Eliel Nunez
St Cloud,Florida
Summary
Experienced telecommunications and IT support professional with a versatile background in voice and data transmission installation and support, PBX switching technologies, fiber network services, and equipment. Excels as a valuable team player and is equally adept at working independently. Gifted Technical Support Representative with expertise in understanding the needs of both business and home users. Proficient in troubleshooting and providing desktop support on Windows systems. Demonstrates a track record of quickly resolving problems.
Overview
26
26
years of professional experience
Work History
IT Technical Support Specialist
American Sign Language Services
03.2016 - Current
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and [Type].
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Worked closely with software vendors to report and resolve any identified issues, ensuring that the technology environment remained stable and reliable for all users.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
- Tested new software and hardware prior to deployment.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Assisted in the selection and deployment of enterprise-wide applications that met business requirements while minimizing cost and complexity.
Telecommunication/Voice Technician
IDT Corporation
01.2001 - 01.2016
- Company Overview: IDT is a global leader in providing telecom, consumer and online platform phone services in 21 countries
- Plan and establish communications systems by installing, operating, and maintaining voice and data telecommunications network circuits and equipment
- Responsible for managing IP PBX SW system operations and number routing; installing, terminating testing, labeling, and documenting cables (CAT 5/5E)
- Generated annual savings of + $10,000 by implementing maintenance on POTS line inventory on all national and international company sites
- Provide ongoing assistance to emergency 911 services Vixxi platform, performed daily moves, adds changes and troubleshooting requirements to Nortel Fonality and Net2phone Office phone systems
- Improved global company growth by successfully completing network/phone infrastructure in 6 remote sites
- Reduced repair time and outages by effectively managing and maintaining phone network; troubleshooting, testing network backup procedures and updating documentation
- Assisted in migrating 1300 employees over to Net2phone office VoIP Platform along with costumer support on new voicemail features, Headset compatibility settings and overall new feature settings
- IDT is a global leader in providing telecom, consumer and online platform phone services in 21 countries
- Supported business growth through the installation and configuration of new phone systems at expanding locations.
- Provided top-notch customer support, quickly resolving user issues related to call quality and connectivity.
- Reduced downtime for clients by providing expert troubleshooting and resolution of voice-related issues.
- Installed wiring, cabling and networking hardware on customer premises.
- Worked closely with network administrators and server engineers to deliver quality service.
- Established positive relationships with vendors, negotiating favorable pricing terms on hardware purchases and support contracts.
Voice Help Desk Administrator/Customer Service
IDT Corporation
01.1999 - 01.2001
- Hired to support voicemail/meridian 1 voicemail system set up for 1,300 employees and oversee all telephone technical problems and repairs
- Responsible for working as liaison between operations and Verizon for ordering and tracking of telecom circuits orders
- Responsible for customer retention, renewal and upgrades for long distance and internet services
Education
No Degree -
Metro-Wide Networking Ins
Newark, NJ09-2001
Skills
- Thirteen (13) years of experience as an in-house technician installing network and phone systems such as Nortel Meridian, Fonality, and Net2Phone office
- Skilled in the installation, maintenance, and repair of splicing copper and fiber optic cable
- Strong time management skills; highly organized and efficient; able to meet rigorous deadlines
- Fluent in Spanish
- Hardware Installation
- Remote Desktop Support
- Operating System Support
- Help Desk Support
- Ticketing System Experience
- Mobile Device Management
- Database Administration
- Asset Management
- Printer Support
- VoIP Systems
- Technical Support
- Issue Troubleshooting
- Customer Service
- Remote Support
- Desktop support
- Call Center Operations
- Ticket management
- Technical Troubleshooting
- Microsoft Outlook
- User Support
- Hardware upgrades
- Hardware diagnostics
- Problem-Solving
- Organizational Skills
- Customer Communication and Empathy
- Employee Computer Support
Performanceappraisalreview
IDT Corporation, Telecommunications Engineer, Telecommunications professional with a diversified background in installation and support of voice/data transmissions, PBX switching technologies, fiber network services, and equipment. A self-starter able to work independently as well as a valued team member.
Languages
Spanish
Full Professional
Timeline
IT Technical Support Specialist
American Sign Language Services
03.2016 - Current
Telecommunication/Voice Technician
IDT Corporation
01.2001 - 01.2016
Voice Help Desk Administrator/Customer Service
IDT Corporation
01.1999 - 01.2001
No Degree -
Metro-Wide Networking Ins
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