Sample Resume: Telecommunications Specialist

William P

123 Drives, New York, NY, 00000 will.p@techejobs.com Contact: (123) 456-7890


● Top Secret / SCI (2014)
● Top Secret (2013)
● Security Clearance: Secret (2013)
● Eagle Scout
● Superior communication skills
● Exceptional Leadership skills
● Dexterous with administrative duties
● Provides excellent customer service
● ITIL V3 – ITIL and the Service Lifecycle
● Type 90 WPM
● Trainer: Network Administrator
● Team Lead
● Proficient using Microsoft Office suite 2003/2007/2010
● Associates Degree of General Studies
● Capable of multi-tasking professionally


PROFESSIONAL EXPERIENCE

ABC Company, Telecommunications Specialist              October 2014 – Present

● Administrator Cisco Equipment Management &Troubleshooting
● Administrator Juniper Equipment Management & Troubleshooting
● Administrator Firewall Equipment Management & Troubleshooting
● Administrator Encryption Equipment Management & Troubleshooting
● Administrator Voice-gateway Equipment Management & Troubleshooting
● Administrator Satellite Equipment Management & Troubleshooting
● Network latency Management/Troubleshooting/Resolution
● Netcool Alert Management Tool
● Café Management Tool
● Opsware Management Tool
● Tivoli Network Performance Manager Management Tool
● SugarCRM Management Tool
● Legacy Management Tool
● Manager Multi-enclave environments

DEF Company, Sr. Network Administrator             December 2013 – Present

● Administrator Of Cisco Equipment: Programming/Management/Troubleshooting
● Network Access Control (NAC): Programming/Management/Troubleshooting
● VLAN: Programming/Management/Troubleshooting
● DHCP Reservation (Printer/Workstation): Programming/Management/Troubleshooting
● Network Access Control (NAC): Programming/Management/Troubleshooting
● Share Drive: Management/Troubleshooting
● Network latency Management/Troubleshooting/Resolution
● Network Critical Incident: Management/Troubleshooting/Resolution
● Multipliable enclave Network Environment: Programming/Management/Troubleshooting
● Client Issue Management/Troubleshooting/Resolution
● Vendor Management/Troubleshooting/RMA
● ITIL V3 – ITIL and the Service Lifecycle
● Use of Network Node Manager (HP)
● Use of Network Automation (HP)
● Use of Service Manager (HP)
● Use of Whatsup Gold application
● Server Access as an admin to correct issues or reboot servers
● Writing SOP’s for training sessions with other agents or new hires
● Network diagrams

GHI Company, Sr. Service Desk             August 2013 –December 2013

● Provided tier 1 & tier 2 support
● Password Resets/unlocks
● Remote login assistance
● RSA account unlocks pin resets
● File restore from network drives
● Corresponded with 60 to 75 clients daily and successfully resolved their issue
● Outlook repair
● Writing SOP, Standard Operating Procedures, for other agents to be trained from
● Training new Help Desk Agents upon arrival
● Recorded, updated clients’ records after analyzing, editing errors, mistakes according to company rules and regulations
● Client Email and Call routing via ticketing systems or warm phone call hand offs
● Resolving 85 – 90% of customer contacts as FCR

JKL Company, CSC contractor             March 2010 – March 2013

● Provided Tier 1 & 2 & 3 web access support to customers for remote login
● Writing SOP, Standard Operating Procedures, for other agents to be trained from
● Training new Help Desk Agents upon arrival
● Google tier 1 & 2 SME on Help Desk
● Installation of Citrix’s Software and Login assistance with Customers
● Laptop maintenance, repair, re-imaging, and updating for agency laptops
● Laptop and Desktop Encryption deployment only Help Desk SME, Trained
● ITIL Level 1 trained
● Equipment Manage and Ticket Assigner of Help Desk
● RSA Administrator tool usage enabling, disabling, pass-code resets, and advanced troubleshooting
● Walk-in customers for RSA token pick up
● Corresponded with 60 to 75 clients daily and successfully resolved their issue
● Client Email and Call routing via ticketing systems or warm phone call hand offs
● Good relationships with fellow work groups. (Network, Account Admins, CISO, Sec Ops, Enrollment, and USAID Employees, VIPS and USAID Administrators.)
● We use the Remedy Ticketing system to keep track of all calls and email that came though the help desk, thus allowing me to forward all my tickets to the other departments if need be, also allowing my supervisor to review my work as needed
● Closed 85 – 90 % of all opened customer ticket request
● Recorded, updated clients’ records after analyzing, editing errors, mistakes according to company rules and regulations, which was recorded in Remedy

