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Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals.
Attentive Technical Support with 2 years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player seeking a role offering increased responsibility.
University of Phoenix- (2012-2013) Information Technology
Mathematics and Computer Science Relevant Coursework: Introduction to Computer Programming (Python), Techniques of Computer Science (Java), Data Structures, Computer Organization (Assembly Language), Symbolic Logic, Theory of Computation, Complex Analysis, Group Theory, Linear Algebra, Calculus I, II & III, Applied Statistics
Starry' s Solutions Engineer Designs, builds, and operates wireless and wired networks for single-family units, multi-dwelling units (MDU) and enterprises.
Support the Network Deployment Team by performing site walks to determine the appropriate system design for customer properties, and articulating the same in the form of detailed design documents and specifications for Starry Construction Managers and the network of third-party contractors to follow.
- Establish and maintain a deep understanding of the overall Starry technology portfolio.
- Provide the initial technical product overview to new customer accounts, and assist in the production of RFPs and other proposals to customers.
- Identify technical requirements, then design and implement Starry's system to fit the customer's property.
- Lead Pre-Sales design activities, including site walks, to determine a customer-approved location for Starry system hardware and cabling, and to determine how existing wiring in the building may be incorporated into the design plan.
- Provide expert guidance on Starry system design concepts, including physical network design and key RF considerations.
- Strong competency in generating solution documentation for both internal stakeholders and clients: often in the form of network implementation plans, physical network designs, slides, documents, and spreadsheets.
- Ensure the feasibility of your proposed solution with our Deployment and Engineering teams
Track, prioritize, and manage all technical activities and milestones from Pre-sale to customer-ready.
- Be the primary point of contact to resolve technical design issues from customers (internal and external) during and after installations.
- Provide hands-on management of the most complex projects: leading by personally taking on any difficult problems.
- Develop creative approaches to keep operational costs low and improve the efficiency of our approach to infrastructure deployment.
IT Managing Consultant, Network and Solutions Implementations.
Technical Solutions Engineering to assure IT perfect performance and growth of the inside departments data usage. Network Security configurations and Monitoring.
Technical Support, Engineering and Implementations, Data Center Solutions, Networking and Infrastructure Designs, IT Security Policies and VOIP Configurations.
- Meet with clients to determine requirements
- Work with clients to define the scope of a project
- Plan timescales and the resources needed
- Clarify a client's system specifications, understand their work practices and the nature of their business
- Travel to customer sites
- Liaise with staff at all levels of a client organization
- Define software, hardware and network requirements
- Analyze IT requirements within companies and give independent and objective advice on the use of IT
- Develop agreed solutions and implement new systems
- Present solutions in written or oral reports
- Help clients with change-management activities
- Purchase systems where appropriate
- Design, test, install and monitor new systems
- Prepare documentation and present progress reports to customers
- Organize training for users and other consultants
- Be involved in sales and support, and where appropriate, maintain contact with client organizations
- Identify potential clients and build and maintain contacts.
IT Training and Instruction for new release brands and systems configurations for the best performance of the internal data processing. Cloud Synchronizations, Server Virtualization, Active Directory and Exchange administration.
Internet Service Provider Solutions Engineering and Architecture.
Designing and developing new Network Architecture for B2B department on GPON technologies. RF and Microwave design with Radio Technologies for wireless implementations to customers premises. Site configurations and B2B design with over 5,000 sites and Wide Area Architecture.
Calix Networks implementation and PT Technologies for B2B Customers. Configuring and supervising B2B Projects with Financial Conclusions and investments.
Presales Engineering on MPLS Networks and B2B technical Solutions, Managing the Potentials Customers of the company, taking the best results of the negotiations as Service Providers.
Supervising Sales Operations for customers satisfaction for technologies implementations and equipment. Operations Engineering with Designing Customer Networks and Provisioning, for the Connectivity from our ISP Networks to the Customers.
Project Managing for the B2B Sales Department in Technology Orientation, with network architecture. Partners and Solutions Design Implementations and Designs with different Networking brands.
IT Operations Manager with the collaboration of 25 Members of different Areas, such as Networking, VOIP, Security, Developers, Report Developers and Technical Support.
Technical Solutions Design for B2B Customers based on VOIP, Network and Security Network Design.
Coordinator of Telecommunications Implementations and Deployments, Routing, Switching, Firewalls and IP Phones.
Digium Administrator (VOIP), Extensions Managing, Debugging, Time Frames, Recordings, Server Status, Backups, FTP, Provider Statutes.
