Information Technology Specialist:
Technology savvy problem solver, possessing great attention to detail. Adapt at moving into new environments and extrapolate from existing experience to quickly adapt to new technologies. Possess first rate Oral, written communication, and collaboration skills to work in concert with diverse groups effectively.
QUALIFICATION HIGHLIGHTS:
• Information Technology
• Administration
• Customer Service
• Telecommunications
EMPLOYMENT:
• Provide network support, monitoring, and isolation of company’s global network supporting Sprint wireline TDM and Ethernet WAN’s.
• Provide surveillance of the Sprint network to quickly identify and analyze network events using
Netcool and other Systems Management Tools.
• Serve as liaison between various support groups during system outages, and work with third party vendors or service providers to remediate outage issues.
• Resolve end-user problems and makes necessary modifications to Cisco and Juniper devices.
• Adhere to strict Service Level Agreements for fault resolution.
• Ability to work in a fast pace environment and prioritize work.
• Coordinated with senior level engineering group and site contacts for resolving all technical issues.
• Provide quality, timely and accurate end-to-end support and documentation of all activities . This includes (but not limited to) phone, email, instant message and documentation/tracking of the incident through Citrix ticketing system.
• Monitor and track scheduled network maintenance activities using applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved time constraints for these activities.
• Excellent analytical and communication skills, works well individually or performs as part of a team.
• Migration of customer network with hands on LAN/WAN troubleshooting.
• Generating CE, PE & Metro Ring Configurations of Cisco routers and switches.
• Responsible for pre to post provisioning tasks. Testing full network and Out Orders.
• Tasked to prepare CPE Configurations, also prepare Amend and Cease Orders.
• Testing individual customer requirements. Fulfilled service level agreements (SLA) by managing incoming work volumes for all associated tasks to ensure performance targets achieved.
• Coordinate with Field engineers, Order Managers and Customers in a professional and timely manner.
• Complete all tasks associated with defined base configurations. Preform test & turn up activities to
enable management and proper operation of customer provided equipment (CPE)
• Coordinated problem reporting, findings and their solutions with clients and management.
• Trained team members.
• Monitor network circuits and specific HQ hosts through CNS, and implement corrective actions.
• Coordinates and troubleshoots large domestic/ international Frame Relay and Point-to-Point networks using over 1,400 Cisco Routers/switches.
• Documented all issues using Remedy ticketing system. giving start and end times, their duration and cause.
• Documents and maintains daily operations using Remedy Action Request system.
• Provides customer service by interacting on a day-to-day basis with users, vendors, maintenance
engineers, and field technicians to isolate circuit faults throughout the networks.
• Participates in arranging for corrective action plans including setting up vendor meets, circuit testing and company FE dispatches to sites.
• Maintain adherence to company’s strict government SLA requirements.
• Provided support to internal and external customers while displaying stellar communication skills and top-notch customer satisfaction.
• Installed client-server and peer-to-peer Microsoft network.
• Troubleshoot network / server related problems.
• Administration, design, and implementation of local area networks.
• Provide Microsoft software support.
• Provide hardware support on laptops, desktops, and printers.
• System imaging and deployment.
• Worked with vendors to isolate/troubleshoot a variety of issues related to Automated Teller Machines.
• Perform system surveys, migrations, upgrades and installations.
• Install, configure, and maintain networks in WAN & LAN environments.
• Provide onsite & remote support for network problems and customer related issues.
• Provide training to end users on Reynolds & Reynolds specific software and systems.
• Install and maintain Windows Server networks, email systems, and backup systems.
• Troubleshoot and repair workstations, servers, cabling, and software application issues.
• Evaluated, and installed upgrades i.e. hardware/software.
• Worked from customer service orders and provide detailed documentation of all work performed.
• Scheduling service calls and handling multiple tasks simultaneously.
• Worked with customers and field replacement units both on-site and remotely.
• Coordinated and escalated application issues to vendors.
