Desktop Support Manager
Resume:
Walter Jackson
Vallejo, CA *****
*******@*****.***
SUMMARY:
To obtain a position as Telecommunications Analyst/Technician
I have experience in many different fields of Telephony. Analog line as well as cabling connectivity, PBX Systems (Norstar, Nortel Switches),
Cisco, Cisco Call Manager, CUCM, VOIP technology. Also experienced in network cabling, fiber optics, network cabling design and implementation, termination, testing, troubleshooting and repairs
EDUCATION/CERTIFICATION:
Nortel, Broadvox Hosted Communications the convergence of VOIP, voicemail, instant messaging and presence, audio conferencing, video calling, web collaboration and fax messaging.
Sl00 PBX switch, performing system backups, routine maintenance
NICE logger support
IPC MX System, Alliance Turrets (Trading Floor)
Nortel Meridian Option 81 Administration, Installation and Maintenance
Nortel Meridian Voicemail, Call Management system reports (CMS)
BARS/NARS Nortel
Avaya G3R, IntuityAudix voicemail (Administration, Installation and Maintenance)
Avaya World class routing
Rolm Siemens 9751, and Rolm Phone mail
OCTEL ARIA 250/350 Voicemail system
Certification in Administration and Maintenance
DE ANZA COLLEGE, Cupertino, California - Fundamentals of Electronics
Telecare Corporation ( Insight Global 2 week assignment) 1/2020 – 1/2020
Telecom Analyst
Alameda, CA
· Manage all break/fix ticket tracking and escalation to ensure service 1SLA’s are met. That would include coordination with Continuant (Telco vendor), NetSmart (Helpdesk and NOC vendor), and the resources at the Telecare program as well as ticket monitoringand close out upon problem resolution.
· Responsible for service provisioning and coordination with RSA’s, (Regional Support Analysts) NetSmart (Helpdesk and NOC vendor), Continuant (Telco vendor), and vCOM (Invoicing and ISP provisioning vendor) for telecom service provisioning for start-upprograms and decommissioning of service and equipment for programs that are closing as needed.
· Knowledge of NEC PBX/Voicemail and VoIP Technology (8X8, Mitel, ShoreTel)
· Can remote into the systems and perform the following tasks:
· Update phone display
· Reset Voicemail boxes
· Forward voicemail to email
· Other basic Telecom Analyst tasks
Sales Associate/Stock 5/2019 – 7/2019
Dollar Tree Store
Vallejo, Ca
Stock Shelves, clean Isles and assist customers with store products.
PROFESSIONAL EXPERIENCE:
Delta Dental (Contract with Verigent) 2/2016 – 9/7/2018
Telecom Technician
San Francisco, CA
Supported PBX Nortel Meridian Option 81,and Voicemail support
Duties: Programming phone s and voicemail, add moves and changes
Trouble shooting phone issues, hardware as far as software.
VOIP phones used were Audio Codes 405 and Polycom devices 601, 411 and 410 phones
Converting from PBX to VOIP platform, setting up new voip phones, patching in phones to appropriate data network connection.
Configuring phones with assigned IP addresses and maintaining inventory of locations of users and maintaining mac addresses phone.
Training new users on VOIP phones, voicemail usage, assigning extensions, instructionon dialing patterns.
Trouble phone problems, network connections, dialing issues. Adding periperals, add on modules for additional lines
Setting up Polycom Trio speakerphones, configuring each unit and testing, assisting with teleconference meetings.
Assisted with moving the company from the San Francisco Location the new Oakland location, approximately 500 user move.
Reconnecting all phones and peripherals.
EMR CPR LLC 10/2015 – 1/2016
111 North Market Street Ste300
San Jose, CA 95113
On call Tech
Setting up workstations, disconnect and reconnecting during small and large office moves,
Testing Video conference equipment.
Delta Dental (Contract with Verigen) 9/2015 – 10/2015
Telecom Technician (1 wk coverage and 2 wk coverage)
Reported to Albert Ha
Supported PBX and Voicemail
AC Transit 04/15 – 12/2015
Contract Through Wollborg/Michelson Inc
Telecom Administrator/Coordinator
Oakland, CA
Cisco VOIP / Unity Voicemail
CUCM system, Cisco Call Manager, Version 9.0
Managing data communications networks, local (LAN) and wide (WAN) area networks
Supporting, maintaining, and configuring Cisco network equipment and operating systems
Experience with Route Lists, Patterns, Hunt Groups and Global Directory administration Responsible for communication services such as instant messaging (chat), presence information, voice (including IP telephony), mobility features (including extension mobility and single number reach), audio, web& video conferencing.
