Support Specialist Technical
Resume:
Woodbury, TN *****
Cell: 629-***-****
Email: ad4vs3@r.postjobfree.com
BERNAL, RAMON A.
OBJECTIVE
Looking forward to find a position where I can I apply my knowledge and experience in Information Technology and Telecommunications, as well as being part of a team that works together to meet the Vision and Mission of the company.
PROFESSIONAL ACHIEVEMENTS
Employee of the Month (January 2002)
SKILLS
Bilingual (English / Spanish)
EDUCATION
A.A.S Degree in C.I.S. Computer Programmer
El Paso Community College
P.O. Box 20500
El Paso, TX 79998
EFERENCES
TRAY JONES (DYOPATH)
IT Service Center Supervisor
MOBILE: 915-***-****
ad4vs3@r.postjobfree.com
SCOTT PARKIN (GRANITE TELECOMMUNICATIONS)
Epik Bridge Supervisor
MOBILE: 714-***-****
ad4vs3@r.postjobfree.com
FRANCISCO MORALES (DYOPATH)
IT Service Center Manager
MOBILE: 512-***-****
CHRIS LEONARD (ACADIA)
IT Manager
MOBILE: 615-***-****
WORK HISTORY
Jun/2022 – Jan/2024
Broadband Activation Coordinator
Granite Telecommunications
237 W Northfield Blvd, Murfreesboro, TN 37129
Ensure successful broadband communication by coordinating and directing technicians to accurately connect the communication equipment, as well as coordinating with the carriers to activate and ensure high quality circuit performance.
Guide the Technicians to find the carrier circuit handoff
Provide instructions how to connect the circuit handoff to the provided Granite router (for On-net circuits)
Instruct the techs how to connect and configure their laptops to test the circuit (for Off-net circuits)
Perform troubleshooting and diagnose when connection doesn’t get stablish
Provide the IP addresses and configurations to test or establish router communication.
Contact carriers to determine the circuit functionality and configuration
Troubleshoot in conjunction with the carrier to stablish communication with the circuit and the router.
Modify router configuration to match the circuit. (except cisco routers)
Work the tickets in Cornerstone ticketing system to note progress, follow status, as well to give closure to a given activation order.
Follow up the pending tickets until resolution or closure is met.
May/2021 – Jun/2022
IT Support Analyst II
Amazon
6060 Golden Bear Gate
Mt. Juliet, TN 37122
Allocation, maintenance and troubleshooting of IT equipment used in Amazon Operations facilities.
Handled support requests and procedures across the network.
Assist in training new hires.
Continuous learning of new technologies.
Ability to support customers from multiple buildings in the area, as well as remote customers.
Troubleshooting integrated and interdependent computer systems.
Maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals.
Ability to prioritize work based on department and production objectives
Ability to work, prioritize and make decisions independently in a fast-paced production environment.
Mar/2021 - May/2021
Service Desk II Analyst
Acadia Healthcare
618 Grassmere Park
Nashville, TN 37211
1st point of escalation from Service Desk Analyst 1 for network related support issues.
1st point of escalation from Service Desk Analyst 1 for endpoint and server related support issues.
1st point of escalation from Service Desk Analyst 1 for telecom related support issues.
1st point of escalation from Local Facility IT teams for related support issues.
Primary point of handling: Creation, updating closing outage notifications.
Assist with network equipment deployments.
Create and administer network and telecom related documents and diagrams.
Create and administer other IT related documentation.
Work on projects under the direction of a Corporate Project Manager and complete assigned tasks.
Identify IT related security and safety needs and issues.
Maintain skills by attending related training and performing research.
Able to train users, in person and remotely, on basic computer usage.
Monitor performance and availability of systems with active and manual tools and processes.
Interface with associated IT staff.
Travel and Interface with external and/or internal locations in support of primary duties.
Evening and weekend off hour activities as required.
Nov/2010 –Mar/2021
Service Desk II Analyst
Dyopath
100 N. Stanton
El Paso TX 79901
OFFICE: 915-***-****
- Assists over 1000 clients with troubleshooting of desktops, servers and network devices.
- Support over a 100 Tough Books for Linemen, Fleet, and Relay among other departments
- Remotely troubleshooting client issues or being onsite at a client office, providing IT support and excellent customer service.
- Professionally respond to telephone calls, emails, and web-based service requests.
- Installations or replacements of various hardware components, software repair, diagnostic testing.
- Troubleshooting and repair of PC’s as required
- Installation and software upgrades
- Installation of hardware and peripherals over the network
- Maintain PC hardware and software
- Maintain and Troubleshoot printers
- Troubleshooting on videoconference equipment
- Provide friendly, courteous and quality support for clients.
- Follow a service ticket through to its completion.
Oct/2004 – Nov/2010
Systems Analyst
Dekko Global
145 Inglewood Dr.
El Paso TX 79927
- Installation and software upgrades
* Win XP, Win 7 etc.
* MS-Office 2007, 2010
* Virus detection programs
* Client Access
* Lotus Notes
* Producview and Voloview, Etc.
- Installation of hardware and peripherals over the network
- Maintain PC hardware and software
- Maintain and Troubleshoot label printers
- Maintain and Troubleshoot of RF scanners
- Troubleshooting and repair of PC’s as required
- Coordinate the acquisitions and installation of communication links (point to point)
- Installation of cable CAT 5 or Cat 6 as needed
- Support to production machines driven by a PC
- Troubleshooting on videoconference equipment
Nov/99 – Oct/2004
Systems Administrator
Savane International Corp
11 Runway, St.Teresa, NM 88008
505-***-**** Ext. 7771
Administration of NT 4.0 and 2000 servers including:
MS-Exchange (and email clients)
RAS
Home Directories
Internet Host Access
Managing user accounts and services
Configuration and support for network resources
General backup of all systems
Administration of AS/400 system
Administration of AS/400 system PTF’s and backups.
Adding and removing user accounts as needed and access control
Add, remove and configure printer and peripherals (by Twin X and LAN TCP/IP)
Monitoring messages, subsystems and problem codes.
Administration of PBX and Audix
Phone assignation, installation and removal
General PBX administration.
Configuration of different phone features
Administrating voice mail access
Run periodic backups
Installation and software upgrades
Windows 95, 98, NT 4.0, Win 2000(workstation and server), and XP
MS-Office 97, 2000, and XP
Client Access, and Extra 2000 for AS/400
Showcase (Query)
Virus detection programs
Etc.
Installation of hardware and peripherals over the network
Maintain PC hardware and software
Maintain and Troubleshoot label printers and RF scanners
Troubleshooting and repair of PC’s as required
Provide support for Rapid stand conveyor system.
Contact this candidate