Domain Admin (Windows Server), Managing Domain Users and Computer, configuration of GPOS and Firewall Configurations.
Firewall Configurations and Security Monitoring, Manage VPNs, NAT, PAT, ISPs, Logs and Performance Monitoring. Telecommunications QA and Network Designer with traffic Engineering.
Network and Security Administration and Supervision with technologies as 3COM, Cisco, AVAYA, Fortinet. Technical Support. Data Center Administration, NAT/PAT configurations, Windows Server Administration, Routing Protocols as OSPF, RIP. VPN configurations IPsec, Access controllers.
Manager of IT Crew, configurations and developing tools. Switching, Routing, Developing. Telecommunications administrator and security engineer. Technical Support. Database Administration, Printers, Phones, Hardware reparations.
Tenured Telecommunications Desk-side Engineering/Technical Operations Support Specialist willing to take on additional responsibilities in order to add value and innovation to a growing company's vision.
I began my robust career in telecommunications in 1995 with company TCI Communications, and then via many company acquisitions/mergers became AT&Tmp;T, Adelphia, Time Warner Cable, and ended my role in 2017 with Charter Spectrum.
My technical expertise extends more than 2 decades in Telecommunications with 21 combined years of troubleshooting hardware and network, and servers. Trained with internal and external Technical Customer Support, in the Residential and Commercial or Business Class divisions inclusive of Hospitality and Municipal clientele.
Equipped with the skills and abilities to effectively communicate, test, diagnose, and reset or activate hardware, engage networks, provision Emtas, HSD and Phone, LEC, LEC Intervals and Carriers, HSD modem(s)/router(s) , enable/disable DHCP/NAT configs, versed with LAN, VoIP, and POS machine, cut new IP, dynamic & static configs, Nat/DHCP Enabling and configuration NOC tier 3 level/end user support. Trained to address via Ticketing Implementation to correct, escalate Both External and Internal Networks Infrastructure Issues, Monitor, Detect, Identify Network problems at the Headend/Hub (cisco server), or detect issues with 3rd party vendor networks while monitoring all problems and critical customer impacting Issues with real time solutions and remote desk-side repair(s.)
My professional Experienced and Training includes but is not limited to:
Remote Management – Proficient at troubleshooting devices with an extensive knowledge and background using Docsis 3.0/Orange tools in conjunction to the following tools: IPMT, Script Generator, Kitty, Pinging Modems, Passwords for Docsis Access, and extensive knowledge of IP's and the various ways modems can be scripted with different IP/Subnets, placing scripts on bridge-mode or non-bridge-mode (DHCP/NAT configurations) and programming with a clear understanding of how both Static and Dynamic IP configurations work and are maintained through the many provisioning programs that are available to further aid us in technical support.
Administration/Automation - Using logic and data collection I am able to manage multiple complex tasks and assignments at one time. Skilled and experienced in assisting Project Managers, Account Executives, Directors for Field Operations, Dispatch Coordinators and Director/Managers, Marketing, and the daily support of both internal and external customers, I find myself to function well under fast paced, high demand environments while reporting and diagnosing corrections accurately and efficiently while being part of the solution, minimizing down times for clientele
Database Entry, Typing and Computer Skills – Highly skilled on the computer as an active and proficient user of MS Office, Skilled to support interdepartmental tools and programs with WFM, ERP, CRM integrated and automated product and software platforms
Communicator and Relationship Management - Manage many relationships in a positive, productive way that enhances the experience of colleagues, managers and customers. Maintain excellent interpersonal and relationship skills and single handed worked on very large client based accounts and on a variety of huge projects: The Academy Awards, The Emmy Awards, The Golden Globe Ceremony, Coachella and Stage Coach Music Festival for GoldenVoice, Dodger Stadium Events and Televised Games, Honda Center of Anaheim, House of Blues in Anaheim
Dedicated, Passionate and Experienced Tier 1, 2, 3 NOC level / end user support specialist with telephony restoration, modem provisioning, HSD analysis expertise with Native nd Ported TN's (Telephone Numbers) and restoring 911 service and dial tone while providing Customer Care to assist Business Class / Residential Clientele
Trend/Forecaster (client/customer/ Field of 300+ technicians/crews) to provide end user level technical support extending 24x7x365 support via remote through VPN
Proficiencies include performing 9200 SPM on 10-key touch, 40-45+ WPM with proven history of Technical Support, Experienced SLA - or Contractual Obligations to procedure and Protocol
DOCSIS 1.0 (TCI Communications) – 1
DOCSIS 1.1 was a stage that standardized (QoS.) I was first introduced to Orange Tools/NYROC tool/program, better known as “Docsis tools" in 1997. My 20+ year career small warehouse for TCI Communications as an Inventory Control Specialist/Converter Control Clerk and it was there I first learned to stage and troubleshoot new, returned and damaged equipment (Video, HSD modems.) I had to be able to distinguish the issues as they could be Device/hardware to the rf connector to the isolated to the cable jumper line, to the internal network connectivity and finally identifying when the problem is found within the external network as I did this for 4+years and monitoring Docsis levels and SNR. I developed a background and was on my way to be able to clearly distinguish big issues from smaller ones while grooming my troubleshooting skills in the Telecommunications Industry.
