Quality-driven Combination Technician with over 20 years experience in telecommunications. Dedicated to reliable work ethics and positive team influence. Possessing excellent organization and communication skills. Ready for a new and challenging IT Support position.
Skills
Keen attention to detail
Safety-minded first in all tasks
Ability to interpret documentation
Excellent troubleshooting skills
Adaptable and flexible to changes
Excellent interpersonal people skills
4-wall technology work experience
MS Office and Google Workspace proficient
Junior project management experience
Working towards PMP cert completion
Exuberant learning and teaching aptitude
Project development and lifecycle knowledge
Experience
10/2000 to 08/2020
Communications TechnicianFirefly Aerospace – Vandenberg Air Force Base, CA,
Answered normal and after-hour service calls diligently.
Demonstrated network management abilities for others to emulate.
Laid out cabling plans and ran through buildings to desired locations.
Installed and tested copper/fiber circuits with a high degree of accuracy.
Repaired and maintained Nortel DMS, Lucent 5ESS, and Ericsson switches.
Performed system backups and maintenance upgrades on network equipment.
Applied improvement methodologies that improved work processes by 25%.
Interpreted technical documentation in order to accurately configure equipment.
Performed hardware configuration and turn-up of network equipment per method of procedure (MOP) documentation to meet productivity and new FTTx sales goals.
Maintained inventory of printed circuit boards (PCB's) and returned excess spares to the regional hub to increase availability to other locations, thereby reducing the dollar amount by thousands on audits.
Escalated priority-one spares for out-of-service (OOS) equipment by following after-hour hot-shot request procedures to reduce down-time, negating FCC, and MTTR flag reports for the team.
Coordinated T1, T3, DS0, OC, CWDM/DWDM, ROADM, SONET, Ethernet testing with customers and NOC to clear the central office of trouble, which helped outside field techs to locate the root cause.
Used a proactive approach to meet circuit due dates and quality check list completions from telephone equipment orders (TEO's), thus helping the team to increase utilization performance metrics.
Requested shipping materials, wiring, and fiber supplies in advance by checking stock inventory at key central office locations weekly, thereby increasing the overall performance metrics of the team.
Lead the team by initiating central office reviews and audits with positive action by thinking ahead with onsite pre-inspections, which made them require less time to complete before actual due dates.
11/2007 to 12/2008
Help Desk Support SpecialistAetna Inc. – Albany, NY,
Prioritized and solved problems in a timely manner.
Resolved level 1 software and hardware technical issues.
Supported customers with password resets and account profiles.
Created, maintained and deleted active directory user accounts.
Resolved over 90% of first-time support tickets within 10 minutes.
Configured hardware and software of work stations for new employees.
Assisted customers with instructional support and product troubleshooting.
Managed open tickets diligently by gathering more information until resolved.
Documented issues in bug tracking system for reporting to tier 3 tech support.
Initiated shipments to send equipment to clients and tracked return shipments.
Explored new technologies and tools that quality assurance team could use for testing purposes.
Guided change management tasks via ITSM system, monitoring each change for required approvals before pushing software patches.
Directed troubleshooting for bugs and flaws discovered in both pre-release and final production software products.
Collected and integrated customer feedback into future development efforts, identifying consumer trouble spots for amelioration.
Collaborated with IT team to schedule and implement software patches at times most likely to produce minimal service disruptions.
08/1999 to 09/2000
ElectJessicaics Lab AssistantCfd Research Corp. – San Antonio, TX,
Cleaned and organized classrooms, materials and supplies.
Mentored students to share learning scenarios with others.
Ensured each student understood lab assignment objectives.
Tutored and coached students on algebraic formula equations.
Placed emphasis on safety for the use of ac/dc power supplies.
Performed setup, calibration, and maintenance of test equipment.
Served as assistant proctor during final laboratory tests and exams.
Assisted a class size of approximately 15 students during lab experiments.
Demonstrated component circuit testing and troubleshooting procedures.
Prepared the class for final lab projects-exams relating to electJessicaic components, circuits, and measuring equipment.
Education and Training
Expected in 09/2007
Associate of Applied Science: Information Technology, 4.0 GPA ITT Technical Institute - Austin, TX, GPA:
Expected in 09/2000
Associate of Applied Science: ElectJessicaics Technology, 4.0 GPA ITT Technical Institute - Austin, TX, GPA:
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
