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Customer Service Telecommunications Specialist

Location:
Ogden, UT
Salary:
80000
Posted:
October 23, 2022

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Resume:

Davis J Danens *** Tyler Ave Ogden, UT 801-***-**** ads5ix@r.postjobfree.com

Information Technology

Strong Technical and methodical aptitude with an innate ability to analyze, coordinate and synthesize data. Effective communicator with ability to provide leadership in teams and build positive, cohesive relationships with all levels of staff. Ambitious self-starter, eager to gain hands-on experience in an organization that embraces creativity and innovation.

Consistently delivers exceptional results within established time and limited budget using keen abilities in planning, strategic thinking, innovative problem-solving, and technology expertise.

Exhibits consultative leadership qualities and proven technology consolidation concepts coupled with infrastructure reliability, effective and reliable business, and investigation of emerging technology platforms.

Proven Strengths

Project Management Electrical Circuits Manufacturing and Automation Microsoft Office 365

Network Configuration & Support Windows 98 through 11

Analytical & Complex Problem Resolution Microsoft Visio

AutoCAD Microsoft Project

Education / Certifications

A.A.S., Electronics Technology/ – Heald School of Technology, Rancho Cordova, CA, 1993

Troubleshooting, Maintenance of PCs & Compatibles – Heald School of Technology 1998

Information Technology/ – Western Governors University, Salt Lake City, UT, 2015

Additional Certifications:

A+ Certification and Network + Certification: COMP001006724348

HP Completed September 2021

Dell Certification Completed November 2021

Clearance:

Public Trust: Obtained while working for the Department of Treasury (IRS)

Professional Experience

Information Systems Technical Analyst Northrop Grumman, Promontory, UT 9/2022 to Current

Responsibilities include assisting the Facilities Engineering department of Space Systems manufacturing environment, working as the bridge between IT and Facilities Engineering, to support critical operations. Work at one of the primary administrators for ThingWorx and Kepware servers. Collaborate IT technical staff to analyze daily and long-term requirements to identify software and hardware conflicts on refreshed process controllers and PLC (Programmable Logic Controllers). Conduct analytical efforts to prepare software and hardware systems for deployment in support of manufacturing and automation goals. Review technical issues and lead efforts to resolve system failures. Provide technical assistance to remedy issues with MS Windows operating systems and business applications and hardware.

PC Desktop Network Support 3 Northrop Grumman, Promontory, UT 9/2020 to 9/2022

Responsibilities include Information Technology (IT), Network Infrastructure, Printer and Desktop support services, provide administrative and documentation efforts to maintain Microsoft (MS) SharePoint sites in support of business operations. Lead large-scale efforts to upgrade desktop and laptop computers with applications compatible with MS Windows 10. Collaborate with the Northrup management and technical staff to

analyze daily and long-term requirements to identify software and hardware conflicts on refreshed process controllers and desktop computers. Conduct analytical efforts to prepare software and hardware systems for deployment in support of strategic business goals. Review customer service requests detailing technical issues and lead efforts to resolve system failures. Provide technical assistance to remedy issues with MS Windows operating systems and business applications and hardware including label printers. Answer questions and provide clarification on complex technical concepts and conduct data analyses to identify multiple errors in deployment processes.

Customer Solutions Technician I Motorola Solutions, West Valley, UT 5/2020 to 9/2020

Front desk application support for the FLEX CAD Software (Spillman). Level 1 helpdesk support repairing application issues utilizing various software debugging tools such as VIM to debug code. Maintaining Agency Windows and Linux Servers running this application and the various interfaces that run on it. Providing backups as well as implementing patch updates per required State and Agency specks on NIBRS and IBR and State-link processes.

PC Desktop/Network Support Lead Future Tech Enterprises (for Northrop Grumman), Promontory, UT 1/2020 to 5/2020

Lead Technician at the Corinne Utah Northrup Grumman facility as a contractor providing Information Technology (IT) support and desktop support services Lead administrative and documentation efforts to maintain Microsoft (MS) SharePoint sites in support of client agency business operations. Lead a staff of 6 technicians at multiple facilities in Utah. Responsible for installation of anti-virus software on enterprise desktops.

