, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Summary
Reliable, passionate and quick learning technician with extensive experience dealing with stressful situations and environments. Loyal team player with a strong work ethic and sense of responsibility. Curious mind and immersion in technology from a young age.
Skills and Qualifications
Communication and professionalism
Urgency and multi-tasking
Attention to detail
Training and mentorship
Self motivation
Adaptability and openness to change
Remote troubleshooting and diagnosis
Experience with troubleshooting and remotely rebooting Cisco routers and other networking equipment
Experience with remotely controlling power distribution units
Experience and familiarity with Linux terminal
Basic knowledge of Python scripting
Experience with Wiki-Media Markup language
Experience with Microsoft Office and several ticketing systems
ITIL Certification
CompTIA A+ Certification In Progress
Experience
Customer Service / NOC Technician, 03/2020 - Current West Asset Management, Inc. – Portland, OR,
Monitor Lightning Detection Equipment around the world, perform remote troubleshooting of this equipment such as remote pings, rebooting equipment and running equipment diagnostics and use the SalesForce ticketing system to document my work. Then, communicate with local equipment hosts to walk them through troubleshooting and resolution of issues I am unable to resolve remotely.
Monitor and troubleshoot faults and data quality issues for roadside weather monitoring stations and escalate to customers and field technicians as necessary
Create and maintain user accounts for customers to access road and airport weather data.
Monitor wind detecting SODAR stations across the country for potential snow cover and remotely initiate heater burns on them when necessary.
Perform hourly checks of critical infrastructure using monitoring tools such as Nagios, Zabbix, Xymon, Grafana and Nagvis and escalate to appropriate parties as necessary.
Escalate and provide frontline support for trouble tickets, calibration requests, sales requests, etc. from around the world for issues with or requests regarding weather monitoring and industrial measurement equipment
Create and maintain process documentation using Media-Wiki Markup.
Data NOC Technician, 08/2018 - 03/2020 Lowell General Hospital – York, ME,
Monitored data links for live 911 centers using Hewlett Packard OMI software, Unix command lines and PuTTY Connection Manager to ensure that they receive location data for 911 emergency calls.
Performed several troubleshooting tasks such as connecting to Cisco routers and terminal servers, performing show commands and rebooting links.
Created detailed tickets using BMC Remedy software to document contact information, circuit information, troubleshooting steps, etc. and communicated this information to NOC technicians from various other organizations and directly to customers using our services.
Performed archiving tasks in a tape drive library.
Service Desk Specialist, 07/2016 - 08/2018 Intrado Life And Safety – City, STATE,
Performed basic troubleshooting for users with application and computer issues such as password resets, clearing cache, credential manager, etc and triaged issues I was unable to resolve to various other support groups.
Reviewed documentation for planned internal infrastructure changes and maintenance.
Conducted and led Change Advisory Board meetings during which several members of upper management reviewed and approved proposed infrastructure changes.
Documented incoming notifications of future planned maintenance scheduled to be performed by various vendors which would affect internal systems.
Incident / Change Administrator, 03/2014 - 07/2016 Intrado Life And Safety – City, STATE,
Performed several administrative functions during service interruptions and outages such as initiating conference bridges, crafting and broadcasting internal initial, final and update notifications, documenting timestamps of milestones in troubleshooting and repair processes, and paging technical resources to incident bridges.
Crafted detailed post-incident reports for service outages with which the incident team was involved and scheduled and conducted Post Incident Review meetings for these reports.
Reviewed and tracked stakeholder approval of documentation and provided support during maintenance and infrastructure changes such as initiating conference bridges, crafting and broadcasting internal initial, final and update notifications and recording timestamps for milestones in the maintenance process.
Documented incoming notifications of future planned maintenance scheduled to be performed by various vendors which would affect internal systems.
CVS Caremark Global Workforce Analyst, 10/2012 - 03/2014 ACS, A Xerox Company – City, STATE,
Monitored multiple call queues and allocated agents from various offices across the United States to ensure that customers had as little wait time as possible before speaking with a Customer Service Representative.
Evaluated shift bids to assist with scheduling of agents.
Received call-outs and documented absenteeism information for agents.
Used Microsoft Excel to pull, format and distribute several reports throughout the day to document data points such as absenteeism, common call types, call volume, etc.
Accomplishments
Documentation:
Created a 106 page work instruction for the Incident Administrator position at Intrado
Created and edited work instructions for several tasks associated with the Service Desk position at Intrado
Created a detailed personal notes database for NOC Technician processes and troubleshooting techniques at Intrado
Created and edited several Wiki articles using Wiki Media Markup language at Vaisala
Training:
Conducted and assisted with training of several new Intrado Service Desk Specialists
Assisted with training of several new Data NOC Technicians at Intrado
Assisted with training of several new Customer Service / NOC Technicians at Vaisala
Awards:
Received an award for Excellence during Intrado's Monthly award showcase
Received a bonus at Vaisala for determining which power outlet a specific piece of equipment was connected to at a remote site using deduction and reasoning without assistance from someone onsite.
Education and Training
High School Diploma: General Education (Science, Technology, Engineering, and Math based), Expected in 05/2012 - Berthoud High School - Berthoud, CO GPA:
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