Accomplished professional support role with 10+ years' experience in Data Center operations, Technical and Help Desk support in Telecommunication industries
*9 years of with Ericsson telecommunication hardware and support, lab operations and data center environment with mixed computing platforms familiarity with Unix, Linux, and Windows platforms servers, cisco systems, switches, and ONPATH layer 1 fiber channel mainframes and networking AC/DC environments and installations. Experience in help Desk support to thousands of users internal and external clients earning a solid reputation for productivity, complex problem resolution and professionalism. Excellent communication and networking diagnostic skills
Windows 2008 Client & Server
MS Office 2000-2008
Linux Red Hat
iOS Layer 1 and 2
Fiber Test Automation
DIGI Terminal Servers
MRV Communitions Optical Transport carrier
Ericsson SSR (Smart Service Router)
IXIA Traffic Generator
Comcast High speed
and Cable TV
Network Lab Operations
Data cabling SM/MM Fiber, RJ45 and RJ10
Cabling/wiring 12/48 volts power distribution units
11/2008 to Current
Network Operations Tech IICompany Name － City, State
Provided after hours support as Network Analyst supporting and maintaining large scale networks infrastructure and remote operations in San Jose engineering labs and data center facilities.
Challenged to provide timely resolutions to support mission-critical network operations, network failures, system outage and test automation topologies.
4 years as contactor agent for remote support site in India inquires,trouble,installation,test system and node to node connections and configurations.
Provide support on ONPATH layer 1 topology 1 GB-10 GB fiber channel ports.
Remediate general outage and repair connection terminal remote servers and Redback and Ericsson Smart Service Router (SSR) initiated analysis.
Deploying upgrade or downgrade firmware version to Redback and SSR router as request by engineering remotely.
Experience in multiple operating environment including mainframe connectivity validation and verification on Windows server, Unix, Linux PC are active on data center network.
Escalated issues if needed local engineering team and maintained communication with overseas team and update ticket status.
Remedy network outages within timely manners to prevent critical global failures in data centers.
Monitored Cisco hardware and DIGI terminal performance consoles transmission.
Resolved issues with Gateway, Hubs/Routers/Terminal server and support data network for critical feeds to Erissson SSR IP service platforms and Redback networks.
Responded to system hardware/software error messages and hardware configuration problems and replacements.
Configured install and laboratory cat5/fiber wiring networking equipment and prepare test bed chassis systematics and 1Gb to10Gb optical modules configurations.
Experience with 12 and 48 volts wiring and familiarity power distribution units PDU.
Determine severity of escalations to reassigning to department engineering team and maintained communication with overseas clients for resolutions.
Worked independently on providing sole support for international operations and communicator to managements and weekly reporting.
10/2006 to 12/2008
Lead Technical Support and Hardware SupportCompany Name － City, State
Played key role as Lead team support center to team member to improve responsiveness and customer satisfaction of Pure Digital products and hardware platforms.
Diagnosed and resolved Pure Digital Window 2003 server platform outage and connectivity issues by outbound making outbound calls to clients.
Established responsibility Pure Digital Server software updates deployments, systems and monitoring and performance to insure stability of programs.
Repair Pure Digital severs hardware docking port, network card, memory, hard drives and reimaging.
Trained staff on new Pure Digital products, technical specification and functionality,.
Maintain Service Level Agreement for in-store customers for dispatching field technicians for service and repairs.
10/2005 to 04/2007
Technical Support Representative IICompany Name － City, State
Responsible as Tier II representative for OpenTable.com inbound, outbound and remote access to support restaurant clients with hardware and software.
Assist clients educating OpenTable software, hardware, online reservations, configurations and OT backup management.
Provide remote support to identify and solved issues with OpenTable proprietary server and clients network LAN connectivity.
Provided email, inbound phone and outbound support general inquires, online dinning points and restaurant reservations.
Provide as agent supporting Open Table's hardware peripheral printer devices and troubleshooting touchscreen monitors POSI Flex, ELO and G-Vision hardware.
Take ownership to escalated calls from Tier I and escalated tickets to provide advance support and resolutions in timely manner.
06/2005 to 09/2005
Technical Support Representative Tier IICompany Name － City, State
Support new and existing SBC to AT&T customer migrations process.
Provide support new customers provisioning Digital Subscriber Line (DSL) orders upon successful transitions.
Coordinate with ILEC/LEC provisioning group for new DSL line transfer, change and remove.
Responsible taking inbound and outbound for technical configuration, modem support, email, accounts and DSL internet connectivity.
Handles Tier 1 escalation tickets and accepts warm transferred customers with complex issue.
07/2003 to 10/2004
Customer Technical Support ICompany Name － City, State
Providing front line technical support to new and existing business customers Plain Old Telephone (POTS) and Digital Subscriber Line (DSL).
Troubleshoot DSL modem connectivity issues, resolution of synchronization issues.
Provide phone support POTS line features, telephone lines, add, remove account and telephone features and general inquires.
Dispatching and scheduling local ISP/LEC carriers to business.
07/2002 to 07/2003
Field Service Technician IICompany Name － City, State
Cable TV, High Speed Internet and Telephony field installer'.
Dispatched at locations on site locations and troubleshoot work orders tickets on customer premises repair existing services at fault.
Installing Network Interface Device (NID) telephony units customer business and homes.
Onsite field technician reconnect and disconnect customers.
Responsible certifying all 3 lines of services cable TV, telephone and high speed internet at customer's premise are active and proper specification.
Additional duties including educating and interacting with customers about Comcast products and services.
07/2000 to 03/2002
Network Technical Support Manager and Internal Quality Control AssociateCompany Name － City, State
Responsible for the supervision and administration of help desk technical and Tier II agent.
Provided direction, leadership and coordination in complex multi-departmental issues with DSL new and pending accounts.
Administered Tier II staff performance and evaluate call center queues.
Analyzed escalations tickets and coordinate with lead technicians counter measures to resolve complex issues with DSL connectivity.
Monitored, analyzed call center ticket entries from Tier II agents.
Coached, trained and provide leadership new employee implementing DSL technology to new recruits.
Diablo Valley College - Computer Network Technology
CLC- San Francisco, CA Information Technology Support Professional Certificate
Analyst, Automation, backup, Cable, Cabling, call center, cat5, Cisco, Client & Server, com, CA, hardware configuration, hardware, clients, customer satisfaction, Dell Servers, direction, Dispatching, DSL, Digital Subscriber Line, email, features, Gateway, hard drives, phone support, help desk, Hubs, Information Technology, internet connectivity, ISP, IP, LAN, leadership, Linux, mainframe, memory, access, MS Office 2000, Windows, Window, Windows XP, modem, monitors, communicator, Network, networking, Networks, power distribution, printer, Red Hat, repairs, reporting, Router, Routers, San, scheduling, SSH, Servers, Service Level Agreement, specification, supervision, TCP/IP, technical support, technician, Telecommunications, Telephone, Telephony, phone, TV, Telnet, Terminal server, transmission, Troubleshoot, troubleshooting, UNIX, upgrade, validation, Vision, WAN, Windows server, wiring
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Job Titles Held:
Network Operations Tech II
Lead Technical Support and Hardware Support
Technical Support Representative II
Technical Support Representative Tier II
Customer Technical Support I
Field Service Technician II
Network Technical Support Manager and Internal Quality Control Associate
Diablo Valley College - Computer Network Technology CLC- San Francisco, CA Information Technology Support Professional Certificate
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