Help Desk Field Service
Resume:
Rahkiem I Byrd
*** ******** ** ** **** Bay *****
FL.
*******@*****.***
Professional Summary:
** ***** ** ********** ** the IT/Telecommunications (Telcom) industry performing systems installation, maintenance, testing, and repair for LAN/WAN Systems. Assisting and providing resolutions in a ticketed system for MS/Windows and Cisco products. Diagnoses and troubleshoots software and hardware problems and helps customer install programs and application.
Proficiency:
A+, Network+, Security+, currently completing CCNA. VOIP Support Services, Field Service Technician, Help Desk and Customer Support (Remote).
Networking: General Setup, troubleshooting and testing Cabling Terminations and configurations. Capable of fulfilling tasks and requirements, completing tasks in a timely fashion. Collaborates with teammates to support and meet customer expectations.
Employment Summary:
Northrup Grumman/ Atos
06/20 – Present
Melbourne, FL
Network Engineer Service Desk/ Support
Active Directory AD/ SCCM
Ticket management (Service Now) Reviews the trouble ticket queue to identify issues that need to be addressed Resolve’s tickets within established SLAs.
Password Reset, LAN/WAN
Reimaging Dell and HP maximize Systems up time and performance.
Provide internal IT users with network and connectivity technical support. Respond to users concerning their access to resources on the network/devices via Help desk escalations.
Instructs and assists users in the use of personal computers and networks, investigates information, network and communications needs of users.
Participates in new installations, Migrations testing and special projects as needed.
Field service assistance and resolves end user issues, establishes and maintains High level of customer satisfaction.
Bio-Reference Laboratories / K-Force
06/19 – 06/20
Melbourne, Fl.
Jr Systems Admin.
Assisted in completion of ticketing systems assignments
Password reset, call manager, grouping assignments ect.
Windows server and windows 10 updates
Printer/Printing issues and repairs
Active directory / PC Imaging/programing PC setup
Break fix Wifi and accessories, Firewall setup and switch config.
Robert Half
08/17 – 06/19
Melbourne, Fl.
Network Technician
Cut over Activity, End user support
Configuration/ Imaging and re-imaging
Help Desk Support/ Next day support
Share Point updates and Information Tracking
Outsource
07/16 – 07/17
Melbourne Fl.
Network Technician
Provides network assistance, field services, remote access.
Installation of service equipment cabling, mounting devices.
Assists clients with the necessary information to maintain service level quality.
Enhances network productivity with accurate information of servers, routers, switches, and end user support.
DRS
04/17 – 07/18
Melbourne Fl.
Test Engineer
Quality assistance engineer.
Test products in a demilitarize zone.
Equipment inspections.
Assisted Customers with product knowledge.
Harris Communication
09/16 – 04/17
Melbourne Fl.
Voice Support Service
Performed Mac Id’s on VOIP and legacy Phone systems as well a voicemail boxes.
Cisco call manager, adding phones and associating them with CTI devices.
MS excel and spreadsheets proficient Voice mail Gateways and voicemail integration.
RTMT Diagnostic troubleshooting for Call Manager and Unity.
Inventory, Configuration, Procedures and Workflow
Lockheed Martin
11/15 – 08/16
Orlando Fl.
Network Engineer 1
Field service ticket agent.
VOIP connection service / troubleshooting.
Diagnoses and troubleshoot SW/HW issues.
Applies technical knowledge to identify the root cause of customers and helps customers install applications and programs.
Addresses clients needs and concerns appropriately and promptly, escalating tickets appropriately to the Senior engineers.
Ericson/Sprint
08/15 -11/15
Maitland Fl.
Network Engineer
Triage Ticket Assessment
Serves as a first point of contact for all technical support issues.
Coordinates with technical teammates and vendor.
Detailed systems with updates and SLA expectations in a timely fashion.
Assess and coordinates for Cell Towers and Directional information.
Convergy’s
11/14 – 08/15
Lake Mary Fl.
Technical Support Specialist
ATT wireless and Spectrum Technical support agent.
Reference guidelines and procedures in a call center environment.
Service customer accounts and billing for wireless support.
Configured and troubleshooting voicemail.
Managed Online Customer Chat support/agent.
Suntrust Bank
05/12 – 09/14
Orlando Fl.
Network Engineer 1
Voice Support Services remote Technician.
Assigned tickets to FSO technicians and resolved end user support remotely.
Software installations, port swaps, coverage paths, on Avaya systems.
RDP remote access to add and remove programs, moves adds and changes.
Configuration and troubleshooting Call manager express.
Teksystems/USIS
03/06 – 5/11
NY,NY
Network Technician
Configured Network Switches based on standards provided.
Installed patch panels and terminations for cabling.
Configured Cisco and Avaya phone systems. Soft phones HW/SW
Troubleshooting and testing of IP phones and phone systems.
EMR Systems, Data Transfer, Data Center, Network Security, Voip Networks.
Bell Atlantic / Verizon
08/96 – 03/05
Installed and repaired POTS lines residential /commercial properties.
Maintained knowledge of voice and data communications and related technologies.
Configured T1 service, satellite equipment and services, and managed special projects.
F1, F2 line/facility installer
Education:
East Orange High School / E.Orange NJ 1990 – 1994 (Communications)
Kean University /Union NJ 1994 -1996 (Computer Science)
Empire Technologies / E.Orange NJ 1997 (Computer Programming)
Technology Consulting Services / NY, NY 2005 (Networking N+ A+)
New Horizons Technical School / Orlando Fl 2014 – 2019 (Recert N+ A+ Security + Currently completing CCNA)
References:
ROBERT PARDON 321-***-**** NORTHRUP GRUMMAN
JEFFEREY BENNETT 502-***-**** NORTHRUP GRUMMAN
DENNIS HARDEN 352-***-**** SUNTRUST TEAM SUPERVISOR
ANDREW RUSTBOLDT 407-***-**** NORTHRUP GRUMMAN
MACHIKO GIBBS 407-***-**** ERICCSON
TOM LUREN 407-***-**** LOCKHEED MARTIN
ALLEN FREDRICKSON 321-***-**** LOCKHEED MARTIN
LAWRENCE DAVIS 407-***-**** LOCKHEED MARTIN
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