MNO Company, Herndon Virginia              May 2009 – March 2010

● Provided tier 1 Web VPN support to clients working offsite
● Troubleshooting networks issues for VPN and office based clients
● Basic router and switch resetting and CAT 5 cable checking
● We also walked clients though how to retrieve the IP address, ping outside routes that were secure in accordance with our platform
● Corresponded with 30 to 40 clients daily and successfully resolved their issue
● Responsible for evaluating client emails and calls and deciding which department needed to address the situation if I could not resolve the issue myself
● Had a good working relationship with hardware, software, break fix, connectivity, networking and fellow help desks at the site we provided the service to
● Used the Right now Ticketing system to keep track of all calls and email that came though the help desk, thus allowing me to forward all my tickets to the other departments if need be, also allowing my supervisor to review my work as needed
● Would follow up daily with all client tickets opened though out the day to ensure their individual issue were resolved
● We did a weekly conference of in office communicator about our tickets and how to improve the help desk as an overall hole program
● We also had an on call phone that was rotated week among the help desk employee’s
● Closed 90 percent of the client request tickets opened in Right Now
● Corresponded with clients in Right Now and email request tickets in a timely fashion
● Recorded, updated clients’ records after analyzing, editing errors, mistakes according to company rules and regulations, which was recorded in Right Now
● Corresponded with all clients regarding Right Now record changes
● Created and updated tickets within Right Now upon client email correction requests

Technical Skills

Operating Systems

MS-DOS, Windows 95, Windows 98, Windows2000, Windows ME, Windows XP, Windows Server 2003/2008, Windows Vista, Windows 7, Windows 8, MAC OS Leopard, Cisco ISO, Juniper ISO, Linux & Red Hat

Software Applications

Microsoft Office Suite 2003/2007/2010, Microsoft Exchange, Internet Explorer 6/7/8/9, Netscape, Adobe, Adobe Connect, Remedy Support System, Right Now, People Soft, Citrix Client, Active Directory, Remote Desktop Applications, NetMeeting, BlackBerry Enterprise Server, HP Service Manager, HP Network Automation, HP Network Node Manager, BIGFIX RPM Dash Board, RSA Web Application, Riverbed Cascade Profiler, Whatsup Gold, Putty, Netcool, Café, Opsware, Tivoli Network Performance Manager, SugarCRM, Legacy, Dreamweaver, HTML Coding, Java Coding, Perl Coding, C++ Coding

Miscellaneous

● Hardware and Software Installation& Removal
● Repair and Replacement Desktops/Laptops
● Information Recovery
● Setting up Networks Home and Office
● Computer Imaging XP/Vista/Windows 7
● Encryption XP/Windows 7
● Juniper Implementation/Installation/Configuration Routers/Switches
● Cisco Implementation/Installation/Configuration Routers/Switches/ASA/Firewalls

EDUCATION

Bachelors in Information Technology: Network Security – ABC University, New York, United States (Fall 2016)

● Active Directory 100
● Windows Server 2003 & 2008 100%
● Networking 1 & 2 100%
● Advance Networking 1 & 2 100%
● Routing and Switching 1 & 2 100%
● Routing and Switching Advanced 100%
● Linux & Unix 100%
● 2010 Microsoft Office Suite 2010 100%

ABC University, New York, United States., class of 2008, Associates Degree of General Studies

● 2004 Microsoft Office Suite 2003 100%
● 2008 Microsoft Office Suite 2007 100% 123 Training Academy
● ITIL LVL 3
● 123 Training Academy January 2014 – Present
● CCNA
● 123 Training Academy January 2014 – Present
● CISSP
● 123 Training Academy January 2014 – Present
● Cisco Architect (CCNAr)
● 123 Training Academy January 2014 - Present

References Available Upon Requestt