Qualification Summary

• 15 years of combined work experience as an IT professional, performing hardware and software support installation tasks within a client / server environment
• Provided technical assistance to end-users resolving simple, moderate and complex technical networking and computer malfunction issues
• Confident and poised in interaction with individuals at all levels
• Detail-oriented, resourceful in completing projects and able to multi-task effectively providing excellent customer service
• Computer Technical Skills Highlights

Hardware

• Cisco Routers 800, 1700, 2600, 3600 , Cisco Switches 2950, 3550
• IBM Mainframe 3090 , HP 9000, HP ProLiant Server, Dell PowerEdge Servers
• OCU Data Circuits, PRI Circuits, BRI Circuits, ISDN Circuits, CSU/DSU
• Barracuda Firewall, PIX Firewall 515e
• Tandem S-Class System, PCs and Laptops Dell, IBM and HP , Printers HP, Ricoh
• Cisco Call Manager, ShoreTel VOIP Phone System

Software

• MS-Exchange, Outlook 2007-2010, MS-Office 2007-2010, Active Directory 2008, MS-Terminal Server
• IIS, Symantec Backup Exec, RDP Remote Desktop , Kaseya Computer Management Tool
• Network Monitoring: HP OpenView, IBM Netcool
• Ticketing Systems: Remedy, Tivoli, Siebel, IssueTrac

Networking

• Ethernet, TCP/IP, DNS, DHCP, RIP, IGRP, EIGRP,OSPF, Frame Relay, PPP,
• SNMP, SMTP, Sniffer, Symantec Intrusion Detection Service IDS

Operating systems

• Windows Server 2003 2008, Windows XP/Windows 7 8, Cisco IOS, UNIX HP-UX

Work Experiences

Confidential

Tier II Technical Support Analyst

• Provides Tier II technical support for hardware and software issues regarding vehicle telematics devices and safety and security features for Mercedes Benz, Volkswagen, and State Farm
• Analyze and troubleshoot telematics devices for issues based on network connectivity, wireless, GPS locations, and vehicle safety buttons Information, Roadside Assistance or SOS
• Performs Over the Air Response OTAR provisioning via Telematics Control Unit Maintenance TCUM in an effort to create a communication link between the telematics device and the Telematics Operating System TOS
• Work in conjunction with the Vehicle Testing Team providing User Acceptance Testing UAT for new software releases
• Investigates customer accounts via Oracle Business Intelligence Enterprise Edition OBIEE to make sure information is correct and is in-synch with the Siebel customer information database
• Escalates unresolved issues to Level 3 Support/Engineering for resolution
• Opens and escalates trouble tickets via Siebel and IssueTrac Ticketing Systems

Confidential

Technical Support Analyst

• Responsible for troubleshooting HP industry standard server hardware for break-fix problems: system boards, DIMM modules, hard disk drives, Smart Array controllers and NIC cards.
• Performed troubleshooting for HP's Virtual Connect Flex Networking Technology virtual switching
• Assisted customers with network configuration and network support issues VMware, VLAN tunneling and frame tagging as it related to Virtual Connect
• Interact with team leads, level 2 technicians or SME's to analyze log files to help resolve or determine the problem of server outages or unscheduled server interrupts/reboots
• Created trouble tickets for part orders and field engineer dispatches

Confidential

Helpdesk Analyst

• Served as the primary contact for all IT related technical support issues
• Responsible for solving moderate to complex problems via remote RDP Kaseya , internal or phone in regards to computer malfunctions Thin Clients, PC's, laptops , printer issues, IP telephony problems ShoreTel VOIP , network connectivity issues, i.e., VPN, Cisco switches 3550 ,routers 2900 series and servers Microsoft Terminal Server, MS Server 2003-2008
• Facilitated Active Directory 2008 administration adding, modifying and deleting users, updating policies to the Organizational Unit OU for added security measures
• Resolved email issues as they related to Outlook or Exchange Server
• Set up audio/video equipment for meetings/presentations
• Investigated malicious network threats and events such as Malware and SPAM utilizing Barracuda firewall
• Interfaced with the Server Engineer to assist with server maintenance patch installs, firmware upgrades, new server installs
• Configured new laptops and PCs HP, Dell and IBM
• Utilized Kaseya Computer Management tool to assist with inventory management and remotely logging into end-user's machines
• Assisted field technicians with adding printers and driver installs on the MS Terminal Servers
• Resolved issues related to MS Office 2003-2010 products Excel, Word, Outlook

Confidential

Technical Support Specialist

• Served as a first level contact within a NOC environment to solve data networking issues
• Provided technical assistance in troubleshooting Cisco routers 800, 1700, 1800, 2600, 3600 series , Cisco Catalyst switches 2900, 3550 series as far as resolving hardware or IOS related issues DRAM, NVRAM, EPROM
• Configured US Robotics modems and assisted field technicians with the configuration of new data network equipment CSU/DSU , switches and routers
• Ran and pulled cabling Ethernet Cat5, Coax
• Monitored network activity via IBM Netcool monitoring tool
• Assisted with configuring new users and modifying existing users within Cisco Call Manager and troubleshooting any issues with VOIP channel issues, router issues

Confidential

Technical Support Representative

• Provided technical support for LAN and WAN, software applications and telecommunications
• Managed, configured and performed troubleshooting for Cisco network devices routers, switches and PIX firewall
• Monitored network activity via HP OpenView monitoring tool
• Assisted the internal and external users with network connectivity data circuits, Ethernet cabling, NIC cards, etc or user access problems i.e. user ids and passwords
• Provided training to employees on proprietary applications: ticketing, accounting, development tools.
• Consulted with the System Engineer on a daily basis to make sure that log files were examined and backups were successfully completed via Symantec Backup software
• Managed Symantec Intrusion Detection System IDS for any vulnerabilities and network threats by investigating unidentified suspicious network traffic and events

Accomplishments:

• Installed and configured Layer 3 Cisco 3550 Catalyst Switches to implement network configuration from SNA to TCP/IP
• Set up VLANS to segment the network for departmental LAN access
• Installed and configured Cisco 805, 2600, and 3600 series routers
• Assisted System Engineer with design for the new Disaster Recovery Plan including setting up the IP address schematics

Confidential

System Engineer/ E-Mail Administrator

• Managed e-mail accounts for over 20,000 users on 2 different e-mail systems TAO/EMC2 /Outlook 5.5
• Managed the E-mail servers and proxy servers
• Examined the MX log and Event Viewer logs to assist with diagnosing any Exchange Server issues
• Performed server installs and patch updates

Accomplishments:

• Installed new Compaq servers and updated server releases for TAO/EMC2 and Exchange servers.
• Facilitated interaction with server engineers to provide solutions to prevent server interruptions.
• Recognized with Merit award for troubleshooting and resolving simple to complex problems in a timely efficient manner.