Telecom/Desktop Support

GARY L. BECKER

H: 520-***-**** C: 520-***-**** ***********@*******.***

INFORMATION TECHNOLOGY PROFESSIONAL

Dynamic, versatile IT professional with 20+ years of experience in all aspects of PBX/ACD, telecommunications, contact center, network operation & level 2 desktop support. Extensive expertise in installation, configuration, maintenance, upgrades, and diagnosis repair of telecom and network components/systems across a wide-array of industries. Exceptional technical skills combined with proven ability to troubleshoot, manage and maintain systems on a global scale while documenting processes to analyze and resolve problems. Expert at implementing processes that improve efficiency. Demonstrated management skills that enhance productivity and performance. AREAS OF EXPERTISE

●PBX/ACD/IVR/Voice Mail: Administration and MAC ● VoIP, TDM, SIP ● User Training, Help Desk, Incident Problem Management, Site Documentation ● Network/Carrier Systems ● XP, WIN7,8,10, Windows Server ● Unix/Linux Systems Support ●Certifications: MCSE, CompTIA A+,CIW, FCC General ●Cisco CUCM, Cisco Unity ●Avaya S8700, G650 Gateways

● Avaya CMS, 800# Routing, VDN, Vectors ● Analog/Digital Microwave, SoNET ● Cabling, Configuration, Implementation

● Troubleshooting ● Hubs/Switches, WIFI ● Windows Administration PROFESSIONAL EXPERIENCE

Modus, Tucson, AZ

Desktop Support Analyst, 2/2020 – present

Coordinated imaging & shipping of desktops for re-population of global call centers

Inventory and asset tracking & control

Robert Half, Tucson, AZ

Desktop Support Analyst, 8/2020 – 2/2021

Coordinated successful imaging of laptop & desktops for re-populating of call center

Desk-side software and hardware problem resolution of business applications and systems AP Professionals, Phoenix, AZ

Telecom Analyst, 12/2018 –7/2019

Coordinated successful phone build/ installation of new 9 story hospital

Cisco callmanager 9.1.2, Cisco Unity manager 8.6

Move, Add and Changes, including break/fix

Database/documentation creation, maintenance and update

Interface/support with corporate and local departments regarding telecommunication needs LANDCAR MANAGMENT LTD, Tucson, AZ

Field Services Technician, 10/2016 – 12/2018

Installation and hardware/software support for Larry H. Miller auto dealerships

Configuration of desktop peripherals and network technologies

Desk-side software and hardware problem resolution of business applications and systems

Cisco Meraki Wi-Fi and Ipad & Surface Pro configuration and support

Interface with corporate IT groups and help desk support center SELF-EMPLOYED, Tucson, AZ

Independent Contractor, 08/2015 – 10/2016

Wordpress/web site installation & maintenance

Windows 7, 8.1, 10 hardware and software install/upgrade/refresh, printer refresh

Desktop software and hardware support, including break/fix GARY L. BECKER

H: 520-***-**** C: 520-***-**** ***********@*******.*** HEWLETT-PACKARD ENTERPRISES, Tucson, AZ

Level 2 Network Infrastructure Support Analyst, 09/2014 – 07/2015

Led efforts as resource partner for global desktop, infrastructure and application support

Delivered 2nd-level technical support for global IT infrastructure supporting 250K+ employees

Troubleshot hardware, software and connectivity issues for Windows environment

Provided support for remote VPN access and supported IT systems, application, monitoring tools and techniques using expertise in server concepts, programming, and development frameworks

Executed Windows 7 hardware/software refresh of 1800 desktops CITIGROUP, Tucson, AZ

Telephone Infrastructure Manager, 04/2004 – 09/2014

Implemented new corporate contact center and systems, including Avaya S8700 PBX and gateways, Intuity Audix Voice Mail and Call Management System (CMS).

Managed configuration, monitoring and management of 2300 seat call center. Manage site conversion to Voice over IP (VoIP) and assist with 4 additional locations

Performed move, adds and changes (MAC), VDN/vector programming and call routing.

Conducted hands on troubleshooting of TDM/ VoIP and routing in a call center environment. Created supporting documentation and operation processes

Provide support for LAN/WAN network Infrastructure, remote access and off-shore business partners. Conduct end user feature training

SELF-EMPLOYED, Tucson, AZ

Consultant, Contractor, 08/2000 – 04/2004

Managed administration of NTWin2k, Exchange and IIS infrastructure networks

Boosted performance and ensured high levels of customer satisfaction

Worked collaboratively among cross-functional teams to complete projects effectively

Coordinated successful installation and administration of NT/Win2K servers and workstations

Conducted ongoing end user training while monitoring, analyzing and completing backup tasks

Collaborated with network security analysts to ensure firewall & proxy administration & upgrades MICROSOFT CORPORATION, Redmond, WA & Tucson, AZ

Senior Operation Analyst, 01/1996 – 08/2000

Spearheaded global voice/video teleconference system administration, setting up configuration and scripting of corporate IVR

Oversaw call routing and tracking of AT&T toll free number network

Conducted monitoring and analysis of global telecom network support services

Monitored PBX/ACD system performance of 24x7 telecom NOC & product call centers

Launched Microsoft Product Support call center site to optimize and enhance performance

Administered a 500 node NT network in addition to managing computer software/hardware Help Desk support and Exchange 5.5 email system

EDUCATION & CERTIFICATIONS

Computer Science Studies, St. Petersburg Junior College, St. Petersburg, FL

Computer Programming Certificate, McGraw-Hill Education Centers, Washington, D.C.

Broadcast Engineering Certificate, Cleveland Institute of Electronics, Cleveland, OH

Certifications: MCSE, CompTIA A+,CIW, FCC general Radio

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