Amir Jalil

Experience

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  Family Dollar IT Store Support

  Nov 2017 - Apr 2019

  Contact Center IT Representative

  A Fortune 500 Family Dollar corporation troubleshooting IT inquiries for District Managers and Store Managers (IT calls and self-service tickets). Meet and continuously strive in exceeding Contact Center KPI (Key Performance Indicator) including customer satisfaction, volume expectations, first call resolution and proper IT case documentations. Trade skills includes strong analytical and problem solving, customer service focus, Magic Service Desk IT, Lawson payroll and time keeping, Taleo recruitment and onboarding, Kronos, development and performance management, ServiceNow and Knowledge Management System (KMS). Show less

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  Goodwill University In Partnership with TechWorks Gaston

  Oct 2018 - Oct 2019

  Student

  Chosen over 500 applicants to be in the IT-Ready program which gives people the knowledge and skills they need for a successful IT career, then connects them to an on-the-job experience opportunity. IT-Ready not only focus on the technical skills, but on the soft, professional skills that employers look for in a worker. Training is worth 2 years of work experience.

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  CompuCom

  Mar 2019 - May 2019

  CompuCom IT Contact Management Support

  Provide end-to-end managed services, technology and consulting to enable the digital workplace for clients. Focus skill set in troubleshooting and technical support via phone, web chat-based tools and email. Resolving level 1 and 2 solutions. Performs account management and maintenance for various applications and systems including user accounts and permissions. Skill set involves being knowledgeable in VMWare, Knowledge management, VPN, Citrix, Cisco devices, Microsoft office, Enterprise Resource Planning, Customer Relationship Management, VPN, ServiceNow, ITIL and Active Directory. Show less

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  Blackbox

  May 2019 - Oct 2019

  Infrastructure Engineer

  Network Engineer structure building for primary client of Bank of America. Lead and perform installation of low voltage category cabling and Fiber Optic Structured Cable Distributed Systems, communication equipment including VOIP, thin clients, routers, switches and racks. Perform upgrades, evaluate, diagnose, troubleshoot cabling infrastructure systems and repairs.

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  Spectrum Enterprise

  Oct 2019 - Oct 2020

  Enterprise Technical Support

  •Access, configure and monitor WAN circuit including DIA, MPLS, E-LAN, ELINE, PPP and Multi-PPP, CWDM•Worked in all Spectrum environments including L-TWC, L-Charter and L-Brighthouse•Trace Layer 2 and Layer 3, fiber, and coax circuits, Analog/Digital/PRI/SIP•Applying, accessing, and troubleshooting dynamic protocols which includes utilizing VPN, SSH, RIP, OSPF & BGP dynamic routing protocols.•Access, configure and monitor core routers, gateway routers, layer 2/3 switches, PBX, including Juniper, CISCO, Alcatel, ADVA, RAD, Sumitomo, SonicWall, Fortinet, Hosted Voice, CPE.•Conducts, updates, and improves reviews of documentation, manuals, standards and procedures.•Perform analysis of enterprise software, hardware and transmission facility using diagnostic tools to ensure the optimum operation and maintenance of technology solutions.•Technical support in the planning, assessment, design, construction and implementation of upgrades to the existing systems and enhancements/additions of future enterprise technologies.•Utilized ticketing system of remedy and ServiceNow•Maintains security on all enterprise server hardware, software and network, including set up, revision and cancellation of securities.•Monitors enterprise systems, products and network usage, performance and capacity. Performs trend analysis for system improvements.•Performs enterprise-wide user accounts administration including addition, deletion and change of user accounts according to approved policy, standards and procedures.•Responds to user inquiries, investigates and analyzes problems and develops solutions and/or action plans. Show less

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  OneCloud

  Oct 2020 - now

  Tier 2 Support Engineer

  •DIA circuit tracing for MPLS, E-LAN, E-LINE, PPP, Multi-PPP•Working knowledge of the following technologies for analog, digital, PRI and SIP.•Access, configure, monitor and troubleshoot Hosted Voice, OneCloud, 3CX, Avaya Manager, Avaya Voicemail Pro•Access, configure, monitor and troubleshoot Telnid routers, UNIFI routers/switches, Edge Routers, Avaya IP Office V2 Cabinet, Snom, Polycom OBI 300 and 500 series, Grandstream, Yealink phones, Avaya phones, •Program, install and monitor paging systems and peripheral equipment, ie: amplifiers, speakers, horns, paging adaptors, etc.. •Experience with installing, tracing, testing, and terminating CAT 5E/6/6E and Coax cable.•Experience with Tip & Ring. Able to locate, cross-connect and test dial tone in phone systems and analog devices, i.e. fax machines.•Experience in Telecom/VoIP industry, IP Telephone System, Data Switch and Router programming experience is desired. Show less