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IT Support WAN Infrastructure Resume Example

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IT SUPPORT WAN INFRASTRUCTURE
Summary

Offering a well-rounded background in computer technology and customer support, highly proficient in an office environment with 20 years of corporate work experience, including records processing, recording and retrieval, heavy data entry and data management. Adept at multi-tasking and handling an ever-changing and collaborative work environment with attention to detail.

Skills
  • MS Word, Excel
  • Word processing
  • Excellent computer skills
  • Strong team collaboration skills
  • Document and records management
  • Problem troubleshooting and resolution
  • Detail oriented
  • Data entry
  • Analysis, reporting, and metrics.
  • Strong communication skills
  • Excellent verbal and written skills
  • Working independently
  • Project management experience
Experience
01/1998 - 10/2000
AirTouch － Irvine, CASenior Help Desk Analyst
• Performed problem management support and resolution for over 200 billing systems and platforms across AirTouch/Verizon Wireless including Oracle, UNIX, VMS, and VAX
• Monitored all problem notifications and service requests
• Responsible for designing and updating training documentation (PowerPoint, Word, Excel)
• Updated and maintained internal support website (HTML)
• Created and scheduled reports in DSS based application (Web Intelligence)
• Acted as liaison between vendors and customers to solve billing and application issues
• Project management support for roll out of Oracle Financials and Oracle HR to company
• Assisted with pre and post implementation QA testing through all life cycle phases of the project.
• Trained Support Center for commercial rollout of both Oracle Financials and HR
• Performed daily quality assurance checks on all environments (UNIX and Oracle-based).
10/2000 - 08/2002
Verizon Wireless － Irvine, CAAssociate Software Engineer - Data Warehousing Group
• Data Mining and Report Analysis (Clementine 6.0.2).
• Development, implementation, and support maintenance of intranet portal (NT server, Oracle 8i database, document management)
• Assisted with code development for predictive churn model (Teradata SQL)
• Assisted with database table creations based on metrics and business reporting needs of marketing group  (Oracle 8i)
• Gathered business requirements from marketing group for predictive churn model (Excel - pivot tables, charts, graphs, formulas, filters)
• Performed data analysis for predictive churn model - data extraction, clean-up, and analysis for business improvements (Clementine 6.0.2)
• Web development and administration of Data Warehousing Group intranet (HTML)
• Business Objects universe development for marketing group for reporting to identify possible business improvements and customer experiences. (Business Objects 5, Oracle SQL 7).
• Updated metadata (PowerDesigner Suite 6.0)
• Provided user support and training (Business Objects, web portal, Web Intelligence).
• Data Warehouse conversion from current billing systems to Unified Data Model (Teradata)
08/2002 - 12/2016
Verizon － Irvine, CASenior Technical Analyst

• Records management of all IP addresses for company employees.

• Performed subnet audits to ensure adequate space for devices.

• Data entry of IP and DNS records into database.

• Records retrieval of IP statistics for reporting (Microsoft Word, Excel)

• Oversaw and managed all non-change and change related DNS/DHCP requests to ensure minimal to no impact to business.

• Troubleshot and resolved DNS and DHCP related issues from internal ticketing system, emails, and phone calls (Windows command line).

• Upgraded DNS and DHCP servers to new code versions (Bind, Solaris).

• Provided QIP training and guidance to NOC members.

• Created and generated ad hoc and weekly reports for DNS and DHCP health and IP change statistics and metrics for continual business improvements (UNIX, Solaris, SQL, Excel - pivot tables, charts, graphs, filters, statistics/formulas).

• Maintained and updated team documentation (SharePoint, document management).
• Created technical MOP's (methods of procedure) for various applications (QIP, Cisco CSS and Citrix Netscaler SSL certificates, and Cisco Content Engines).

08/2017 - 09/2018
Corporate IT Solutions (CIS) － Aliso Viejo, CAIT Support WAN Infrastructure

 • Troubleshooting network issues (layer 1) with clients supported by CIS.

 • Contacting ISP's on client's behalf to resolve Tier 2 issues.

 • Contacting clients and working with non-technical employees to resolve Tier 1 and network-related equipment issues to resolve and ensure minimal impact to business and meet SLA requirements.

Education and Training
2007
California State University Fullerton － Fullerton, CA, USABachelor of Arts: Sociology
Current Certifications
Cisco CCNA - Valid to July 2019
Cisco IUWVN (Implementing Cisco Unified Wireless Voice Networks)- Valid to July 2019
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Resume Overview

Companies Worked For:

  • AirTouch
  • Verizon Wireless
  • Verizon
  • Corporate IT Solutions (CIS)

School Attended

  • California State University Fullerton

Job Titles Held:

  • Senior Help Desk Analyst
  • Associate Software Engineer - Data Warehousing Group
  • Senior Technical Analyst
  • IT Support WAN Infrastructure

Degrees

  • Bachelor of Arts : Sociology

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