SUMMARY:

• Very experienced IT professional with over 10 years of IT experience. During my last 10 years, I have been specializing in PC, and server installation, configuration, maintenance,
• Networking and administration. I’m also experienced supporting software, hardware and peripherals in a variety of network environments.

TECHNICAL SKILLS:

Hardware: Personal computers, laptops, netbooks, tablets, phones (smart phones, land - lines and cellular), servers, multi-disks storage arrays, security cameras (analog and IP), digital video recorders, A/V systems (projectors, sounds systems, etc.), printers, fax machines, cash registers/point of sale, peripherals

Applications & Software: Windows 7, Windows server 2003, Windows server 2008, Windows server 2008- R2, Windows server 2012 and Windows server 2012- R2, Microsoft Office, Microsoft SQL, Windows Active Directory, Office 365, Lotus Notes, Symantec/Norton/McAfee Antivirus, VMware, Hyper-V

Network Systems: Microsoft Windows Networking, NT Domain and Active Directory file servers; Network routers, switches, and hubs-wireless and cable, cloud systems and virtual configurations, VPN Client, AnyConnect and Remote Desktop settings configuration, Network/Terminal server setting/troubleshooting, Networking-Wireless,VPN, Cisco VPN Client Configuration

Network Protocols: RDP, LAN/WAN, TCP/IP, Bluetooth, FTP, SMTP, Telnet, HTTP/s, SSL, POP, NTP, POTS, xDSL, T1, DS3, PRI, BRI, WiFi WiMAX PON, OCX. - technologies including SONET, ATM, Ethernet, POS, DWDM, Voice Switching technologies including Legacy TDM and Softswitch WDM. - TCP/ subnetting, multicast, tunneling, bridging, MPLS, IP quality of service, traffic engineering, VoIP and IPTV.

PROFESSIONAL EXPERIENCE:

Confidential

ATM Machine Field Technician

• Software and hardware install, upgrade, update or troubleshoots ATM
• Help repairing, troubleshooting cash register, scanners and any peripheral devices
• Fix, repair and install ATM, Kiosk, Cash Register, self - checkout, scanners and all peripheral devices
• Device configuration, network setting and configuration.
• Interacting in a professional manner with customers to foster positive customer relations
• Following key/alarm/combination control processes in assigned area of responsibility
• Supporting technicians in performing preventative maintenance inspections on conventional products
• Maintaining effective communication with management and team members
• Diagnosing problem on-site
• Performing technical fixes such as clearing paper jams, card jams, bill jams, etc.
• Performing some minor maintenance on ATMs (e.g., replacing light bulbs, card reader belts, air filters, etc.)
• Prioritizing and planning service calls
• Contacting customer with the estimated time of arrival
• Escalating problems and reassigning calls when appropriate
• Accurately reporting service data
• Performing basic installation functions (e.g., pulling cables, mounting devices, installing Mas - Hamilton locks)

