Experience

Premier BPO, LLC.

• United States
• Outsourcing and Offshoring Consulting
• 100 - 200 Employee

• Level 1 Engineer (Remote)

  • Nov 2022 - Present

  Using Cisco VPN, ConnectWise, Splash top, Atera, Microsoft Office - Core Engage, Outlook, Teams.Front-line support for 80 clients (ranging from 5 to 300+ users) including accounting firms, law firms, construction, medical, public relations, retirement/nursing homes, and government contractors.Work includes resolving various problems such as active directory, email, printers, software, connection failures, resetting passwords, unlocking emails, new laptop software installations, two-step authentication reregistration, unlocking emails, escalating as necessary, and documenting service requests according to the procedure.



Level 3 Communications

• Telecommunications
• 700 & Above Employee

• Network Operations Center Technician

  • Jan 2006 - Dec 2009

  Participated in 24-by-7 rotating shift coverage and on-call supportChecked network events, initiated the incident, carried outweigh level triage, and managed notifications and escalations 24/7Communicated directly with customers when necessary and collaborated with Tier2 organizations, diagnosed issues affecting software, hardware, and systemsMonitored all critical systems every hour of the day and attended to calls for support from customersAnswered customer calls, monitored network alarms, created tickets and carried out initial triage to resolve issuesResolved problems as much as possible by running books and applying documented processesEscalated tickets or assigned them to the correct internal support teams to handle if Icould not find solutions for the problem within defined guidelinesFollowed up on incident ticket progression and ensured the appropriate staff acted upon it until the ticket was effectively closedCommunicated directly with customers when necessary to perform updates, as well as assent all incident notifications and updates to management, internal engineers, external customers, or another appropriately defined recipient as essential following established notification procedure



Nortel Networks

• Telecommunications
• 700 & Above Employee

• Network Engineer

  • Jan 2000 - Dec 2005

  Responsible for designing and installing telecommunication equipment and facilities such as electronic switching systems, optical fiber optics, microwave transmission systems, and IP networks Ensured data transmitted over wired or wireless communication is of high-qualityProviding data transmission services with high-speed capabilitiesUtilized a variety of equipment and transport media, including twisted pairs, coaxial cables, and optical fibers, to design the telecom network infrastructureDesigned, implemented, and managed various telecommunication networks, including data networks (internet), and voice networks (conference call technology) used in the organizationTroubleshoot any issues that may arise to point out or find security glitches and remedy breakdownDesigned, installed, and supported computer systems inside the company and various different types of organizations

• Field Technician

  • Jan 1997 - Dec 1999

  Provided on-site end-user support, telecom installation, programming, maintenance, and repairs to a wide variety of telecommunications systems, equipment, cabling, and to other related systems and equipment at all locations within the assigned work region.



None

• Information Technology & Services
• 1 - 100 Employee

• Unemployed

  • Mar 1995 - Dec 1996

  None None



US Navy

• United States
• Armed Forces
• 700 & Above Employee

• Fireman (engine/mechanical)

  • Jun 1993 - Feb 1995

  Stood underway engineering watches and operating analog, digital, and plasmatic display unitsUsed hand and power tools while working with complex machineryRepaired, maintained, and preserved engineering and associated equipment in preparation for underway operationsKept accurate electronic and written recordsObserved safety standards associated with engineering machineryStood power plant and ship security watches while in port and underwayOperated electrical and sound-powered communication systemsServed as a member of damage control, emergency, and rescue and assistance teamsTook part in the underway replenishment (transferring fuel and supplies from ship to ship at sea)Worked with qualified personnel to gain on-the-job training and experience, which will qualify for college credits.