Ivan R. Email & Phone Number

Orlando, Fl, Us

Dallas, Tx, Us

Nashville, Tn, Us

Responsible for remotely monitoring multiple client tolling systems, analyzing system data and generating frequent system health reports. Prevent or detain revenue loss due to system failures by working with other supporting department to detect, troubleshoot, and fix technical issues throughout the different systems.• Analyzed system generated data to diagnose the health status, and address existing or future technical issues that could be of revenue impact to the company.• Counseled management on methodical procedure implementation, in order to increase service quality and system efficiency levels. • Completed high priority tasks in a timely manner, as well as complied with customer contract guidelines and agreements.• Assisted with hardware installation and testing of “Dell PowerEdge R610” server rack blades.• Documented troubleshooting information into “TMC” ticketing system, and assigned incidents to other supporting departments as needed. • Dispatched, and partnered with field technicians after all remote troubleshooting was performed and equipment had to be physically troubleshot.• Configured, domain joined, and added admins to groups after image deployments for Windows based computers.• Tested software for bugs, crashes, errors, and discrepancies. Generated quality assurance reports for the development team before software deployments.• Operated Linux based computers to perform system troubleshooting.

Provided first and second level technical assistance for remote clients in support of residential internetservice. • Specialized on troubleshooting HSI connections. • Analyzed and tuned network components to optimize connection performance. • Partnered with field techs to troubleshoot signal strength degradation. • Assisted end users with installation, activation, update and configuration for gateway, modem, androuter equipment. • Supported computers and devices based on Android OS, iOS, Windows XP, Windows Vista, Windows7, and Windows 8. • Documented troubleshooting information into ticketing system, and assigned incidents to othersupporting departments as needed. • Provided end users with email account support, client software setup and troubleshooting.

Nashville, Tn, Us

Responsible for remotely monitoring multiple client tolling systems, analyzing system data and generating frequent system health reports. Prevent or detain revenue loss due to system failures by working with other supporting department to detect, troubleshoot, and fix technical issues throughout the different systems.• Analyzed system generated data to diagnose the health status, and address existing or future technical issues that could be of revenue impact to the company.• Counseled management on methodical procedure implementation, in order to increase service quality and system efficiency levels. • Completed high priority tasks in a timely manner, as well as complied with customer contract guidelines and agreements.• Assisted with hardware installation and testing of “Dell PowerEdge R610” server rack blades.• Documented troubleshooting information into “TMC” ticketing system, and assigned incidents to other supporting departments as needed. • Dispatched, and partnered with field technicians after all remote troubleshooting was performed and equipment had to be physically troubleshot.• Configured, domain joined, and added admins to groups after image deployments for Windows based computers.• Tested software for bugs, crashes, errors, and discrepancies. Generated quality assurance reports for the development team before software deployments.• Operated Linux based computers to perform system restarts, and move files to other locations.

Bethesda, Md, Us

Responsible for successfully resolving technical problems and answering queries via telephone in support of internal and/or external customer computer hardware, software, network, and telecommunication systems.• Awarded certificate for highest “KST” call taker for the year of 2014.Successfully contributed to the sustentation of good SLA’s by working a daily average of 68 trouble tickets. • Served as first point of contact for computer and device security incidents. Provided technical assistance to executive travel teams and company VIP’s.• Provisioned, and removed user security privileges as requested by management.• Supported enterprise mobile, tablets, handhelds devices and applications.• Utilize knowledge-based system to deliver accurate troubleshooting, and resolve complex technical issues before escalating to other tiers.• Documented troubleshooting information into “ITSM” ticketing system, and assigned incidents to other supporting departments for resolution.• Installed proprietary company software on new hire assets, and configured computer settings to meet company network requirements.• Performed user password resets for Windows, Linux, Mainframe, SAP, GFE, AirWatch, SecureID, Symantec Endpoint Encryption, and McAfee Full Disk Endpoint Encryption.

Monroe, La, Us

Provided first and second level technical assistance for remote clients in support of residential internet service.• Specialized on troubleshooting asymmetric digital subscriber line internet connections.• Analyzed and tuned network components to optimize connectivity performance levels.• Partnered with field techs to troubleshoot signal strength degradations, as well as perform Redback server and DSLAM provisioning testing.• Assisted end users with installation, update and configuration for gateway, modem, and router equipment.• Supported computers and devices based on Android OS, iOS, Windows XP, Windows Vista, Windows 7, and Windows 8.• Documented troubleshooting information into “ITSM” ticketing system, and assigned incidents to other supporting departments as needed.• Provided end users with email account support, and client software setups.

Bachelor’S Degree, Computer Programming

Associate'S Degree, Computer Science

High School Diploma, High School Regular Curriculum