Sr Help Desk Analyst

• Occasionally working remote with little or no supervision
• BPOS/Exchange password reset
• Windows server 2012 and Windows server 2012- R2, Microsoft Office, Microsoft SQL, Windows Active Directory, Office 365, Lotus Notes, Symantec/Norton/McAfee Antivirus, VMware, Hyper-V
• BPOS Outlook Configuration- Creating new users
• Single Sign On Client, Migration Tools, Powershell, BPOS Admin Portal
• Configure/create/add new user to email account
• Extensive use of Active Directory, Server 2003/2007 maintenance/configuration/update
• Create, manage and update Forest, OUs, Groups, Zones, Computers and users
• Apply GPO, push update, give access or block access to users/computers to certain websites
• Give permission to computers/users to share network resource
• Microsoft office application trouble shouting. network/Terminal server setting/troubleshouting
• Networking-Wireless,VPN, Cisco VPN Client Configuration
• Remote control to desktop machines/servers
• Software/hardware configuration/ Home PC /Ipad issues
• Iphone/Blackberry email configuration/Sync/ Browsing
• Windows servers 2003, Windows Server 2007 and 2010
• All Microsoft Office application up to 2013 (Outlook 2013, Exchange 2013, Word, PowerPoint, Excell, Access ...)
• Windows XP, NT, 2000, Vista and Windows 7troubleshouting/Configuration
• E-mail servers configuration/Outlook 2003/Outlook 2007/Outlook POP3, Outlook 2013, Exchange 2013
• Mail servers configuration Lotus Notes, Microsoft Office 365, Lync configuration, Sametime.
• Power shell (Windows software and hardware configuration … upgrade.)
• Help user to log into Mainframe accounts (TPX, AIM/AS400, GHI) and make sure end user is able to reset password and login with the new password/ TPX Mainframe password reset.
• Help end users login to their encrypted hard disk (Garden Edge, Encrypted Plus) configure and Troubleshout Lotus Notes settings, configuration, setting... servers
• Add/Remove news group, group, distribution account ...internal/external application
• Unix, password, Catia, CADAM, telnet Nimitz, scope,
• Troubleshout UNIX computer, Password Reset Matrix, eSSO (K-NET, CONCUR, ESS/MSS, VC), LS Domain Password Reset, EB Cost Center and Ticket Queues
• Access to SRM, SAP and how to Modify, Corridor applications, SQL errors,Extend360 and Cisco VPN along with RSA SecurID authentication, Resolve Cisco VPN errors, Troubleshout/Resolve CITRIX problems, SSO Password problem, Proxy server issue/connection
• Operating support System (Windows/Wintel, Sun UNIX, or AIX Unix)
• Production, Development, or Stage Server
• Notify the Notice Board for any outage
• Good organizational and written/verbal communication skills. -
• Database applications, word documents, network drawing tools, basic network Applications (telnet, FTP Client, FTP Server) and basic UNIX tools.
• POTS, xDSL, T1, DS3, PRI, BRI, WiFi WiMAX PON, OCX. - technologies including SONET, ATM, Ethernet, POS, DWDM, Voice Switching technologies including Legacy TDM and Softswitch WDM. - TCP/ subnetting, multicast, tunneling, bridging, MPLS, IP quality of service, traffic engineering, VoIP and IPTV.
• Help user with their mobile devices, configuring, installing app to ipad, iphone, androids phones, tablets
• Break fix ipad, iphone, androids phones, tablets making sure there are connected and able to share network services
• Provide VIP support for mobile devices insuring they have update software, upgrade and even downgrade to previous version. Replace screen, check the battery and order new one for replacement. Replace the Video camera, change the case and add new features and configurations to the device. Perform any kind of troubleshouting on iPad, iPhone, tablet, smart phones and making sure there are connected to their email and to the right server.

Tier 2 Agent

Responsibilities:

• Troubleshoot technical issue regarding gaming,(Xbox, PS2, Xbox 360…) network connection. Device configuration, make sure the port are not blocked.
• Port swap, switched connection type… ethernet /USB online gaming. Connecting routers/hubs for multiplayer. Plug and Play devices/controllers wireless settings
• Help repair technician troubleshoot home run( install and rearrange inside wire for IPTV, VoIP, and high speed internet/ guide field tech install the residential gateway (RG) STB, diplexer, balun, HPNA adapter, coax splitter, coaxial cable, and Cat5 ) customer’s U-verse services.
• Help field tech troubleshoot connectivity problem from the cross box and the VRAD up to the ONG/NID, and the RG and to the Set Top Boxes (DVR, HDVR, STB…)
• Computer connectivity issues, email issues, reset password, computer configuration settings troubles, wireless configuration issue, phone installation including and not limited to POTS and CvoiP, voice mail setting and configuration
• TV, IPTV, HDTV, STB, HDSTB, HDDVR, SDVR… installation, configuration and maintenance. Educate customer how to use the remote control, how to record, instruct customer about VOD, PPV, Service Packages (movie, sport, music, games …),
• Customer premises implementations in both cabinet and building applications. - Equipment including Routers, PBX, Handsets, set-top boxes, home wiring concepts
• I know basic mathematical and statistical analysis
• Cisco Networking Products /Thorough knowledge of TCP/IP/Understanding of data network design fundamentals/Basic understanding of electrical theory
• Voice Traffic Analysis
• I can instruct customers how to navigate through STB, HDSTB, SDVR, HDDVR, VOD, PPV,User’s settings, Main menu, TV Guide, recording, Scheduling a recording,Programing Remote control