Author deployment procedures for deskside technicians. Lead large-scale efforts to upgrade desktop and laptop computers with applications compatible with MS Windows 10. Collaborate with the Northrup Technical Staff to update documentation for ServiceNow ticket tracking.

Analyze daily and long-term requirements to identify and assign priorities of work to junior technical staff. Conduct analytical efforts to prepare software and hardware systems for deployment in support of strategic client agency goals. Review customer service requests detailing technical issues and lead efforts to resolve system failures. Provide technical assistance to remedy issues with MS Windows operating systems and business applications.

Routinely provide guidance and mentorship to junior IT technicians in the administration of MS Windows 10 software upgrades. Write scripts and policies for deskside technicians to improve and standardize customer interactions. Create and present reports to senior client agency leadership daily. Answer questions and provide clarification on complex technical concepts.

Conducted data analyses to identify multiple errors in deployment processes, enabling the on-time delivery of multiple computers to locations throughout the organization.

Assistant Project Manager Abbtech, Inc. (For Internal Revenue Service), Ogden, UT 4/2019 to 1/2020

Assistant Project Manager for a federal government contractor providing Information Technology (IT) support and help desk services to the Internal Revenue Service (IRS). Lead administrative and documentation efforts to maintain Microsoft (MS) SharePoint sites in support of client agency business operations. Lead a staff of 68 personnel.

Author deployment procedures for deskside technicians. Lead large-scale efforts to upgrade desktop and laptop computers with applications compatible with MS Windows 10. Collaborate with the Project Manager to update documentation within SharePoint.

Analyze daily and long-term requirements to identify and assign priorities of work to junior technical staff. Conduct analytical efforts to prepare software and hardware systems for deployment in support of strategic client agency goals. Review customer service requests detailing technical issues and lead efforts to resolve system failures. Provide technical assistance to remedy issues with MS Windows operating systems and business applications.

Supervise the execution of IRS and federal government policies in the life cycle management of hardware systems, including computers and peripherals. Ensure all personnel and operations comply with the terms and conditions of contracts, federal policies, and regulations.

Routinely provide guidance and mentorship to junior IT technicians in the administration of Windows 10 software upgrades. Write scripts and policies for deskside technicians to improve and standardize customer interactions. Create and present reports to senior client agency leadership on a daily basis. Answer questions and provide clarification on complex technical concepts.

Conducted data analyses to identify multiple errors in deployment processes, enabling the on-time delivery of more than 30,000 computers to locations throughout the organization.

Desktop Support Technician Huntsman Cancer Institute, Salt Lake City, UT 12/2017 to 4/2019

Computer Support Technician for a cancer research and hospital facility encompassing more than 3K computers and IT systems. Led a staff of six technical experts to maintain MS Windows 10 systems and hardware. Conducted repairs and diagnostic inspections of other telecommunications and IT systems.

Performed troubleshooting, installation, and upgrades on Cisco Voice over Internet Protocol (VoIP) phones, scanners, printers, and other peripherals. Performed MS Windows 10 upgrades on desktop and laptop computers as necessary. Utilized System Center Configuration Manager (SCCM) for new builds as well as Active Directory for user security administration. Leveraged expertise in MS Bit Locker to secure confidential patient data.

Led efforts to schedule and coordinate software upgrades, hardware refreshes, and other operations to minimize negative impacts on hospital operations. Established MS SharePoint functionality to facilitate customer support operations and broader dissemination of scientific documentation. Led efforts to replace servers and enterprise software applications. Collaborated with senior organizational leadership to plan life cycle management strategies, forecast funding for new hardware and software procurement, and create long-term plans to support growth in medical research and treatment operations. Conducted analyses of software applications to identify and resolve sources of incompatibilities.

Devised user and help desk policies to facilitate the introduction and use of new software systems. Led meetings to plan system acceptability tests and develop change management processes. Performed inspections to ensure new software was correctly installed on computers and ready for use. Developed technical instructions to facilitate the use of VoIP and video teleconferencing equipment. Inspected diagrams and physical connections to validate installations of switches, routers, and add-on equipment.

Received and responded to help desk requests from hospital and research staff daily. Established teleconference and video teleconference facilities to support presentations for researchers. Authored customer support documentation to help hospital staff quickly remedy technical issues without direct technical assistance.

