Project Management Customer Service

Luis R. Mata

**** ******** **** ** *********, North Carolina 28215

Available for National and International Deployments

801-***-**** *********@*****.***

IT Engineer

SUMMARY

SUMMARY Proficient telecommunications/IT engineer with real-world experience in troubleshooting Cisco networks, Wi-Fi and VoIP. Extensive knowledge in Windows Office (Excel, Word, Outlook, etc…) Extensive knowledge in Network surveys, installation, configurations and project management. Knowledge of Wi-Fi surveys, hardware implementation, configurations and project management. Knowledge of Wi-Fi survey software such as Ekahau and Air-magnet. Recognized for providing quality customer service skills with extra focus on professionalism and efficiency. Over 15 years of background in network cabling, network hardware implementation, network device configuration, maintenance, resource development as well as project coordinating and management.

WORK HISTORY

EIA - Enterprise Infrastructure Acceleration Worldwide

Senior Lead L2 LAN/WLAN Engineer JUNE 2018 - PRESENT

●International Network Transformation deployment for CAT (Caterpillar) and HSBC Banks

●Configure Cisco network devices Router, Switch, Wireless Controller, and Wireless Access Points

●Perform site-wide surveys including network devices, Wi-Fi devices, and network configurations

●Surveys were performed in Office, Enterprise, Warehouse, and Heavy Machinery Fabrication locations.

●Wi-Fi surveys and deployments were performed with Ekahau and Fluke AirMagnet software and hardware.

●Led the network deployment team, managing the development of field technicians for performing surveys to successful completion of transformation deployments.

●Performed cabling surveys from CAT5, CAT6 copper cabling to Multimode and Single mode Fiber cabling

●During network and Wi-Fi transformations perform designs as well as installation, troubleshooting and maintenance of CAT5, CAT6, Fiber multimode and single mode cabling.

●Responsible for reviewing survey documentation as well as transformation deployment documentation, coordinating all field technicians’ documentation verifying documentation was completed properly for client deliverables.

●Coordinate with project manager the successful completion of network/WiFi survey and deployment transformations of various Caterpillar sites around the world.

●Responsible for gathering all survey information and preparing a SoW (Statement of Work) of what hardware and cabling was required for pre-site implementation.

●Manage calls with client and cabling vendors, from around the world, for the purpose of coordinating all aspects of the SoW, from their understanding what their roles and responsibilities for pre site implementation, to transformation window responsibilities and post site completion expectations.

●Managed vendor scheduling assuring all aspects of the project were on time for a successful and timely completion of client projections and expectations.

MetTel Salt Lake City, Utah

TIER 2 NOC TECHNICIAN JUNE 2017 - JUNE 2018

●End-to-end responsibilities for activating complex customer networks as well as supporting them in production as Level 2+

●Multi-task between projects and provide client-facing support for all MetTel provided communication services.

●Worked with issues that were escalated to the group from various entry points., including telephone service, aerial and buried telecom plant cabling, Sales – upselling, customer service, and set up customer streaming devices.

●Managed Cisco/Adtran/etc. based client support accounts

●Assisted in the enhancement, support, and maintenance of a 24x7x365 High Availability, high traffic, and mission-critical Cisco-based network

●Point of contact to manage and develop peering relationships with various Partners & ISPs, define requirements, policies, and procedures for the network engineering department.

CENTURYLINK Salt Lake City, Utah

BROADBAND TECHNICIAN MARCH 2016 - JUNE 2017

●Install and Repair DSL (ADSL, VDSL, ADSL2+), PRISM TV, GPON (fiber optics), telephone service, aerial and buried telecom plant cabling, Sales – upselling, customer service, set up customer streaming devices.

●Configure ZyXEL, technicolor, Actiontec, PACE, Calix, and Adtran equipment

●Work with computer operating systems to install and/or repair home and/or small business standard HSI or networking products.

●Read and interpret customer service orders, repair tickets, technical (i.e., mechanical, electrical, digital) drawings, maps blueprints, diagrams, etc. and performs specified work. Includes POTS, HSI, jack work, inside wiring, etc.

