LuisRoa
LuisRoa

Louis A. Roa
13291 Blueberry LN – 301B
Fairfax VA. 22033
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Areas of Expertise:

• As NOC (Network Operation Center) Technician, responsible for overall performance and integrity of the voice networks. Experience with Remedy – Traffic Management System. Provided support in a 24x7 role that monitors and supports critical Communications network elements. Directed and coordinated corrective actions to restore and repair network conditions upon receiving network trouble tickets and implement network procedure to isolate specific trouble source. Initiated, updated, tracked and closed Remedy Trouble Tickets; created and send networks alerts as needed to internal organizations (Routing – Translation). Provided technical support, training and guidance to junior technicians

• Technical Skills: Switches – Routers - Servers, Transmission Control Protocols (TCP/IP). Working knowledge (WAN – Backbone) - Server Support - Experience in End to End cabling - labeling and troubleshooting. Telephone Integration (Interactive Voice Response -IVR). Troubleshooting for local LAN - Training LAN Users. LAN Network (rights & services files) - LAN Administration. Technical Support (Networks/Desktop). Cisco Network Devices. Network assembly/Wiring. IT infrastructure buildup environment

Core Competencies/Years of Experience:

• Network support Technician/Desktop Support Technician, with experience in Telecommunications and Communication Systems. Developed advance systems architectures, concepts and designs based on customer needs. Interacted with network services, Software Systems Engineering and applications development to restore service and identify and correct core problems

• Provided highly skilled technical leadership and supported development, research analysis, trouble shooting and optimization of complex network systems. Documented, tracked and monitored problem to ensure a timely resolution. Provided technical leadership in the installation and configuration of network hardware (Switches – Routers) and developing network documentation. Provided support to end users on a variety of issues.


PROFESSIONAL DEVELOPMENT/TRAINING

Professional Development/Training/Education:

Formal Education Skills Training/Certifications Soft Skills Training/Certifications
• BS. Information Technology from American University, Washington, DC, 2002
• BS. Technology of Management from American University, Washington, DC. 1998

• Switch/Routers - Interactive Voice Response Units - Signaling System
• Maintenance System – Excel Switch – Voice Networks
• LAN – Backbone – MAN – WAN – Workstation/Server – Remote Dial-in
• Microsoft IT Professional (MSITP): Windows 7/ Windows 10 Enterprise Desktop Technician
• Window 7 Configuring Wired & Wireless Network
• Hardware & Software Security Setting
• Encryption Issues in Windows 7 – Software Installation & Configuration Issues – Program Compatibility • Active Directory – VPN (Virtual Private Network). Exchange Management Console – PRTG Network Monitor
• Remedy & Clarify (Network Management Trouble Ticket System) – Traffic Management System (TMS) and Route Manager
• Microsoft Office Suite - Microsoft LAN Manager
• Microsoft Office, including Outlook 2010/2013


PROFESSIONAL EXPERIENCE

Northrop Grumman Corporation. (Mclean VA.)
Northrop Grumman’s Postal Solution - Virtual Development Center (VDC)
Job Title: Help Desk Support/ Analyst July 2017 – Present

• Supporting the Unites Stated Postal Services - CODES applications, Computerized On-Site Data Entry System, supporting via telephone and remote system log on
• Deploy new software (CODES) to user computers, four (4) deployment per year
• Ability to communicate effectively, verbally and electronically, with clients, CODES personnel to identify, quantify and resolve computer-related issues
• Research, analyze and apply complex information to effect appropriate solutions.
• Understanding the use of CODES application from the user perspective and capable of implementing software and hardware REPAIR via Remote log on
• Implementing software release (Patch) and repair via remote log on
• Applying a wide range of techniques and resources to detect, identify and compensate for or eliminate problems
• Ability to use, install, analyze and troubleshoot required applications
• Gather user requirements and provided to development team
• Providing technical assistance to Computer Operation staff user (DCT – Data Collection Technician – SSP Supervise of Statistical Programs – MFPC Manager Financial Programs Compliance)
• Assisting in solving problems within general guidelines and applies a wide range of techniques to detect, identify and eliminate problems
• Initiating, completing and closing works orders using Redmine “Web application for project management”, approximately twelve (12) tickets daily (average)
• Maintaining inventory of all equipment (Scales – Scanner), and reported issues from CODES Users
• Excellent customer service skills


Lasership Inc. (Mclean VA.) June 2014 – July 2017
Job Title: PC Network Support Tech I

