Operations Technician Customer Service
Resume:
Redae Habtes
Blaine, MN *****
***********@*****.***
Objectives:
Seeking a challenging position to utilize my experience of over 18 years performing Network support/engineering, Network Operations duties and providing support for all aspects of the Network Operation and Implementation functions.
Summary:
Self-motivated and quality-driven Network Operations technician/support with an extensive experience in troubleshooting Network connectivity, stability and maintenance. Personable and team spirited, respected for establishing loyal professional relationships with a knack for understanding technical complexity. Skilled in proactive identification and resolutions of critical systems and network issues. Analytical and big-picture oriented, organizer and problem solver with impressive work ethics and emphasis on quality and professionalism.
Technical Competencies:
Systems/Software/ Hardware/Applications/Language
Circuit Admin-React/INTAS circuit testing tool
MTIPS/Security/Fortinet (basic monitoring)
Routing/Routing protocols
Monitoring BGP/Static Routing issues
Knowledge of IDPS
Monitoring-CISCO/JUNIPER Routers
Tested Physical layer T1/T3 & Fractional circuits
Intermapper (Network Monitoring Software)
Troubleshooting Network connectivity issues
Identify Network traffic issue
Troubleshoot high utilization problems
Troubleshoot latency issues
Client Needs Fulfillment
Proactive Monitoring & Notification
Net cool monitoring system
VoIP/PRI/Calling Card
Problem Analysis
Systems and Network Upgrading
Systems Integration
User training on Supporting Tool
TCP/IP, DNS, DHCP
VPN/VPN protocols
Remedy ticketing system
PC Anywhere
MS Window 7, 8 & 10
Professional Experience:
Your Tech Kare Computer & Cell Phone Repair: St. Paul, MN 05/2020 – Now
Title: Desktop Technician/Desktop Support/Manager
Repairing PC/MAC, Laptops, Smart phones, Tablets and iPads
Fixed and replaced cracked screens
Data Recovery and Cloud Backup Services
Virus and malware Clean-Up/Removal
Security Services and Child Protection
Hardware and software
Repair/Recover Lost or Deleted files
Convert CD/DVD to Digital media
Supported home offices and small businesses on their desktop support needs and their LAN cabling
Installed routers and switches, worked on Ethernet cables
Connects devices in a Local Area Network (LAN) in the clients network
Configured small routers and their WiFi connections
HelpSystems: Intermapper: Eden Prairie, MN 02/20/2017 – 03/26/2020
Title: Intermapper Software Support Analysts
Intermapper provides industry-leading network monitoring tools for Windows, Linux, and Mac using dynamic maps, flexible monitoring, and real-time alerts.
Intermapper gives network professionals visibility into what's happening on their network.
Intermapper is used by government/defense and education organizations to see the full picture of their networks.
As an Intermapper Software Support Analysts, I supported all single users, government and education organizations to insure Intermapper functionality.
I used customer’s data such as job logs, log files, and history reports for troubleshooting.
Analyzed for known issues using platform-specific logs such as syslog, job logs, audit logs, event logs, error messages and problem resolution skills to eliminate issues that create network latency.
Interacted with customers using incoming calls, chat app and issues reported via email
Bailiwick IT Solutions:
RBC/Royal Bank of Canada: Minneapolis, MN 10/17/2016 – 02/17/2017
Title: Cisco Network Analyst
Cisco internetworking and IP telephony implementation and support using Cisco CUCM version 9
Consulted end user on existing problems and needs, provided viable solutions that address these gaps.
Worked with the business to understand requirements and negotiate scope and terms of delivery
Dispatched appropriate vendors for timely restoration of the network functionality.
Troubleshoot day-to-day problems with voice and data networks, providing tier 1 & 2 support
I was responsible for converting business requirements into technical solutions and ensuring that all required activities are accomplished.
Used HP Service Manager
Bailiwick IT Solutions: Chaska, MN 02/01/2016 – 09/30/2016
Title: Remote Support Engineer
WAN Turn Up & WAN Conversion in an IDF and MDF racks.
