Ben Wabnick

 BEN WABNICK 1023 Whitewood Drive Deltona, Fl. 32725 Phone:- E-mail:- Goals To secure employment as an IT Professional in a progressive and growth-oriented company that values teamwork and promotes the continued development of its employees both personally and professionally. Education Everest University Bachelor’s science in Computer information science (May 2002) Graduated Cum Laude Experience Cisco VOIP Analyst (Oct 2013 – Current) AT&T (4300 W Lake Mary Blvd #1040, Lake Mary, FL 32746) Responsible for analysis / troubleshooting, system monitoring, moves, adds, changes and day to day maintenance and support of CUCM (V8.6), & Cisco Unity (V5.0). Determine customer requirements and develop the appropriate system configurations solution. Access the customer voice systems to execute the system or station changes. Confirming customer satisfaction with the work performed. Escalating as required. Network Administrator/VOIP Analyst (July 2012 – Oct 2013) Everest University North Orlando Campus (5421 Diplomat Circle Orlando Fl. 32810) Support and troubleshoot LAN & WAN technologies, to include Cisco WAP, Cisco switches and Cisco routers. Troubleshooting and resolving hardware and software problems for personal computers, macintosh computers, printers and peripheral equipment. This includes installing, diagnosing, maintaining, and upgrading PC hardware, printers and other equipment. Responsible for basic analysis / troubleshooting, system monitoring, moves, adds, changes and day to day maintenance and support of CUCM (V8.6), Cisco Unity (V5.0) & ISI Dashboard. Administer and troubleshoot network and infrastructure issues related to the network. Assists in general IT support functions and works with Technical Services staff managing day to day operations of network. Responsible for incidents and requests. solve day to day tickets at campus. Help troubleshoot and escalate issues beyond the network, including applications. Manage student and faculty computers by adding new computers to network, repairing and/or replacing hardware, and repairing and/or reinstalling software. Maintain professional competence in current IT technologies. Technical liaison between campus administration and corporate IT teams. Adhere to and enforce corporate policies regarding network security, IT standards and corporate resources. Work with Corporate IT on projects and initiatives. Answer questions, trains and assists users on software packages used at campus. Responsible for coordination of manage service provider and vendor activities. Administer and troubleshoot issues with Active Directory. Administer and troubleshoot issues pertaining to Microsoft Exchange 2010. Maintain and troubleshoot issues with multiple networks containing Windows Server 2003 and Windows Server 2008. Help Desk Analyst (May 2012 – July 2012) Orange County (4300 South John Young Parkway Orlando fl 32839) Respond to Orange County employees’ complaints to resolve problems associated with the County telecommunications (both voice and data). Diagnose problem source through use of troubleshooting techniques. Coordinates with internal support staff and vendors to resolve problems. Follows up with users to ensure problem resolution and develop supporting documentation of all activities. Provide customer support and problem resolution for voice and data applications in Windows XP and Windows 7 used throughout the County. Document and log all Help Desk calls using SMS Ticketing Software. Used Bomgar to remote into Orange County employee computers to help resolve computer issues. Network Engineer/ VOIP Analyst (November 2010 – May 2012) Airtran Airways (9955 Airtran Blvd. Orlando fl 32827) Log software and hardware issues on Remedy Ticketing System. Install, build, troubleshoot, and repair desktops, laptops, printers and other peripheral devices. Perform computer moves and new installations. Assist the system administrators with projects as needed such as deployments, & roll-outs. Manage and maintain printers, scanners and copiers. Perform backups on servers and workstations. Troubleshoot and maintain Blackberry and phones. Maintain computer and hardware inventory to ensure stock levels are sufficient. Perform preventative hardware and software maintenance. Ability to work with non-technical resources to properly identify and document a problem. Work with other team members to troubleshoot and repair network/server equipment, application, and software as needed. Administer and troubleshoot issues with Active Directory. Perform routine inspections to ensure equipment is functioning properly. Reimage computers and laptops with images created with Windows Deployment Services. Responsible for creating new images with Windows Deployment Services as needed for