allocated number of gigs and extraction upon request.

Participate and create daily and weekly meeting for system issues & plans for Infrastructure.

Provided day-to-day support to users, educating employees on troubleshooting and problem-solving protocols.

COMPLETED RUSHMORE PROJECTS:

Remediation for Vulnerable Telephony Assets

Successfully remediated hundreds of vulnerabilities for all telephony devices. Worked with vendors (Alvaria, NEC, Nvidia (NICE), Zoom, Ring Central, RightFax) to understand risk assessment and impact analysis and address outdated software or system files before applying updates and patches. Also remediated 100 Polycom desk phones for Ring Central to update TLS 2.0 and firmware.

Device Inventory

This project is to ensure that all employees have enough resources for a plan to return to office during the pandemic. Did a walkthrough to each cubicle on California office and created a mapping and inventory of 400 device by listing MAC address including headsets assigned to users using Smart Sheet.

PBX Extension/License Cleanup

In connection to the Inventory project to return to office this is a project to free up licenses to improve expenses. In conclusion, to address conflicts of devices and extensions to users that create conflicts to Contact Signatures. Validate each user status on Active Directory to manage assign and reassign extensions.

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“IT/NETWORKING CUSTOMER SERVICE SPECIALIST”

Zoom Migration for RMC Employees(Florida, Tennessee)

This project was to migrate users from On premise NEC Univerge Blue system to Zoom hosted phone solution, to help improve expenses and provide remote tool for users during the pandemic. Built a matrix to compare and test features with Ring Central vs Zoom and presented with upper management for best solution for the business. Completed deployment for over 60 users migrated to the new phone system by porting numbers, order and assign licenses, Auto Attendant setup, Voice mail. Provided documentation and training for the users.

Quality Mentor desktop client

This project is based on a solution to upgrade Supervisors and managers live monitoring tool for Quality Assurance. Successfully tested and deployed the application which also covered support for Onshore and Offshore users.

Director 7 Dialer for Black Knight

This project is an upgrade for the dialer system Director 6 to Director 7 Black knight upgrade, to which DIR 6 is end of support for Internet Explorer 11 for the dialer system to work with Microsoft Edge.

Decommissioning Telephony Equipment’s and Cable Management

This project is based on deleting sensitive information or configuration to decommissioned switches and old PBX server. Performed cable management on CA office server room and Data Center for the benefit of organizing cabling and connectivity hardware in a way that makes it easy to identify components and troubleshoot problems and make easier for repairs and wire tracing.

Telecommunications Technician 2 (Contractor) 10/2020 to 12/2020

SCIENCE APPLICATION INTERNATIONAL CORPORATION (SAIC)

Assembled Cisco WebEx conference desktops CS-DESKPRO-K9 TTC7-27 to mobile carts and CS-ROOM55-K9 TTC60-21.

Asset tag units for equipment compliance which includes Serial, Mac and hostname for specific site.

Conducted site surveys and walkthroughs to County of Orange facilities (SSA, DA, Juvenile, HCA) for port mapping, cable patching and rack and stack.

Assisted Cisco Engineers and network team for quality testing eliminate.

Worked with Project Managers and coordinators to assist senior technicians for working on SAIC projects and tickets for moving and replacing Ip phones, routers, switches.

Troubleshoot cabling and network issues.

Telehealth Project (SAIC)

Completed assembly and deployment of Webex deskpro 27 inch and 55 inch conference monitors for Orange County agencies such as Healthcare Agency, Social Security Agency, District Attorney Juvenile. This project was intended for the purpose of minimizing social contact with patients due to the COVID19 pandemic through tele conferencing.

Technical Support Engineer Level 2 05/2016 to 03/2020

NETFORTRIS / FONALITY (Culver City, CA)

Coordinate with Level 3 technicians, support managers and engineers for higher level tickets and critical cases.

Support set up and troubleshoot with auto attendant or call routing, server upgrades, RAID software and hardware, SIP configuration, T1 and analog (FXS and FXo), and record all server.

Use debugging to check logs for troubleshooting jitters, latency, packet loss.

Use different tools such as Wireshark to troubleshoot network connectivity.

Provision IP phones to Fonality servers to hosted or on prem.

Support administration for adding users assigning device, call logs, password resets.

Use Asterisk to verify on PBX and Trixbox servers for configurations edit SIP and PRI configurations.

Provide support in Fonality HUD (Heads-Up Display), queues, auto attendant, voicemail to email, call recordings.

Use Zendesk ticketing and recently Fieldpoint to follow up with customer with their related issues.

Support customers to block malicious activity on Premise server that may degrade server load and performance.

Provide customer support configuring Fonality certified router such as Cisco RV 130 and 125 – 180, Sonicwall NSA series, Dlinks, and Draytek Vigor ensure proper configurations are set for Fonality Voip.

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“EDUCATION/TRAINING/SKILLS”

CERTIFICATIONS

COMPTIA NETWORK + 10/07/2019- 10/07/2022

ID: COMP001021571609

EDUCATION

Information Technology Systems Diploma 2019

Southern California Institute of Technology (Anaheim, CA)

Bachelor of Science in Business Administration 2002

“Major in Computer Applications”

De La Salle University, College of Saint Benilde - Manila, Philippines

FORMAL TRAINING AND EDUCATION COMPLETED

þRouting Protocols OSPF, EIGRP,

þRIP

þMicrosoft Suites

þWindows Firewall

þVLAN & Ethernet LAN

þDHCP, DNS Zone & Records

þSub netting & VLSM on IPv4

þVPN & Routing

þIOS File Management

þWindows Status Update Services

þNetwork Policy Server

þWAN Link HDLC, PPP

þConfigure Spanning Tree Protocol

þWireless Controllers & Access Points

AREAS OF EXPERTISE / IT SKILLS

Cisco Call Manager, Unity

Cisco Jabber setup

Licensing Microsoft Teams Calling

Aspect Call center systems UIP, AQM, WORK FORCE

Auto Attendant, ACD, IVR

NICE(Nixidia) Recordings call extraction

Advanced knowledge for provisioning and troubleshooting Polycom, Yealink, Astra and Grand stream phones, NEC

Cable management and tracing

Good knowledge with Dlink, Sonicwall, Ubee and Cisco RV, Draytek Firewall for VOIP set up

Troubleshoot network issues, DNS, Latency Jitter and Packet loss for IP telephony

Implement QoS on customer firewall using Fonality web database for VoIP requirements

Good knowledge of operating systems: Windows Servers 2012-2016 Windows XP, Windows 7 and Windows 10,

Proficient with Microsoft suites.(Excel, Outlook, Word)

Knowledge with Windows Server domain setup, setting permissions and Active Directory roles

Familiar on configuring Cisco Network Switch VLAN, Spanning Tree, Port Security Network Security

Install/set up a domain controller and set up roles and permissions to a computer

Knowledge in Linux based Asterisk

Installation deployment for hotfixes and updates for vulnerabilities

Install and troubleshoot desktops, laptops, printers, web browsers, routers and switches.

Advanced troubleshooting with Computer hardware and software, IP telephony, Browser, Network, PBX, servers, headsets.

Utilize Zoom, Webex and GotoAssist for remote support

User Training

Team Player

NORWALK CA 562-***-**** ad3r3c@r.postjobfree.com

(MARLON DE JOYA, PAGE 3 OF 3)

MARLON F. DE JOYA

NORWALK, CA 562-***-**** ad3r3c@r.postjobfree.com

MARLON F. DE JOYA

MARLON F. DE JOYA

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