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Network Technician Resume

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Los Angeles, CA

OBJECTIVE:
To obtain an IT position which would suit and utilize my extensive hands on experiences in IT field and good problem solving, troubleshooting, installing and configuring network systems.

Qualifications:
Nine years of experience as PC Support and help desk environment.
Effective network troubleshoot and problem solving skills with software/ hardware devices.
Network security and firewall configuration experience.
Strong interpersonal communication skills and user support experience.

Experience:

Network Technician, May 2012 August 2012
Confidential, Los Angeles, CA

  • Installed and configured RDP, Network, RD Gateway on WYSE SUSE Linux Z Class Thin Clients
  • Troubleshoot networks using IPCONFIG,TCP/IP,DNS,DHCP, NSLOOKUP, TELNET
  • Installed MS Office 2003/2007/2010 and configured Outlook mail server ports for POP3, IMAP4, SMTP
  • Used SUGAR ticketing system to create and record 7 resolved tickets and verify client account, checked notes, knowledge base review
  • Monitored the network using Level Platform System and provided the network activity status report, reviewed device count, device down and active alerts.
  • Re-imaged laptop and desktop using F10, F11, recovery disk to factory settings
  • Maintained disaster recovery solution using Veritas, Gost and Backup Exec
  • Re-stored systems using %system root\\system32\\restore\\rstrui.exe from CMD
  • Installed and configured different operating systems such as Windows 7, Vista, Window XP Home and Pro, Windows 2003/2008 Server, Windows 98/95 and Mac 10x
  • Created user profile and set administrative rights for the user on a new workstation and joined the domain, installed Allworx Call Assistant for VOIP 9212 phone system, downloaded Spark and created IM user account
  • Installed and configured dot matrix network printers and Fujitsu scanners
  • Installed all applications based on departmental objectives
  • Installed and configured Sonic Point-N Dual Radio to secure the network

Live System Expert, August 2010 March 2012
Confidential,Los Angeles, CA

  • Engaged with customers via remote PC support for diagnosing, troubleshooting, documenting and resolved all manner of system performance issues related to malware, viruses, software, hardware, and networking.
  • Used the CRM system to meet 12-15 resolved tickets and total of 10 in/out bound calls, verify account information, view transaction details, monitor customer relationships, and update statuses,
  • Researched alternative solutions to the customer\'s computer problems use remedial tools in addition to the Cyber Defender line of products/software.
  • Managed incoming technical requests from customers using internal ticketing system.
  • Followed established workflow procedures and policies to meet daily minimum case and call handling requirements.
  • Prioritize and process caseload based on value, relevance, urgency, customer availability and workflow guidelines.
  • Listened to and effectively communicate with customers in a patient, supportive and reassuring manner.
  • Communicated with team members effectively to facilitate speedy resolution, prevent session disconnections, and eliminate duplicate tickets and customer call backs.
  • Kept customer technical request turnaround times below 24 hours.
  • Generated revenue by up-selling CYDE products/services.

Lead Tech, Jan 2010 June 2010
Confidential,Woodland Hills, CA

  • Ran and managed a migration project for 1700 units from Windows 2000 to XP professional, and supporting end users.
  • Supervised and directed a technical support team, network management, or data base management by assigning work and priorities.
  • Arranged formal training for employees, evaluated performance, determined and enforced standards.
  • Directed and conducted evaluation of hardware and software components which impact the delivery of services to the entire users.
  • Leaded subordinate to provide helpdesk support and technical services on office computers & printers, networking and communication hardware and software.
  • Installed, configured and troubleshoot e-mail, software, hardware, networking and all other computer related issues.
  • Configured and troubleshoot networks using TCP/IP/Wins/DNS/DHCP.
  • Port Configuration for POP3, IMAP4, SMTP, SSL, FTP, IPCONFIG, TELNET,NSLOOKUP.

Account Manager May 2009 Dec 2009
Confidential,Encino, CA

  • Identified and developed prospective client relationships.
  • Conducted “Needs Analysis” with clients and prospective clients.
  • Updated and Maintained Client Tracking System.
  • Reported to the Account Director, providing regular input on all account activity, including status and call reports on a weekly basis.
  • Helped management team initiate and implement business development strategies which resulted in a 10% increase in revenue.

Tech Support, Jan 2004 - Feb 2009
Confidential,Burbank, CA

  • Customer service and created SRO and running POS.
  • Assembled computers and troubleshoot desktops and laptops.
  • Installed and configure different operating systems.
  • System Restore on all brand laptop and desktops, virus removal and data recovery.
  • Ticketing system and troubleshooting devices for all departments inside of the store.
  • Installed and configured modem, router, switch, hub, print servers (all brands).
  • Diagnosed and repair any PC or tech issue, Internet speed, display settings, start-up programs, virtual memory, system and software crashes.
  • Software updates, operating system and software configurations, email setup.
  • Home network & device setup, Internet connectivity, wireless network setup, printer sharing, network configurations, and file sharing between computers.
  • Peripheral setup and device synchronization, printers & scanners, digital cameras, external hard drives, smart phones, and audio players.

TECHNICAL SKILLS:

  • Microsoft Active Directory, 2003, Wins7, Vista, XP, 2000, 03, 98, 95, 3.1
  • Mac Os 10x, Net Meeting, LMI, TV, Kaseya Tool, Proxy, Norton Ghost Exec
  • 10BaseT 10base Cat 5/6, Security Camera
  • TCP/IP, WINS, DNS, DHCP, POP3, IMAP4, SMTP, SSL, FTP, TELNET, PPP

TRAINING AND CERTIFICATIONS:

  • Dell Certified System Expert (DCSE 2010)
  • Comp TIA A+ Certified
  • Microsoft Certified Systems Engineer (MCSE Win 2003)
  • Microsoft Certified System Admin (MCSA Win 2003)
  • New Technology Training Institute, Glendale Ca, 2002-2003
  • North American Computer Consultant, Glendale Ca, 1997-2002

Awards and Recognition:

  • Winning award for three consecutive months holding highest record of resolved cases.
  • Team Knowledge Achievement Award 2008. Fry\'s Electronics, Burbank.
  • Elevated standards of service quality by establishing planned activities, maintained a high level of customer satisfaction, considered the “go-to” person among peers for solving problems and receiving training.
  • Achieve a contract persistency rating of 99%.

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