Call Center Tech Support

DENEESE ESTRADA

951-***-**** *******@*****.***

Systems/Network Administrator

PROFILE

System Engineer with experience in Network and Citrix administration, monitoring over 500 virtual machines, handling provisions for new Customers and upgrading existing ones. Experienced in diagnosing, troubleshooting and resolving issues with hardware maintenance, installations and upgrades, at an Operations level.

Strengths include:

Technical Skills: Networks (LAN/WAN) - Cisco Routers/Switches, Sonicwall/Palo Alto/Cisco Firewalls, Citrix Administration, VMware, vSphere, Nutanix, Active Directory Administration, Veeam, Group Policy Management, DNS, Microsoft Dynamics Applications, Microsoft Exchange, Mimecast/Barracuda Spam Filtering, Phone systems including Ring Central/Cisco/Vonage, ThinPrint Application for Printing, Remote Desktop Protocol and Cisco AnyConnect, Symantec, Solarwinds…

Training – Developing training manuals for internal and external use, remote training for Support Call Center and onsite training

Client Service – Supporting clients including business to business and business to consumer clients via email, phone and in person

Management – Provide support to senior managers developing reports on technical issues for new and existing products

Languages: Fluent in English and Spanish; translate technical manuals in both languages

CERTIFICATIONS

CCNA – Cisco Certified Network Associate (CSCO12026316) 5/2012 - 4/2018

CCDA – Cisco Certified Design Associate (CSCO12026316) 4/2015 – 4/2018

MCPS – (Microsoft Certified Professional) 2/2015

PROFESSIONAL WORK HISTORY

Plaza Home Mortgage 3/2018 – 5/22

Systems/Network Administrator (2018-2022)

Managed and updated Epic Mortgage LOS System for 7 different Environments, including Production

Configured all new VM Servers for the Epic Environments

Created Procedure documentation on Managing/Updating the Epic System for training

Documented and maintained Application Environments

Provide day-to-day administrative and engineering support for PCs and Network Systems including but not limited to: Server Management, Load Balancing, Data and Voice network components, Data Security

Handle escalated tickets from the Help Desk

Responsible for the maintenance and functionality of the network

Manage all aspects related to Network integration projects

Worked on Designing and Implementing a new Network for Office move which included configuring Cisco ASA HA Pair, Cisco switches and HP switches

Worked on moving hosting in house and setting up a new Datacenter, which included configuring Cisco ASA HA Pair, Nexus Switches, Catalyst Switch, Darktrace, Citrix NetScaler HA Pair

Data Resolution, LLC 1/2014 – 3/2018

Provisioning System Engineer (2016-2018)

Provision New Customers and Upgrades (Citrix, vmware)

Decommission Cancelled Customers

Managing the Engineering Incident queue via Service now

Administration for Veeam backups/restores

Managing Alerts from Watchdog (space, cpu spikes and down items)

Handling Basic Internal Cisco Switch Requests

Handling issues/requests for SonicWall Firewalls

Managing Phone Systems (Ring Central and Cisco)

Creating Documentation Internal/External

Project Manager for SSAE (Statement on Standards for Attestation Engagements)

Working on various projects within the Engineering and Support Teams

Support Engineer (2014 - 2016)

Provide desktop/cloud support for over 700 end users worldwide by phone, email or in person as needed to minimize downtime.

Monitor and manage over 500 virtual machines.

Utilize VMware vSphere to manage virtual machines.

Utilize Microsoft Dynamics CRM and Service Now for ticketing systems.

Maintain and support companywide Active Directory domain with over 700 end users.

Followed up with clients to ensure optimal customer satisfaction.

Worked closely with team members to meet or exceed all customer service requirements.

Provide 24 hour on-call support for critical issues.

Created Procedure Documentation for Internal/External use

AnaTango 8/2012 – 1/2014

Technical Consultant

Provide technical consulting services on emerging technology.

TelePacific Communications 7/2004 – 8/2012

(Formerly Nextweb and Covad Communications)

Network Tier III Engineer – Fixed Wireless

Handled escalations from the Tier 2 support group and Internal Requests

Created troubleshooting guides for the wireless radios, for the NOC team.

Trained members of the NOC group on troubleshooting the wireless radios, was the point person on keeping our Tier III ticket tracking Excel spreadsheet up to par on a daily basis

Covad Wireless of Covad Communications (2006 - 2011)

Senior Support Engineer / Escalations Engineer (Fixed Wireless)

Provided technical support for the Primary Fixed Wireless customers via phone and email.

Proactively monitored customer connections and our network.

Handled escalations from tech support call center and Tier 2 support

Assisted in creating troubleshooting templates for our call center to use in trouble tickets.

Monitored the troubleshooting of both the tech support call center and Tier 2 support.

Provided feedback and training opportunities for both groups.

Handled DNS and email additions/modifications/deletions.

Assisted in remote training of a new outsourced call center for troubleshooting and was the Lead person on handling the launch when the call center took over the support calls.

Nextweb, Inc. (2004-2006)

Technical Support Engineer (Fixed Wireless)

Provided technical support for all customers via telephone and email which consisted of troubleshooting: fixed wireless radios on the customer end and the network end, base station Cisco routers and switches, Back Haul connections and assisted customers with their networks.

Monitored the network and the customer’s connections, provided proactive support and completed proactive work on the network

Aiptek, Inc., 2001-2004

Digital Camera Manufacturer

Lead Technician

Provided technical support for all products (digital/video cameras, tablets and video phones) and associated software.

Handled escalated calls

Handled escalated issues from other technicians

EDUCATION

UEI (United Education Institute) - (2000 - 2001) - Networking Technology

Bachelor of Science Program - Westwood College - (2002 - 2004) (In progress)

Major: E-Business Management

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