Blackberry Admin/Technician Resume

Title
Blackberry Admin/Technician

Primary Skills
Handspring Handheld(s) Certified Technician

Location
US-NY-New York

Posted
Mar-14-09

OBJECTIVE
To secure a Wireless Analyst position in a challenging environment where I can utilize my education and experience with an opportunity of advancement and growth.
QUALIFICATIONS
* Handspring Handheld(s) Certified Technician
* T-Mobile certified Technician(Wireless data Group)
* A+ Certified PC Technician
* BlackBerry Enterprise Server Administrator Training
* BlackBerry smartphone and desktop software training
* BlackBerry Enterprise Server Software Version 4.1 Administration -- Level I & Level II
* Support and Implementation of windows NT 4.0 and windows 2003 server
* Experienced in DOS 6.X/WIN 3.X,9X,ME,XP,2000 & Core
* Experienced in Goodlink admin skills
* Windows NT 4.0,2000,Novell Netware 3.5, 4.11 & 5, Mac 7.5.4 & higher
* Able to communicate effectively with team members, clients and management in gathering and implementing project requirements
* Basic understanding of HTML & various DBA tools and methodologies, with skills in SQL, PL/SQL*PLUS, Forms & Crystal Reports, MS Access
* Strong experience with ARS Remedy, Magic, Microsoft Office, Timbuktu, Microsoft Exchange
* Providing the highest level of support by performing on call duties and being available 24/7.
* Proven ability to provide accurate, friendly service to diverse individuals in fast-paced customer service environments.
* Outgoing, assertive demeanor, with strong talent for quickly developing a rapport with clients/customers, Strong training and mentoring talents.
* Solid history of quickly and accurately attending to customer needs, resulting in high levels of customer retention.

PROFESSIONAL EXPERIENCE
June 2008 -- February 2009 Coach. Inc. New York, NY
Blackberry Technician/Admin
* Administrate Blackberry Enterprise Servers
* Provide Level 2+ support, including Provision, maintain, administer, troubleshooting and resolution of reported incidents and other requests for all cell phones, Air cards and Blackberry Devices

* Liaison with service providers including ATT, Verizon, Sprint, T-Mobile
* New wireless devices provisioned and to insure performance, billing and security standards are met and adequately reflected in all provisioning
* Administration activities include ordering, tracking and deployment of mobile devices resulting from end-user requests.
* Handle day-to-day BES and blackberry related technical problem
* Utilize RIM resource kit tool to isolate individual user problem
* Escalating any unresolved issue to RIM
* Uploading LOG files to RIM
* Certification of new blackberry devices from different carriers
* Certification of new desktop manager and handheld software
* Provide routine administrative functions
* BES account creation/deletion
* Resending IT policy and service book
* Upgrade device firmware
* Setting Enterprise Activation password
* Resetting device password

September 2004 -- June 2008 Bear Stearns & Co. Inc. New York, NY
Wireless PDA Administrator
* Create and Administrator Blackberry Enterprise Servers 4.5 and Goodlink Server 4.9 accounts for 4000+ employees.
* Create and Administrator Active Directory accounts for firm employees in Exchange server.
* Provide Level 2+ support, including Provision, maintain, administer, troubleshooting and resolution of reported incidents and other requests for all cell phones, pagers calling cards, Blackberry Devices and PDA's running Windows Mobile 5.0, 6.0, Palm and Symbian operating systems.
* Support Blackberry Applications including Bloomberg
* Liaison with service providers
* Deploy device to personnel, executives, traders, etc.
* Updating HTML web pages for different wireless prices and plans.
* New wireless devices provisioned and to insure performance, billing and security standards are met and adequately reflected in all provisioning/support transactions performed in Remedy provisioning database.
* Outreach globally with emphasis on the US, European and Asia Pacific communities meeting SLA's performing front and back-end configuration, device upgrades, pilots and rollouts.
* Respond to all phones, email, assigned trouble tickets, web inquiries then diagnose, resolve, and log details of wireless service problems as reported by application programming, operations, end users, clients, and the Consolidated Help Center in Remedy. Document all work performed in the Remedy help desk and Wireless Services web orders

* Coordinate activities between multiple technical teams, third party vendors, and business units.
* Administration activities include ordering, tracking and deployment of mobile devices resulting from end-user requests.
* Identify opportunities and recommend solutions for improving service efficiency, effectiveness and cost savings; participate in IT initiatives to address service issues.
* Keep abreast of technical aspects of the mobile technology; develop a working knowledge of cross- departmental specific applications.
* Attend vendor seminars and mobile and wireless related educational events.
* Perform root cause analysis on system break points to ensure that systems are stable and reduce the probability of future occurrences.
* Processed more than 3,000 tickets in less than a year in the account provisioning department.
* Diagnosing escalated problems related to the specific wireless product or applications that access that product.
* Worked on various projects incl. DST patch implementation, proposed users with option to use one device having multiple device features, Streamlined database and make sure the devices are under right plans, Participate in special projects for massive upgrade from orders, transfers, ports, upgrades for about 600 blackberry's
* Participated in designing and proposing new BES infrastructure--network for optimum use of BES. Make sure that all users in BES are in right policy according to corporate security
* In-charge of all Private Client Services and Investment Banking wireless devices problems, installs, provisioning, diagnosing, transfers troubleshooting and billing issues.
* Interact with Good and RIM support for various issues and questions in order to solve end-user's problem also for equipment/service issues for users
* Perform thorough system analysis by reviewing BES system performance, identify issues, and establish a plan for resolution. Review performance logs to help identify problems, evaluate system resources, and provide proper workload balancing.
* Support our Blackberry Disaster Recover configuration and test exercises
* Knowledge of Lotus Notes.