DOCSIS 1.1 (TCI Communications) 1
Starting with DOCSIS 1.0 I learned all the parts and pieces of our analog and fiber networks as well as all associated devices and regularly activation and support for the hardware to networks to vendors such as: Samsung/Motorola to Scientific Atlanta/Cisco using the Docsis tool and program to gain a level of expert troubleshooting experience that I would then carry with me through many promotions and advancements. DOCSIS 2.0 (TCI Communications merged to Adelphia) 2001-2006 I regularly tested devices and verified where the network issues occurred using the Docsis program, many linked databases, outage boards, and “Data Over Cable Service Interface Specification” to stage loads of equipment during a period often referred to as the “Switch Digital Phase.” Simple analog signal was no longer available due to the world's transition to 2-way digital signal. Docsis enhanced upstream data during this period as a response to increased demand for symmetric services such as IP telephony products. I used all available tools to check the levels specifications for SNR, TX, RX levels and connectivity – I learned how devices are connected and operate of the blades connected to the CMTS servers to the node and then to the HUB and back to the device again as I used Docsis 3.0 to test all 2-way signal devices, verifying connectivity via SNR levels, valid boot/bin files etc.,.
DOCSIS 3.0 (ATTTmp;T - Time Warner Cable - Charter Spectrum) 2006-2016
DOCSIS 3.0 significantly increased data as the (telenet) button became available enabling users to script and tunnel into modems for a bridged mode or non-bridged mode depending on whether or not customer is using their own router or wanted to rent a device and I would create a work order for an up-sale, during this period, my residential upgrades were in an effort to generate additional revenue for the company and was rewarded. I was also during this period, in 2012 I became comfortable and was introduced to Internet Protocol version 6 (IPv6) platform.
DOCSIS 3.1 (Charter Spectrum) 2016-2017
Beta tested the DOCSIS 3.1 suite in an effort to shape the telecommunications industry and specifications support capacities of at least 10 Gbit/s downstream and 1 Gbit/s upstream using 4096 QAM will upgrade allowing new specs do away with 6 MHz and 8 MHz wide channel spacing and instead use narrower (25 kHz or 50 kHz wide) orthogonal frequency-division multiplexing (OFDM) sub-carriers; these can be bonded inside a block spectrum that could end up being about 200 MHz wide which increased HSD speeds and connections and we began relying on mostly Cisco Servers and Hardware devices.
Graduated with Honors for 3.78 GPA and became part of CSUF International Golden Key Club, 2012
Resigned from prior career and position with Charter Spectrum on 3/1/17 voluntarily due to an area relocation; can provide all documentation of support. I moved from Long Beach, CA to Riverside, CA in 8/2017, relocation is complete
Care for a girl 2 and a boy 8 mo. Prepare and serve meals with balance nutrition, ensuring food safety for 18 mo food allergy. Organize fun and educational games, read story books that insure children interest in story time. Laundry, and all house hold chores to ensure a clean and safe environment for the children,
Employed a variety of materials for children to explore and manipulate in learning activities and imaginative play.
Read stories to the children and taught them painting, drawing and crafts.
Broward Community College 2010-2013
AS in Health Information Management
Establish, enforce and modify child support orders and establish paternity. Manage and prioritize case tasks according to office policies and state and federal regulations.
Assisted with administrative duties, provided paralegal, clerical and statutory support essential to the operation of the courts, served as liaison between county employees, court reporters, department heads and the general public. Decisions regarding daily work activity were made independently within the context of established policies and procedures.
Spending time with family, running, attending fitness classes at YMCA, and reading