Technical Support Technician
Resume:
Paul Perez
*************@*****.***
Professional and Bilingual Technical Support Technician with extensive leading-edge IT experience. Results oriented, dedicated Information Technology professional. Technology savvy, proactive, self-starter, extrapolate from existing experience to quickly adapt to new technologies fluently. Possess excellent communication and collaboration skills to lead and work with diverse groups effectively, and provide efficient troubleshooting and problem solving skills in a time intensive environment.
TECHNICAL SKILLS
Network/PC Operating Systems
CUCME • Cisco IOS/CLI
Windows 7 • Cisco Unified Communications Manager 8.0
Network Protocols
TCP/IP • OSPF • DHCP • NAT/PAT
EIGRP • SIP • STP • Frame-Relay
Network/PC Hardware
Cisco UC520 Call Manager Express
Cisco routers 1801, 1841, 2801
Cisco switches 2960, 3750, 3760
Cisco ASA 5505
Cisco 7962G IP Phones
Dell PCs
Cloud Managing Platforms
Azure
PROFESSIONAL EXPERIENCE
Miami Children’s Hospital
April. 2017 – PRESENT Miami, FL IT Service Desk Technician
Troubleshoot Citrix applications such as PowerChart, FirstNet and Schedule Appointment Book I
Install and repair MS Office 2016 and provide day to day helpdesk services such as installing printer drivers, resetting passwords and adjusting user profiles in Active Directory
Set up multi-factor authentication and user profiles through Azure Cloud platform
Perform rounds during night shifts to troubleshoot and ensure all PCs, WOWs, printers efficiently in an optimal network environment.
Audiology Management Group
Sept. 2016 – April. 2017 - Brickell, FL Network Administrator
Configure Cisco Meraki devices and collaborating with ISPs in installing them in client sites
Supervise project in submitting ports and configuring eFax virtual lines to minimize costs and improve efficiency for all clinics and new acquisitions
Set up workstations and printers through PC imaging and driver installation
Network imaging through FOG server to maintain company policies for all users
Miami Children’s Hospital
April 2016 – Sept. 2016 Miami, FL IT Service Desk Technician (Contract)
Troubleshoot Citrix applications such as PowerChart, FirstNet and Schedule Appointment Book, install and repair MS Office 2013
Provide day to day helpdesk services such as installing printer drivers, resetting passwords and adjusting user profiles in Active Directory
Sato Global Solutions
March 2015 – June 2015 Ft. Lauderdale, FL Network Administrator
Install and configure a Cisco 2960 switch to send all 20 users’ data to the company’s ISP router
Configure Zscaler to filter user data and create rules to deny and allow certain URLs for the respective departments
Provide day to day helpdesk services such as printer troubleshooting, creating and adjusting user profiles in Active Directory.
Qpay
August 2014 – February 2015 Miami, Fl Technical Support Specialist (Contract)
Provide Tier 1 technical support to dealers in Florida
Install, configure and troubleshoot Citizen and Star printers and troubleshooting issues such as not able to log into the Qpay account
Install certificates, and add/transfer MAC addresses from old to new branches.
ActivePBX
November 2014 – August 2014 Miami, FL Junior VoIP Administrator
Install and configure IVRs and dial peer systems for new and existing clients through the Asterisk application
Set up and configure new and existing cisco VoIP phones
Set up the VoIP systems for new clients acquired in the Chicago area.
Great Healthworks
April 2012 – October 2013 Hollywood, Network Administrator
Provide IT support to 200 in-house agents and 500 virtual agents, create agent profiles in Active Directory and Backoffice
Assist the Telecom Department in creating profiles for new users in Communications Manager
Contact Dell and HP Customer Support for ordering PCs and hardware replacements for agent workstations
Implement a new server room with Cisco routers and switches
Skills and applications used: Windows 7 OS, Cisco IP Communicator, Cisco Personal Communicator, Cisco Agent, Cisco Supervisor, Cisco CUCM, and Cisco VPN.
Florida Power and Light (FPL)
April 2011-November 2011 Miami, FL Network Administrator (Contract)
Assist on-field techs of switching 600+ routers from Frame Relay to MPLS in the state of Florid and ensure the transition occurred in a smooth state when remotely configuring the routers to FPLs new addressing scheme, altering the EIGRP configuration to support the new addressing scheme, and switching them from Frame Relay to MPLS
Provide routers with the best management of bandwidth allocation for voice, video and data traffic with QoS
Skills and applications used: EIGRP, Frame-Relay, MPLS, IP Subnetting, QoS
Western Digitech
Oct 2010 – April 2011 Miami, FL Cisco Voice Network Administrator
Configure translation rules, dial peers, DNs, and other voice features through Cisco CUCME and create/update new and existing user records through the Call Manager GUI web interface
Back up router running configurations of our clients to the company’s TFTP server and provided security to network with VLANs, PAT/NAT, VACLS and VPN configurations
Install and configure 2801 Cisco routers, 2960 Cisco switches, and more than 100 7962G Cisco phone in various projects including Tripp Scott and United Reporting in Ft. Lauderdale, FL
Skills and applications NAT/PAT, EIGRP, OSPF, Cisco Call Manager, Cisco Call Manager Express
Trading Corp.
June 2008-2010 IORQ Miami, FL Network Administrator
Assist the Founder of IORQ in installing and configuring Cisco IP phones and creating user profiles through CUCME
Set up setting up user workstations and troubleshoot PC and printer issues
Provide Tiers 1 & 2 IT Support for all agents in the resort
Skills and applications used: Cisco Call Manager Express, Windows 7 OS
EDUCATION AND TRAINING
Miami Lakes Educational Center
Class of 2004 HS Diploma
2009 CCNA Curriculum
2010 CCNP Curriculum
The Academy of South Florida 2022
Azure Administrator (AZ-104)
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