RESUME







Angeli N. Leano, CCNA, Network+

1714 Gloria Circle Tracy, CA 95377

angelileano@hotmail.com

209 229-8457 home

408 422-1083 cellular





Objective: Network Engineer/Technical Support Escalation Specialist (Tier 2)



HIGHLIGHTS OF QUALIFICATIONS



. Troubleshot and resolved Internet connectivity issues (layer 3)

· Internal Help Desk Subject Matter Expert and lead escalation point for remote access issues such as VPN, RAS, IPASS dial up.



§ Provided comprehensive first and second level troubleshooting for all internal problems relating to software, hardware, internet and or networking issues for 13,000 users globally.



§ Mentored Help Desk Analysts. I was responsible for documenting and keeping my teammates advised of steps to mitigate issues.



§ Liaison between the IT Help Desk and Network Operations.



§ Maintained a customer satisfaction rating of 4.6 (on a scale of 1 to 5 with 5 being most satisfied) at PeopleSoft/Oracle Corporation.

§ At Wave Systems in San Jose, CA, I supervised Quality Assurance and front office personnel, interfaced with approved vendors and existing customers regarding quality issues.

§ Over eight years of IT experience with companies like Peoplesoft/Oracle, KLA-Tencor, Cisco Systems, Intel Corporation.

§ Promoted from being a Remote Access Back up POC ( Point of Contact) person to the main POC (Single Point of Contact) for Remote Connectivity issues.

§ Certified Cisco Network Associate CCNA (Certification)



§ Completed a CCNA certification preparation class (instructor lead, online, 40% hands-on lab work) through the Cisco Networking Academy.

Certification received before course completion.



§ In a training lab environment, configured a Cisco Router 2500 ( IOS ver. 12) and brought up a new Cisco Catalyst 1900. Assembled and tested the appropriate types of wiring cables, and installed a network drop to simulate an IDF or MDF environment (horizontal cross connect from the workstation, hub, to the punch down panels, patch panels, routers and switches). Internetworked 5 Cisco routers and Catalyst switches, and tested network connectivity between them.



§ CompTIA Network + Professional (Certification)



§ Practical knowledge and application of TCP/IP



§ Performed troubleshooting of network printer connectivity issues, by verifying a live connection from the station port to the Cisco Catalyst 6500 switch port (IDF).



EDUCATION



§ Building Cisco Multilayer Switched Networks (Knowledgenet/PeopleSoft, Inc. 2004)

§ Cisco Voice over IP (Knowledgenet/ PeopleSoft, Inc. 2004)

§ Cisco Internetworking Troubleshooting (Knowledgenet/ PeopleSoft, Inc. 2004)

§ Cisco Advanced Wireless (Knowledgenet/ PeopleSoft, Inc. 2004)

§ Certified Wireless Network Administration ( self study 2004 )

§ CCNA Preparation Course (Cisco Networking Academy/Mission College, Santa Clara)

§ MS Windows 2000 Professional and Server Administration (Mission College, Santa Clara)

§ Local Area Networks (De Anza College, Cupertino, CA)

§ Wide Area Networks (De Anza College, Cupertino, CA)

§ Introduction to Data Communications and Networking (De Anza College, Cupertino)





EMPLOYMENT HISTORY





Comcast Cable, Centennial, CO 11/2006 to 6/2007

Technical Support Representative Tier1/Tier 2 Escalation Specialist (Commercial High Speed Internet Services)



Provide customer- facing support to business customers in an ISP call center environment. Responsible for managing inbound external business customer escalation calls. Troubleshooting and resolving Internet connectivity issues such as DNS, static IP addresses, DHCP, statically assigned IP addresses, mail delivery problems, incorrect settings on an IP gateway. Support RIP v2 protocol static customers. Taking ownership of the cases escalated from Tier I, and performing daily follow-up customer call-backs. Remotely accessing Comcast routers (head-end, CMTS) by logging in or “telneting” into them to perform network troubleshooting such as verifying the static routes on the routing table, checking the access-list, locating the management IP of the customer’s IP gateway by issuing Cisco IOS commands. Remotely connecting to the customer’s Comcast issued IP gateway such as Cisco UBR905, SMC 8013/8014 and Netgear models to verify internet connectivity by loading the configuration file which contains the routable static IP and IP block information for the IP gateway. Perform port forwarding and DMZ - demilitarized zone configuration on the IP Gateway. Configure the IP Gateway as a bridge or a pass-through device, allowing the customer’s router on his LAN to do all the routing functions. Issue Static IP blocks to customers who request them. Troubleshoot stand-alone cable modems and IP Gateways’ internet connectivity issues by using TCP/IP and DNS Query tools such as ping, tracert, arp, nslookup, whois, etc… Assist customers on email and web hosting connectivity issues by verifying or creating their DNS zone file records, MX records ,CNAME, Reverse DNS or PTR, SOA - Start of Authority, NS records, etc... Utilize both Remedy and Clarify ticket systems. Dispatch field line technicians for radio frequency issues. Knowledgeable in LAN/WAN configuration and delivery of cable modem service.