Authored multiple quick-reference guides, how-to manuals, and other support documentation to standardize customer service operations and help hospital staff with minor technical issues. Contributed to a 65% reduction of trouble tickets for minor issues.

Network Operations Technician Utopia Fiber, Murray, UT 3/2017 to 12/2017

Network Operations Technician for a regional fiber provider. Supervised training and daily operations of technical personnel in the installation, maintenance, and service support of sophisticated IT networks and telecommunications systems for a broad portfolio of corporate clients.

Conducted maintenance and diagnostic testing of Cisco and Nokia routers and switches. Leveraged expertise in virtual local area networks (VLANs) to help client organizations set up and maintain systems capable of supporting their business objectives. Performed upgrades on Cisco, Alcatel and Nokia switches at key distribution sites. Analyzed switches, cables, routers, optical network terminals, and connections to determine appropriate equipment and maintenance functions. Used Wireshark and other network monitoring tools to identify and resolve intrusions.

Analyzed client organization needs and objectives to form recommendations on best practices for services and technical support. Developed and presented recommendations to senior organization leadership for policy changes and updates.

Performed detailed monitoring of advanced fiber-optic telecommunications networks.

Authored technical documentation and installation instructions to enable field technicians to complete client support requests in compliance with contract terms and conditions. Created and filed reports documenting service operations for future reference in client relationships.

Service Assurance Technician II Integra Telecom/Electric Lightwave, Salt Lake City, UT 6/2013 to 3/2017

Service Assurance Technician II for a national telecommunications equipment and services company. Provided technical service support using electronic and telephonic systems.

Provided technical support for T1, Plain Old Telephone Service (POTS), and Digital Subscriber Line (DSL) cable lines, switches, routers, and related systems incorporating Santera and Cisco hardware. Used Wireshark and other network monitoring tools to identify and block network intrusions. Performed laptop and desktop computer upgrades in support of client agency needs.

Analyzed customer agency business needs to develop optimal configurations for fiber-optic terminals. Created technical designs and instructions for field technicians to facilitate initial installation and system implementation.

Created and utilized historical databases of client interactions to track and identify patterns in technical service needs. Inspected technical documentation and equipment to validate installations and identify potential causes of system errors.

Worked with remote business customers to troubleshoot network and telecommunications equipment. Partnered with manufacturers to resolve connectivity issues specific to equipment designs. Created reports to document client interactions and technical data. Led meetings with staff and senior business leadership to propose policy changes to streamline business operations. Advised field technicians on correct equipment items to use to ensure compatibility between routers, switches, and optical network terminals.

Electronics Field Installation Technician CubiScan, Inc., Farmington, UT 1/2012 to 6/2013

Field Installation Technician for a local dimensioning and weighing equipment provider. Installed and maintained barcode package scanners, weight systems, and other automated systems for national and international logistics companies, performed installation, diagnostic evaluations, and repair of UDS Scan Tunnels, 8020 framework equipment, and SICK 490 laser barcode scanners and dimensioning devices, worked with engineering team staff to develop installation procedures and testing methodologies for new hardware configurations, managed the testing and certification of complex logistics systems incorporating conveyer, scanning, and scale equipment, performed inspections to validate new equipment installation. Developed reports and technical documentation to assist in future maintenance or upgrade operations. Used automated records systems to search historical data on client systems, provided explanations to customer organization leadership on technical documentation and system specifications. Received support requests from customer agencies to determine the nature and cause of system outages and faults. Collaborated with equipment vendors to identify and resolve technical faults.

Telecommunications Translations Specialist II Apex Systems (for Windstream Communications), Greenville, SC 9/2011 to 12/2012

Central Office Switch Translations Specialist II for a national telecommunications and IT provider on a 4-month contract position. Leveraged Sonus, Broadsoft, Sylantro, and Lucent systems to resolve issues with switches and routers. Used MetaSwitch and MetaSphere to analyze and manage IT networks. Guided teams of field technicians in system diagnostics, evaluations, and validations to ensure operations complied with technical specifications. Coordinated the delivery of appropriate IT equipment to enable function of systems in support of customer organization goals. Led implementation of software and hardware testing systems to enable remote diagnostics. Used electronic database systems to record and research customer organization requirements, technical specifications, and service histories. Participated in meetings with client organization staff to discuss means to improve service. Developed reports and proposals for policy updates. Reviewed contract terms and conditions to ensure service operations complied with expectations.

