| SKILLS PROFILE |
- Bachelors Degree in Information Technology and Administrative Management
- working knowledge of Cisco CUCM, IP Telephony, VoIP and SIP
- Ability and desire to quickly learn new technologies and products.
- Knowledge of and experience with installing computer hardware/software and configuring software.
- Classroom training of Java programming, Visual Basic, HTML, and Linux/Unix administration.
- Strong working knowledge of Avaya, Cisco ICM, and PBX systems.
- Good understanding of relational database concepts
- Working knowledge of databases MS Access, SQL
- Good understanding of TCP/IP networking
- Working knowledge of Microsoft Windows Servers 2003/2008
- Strong knowledge of and experience with Microsoft Office including Word, PowerPoint, Excel, Access, Ms project, and Ms Visio, MS Outlook
- Good understanding of Lotus Notes
- Strong written and verbal communication skills
- Good understanding of Software Development Life Cycle and processes
- Experience in handling confidential paperwork HIPPA
- Excellent time management, decision making and organization skills
- Ability to work independently
- Ability to work well under pressure while maintaining a professional demeanor
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| RELATED EXPERIENCE Engineer, Technical Support Confidential - Support all customers facing Telecom infrastructure systems i.e. Avaya CMS, Cisco ICM, SIVR PBX, Virtual Hold callback solution .
- Effectively communicate with internal customers via email, phone, and other electronic methods to ensure effective use of T-Mobile's products
- Performed daily health checks on various systems i.e. ICM core, AES Servers, CCM's, and SIVR's .
- Safely deploy code using the required methodology required by T-Mobile's Change Board team.
- Conducts follow up analysis on unresolved customer issues or escalates matter to the next appropriate Tier Level of support
- Extensively research and document customer software and technical issues as Knowledge Base articles
- Prioritize customer cases and company projects effectively, communicating priorities and plans to management
- Document all technical inquiries, develop and review content for knowledgebase
- Partner with Call Center Technologies, Design and Operational teams to transition new systems and applications into production.
- Perform daily operations and quarterly deployments.
- Assist in development of short interval schedules /SIS plans.
- Perform daily trunk-group summary interval reports for different servers
- Support Webcast during live meetings
- Learn new features/functionality/products as they are released
- Create Remedy tickets.
- Perform security patching updates and reboots on data center servers.
- Support live meeting Video conferences
- On call after hours.
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| Health Information Exchange Internship |
| Confidential - Worked within the IT/HIE department at Franciscan Medical Group on various systems.
- Updated Lotus Notes with Axolotl Elysium users
- Performed annual security audit for Elysium users
- Updated community security equipment and Fax Service Maintenance.
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| Computer Technician Internship |
| Confidential Refurbished computers, installed computer hardware/software and troubleshooting |
| LAN/WAN Technician Confidential - Assisted customers with emails accounts
- Provided technical and applications support on over 30 computers
- Assisted users, installed and maintained hardware and software
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| Computer Operator intern |
| Confidential Worked at Government Information Technical Services GITS : Payroll Office, Government accounts control office, mainframe |
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