Fireside Bank, Pleasanton, CA / Bayside Solutions, Pleasanton, CA 01/3/06 to 9/19/06

Help Desk Analyst

Provided centralized technical assistance, reliable, efficient diagnosis and effective resolution of technical software, network connectivity, remote access, printer and website/internet related products in a financial institution’s Help Desk environment using a remote control software, Proxy Master. Provided technical support for bank branches nationwide. Offered support for internal client's desktop/laptop software, email, Internet based products and services via phone in Microsoft Windows 2000 environment. Performed basic FISERV Financial applications troubleshooting (LINX, FAST TELLER, TASKER ) diagnostics, and resolution. Efficiently and concisely documented customer calls, email support inquiries and resolution into the CRM system, Magic Service Desk. Reported errors in company internal systems, including AVAYA phone, ACD systems. Assisted users with network domain password resets and account lock-outs. Created, modified, deleted FISERV security and system accounts for bank internal users. Responsible for mapping network printers and setting up email profiles in MS Outlook.





Oracle/PeopleSoft Inc., Pleasanton, CA/ Tek Systems, San Jose , CA 10/02 to 04/05

Technical Support Operations Analyst

(Information Technology- Technical Support Operations)

§ Subject matter expert and lead escalation point for remote access issues (VPN, RAS, IPASS dial up) issues. Responsible for managing the remote access ticket queue.

§ Analyzed complex remote access issues and resolving tickets escalated.

§ Initiated, developed and published a step by step troubleshooting guide for VPN connectivity issues relating to Cisco VPN client upgrade.

§ Was chosen to participate in testing new software/upgrades before deployment.

§ Proposed solutions and contributed to the development of technical documents, relating to known VPN issues for knowledgebase documentation.

§ Helped develop and implement a process to utilize a checklist integrated into the Vantive/ Northstar call tracking system.

§ Was appointed as a backup subject matter expert for Psynergy financial systems issues, worked closely with second level application support group to recognize trends, identify root cause and resolve escalated issues.

§ Provided comprehensive first and second level troubleshooting for all internal problems relating to software, hardware or networking issues.

§ Responded to, researched and accurately resolved first level technical calls utilizing an internal technical knowledgebase (CasePoint/Eureka).

§ Consistently contributed to the team First Call Resolution (FCR) of 66%

§ At PeopleSoft in the help desk, we had subject matter experts (SME) by support area. Our SME for the network support left the group. I was able to step into the SME role for networking support because I had been actively been pursuing the requirements to obtain my certifications in CCNA and CCNP. This allowed me to work in a second level support capacity. Where all networking issues were assigned to me for resolution and/or escalation to Network Operations. This included remote access issues, VPN, Ipass

and RAS.

§ I also worked closely with the Network Operations team to test new versions of remote access software prior to rollout. Additionally, I was the liaison to Network Operations communicating outages and trends. As the SME for TSO I was responsible for documenting and keeping my teammates advised of steps to mitigate issues.





KLA-Tencor/Superior Design Corporation, San Jose, CA 11/99 to 10/01

Support Service Administrator, Printer Support Administrator, Technical Support Analyst

(Global Frontline Support Help Desk, Information Technology Department)



Network and Systems Account Administration ( main role)

§ Administered all local and global new hire network security access and systems account requests.

§ Took on the role as the escalation point for new hire account administration and service request inquiries.

§ Attended a weekly scheduled New Hire Team Process Meeting.



Printer Support ( secondary role)

§ Provided second-level hands-on network/local printer troubleshooting, support and administration for internal users.

§ IP address assignment and administration.

§ Printer queue administration on Windows 2000 print servers.

§ Responded to urgent Priority 1 (P1) network printer-related escalations.



Technical Support

§ Provided first-tier frontline technical support for 5,000 internal users globally.

§ Managed incoming phone, web, and email trouble requests.





Cisco Systems, San Jose, CA /Coast Personnel 8/98 to 11/99

PC Support First Level/Help Desk Analyst

(Technical Response Center, Information Technology Department)

§ Provided technical support to 10,000 internal Cisco users, local and worldwide by managing incoming telephone calls and cases submitted through the web.



Intel Corporation, Santa Clara, CA /Kelly Technical Services 11/97- 5/98

Technical Support Representative

(Litigation Group -Legal Department)

§ Offered hands-on hardware and software support to internal Intel Legal Department users.



Intel Corporation, Santa Clara, CA /Kelly Technical Services 7/96 to 8/97

Telecommunications & Network Help Desk Representative

(Information Technology Department-- Business Computing Operations Group)

§ Managed incoming Telecom and Network incidence response calls.



KLA Instruments, San Jose, CA /Advanced Technical Resources 9/95-6/96

Employee & Organization Development Training Coordinator

(Human Resources Department-Corporate Training)

· Responsible for setting up on-site employee training classes, interfaced with training vendors, enrolled employees in classes. Documented standard office procedures, supported the department telephone "hotline" incoming calls, and responded to employees’ training inquiries.



Wave Systems Corporation, San Jose CA 3/95 to09/95

Quality Assurance Supervisor/ISO 9002 Coordinator



· As the liaison between the Quality Assurance and Engineering Groups, I conducted internal and vendor quality audits, supervised Quality Assurance and front office personnel, interfaced with approved vendors and existing customers regarding quality issues and Engineering Change Orders. I monitored and audited machine calibration records. Responsible for documentation control, updated Standard Operation Procedures Specifications. Trained and certified test operators. Responsible for ISO 9002 quality system concepts deployment, implementation, and compliance. Performed Novell network administrative duties, managed and maintained the Local Area Network running on Novell NetWare 3.12 network operating system.