Help Desk Analyst/Application Support Resume Centennial, CO - Hire IT People

OBJECTIVE:

To obtain a position in Application Support or Networking that will allow me to use my

TECHNICAL SKILLS:

Hardware: Cisco Routers(26xx,36xx 4000 series) and Switches(CAT 6509), Juniper Routers(M series), Motorola Routers(cmts and bsr5000), Nortel Routers (BAY BCN) ATT 5ESS, DMS 500 switches

Monitoring Tools: Remedy, Intermapper, HPOpenview NetX

Protocols: IP, Frame Relay, BGP, OSPF, IGRP, and EIGRP

Documentation: technical writing, network diagrams, Visio

Languages: Fortran 77, C++, HTML

Platforms: UNIX and PC

PROFESSIONAL EXPERIENCE:

IP Business Support Services

Confidential, Centennial, CO

Responsibilities:

Work inbound calls for Internet, Voice, and TV products
Support function includes DNS troubleshooting, as well as assignment of static IP addresses
Daily troubleshooting of LAN issues
Support Confidential Day of Install team (DOI)
Provide Customer support via email and the telephone

Help Desk Analyst/Application Support

Confidential, Aurora, CO

Responsibilities:

Windows desktop installation, configuration and support (Windows 2000 Professional and XP).
Desktop application software installation, configuration and support (emphasis on MS Office, Internet Explorer, antivirus (SAV), Lotus Notes e - mail, and other productivity applications).
Problem investigation, analysis, and resolution on a daily basis.
Customer Support in person, via email and telephone

Senior Help Desk Analyst

Confidential, Englewood, CO

Responsibilities:

Daily troubleshooting application and network issues
Involved with conference bridges to resolve high profile issues
Customer support via email and telephone

Design Engineer

Confidential, Highlands Ranch, CO

Responsibilities:

Worked as part of the Backbone Network Group as part Global Services Delivery
Daily Customer Support of Confidential ’s Meeting Exchange Product. (Conference Bridges)
Daily trouble shooting of VOIP and the Session Initiation Protocol (SIP)
Daily Support of Microsoft Server for Confidential ’s clients
Daily use of VOIP telephones and softphones.
Daily use of UNIX and LINUX to create and analyze logs for troubleshooting purposes
Use of the Maestro ticketing system as part of troubleshooting and resolving issues
Provided Customer support via email and the telephone

Technical Support Representative

Confidential, Centennial, CO

Responsibilities:

Work Automated Provisioning queues
Use the Cisco Softswitch Software daily (BTS)
Resolved trouble tickets in Remedy.
Support Confidential Day of Install team (DOI)
Provide Customer support via email and the telephone

Internet & Data Provisioning Network Analyst

Confidential, Greenwood Village, CO

Responsibilities:

Provided provisioning support for clients of Time Warner Telecom.
Built additions to Cisco and Juniper configurations.
Resolved trouble tickets using HEAT and Remedy.
Provided customer service and support via email and telephone.

VOIP Provisioner/Help Desk Analyst

Confidential, Highlands Ranch, CO

Responsibilities:

Provisioned VOIP telephone service for Lucent on behalf ofSprint and Time Warner Communications.
Provided Technical Support and Customer Service via email and telephone
Troubleshoot issues through Remedy Ticketing System
Worked with Level 3 on ASR's (Automated Service Requests)

Network Operations Center Analyst

Confidential, Billings, MT

Responsibilities:

Monitored and support HFC network via Intermapper and HPOpenview
Supported all networking equipment to include Cisco routers and switches
Supported Motorola CMTS and BSR 5000

Surveillance Technician

Confidential, Greenwood Village, CO

Responsibilities:

Monitor 5ESS and DMS 500 Switches
Used NetFX to monitor voice port outages
Provide customer service via email and telephone

Provisioning /Network Support and Implementation / Technical Analyst

Confidential, Greenwood Village, CO

Responsibilities:

Served in a Provisioning capacity working closely with Project managers in Service delivery to new and existing customers that utilize Galileo's Turnkey and Autonomous services for network connectivity.
Provided customer service via email and the telephone on a regular basis.
Involved in testing new enhancements to the Oracle database used to place provisioning orders.
Enhanced and improved existing provisioning procedures to enhance efficiency and overall productivity.
Assisted in testing the database and performing simple maintenance.
Performed SQL Queries as needed to obtain needed information
Regularly assisted the Network Operations Center with circuit connectivity issues.

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Help Desk Analyst/application Support Resume

Centennial, CO

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