Knowledge of Ethernet network topologies both LAN and WAN
Cisco Unified Communications Manager 8.x administrative experience
Knowledge of basic telephony principals and VOIP protocols
Perform routine system administration tasks including OS and application patches, upgrades and backups
Wells Fargo Bank
Contract through Verigent LLC, 09/29/2014 to 2/10/2015
Nortel CS-1000, Options 11-81, Call Pilot Voicemail server
Inventory management of Conference room hardware/software
Desktop Support /Support for Audio/Video solutions.
Installation/maintenance on Nortel Equipment
MAC work (moves, adds, changes)
Judicial Council of California, Administrative Office of the Courts 02/2012 – 05/2014
San Francisco, CA 94102
Contract through, AppleOne and then Tempositions both agencies located in San Francisco
Telecommunications /VOIP Technician
Responsible administering add/moves and changes and voicemail, utilizing the Cisco Unified Communications Management System.
Call Manager Version: 8.5.1.13042-1r
Think and operate as a team player, extremely strong communication skills, both written and verbal.
Experience in managing VoIP system services and similar support provided in a client/vendor relationship.
Operate as independently or as part of collaborative effort supporting users and solving issues.
Inventory management of Conference room hardware/software
Desktop Support /Support for Audio/Video solutions.
Capable of mentoring others and lead by example, demonstrate strong project leadership and ability to develop.
Strong working relationships with customer technical personnel, a proven track record of project delivery results.
Call Manager and Unity Connection, installation, troubleshooting
RESPONSIBILITIES
Perform as the first level support for the telecommunication's moves, adds, and changes.
Perform as the first level support for troubleshooting the major and minor telecommunication issues, including but not limited to troubleshooting and repairing voice servers, telephones and telecom peripheral equipment.
Provide consultation and training on policies, procedures, and operational activities to the employees.
Provide second level support for Appellate Courts on the VOIP System.
Determine telephony vendor and procures services with the vendors.
Verify orders with the requesters, and ensures account codes, billing and service addresses are correct.
Maintain all accounting system, and provides back-up support to the lead telecommunication specialist.
Act as liaison between Administrative Office of the Courts, Courts, and the telecommunication vendors.
Maintain phone database, Court Transfers and Orders Database, Call Detail Reporting Software Database, and the Phone Inventory.
Order conference lines, and provides support for the system-compatible headsets.
PILLSBURY WINTHROP SHAW PITTMAN LLP 04/02 – 02/2012
Telecommunications Analyst and Desktop Support
San Francisco,CA
Project coordinator in conversion of Nortel Meridian Option 81 PBX to Nortel VOIP system platform.
Inventory all existing phones and peripherals, ensure users existing phone programming was saved.
With the use of an Excel spreadsheet, user, phone, and cabling location are documented.
VOIP installation, testing and trouble shooting
Perform all add/moves and changes to VOIP phones.
Training users on the VOIP soft phone application, as outlook interface.
Voicemail and phone instructions are trained to all users .
Working knowledge of voice services (DID, SIP, POTS, PRI, MPLS, etc.)
Respond to the needs of both Internal and External customers.
Administering user accounts and VPN access in our Windows AD environment
Quickly diagnosing and fixing end user problems such as spyware infection, system slowdowns, lost data, access failures, and missing or halted applications
Assisting in the selection and installation of end user software.
Providing break/fix support, open cases with manufacturer support as needed, relocate systems and have new systems ready for deployment for new hires on their first day.
Maintain up-to-date documentation and publishing; where applicable.
Experience supporting mobile devices in a corporate environment (iOS, Android, Blackberry, Windows Mobile)
OTHER EXPERIENCES –
Desktop support,
Assist court users with PC, server, network and software problems.
Package, test, deploy and update software.
Create and maintain desktop images
Perform routine network and PC installation, troubleshoot, maintain and resolve any related
Identify user training needs, develop and deliver technical training
Set up all video and audio conference calls.
Video conferencing equipment both Polycom and Tandberg systems.
Setting up PC workstations,periperals ie; Monitors, keyboards,mice and connecting to network.
Adding assigned printers, setting up user accounts.
Remedy trouble ticketing system.
Experience working with floor plans and cable specifications.
Excellent written and verbal communication and customer service skills with superior troubleshooting skills.
Contact this candidate