September 2000 -- April 2003 Client Logic Toronto, Canada
Client Logic T-Mobile, Canada Jan 2003 -- April 2003
Technical Support Agent, Wireless Data Tier 2 Support Group
* Taking calls for troubleshooting, configurations of data devices and any accessories used with them and determine if the device and/or any accessories are defective and if needed initiate Accessory Exchange process
* Troubleshooting all Data devices supported by T-Mobile including RIM Blackberry's, Novatel Card, Pocket PC's, Smart Phone's, Palm Treo's, IPaq, IStream Data Card, Sierra Wireless cards
* Additional Support for SMTP TCP/IP, IPX, DNS Server, POP3 Mail servers to clients.
* Support for wireless data Tier 3 Support Group, in order to provide a consistent, positive experience for T-Mobile wireless data customers
* Worked with Telnet, supported VPN and GPRS provisioning
* WML vs HDML
* Support calls for AOL IM and Text Messaging for T-mobile

Client Logic Handspring, Canada September 2000 -- December 2002
Technical Support Agent
* Provided phone and desktop support for over 1600 users on a local/remote basis averaging 50 calls per day. Respond to the calls through phone or e-mail regarding the problems in hand-held computers and their different modules/attachments
* Creating tickets in Remedy accurately document call, customer and troubleshooting information.
* Provided Troubleshooting for hand held devices and peripherals related to USB/Serial Connections also configuring the handheld to do a remote connection with computer.
* Provide technical support and solve problems related to the installation and use of the software, hardware for Handspring products using DSL ISP provider on all Inbound calls
* Efficiently identify customer's problems and issues and resolve the call in accordance with the correct procedures performed other tasks such as off line research, work on escalations and other open calls. Ensure high level of quality in customer service in accordance to COPC
* Experience supporting and troubleshooting the handheld(S) and wireless devices and products like modem, Treo Phone.
* Troubleshooting and testing of different handheld software issues in Windows and MAC OS
* Acted as a mentor for new associates when necessary, including phone training, call centre software overview and company policy.
* Was notified for performing world-class customer service.
Computers for Schools and Libraries Mississauga, Canada 2000
PC Technician
* Installs, configure, maintain and troubleshoot application software, desktop/laptop, operating systems, associate peripherals and supported peer-to-peer and Domain Networks.
* Work closely with users and management to define, document, prioritize and manage the project plans using Microsoft Project.
* Gain and maintain the cooperation of external vendor(s) and internal resources necessary to the project's successful completion.
* Responsible for providing daily desktop hardware and software troubleshooting on desktop and laptops.
* Handle all aspects of computer maintenance for desktops and laptops including hardware and software upgrades, repair down terminals, Data Imaging and install new workstations
* Installations and configuration of Windows NT(Server, workstation) and windows 98 having different applications software
* Troubleshooting the hardware utilities like motherboards, CPU, hard drive, floppy drive, CDROM, DVD,CDRW, Modems, Sound cards, Video Cards also Install and configure NIC using effective problem analysis, rapid troubleshooting diagnosis and prompt repair to ensure objectives are met.

Whirlpool Ltd. 1998-1999
LAN and cc:Mail Administrator
* cc:Mail/LAN maintenance, Implementation and Administration
* Assigning passwords for LAN and cc: Mail users and providing proper rights, responsible for daily backup and restores on servers. Managed user accounts, access privileges, individual and system login scripts, print queues and print servers on Windows NT 3.5 and 4.0 networks, MS Exchange, Novell 3.x, 4.11.
* Troubleshooting of software and LAN problems from a remote location by taking full control of the users PC and servers via the Network and modem using PCAnywhere
* Install and support network/microcomputer peripherals, SCSI devices, memory, hard drives and expansion boards, Raid 5. Designed computerized workstations for cost- effective use of existing H/W.
* Installing, configuring and troubleshooting windows 95/98/ME/XP NT workstation and server also W2K pro and server also troubleshooting network connectivity problems and performance issues.
* Network cabling standards, topologies and architecture.
* Monitoring projects involving regular staff meetings. Administrate users accounts via Active Directory and Novell Netware Administrator
* Deployed, configured and troubleshooting with network protocols including TCP/IP, NetBUI and NWLink IPX/SPX.
* Installed and performed day-to-day support of Windows NT 4.0 servers running Ethernet topologies also Installed and support of Windows NT 3.5 and 4.0 servers running Token Ring and Ethernet topologies.
* Provided Helpdesk support coverage via the phone when needed.
* Monitored the performance of the network through SNMP, performance Monitor, Network Monitor and System Monitor.

EDUCATION
1994-1998 College of Arts and Technology Toronto, Canada
Associates in Computer Engineering
YMCA Institute of Engineering, India
4 Year Advanced diploma in Computer Science
2000 Soft Train Institute Toronto, Canada
PC/LAN Engineer diploma
1999 Software Solution Integrated
Certified Course of Oracle 8.0 and VB 6.0

REFERENCES
Available upon Request


Certifications
See above


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