●Performed CAT5, CAT6, Fiber both Multimode and Single-mode installations for Enterprise sites, warehouses, construction, personal homes, and sporting venues.

●Analyze and troubleshoot technical problems or issues.

●Interface with customers throughout premises visit

VON TECHNOLOGIES Chicago, IL/ National Deployments

WLAN / WIRELESS FIELD ENGINEER JULY 2014 – MARCH 2016

●Install, configure, decommission and maintenance of Cisco wireless network devices for Hilton Hotels

●Configure Cisco switches 2960, 3750, 350X stackable, Routers 2600 and 3620 series

●Configure Wireless Access Points Cisco/Aironet 1550, 1600, 700W, Ruckus R700, R300, 901-1301,

●Configure Controllers Cisco 2500, 5500 series Ruckus 1200, 3000 series

●Performed AirMagnet Survey for wireless coverage Fluke NetScout: AM/C1090-US

●Team lead of 2 to 9 technicians Onsite as well as training new hires.

●Implementing process documentation and policies

●Coordinated daily reports for project management deliverables to the client and vendors

●Hosted a daily conference call with Field Techs, Project Managers, Client Project Management, and vendors

●Escalation point of contact for after-hours technical support as well as customer project development

RANDSTAD TECHNOLOGIES USA PLANO, TX / National Deployments

LAN FIELD SERVICE TECHNICIAN MARCH 2014 – JULY 2014

●Install, configure and maintain, Cisco wireless network devices for Hilton Hotels

●Configure Cisco switches 2960, 3750, 350X stackable

●Configure Routers 2600 and 3620 series

●Configure Wireless Access Points Cisco/Aironet 1550, 1600, 700W, Ruckus R700, R300, 901-1301,

●Configure Controllers Cisco 2500, 5500 series Ruckus 1200, 3000 series

●Performed AirMagnet Survey for Wi-Fi coverage Fluke NetScout: AM/C1090-US

●Achieved a 100% success rate on product delivery

SYNAPTYK INC. PLANO, TX / National and International Deployments

PROJECT COORDINATOR JANUARY 2006 – JANUARY 2014

●Coordinated a $5MM international network inventory project at 204 Bank of America / Merrill Lynch data centers with 300K devices.

●Trained and managed thirty Field Technicians across Europe, Africa, South America and Asia to meet customer schedule expectations.

●Initiated contact and engaged vendors in Latin America, Europe, Australia and Asia to acquire qualified Field Technicians to meet schedule demands.

●Implemented weekly meetings with key project stakeholders to discuss project progress, issues, and changes.

●Booked and coordinated travel and shipping arrangements for all Technicians. Ensuring that staff, equipment and uniforms arrived at international project sites on time, under budget, and with minimal risk.

●Reviewed all deliverable documentation to ensure data accuracy; this included switch port counts, VOIP reconciliation, as well as a network router, server, and PBX verification.

●Maintained 97% data accuracy for project deliverables by consulting Line of Business Managers, Office Managers, and in-house IT.

●Managed Standard Operating Procedures for all Field Technicians.

●Reported project revenue, status, and issues to upper management through MS PowerPoint and Excel.

EDUCATION

CARL HAYDEN HIGH SCHOOL PHOENIX, AZ - General Studies

Brigham Young University (BYU) – Currently pursuing an Associates Degree – Network Administration

TECHNICAL

SYSTEM ADMINISTRATION: - Remote Desktop, software installation, backup, virus removal, install hardware, software updates, patch updates, troubleshooting PC hardware/software, Virtual PC, Chrome Remote Desktop, TeamViewer, Skype

OPERATING SYSTEMS: - Windows 10/11, Mac OS X

SOFTWARE: - Microsoft Office 365, Windows 10/11, Open Office software, Excel, Word, Visio, Google Docs

NETWORKING: - Cisco Routing, Switching, Wireless Controller, Access Points, Printers, VoIP

●Ruckus zone director, Access Points

●Ekahau and Fluke AirMagnet

Certified to Operate: Scissor and Boom lifts

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