Overview of WAN Turn Up
Supporting the WAN Turn Up of a Bank site to a 90% production using the Viptela(router) Solution for the network, installation of APs (Wireless Access Point) and circuit (Ethernets and T1s) turn up for broadband modem and MPLS connections.
Overview of WAN Conversion
Supporting the Conversion of a Bank site to a full Viptela(router) Solution for the network, convert non-SIP sites to SIP and convert non-Cisco voice systems to a Cisco VoIP solution. I am responsible for the support of these sites from a verification, testing, and level 1 trouble shooting perspective.
Responsible for the support of these site’s system turn up and site’s system conversion by providing support the remote techs on site through installation, wiring/racking, connection verification, testing, and layer 1 troubleshooting perspective.
Hardware and software used in the WAN Turn Up & WAN Conversion:
Viptela vManager Router: Viptela- Software Defined Networking (SDN) at the WAN level. Vebtela router brings a Secure Extensible Network solution.
Riverbed SteelHead: WAN Optimization solution for accelerated delivery of all applications across the Hybrid Software-Defined WAN
HiveManager Network Management System (NMS) can scale from a small, basic network to cover a larger,c complex network with seamless upgradeability and simplicity. The Aerohive HiveManager NMS architecture allows administrators to deploy networks and maintain constant visibility and control.
Angry IP Scanner: an open-source and cross-platform network scanner. It scans IP addresses, ports, MAC addresses as well as has many other useful features.
Used Cisco Unified Call Manager Administration and Cisco Unity Connection Administration. Worked on the 7900, 8800 and 8900 Cisco phones. Implemented, configured and troubleshoot on new and existing phones. Managed SM9 assigned trouble tickets for local/remote new hire requests and modifying existing users as requested providing timely resolution according to the SLA. Secured and inventoried telecom equipment including telephones, wireless devices, expansion modules and headsets.
ServiceNOW: Service Management and IT Operations Management. Assure workflow across department and prevent service issues Alert Software: Advanced Customer Service Management
Alert Software: Advanced Customer Service Management
CenturyLink/Qwest Communications: St. Paul, MN 02/2001 to 7/2015
Title: Technical Analyst/Senior IP Operations Technician/ Operations Technician II
Supported all network connectivity issues from commercial to Federal customers.
Supported Federal network, Managed Trusted Internet Protocol Service (MTIPS) customers, coordinated MTIPS issue with SAIC/Leidos, Fortinet and others vendors.
Assisted vendors in troubleshooting MTIPS connectivity and configurations issues.
Maintaining Networks on DSL, Cisco, Juniper connections
Troubleshoot DSL, DS0/DS1, DS3 to OC192 and Ethernet data/voice circuits
Troubleshoot CPE issues for managed and unmanaged routers. WAP/wireless access Point and AP/access Point devices
Troubleshoot (Cisco, Juniper and Nortel Shasta devices).
Excellent written and verbal communication
Excellent customer service skills
Provisioned, Installed and maintained/repaired Qwest DSL
Performed advanced intrusive and non-intrusive physical & logical layer troubleshooting.
Conducted advanced loop/stress testing and DACs mapping using REACT and INTAS remote testing software.
Troubleshoot some BGP, static routing, access lists, NAT, DNS, and customer email issues.
IBM: Minneapolis, MN 02/2000 to 12/2000
Title: Systems Analyst
IBM/CDI, IBM Global Service for American Express Financial Advisors.
Provided technical support for remote PCs, network, printing and for remote clients.
Oversaw and maintained network security, print configuration, and hardware issues.
Minimized customer’s downtime, and assured task efficiency.
Analyzed user requirements for LAN systems, organized, run priorities, and supported on-time project completion.
Installed and maintained Financial Advisor software, Setup dial-up services
Changed Soft Token expired PIN (Remote and Mobile Users), reset passwords
Education:
University of Minnesota, Duluth Computer Engineering
Minneapolis Community College Pre-Engineering courses
Multi lingual: English, Arabic, Tigrinya and Amharic
Professional Training:
CCNA & MCSE (Course completed)
Contact this candidate