Telecom T1 Repair Supervisor MetTel Inc., Salt Lake City, UT 7/2010 to 10/2011

Support Supervisor for a national IT and Telecommunications service provider. Supported and evaluated a staff of five technical personnel in providing maintenance and upgrade services for a broad range of business subscribers. Broadsoft, Centrex, T1, DSL and Plain Old Telephone Service. Guided teams of field technicians in system diagnostics, evaluations, and validations to ensure operations complied with technical specifications. Coordinated the delivery of appropriate IT equipment to enable function of systems in support of customer organization goals. Led implementation of software and hardware testing systems to enable remote diagnostics. Used electronic database systems to record and research customer organization requirements, technical specifications, and service histories. Researched technical documentation to determine customer needs for service equipment and support. Participated in meetings with client organization staff to discuss means to improve service. Developed reports and proposals for policy updates. Reviewed contract terms and conditions to ensure service operations complied with expectations.

Service Consultant/SL-100 PBX Administrator Bell South (For Bank of America Corporation), Charlotte, NC 02/2007 to 11/2009

Contracted for Bell South/AT&T to provide administration of all of Bank of America’s corporate phone systems (Nortel SL-100 and Meridian). Responsible for the cutover of 45,000 circuits to Cisco Call Manager.

Project Engineer/Telecommunications Analyst A. Teichert & Son, Sacramento, CA 5/2001 to 2/2007

Responsible for engineering functions performed within the Mobile Equipment Division, Provided engineering solutions related to petroleum equipment design and installation, Maintained facilities and repair shop tooling to provide uninterrupted service, Design and maintenance of AGT & UST fuel stations and repair shops, Designed wash rack systems, aboveground tank (AGT) and underground storage tank (UST), Designed new fuel, lube facilities, and made additions to existing facilities, Negotiated purchase of components and outside services and maintenance agreements with key vendors, Purchased parts and equipment for construction projects, Scheduled multiple contractors, oversee work and ensure safety compliance, Work with State and Federal agencies to maintain environmental requirements, drawing and submitting plans and obtaining permits for construction, Insured facilities were in environmental compliance. This included permitting and testing of facilities and proper storage, wastewater testing, handling and disposal of hazardous materials, Performed duties in compliance with zero injury safety policies, Managed, planned, designed, coordinate, installation and support of voice services for all company locations, Administrative maintenance and support of nine corporate Nortel PBX Meridian systems and two Norstar Key systems, Provided analysis and recommended solutions to meet voice hardware, software and network needs, Provided end user training support on the effective use of telecommunications equipment.

Function as customer support contact responding to users’ questions, complaints, and problems, concerning telephones and voicemail features from all levels of employees, Administration of corporate Octel voice mail system, Scheduled, coordinated and performed all telephone and voicemail adds, moves and changes, prepares work order documentation and updates associated databases and documentation for accurate record keeping of installed equipment and software, Participated in work planning and design of new installations, Oversaw PBX performance and security, Developed and maintain relationships with key vendors and strategic partners, Negotiate local and long-distance contracts with service providers

Negotiate equipment maintenance contracts with maintenance providers.

Telecommunications Specialist II Valley Media Corporation, Woodland, CA 6/1998 to 5/2001

Project management, Second level administration and support of all corporate Nortel and Siemens phone systems that included Companion wireless phone system, Meridian voice mail and Siemens phone-mail system, Installation and support for WAN services which included Frame Relay, T1, DSO through OC192 circuits, inside and outside cable plants, Polycom Video Conferencing network and audio/video equipment support, strategic planning, and documentation, Reviewed detailed billing information with local and long-distance carriers and verified accurate charges based on contractual agreements, Inside and outside plant cabling and management.

Technology Proficiencies

Operating Systems: Mac OS X, Windows 98, XP, NT, 7, 8, 10 Linux Red Hat 6-8,

General Software: MS Office 365, AutoCAD 2000-04, VMI, Service Now, Remedy

Router and Switch Hardware: Cisco, Nokia, Alcatel

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