• Ensure successful broadband communication by coordinating and directing technicians to accurately connect the communication equipment, as well as coordinating with the carriers to activate and ensure high quality circuit performance. • Guide the Technicians to find the carrier circuit handoff• Provide instructions how to connect the circuit handoff to the provided Granite router (for On-net circuits)• Instruct the techs how to connect and configure their laptops to test the circuit (for Off-net circuits)• Perform troubleshooting and diagnose when connection doesn’t get stablish• Provide the IP addresses and configurations to test or establish router communication. • Contact carriers to determine the circuit functionality and configuration• Troubleshoot in conjunction with the carrier to stablish communication with the circuit and the router. • Modify router configuration to match the circuit. (except cisco routers)• Work the tickets in Cornerstone ticketing system to note progress, follow status, as well to give closure to a given activation order.• Follow up the pending tickets until resolution or closure is met.

• Allocation, maintenance and troubleshooting of IT equipment used in Amazon Operations facilities.• Handled support requests and procedures across the network.• Assist in training new hires.• Continuous learning of new technologies.• Ability to support customers from multiple buildings in the area, as well as remote customers.• Troubleshooting integrated and interdependent computer systems.• Maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals.• Ability to prioritize work based on department and production objectives• Ability to work, prioritize and make decisions independently in a fast-paced production environment.

• 1st point of escalation from Service Desk Analyst 1 for network related support issues.• 1st point of escalation from Service Desk Analyst 1 for endpoint and server related support issues.• 1st point of escalation from Service Desk Analyst 1 for telecom related support issues.• 1st point of escalation from Local Facility IT teams for related support issues.• Primary point of handling: Creation, updating closing outage notifications.• Assist with network equipment deployments.• Create and administer network and telecom related documents and diagrams.• Create and administer other IT related documentation.• Work on projects under the direction of a Corporate Project Manager and complete assigned tasks.• Identify IT related security and safety needs and issues.• Maintain skills by attending related training and performing research.• Able to train users, in person and remotely, on basic computer usage.• Monitor performance and availability of systems with active and manual tools and processes.• Interface with associated IT staff.• Travel and Interface with external and/or internal locations in support of primary duties.• Evening and weekend off hour activities as required.

- Assists over 1000 clients with troubleshooting of desktops, servers and network devices.- Support over a 100 Tough Books for Linemen, Fleet, and Relay among other departments- Remotely troubleshooting client issues or being onsite at a client office, providing IT support and excellent customer service.- Professionally respond to telephone calls, emails, and web-based service requests.- Installations or replacements of various hardware components, software repair, diagnostic testing.- Troubleshooting and repair of PC’s as required- Installation and software upgrades- Installation of hardware and peripherals over the network- Maintain PC hardware and software- Maintain and Troubleshoot printers- Troubleshooting on videoconference equipment- Provide friendly, courteous and quality support for clients.- Follow a service ticket through to its completion.

- Installation and software upgrades * Win XP, Win 7 etc. * MS-Office 2007, 2010 * Virus detection programs * Client Access * Lotus Notes * Producview and Voloview, Etc. - Installation of hardware and peripherals over the network- Maintain PC hardware and software- Maintain and Troubleshoot label printers - Maintain and Troubleshoot of RF scanners- Troubleshooting and repair of PC’s as required- Coordinate the acquisitions and installation of communication links (point to point) - Installation of cable CAT 5 or Cat 6 as needed- Support to production machines driven by a PC- Troubleshooting on videoconference equipment

• Administration of NT 4.0 and 2000 servers including:• MS-Exchange (and email clients)• RAS • Home Directories• Internet Host Access• Managing user accounts and services• Configuration and support for network resources• General backup of all systems• Administration of AS/400 system • Administration of AS/400 system PTF’s and backups.• Adding and removing user accounts as needed and access control• Add, remove and configure printer and peripherals (by Twin X and LAN TCP/IP)• Monitoring messages, subsystems and problem codes.• Administration of PBX and Audix • Phone assignation, installation and removal • General PBX administration.• Configuration of different phone features• Administrating voice mail access• Run periodic backups• Installation and software upgrades• Windows 95, 98, NT 4.0, Win 2000(workstation and server), and XP• MS-Office 97, 2000, and XP• Client Access, and Extra 2000 for AS/400• Showcase (Query)• Virus detection programs • Etc.• Installation of hardware and peripherals over the network• Maintain PC hardware and software• Maintain and Troubleshoot label printers and RF scanners• Troubleshooting and repair of PC’s as required• Provide support for Rapid stand conveyor system.

- Administration of 8 NT servers including • MS-Exchange• X-Roads (program for shop floor)• RTMES Baby 400 program• BCLPP (label Program)• Users and peripherals• General backup of all systems - Administration of AS/400 system • BPCS• EZPRINT• Monitoring of messages and subsystems• Users and Peripherals - Installation and upgrade of software• Windows 95, 98, NT• MS-Office• Client Access• BCLPP• RTMES • Virus detection programs• Etc.- Strong participation on the ERP implementation- Installation of hardware and peripherals over the network- Maintain PC hardware and software- Maintain and Troubleshoot on a system named EPAC’S- Maintain and Troubleshoot label printers- Troubleshooting and repair of PC’s as required

- Maintain PC hardware and software- Troubleshooting and repair of PC’s as required- Creation of business forms- Creation of labels for different purposes (On Zebra label machine)- Designing spreadsheets for various operations

- Administration of Novel LAN- Installation and upgrade of software- Installation of hardware and peripherals - Maintain PC hardware and software- Troubleshooting and repair of PC’s as required