Objective: 
To obtain a position with a well-established organization with a stable environment that will lead to a lasting relationship with in the technical field offering opportunity for professional advancement.

SUMMARY: 
A results-driven IT professional with ten years of cross-platform hands-on experience in all aspects of Windows client-server networking, including: Ethernet, PC Hardware, Microsoft and Apple OS, desktop rollouts, Windows XP/Vista migrations, Patch Management & Security updates, administration and troubleshooting of Blackberry Internet Service and Blackberry Enterprise Server; An effective analyst and problem solver, continuously seeking effective solutions to complex problems with a solid understanding of LAN/WAN, VOIP, DSL, Wireless Modems, VPN technologies and software tools for performance monitoring and troubleshooting; Knowledge of CDMA/EVDO, WiMAX, Lucent ACD, Wi-Fi, GSM, Wireless and Internet Technologies.

EXPERIENCE: 

Confidential, El Paso TX – Wireless Technical Support - 07/ 08 – 02/11
Responsible for providing support to customers for wireless related operational needs to complete business tasks. Managed, troubleshooting and diagnosing hardware and software problems, including routers, DSL modems, smart phones, Air Cards, tablets and laptops. Researched new ways to improve service delivery and make recommendations to improve performance and minimize downtime. Solicited feedback to monitor user perception of performance of our products and services and make recommendations for improvement as needed to the Information Technology leadership team. Notable Contribution: Established technical services help desk for network support. Implemented a Lucent ACD system to support all incoming customer service communications. Enhanced productivity by implementing automated call distributor for customer support.

Confidential, El Paso TX - IT Analyst - 01/08 – 06/08
Maintained a corporate voice and data system. Negotiated contracts and managed performance of remote PC service vendors at customer locations. Oversaw help desk operations for network, PCs, and software. Maintained helpdesk monitoring system and monitored help desk phone services to record and track user calls and e-mails and provide network support, software training and related services in a help desk setting. Notable Contribution: Improved efficiency by a developing performance metrics for service level agreements (SLAs). Reduced costs and headcount by outsourcing PC installation and support services. Managed, deployed, and supported of customized PCs at 3,500 customer locations.

Confidential, El Paso TX - Helpdesk Analyst - 06/ 07 – 12/07
Installed and configured Microsoft Exchange Servers. Maintained over 100 Workstations and ensuring 10 PBX customers reliable connectivity for email and software applications. Managed a $350,000 IT budget, by researching data on latest  technology and best pricing for the procurement of computer systems resulting in a budget savings of $90,000. Purchased over 300 new computers and related equipment.  Installed and configured computer workstations and configured laptop computers for docking station connections on LAN. Notable Contribution: Decommissioned of old servers. New servers was installed, old servers was palletized for shipping back to the vendor. Implemented time of day routing of customer service calls based upon regional geographic staffing and expertise levels.

Confidential, El Paso TX - Manager - 10/06 – 03/08
Supervised and trained junior level personnel in helpdesk management and technical support services. Completed system and data migration from Windows NT domain to Windows 2000/Active Directory domain on the surrounding locations, installing over 55 computers and maintained over 100 personal computers. Performed maintenance of personal computers and peripheral equipment, identifying problems and providing appropriate solutions. Notable Contribution: Collaborated and participated in numerous projects and successfully implemented multiple IT projects ranging from $200K to $1Million, consistently delivering projects on time and within budget.

Confidential – NOC Engineer - 01/02 – 06/05 
Managed and resolved ISP abuse issues, blacklists and anti-spam software. Monitored network and server infrastructure, and assist with deployment and troubleshooting. Installed and configured applications on servers. Implementing DNS record types such as A, CNAME and MX records on Unix servers. Configuring and implementing SMTP mail feeds and web services on servers. Documenting troubleshooting actions with Zendesk ticketing software. Implementing and supporting hosted services, such as web, mail and FTP servers, control panels, and web site migrations. Notable Contribution: Achieved success monitoring service levels to always maintain service level agreements by performing quick Tier 1 problem resolution. Implemented a new process for administrative requests by incorporating a dedicated fax server and machine, which increased productivity rate by 80%.

Confidential– Supervisor (Technical Support) - 01/99 – 12/01
Directed a team of approx 34 IT engineers engaged in networking, internet connectivity and hosting services for Airbus, Channel 5, Circle Anglia, DeVere, Harvey Nichols, Wave2 and WPA. Responsible for delivery of IT services including execution of contract deliverables defined to a set of service levels. Responsible for client relationship, growth initiatives and team growth/management. Services provided included 24x7 application support, project management, server/desktop administration (Windows), network administration, database support, change management, OS/application upgrades. Notable Contribution: Collaborated and participated in the ClaraNET ADSL rollout projects in London from the planning, initiation, execution, controlling, and closure phases.