NOC Engineer Tier 3

• Oct 2022 - Present

NOC Engineer Tier 2

• Sep 2021 - Oct 2022

My responsabilities include:Act as a primary resource of technical support for field technicians from IP and networking to POTS and VoIP implementationRemotely support technicians and equipment by providing physical and network layer troubleshooting assistanceMonitoring, troubleshooting, and configuration of Data Remote VoIP devicesPrioritize and triage phone, email, and network monitoring system ticketsWork with client support teams to validate layer 1 connectivityWork and resolve escalations from Tier I support

TSC Support Engineer Tier 1

• Sep 2020 - Sep 2021

Trextel, Duluth, GA August 2020 – PresentTier 1 technical Support● Acts as a primary resource of technical support for field technicians and end users.● Prioritizes and triages phone, email, and chat session messages.● Escalates relevant issues to Team Leads/PM’s/NOC Personnel.● Documents relevant information and issue resolution. Key Projects:● Currently working with the HR and Marketing teams to recreate and design the company SharePoint intranet site. The objective is to give a modern look as well as to streamline important information within teams and departments.● Currently working on building and designing an interdepartmental web application for the Technical Support Team that allows team members to write notes clearly and effectively for quality assurance.

IS Support Analyst

• Jul 2019 - Jun 2020

● Collaborated with Clinical Support team in building and provisioning user accounts in Cerner● Assisted Financial Support team with building user profiles in STAR and providing services to all users within the organization● Documented and tracked all tickets, tasks and incidents using Remedy Ticketing System ● Collaborated with Clinical Support team in building and provisioning user accounts in Cerner● Assisted Financial Support team with building user profiles in STAR and providing services to all users within the organization● Documented and tracked all tickets, tasks and incidents using Remedy Ticketing System

Cerner Hardware Implementation Specialist

• May 2018 - Jul 2019

● Assisted in supporting a major hardware deployment of desktops, laptops, printers, and scanners for a Health Information and Electronic Health Record software company.● Maintained inventory of hardware in all facets of the deployment lifecycle to include receiving, imaging, testing, and deployment.● Replaced obsolete PC's meeting Cerner’s requirements and guidelines.● Used Active Directory to add, remove, and provision user accounts.

Deployment Technician

• Jan 2018 - May 2018

● Supervised process of deploying Windows 7 to 600 Dell OptiPlex 7050 computers using SCCM.● Added and managed new computers to Active Directory prior to deployment.● Configured and installs desktop peripheral and network technologies.● Implemented Footprints Ticketing system to triage incoming tickets.● Assisted with the assembly of VARIDESK Standing Desk and Arm Assembly.

Help Desk Support Specialist

• Oct 2017 - Dec 2017

● Answered and triaged Help Desk phone calls, emails, and escalations.● Responsible for troubleshooting, repair, maintenance, desk moves, unplugging and relocating of desktop, laptop, and peripherals.● Documented and tracked all tickets, tasks and incidents using Atlas Ticketing System.● Managed Active Directory user accounts, resets passwords, and creates security groups.● Delegated and provisioned email accounts, adds security and distribution groups to user profiles in Active Directory

Instructional Technology Specialist

• Sep 2016 - Oct 2017

● Created Active Directory user accounts, resets passwords, create security groups.● Delegated and provisions email accounts, adds distribution groups to user profiles● Maintained and deployed Windows image and educational applications using LANDesk to over 600 desktops and laptops.● Used eSupport ticketing system to create and manage incident and service requests until completion of issue.● Extended life and maximizes the school budget of legacy Dell OptiPlex 755 desktops by cleaning, re-imaging, and maintaining them. ● Participated in quarterly and yearly classroom and county wide inventories for upgrades in classroom technology.● Responsible for patching Cat5 cables in the main and intermediate distribution frame

Technical Support Engineer

• Nov 2011 - Sep 2015

● Provided front-end technical support for the TradeStation client base of 75,000 to determine solutions for hardware and software issues.● Proactively collaborated within all TradeStation departments to resolve client concerns and help deliver the highest levels of customer satisfaction.● Assisted management with escalation call backs to resolve more in-depth technical issues.files are in place within directories, checking for any malware that may inhibit functionality, managing exceptions within the firewall and by verifying communication via known ports.● Assisted customers with data backup, software upgrades, software updates and installations.● Collaborated with Quality Assurance and Engineers for support ticket submissions

Microsoft Service Desk Operations Engineer

• Mar 2011 - Nov 2011

● Played a key role as a Subject Matter Expert by analyzing and closing high profile cases enabling Microsoft to meet the service level agreement for high level partners and properties.● Communicated consistently and proactively with vendors and stakeholders by creating notifications for a catastrophic DNS server outage that affected over 400 million MSN and Office 365 accounts.● Collaborated effectively with various Microsoft groups including Microsoft Internal Operation Teams to drive resolution including attendance at operational bridge call downs.

Microsoft Tier 2 Support Engineer

• Aug 2010 - Mar 2011

● Provided front-line engagement with Microsoft Operations Microsoft Subject Matter Experts regarding Tier 2 and Tier 3 escalations.● Supported vendors and stakeholders by handling and resolving high priority tickets for Microsoft Online Services.● Assisted clients with creating and provisioning user accounts, and user migration using the Microsoft Online Customer Management Center application.

Geek Squad Technical Support Engineer

• Jan 2010 - Aug 2010

● Provided technical support to determine solutions for hardware and software issues. ● Effectively removed various forms of malware and educated customers on how to avoid dangerous computer activity.● Assisted customers with data backup, upgrades and installations using remote software.

Multiple Launch Rocket System Repairer

• Dec 2005 - Dec 2008

Replaced and repaired electrical, hydraulic, and mechanical assemblies. Utilized test equipment for deficiency isolations, implementing interactive training manuals and schematics. Replaced and repaired electrical, hydraulic, and mechanical assemblies. Utilized test equipment for deficiency isolations, implementing interactive training manuals and schematics.

Aviation Ordnanceman

• Aug 1997 - Aug 2001

Built, armed, and handled ordnance equipment. Participated in the assembly and installation of ammunitions such as bombs and missles to be utilized by fighter jets such as the F/A-18 and F-14. Built, armed, and handled ordnance equipment. Participated in the assembly and installation of ammunitions such as bombs and missles to be utilized by fighter jets such as the F/A-18 and F-14.