• Proven efficiency in testing and performing fault isolation in complex Data and Telecom circuits.• Administer technical support by handling inbound and outbound calls, and managing Outlook Email queues.• Inputting data to an Incident Management Queue in a Call Center environment.• Demonstrated ability to monitor alarm conditions, interpret, and troubleshoot networks to correctly identify and lessen disruption and impact to the FAA network.• Proficiently use the proper software tools and procedures, to check availability when setting up dispatch jobs for field technicians.• Manage Field Technician incidents tickets (submit new incidents, keep existing incidents updated and accurate, help technicians resolve incidents).• Ability to follow SOPs and prioritize tasks according to their urgency and importance, • Capable of working in a team environment and adapting quickly to new procedures and changing situations.• In depth knowledge of the OSI Model.• Participated in team training to learn IP and Time Division Multiplexing (TDM) technologies.• Demonstrated proven communication and customer service skills as well as strong attention to detail.• Able to remain calm during urgent situations.• Able to work in an onsite 24x7 network Call Center environment. • Willing to support short-term emergency evacuation to local backup facilities, if initiated.

Working with users to set up desktop and laptop computers, installing company software and troubleshooting problemsEvaluating and testing existing networks and systems and performing regular maintenance to make sure that all the systems operate correctlyTroubleshooting internet systems, local area networks, VoIP telephones and Wide Area Networks throughout the companyUsing communication skills to coordinate with vendors to resolve technical issues with equipment and softwareProviding regular maintenance for front-end users including replacing computer equipment, keyboards, memory, motherboards and other components

Responding to IT support requests over the phone, via email and in person.Downloading, installing and configuring software to meet user requirements.Ensuring correct use of applications, networks and equipment.Testing and updating existing software.Escalating advanced IT support cases.Maintaining IT documentation including network and user details.Documenting records of actions taken.Analyzing issues and determining correct software or hardware solutions.Working inside and looking up information in the Active Directory.