different departments to be used for reimaging computers and laptops. Encrypt hard drives with Bitlocker to ensure data is protected. Use RADMIN to remote into client computers to help resolve computer issues. Troubleshoot issues regarding workstations, operating systems, VPN, wireless WAN and LAN. Provided support for the graphic designers team specific to Dreamweaver issues. Work with business partners with hardware under warranty to fix issues or get them replaced via telephone, email and/or internet/intranet. Responsible for basic analysis / troubleshooting, system monitoring, moves, adds, changes and day to day maintenance and support of CUCM (V8.4), Cisco Unity (V5.0) & ISI Dashboard. Administer and troubleshoot network and infrastructure issues related to the network. Assists in general IT support functions and works with Technical Services staff managing day to day operations of network. Administer and troubleshoot issues pertaining to Microsoft Exchange 2010. Various Contractual Jobs (March 2010 – November 2010) Help Desk Analyst Trouble-shoot computer issues with PC’s and Mac’s over the phone and fix to resolution. Escalate calls to Tier II technical support when necessary. Help with troubleshooting issues regarding MS Office, configure wireless devices for email, VPN connectivity, workstations, operating systems, wireless, WAN and LAN, MS Outlook, internet browsers such as Google Chrome, Internet Explorer, Safari, and Mozilla Firefox. Used LogMeIn, Citrix , and Teamviewer to remote in to computers to help with troubleshooting. Helped with performance issues relating to operating systems such as Windows XP, Windows Vista, Windows 7 and Mac OS environments. Used LogMeIn Rescue to remotely log into client computers to help resolve software issues. Troubleshoot web browser issues specifically with Internet Explorer 7 & 8. Also helped with troubleshooting connectivity and performance issues with local and network printers, local and network computers over LAN and WAN, password resets, activating accounts and doing password resets with Windows 2003/2008 Active Directory tools. Follow up on open tickets that are escalated to ensure that issue was resolved. Did all duties on a 24 x 7 basis as needed. Provided tech support over phone, email and chat. Would follow all incidents to resolution or escalate to Tier II support as needed. Logged all calls using Remedy Ticketing System. Work with business partners with hardware under warranty to fix issues or get them replaced via telephone, email and/or internet/intranet. Computer Repair Technician (June 2000 – Nov 2009) Rent-A-Center (2653 Tradeport Drive Suite 800 Orlando fl 32824) Trouble-shoot computers, Restore to factory defaults using disc images for each model and make of machine. Break/Fix servers and troubleshoot issues with Windows Server 2003 and Windows Server 2008 to solution. Install, configure, & dissemble computers and laptops to replace hardware and make sure they are configured to factory specs as per company policy. Troubleshoot motherboard issues, and help with networking issues as they arise in the workplace. Responsible for repairing, scanners, copiers, fax machines and phones on an as needed basis. Knowledge included knowing current applications and other networking applications to ensure network stayed up and operational. Fix and repair printers and monitors to component level. Contact 3rd party vendors to set up Return Authorization numbers to get hardware sent back to manufacturer. Would also follow procedure according to email updates from corporate. Receive calls from store managers and remote in to help troubleshoot software issues with returned computers from customers. Work with business partners with hardware under warranty to fix issues or get them replaced. Help Desk Specialist (April 1998 – June 2000) Convergys (287 International Parkway Lake Mary, FL 32746) Help with customer’s computer issues over the phone and diagnose them to conclusion. Desktop support included PC’s and Mac’s, troubleshooting & installing, configuring and upgrading computer hardware & software. Upgraded operating systems and configured them to factory specs per company guidelines. Also supported peripherals such as monitors, cables, printers, network systems, servers, modems, & web cameras. Log all calls using Ticketing Software. Work with business partners with hardware under warranty to fix issues or get them replaced. Certifications A+ Certified Network+ Certified Microsoft Certified Professional Skills Windows XP/Vista/7 Operating Systems, Windows Server 2003 and 2008, Norton Ghost, Active Directory, Microsoft Office XP/2003/2007/2010/2013, Remedy/SalesForce/GPS Ticketing Systems, Windows Deployment Services, DNS, VPN, TCP/IP, DHCP, Bitlocker, SCCM.