Experienced system technologist in APCO 25 radio networks with focus on software & hardware management for critical public safety systems. Determined to maintain a strong focus on quality , root cause analysis, and process improvement that will consistently meet and exceed customer expectations .
Provide Tier II support for Motorola Solutions specific Astro 25 Core consoles and Microsoft Windows management applications. Actively takie inbound technical request or service incident escalation calls from Motorola Solutions System technologists , field service organization, service shops and dealers .
Provide Tier I and Tier II support for Motorola Solutions specific ASTRO 25 Console and Microsoft Windows management applications
Actively take inbound technical request or service incident escalation calls from service shops technicians, dealers and other Motorola Solutions System Technologists
Support the following Tiers of Motorola Solutions based software and hardware console systems product portfolio while meeting daily call metrics :
MIP5000 VOIP Consoles
MCD5000 Desk sets
Centracom Gold Elite Legacy consoles and infrastructure
Console Database Manager
Alias Database Manager
MCC7100 consoles CEN or RNI LAN based
Profile support in Zone Configuration Manager database
Profile support in User Configuration manager database
Profile support in Provisioning Manager database
Assist with daily troubleshooting efforts to expedite data collection , debug logging , and root cause analysis
Managed weekly internal meetings between the Central Systems Engineering team and the TSO department to help drive escalated issues towards resolution
Identify and document root cause analysis details with internal solution databases to assist with decreasing the cycle time of future events
Meet all department specific case handling resolution metric's implemented on a monthly basis
Responsible for taking all active inbound calls into the System Support Center . Daily job responsibilities included interacting directly with Motorola Service Shops , System Technologists, and resellers.
Case and call handling types included Upgrade operations, Software requests, return authorizations, and preventative maintenance cases.
Participated in bi weekly and monthly training sessions to increase skill set to become a more productive team member with in the call center .
Participated in the case management team and consistently achieved positive customer feedback
CompTIA Network + obtained 2012
CompTIA Security + obtained October 2009
Attended CISCO networking classes sponsored by Harper College 2011-2012 held at Motorola Solutions Galvin Center
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