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IT Support WAN Infrastructure Resume Example

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IT SUPPORT WAN INFRASTRUCTURE
Summary

I offer previous experience volunteering at Seacliff Elementary School as a playground and lunchtime supervisor for the Kindergarten students including planning recess activities and helping students at lunchtime. In addition to being a mom to a first grader at Seacliff, I also have current and previous experience with childcare for friends and family.

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
Company Name － City, StateSenior 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
Company Name － City, StateAssociate 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
Company Name － City, StateSenior 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
Company Name － City, StateIT 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 － City, State, USABachelor of Arts: Sociology
Current Certifications
Cisco CCNA - Valid to July 2019Cisco IUWVN (Implementing Cisco Unified Wireless Voice Networks)- Valid to July 2019
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Resume Overview

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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