• Monitored Service Desk for tickets assigned (JIRA – Help Desk System) to the queue and processed first-in first-out based on priority, approximately twenty five (25) tickets daily
• Provided helpdesk support and resolved problems to the end user’s satisfaction (Sixty four (64) Branches – Five thousand users). Monitored and responded quickly and effectively to requests received through the IT Helpdesk System
• Managed PC’s setup and deployment for new employees using standard hardware, IMAGE and software Applications such as (Galileo – Active Directory – Exchange Management Console – PRTG Network Monitor) for over sixty four (64) branches
• Installed, troubleshot, serviced, and repaired personal computers and network equipment such as servers/switches, and related PC software
• Modified configurations, utilities and software applications for local workstations.
• Utilized and maintained helpdesk tracking software
• Experienced in Active Directory configuring user and computer accounts.
• Ensured each workstation (branches) had a computer (imaged), peripheral devices and any additional equipment, and supported the internal IT Helpdesk
• Installed, tested and configured new workstations, peripheral equipment and software (Galileo – Fusion – Exchange Management Console – PRTG Network Monitor) for over sixty four (64) branches
• Maintained inventory of all equipment, (Laptops – Monitors – PC - Printers)
• Reported issues to the Service Desk for escalation (Tier II)
• Performed remote control to the desktop/laptop to assist the end-user
• Conducted annual hardware refreshes, including maintaining customer data during replacement
• Upgraded workstations component including Hard Drives – Memory
• Performed hardware diagnostics, troubleshooting and repair
• Documented networking, assembly and wiring (Rack/Stack)
• Experienced with End to End Cabling/Labeling and troubleshoot


I Connect – Rx Pc. (Falls Church VA.) July 2012 – June 2014
Job Title: System Administrator
• Initiated – updated – tracked and closed work orders using Evolution - Accounting System.
• Resolved technical problems by coordinating with technical support staffing
• Designed, organized, modified and supported company computer systems
• Monitored local area network functions and pro-actively contacted third party vendors regarding on-going issues related to software or hardware
• Maintained network facilities in individual machines, such as drivers and settings of personal computers as well as printers
• Identified technical solutions for customer walking-in and by phone
• Evaluated and maintained new equipment (Computers Equipment) inventory
• Provided technical support to customer by answering questions and requests.
• Maintained supplies inventory by checking stock to determine inventory level and anticipating needed
• Collaborated with testing and implementation of software and hardware Network Support.
• Designed and Installed LANs and Internet systems and Network Segments
• Evaluated and modified system's performance

Primus Communication. (Mclean VA.) March 2002 – Jan 2007
Job Title: IT Support – Voice Tier 2 - Network Operation Center (NOC)

• As NOC Technician, responsible for overall performance and integrity of the Primus Communications nationwide voice networks. Experience with Remedy – Traffic Management System. Provided support in a 24x7 role that monitors and supports critical Primus Communications network elements

• Directed and coordinated corrective actions to restore and repair network conditions upon receiving network trouble tickets and implemented network procedure to isolate specific trouble source. Initiated, updated, tracked and closed Remedy Trouble Tickets; created and send networks alerts as needed to internal organizations (Routing – Translation)
•Provided technical support, training and guidance to junior technicians

Cable & Wireless USA. (Vienna VA.) March 1998 – March 2002
Job Title: Network Engineer - Switch Services International Division

• Solved Carrier Account and Switch Accounts problems (International) and provided trouble updates at regular intervals until a problem is resolved. Responsible for Network Trouble tickets for customers experiencing problems with international calls
• Identified points of failure on the CWUSA International Network and isolated the cause of the failure, ensuring that the customer base is protected from interruptions in service.
• Worked with other CWUSA Departments (Incoming Calls Center) on issues related to supporting the Carrier Account and Switch Accounts customers
• Configured customer and vendor circuits and resolved chronic troubles, translations issues, and provided technical support
• Maintained knowledge of equipment and services to support the CWUSA Switch Network, Carrier Account and Switch Accounts Carrier customers
• Provided reports to management regarding the performance of all international routes and vendors and recommended routing to ensure the best quality is provided
• Identified network tests and performed periodic testing of the network to identify areas of degradation and signaling issues

Cable & Wireless USA. (Vienna VA.) July 1996 – March 1998
Job Title: Senior Telecommunications Analyst - Global Card Services

• Planned, evaluated and coordinated the installation of the Pre-paid Calling Card
Platform (PCM) and the ORYX Switch in Philadelphia site (PHY), Los Angeles CA, Atlanta GA, Dallas TX, San Francisco CA
• Ensured the Platform network configuration satisfied Cable & Wireless specifications for both hardware and software installations
• Provided technical support in the layout of T1’s trunks used between CWUSA network, Pre-Paid Platform and the Excel Switch configuration
• Assisted in the development of alternative routing scenario (IP address Protocol Stacks-Hub- routers) for the Pre-paid Calling Card Platform (PCM)
• Interfaced and supported CWUSA (NMC - SS7) groups assigning links to PCM platform (DTC link – Point Code–Trunks)
• Designed portions of the Network structure that included hardware, software and cabling
• Performed testing and analyzed traffic over the network (Pre-paid Calling Card Platform)