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Mackenzy
b45mackenzy@hotmail.com
904-422-4666
8402 Lone Star Rd
Jacksonville, FL 32211
IT Help Desk Support
15 years experience W2
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Average rating
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Summary

  • In-depth knowledge and understanding of numerous software packages and operating systems.

  • Accomplished professional with over 15 years of experience in telecommunications technologies and IT infrastructures Skilled in providing customer and end-user help desk support.

  • Easily identifies and resolves technical issues and concerns.

  • Excellent communication and presentation capabilities in both French and English.

  • Customer- oriented and accurate Desktop Support Technician adept at providing extraordinary client service and IT assistance, improving workstation, and operating systems, repairing computer hardware, and managing office supplies.

  • Certified Technician that operates well in team environments in which technology expertise, extensive analytical skills, and strong problem-solving abilities are key to success.

Trainings:

  • IBM Tivoli | Netcool/Omnibus 7.3 Installation and Configuration | Administration and Maintenance.
  • NTest Inc. | O&M of the fiber Watch remote fiber monitoring system.
  • Digicel University | People Management | The Business and the Customers

Ericsson:

  • ABIS over IP - on Site Workshop SIU
  • IP in GSM Radio Access Network
  • BSC IP Infrastructure Ops & Configuration
  • WCDMA RAN W11 Ops & Configuration
  • APG40/APG43 O&M
  • GSM system survey, RBS 2000/3000/600
  • OSS-RC6 Event Based Applications
  • DWDM Fundamentals
  • ENIQ 11 System and Dataflow Administration APZ 212 60 O&M
  • GSM/WCDMA M-MGw R5 &M
  • The GSM HLR/MSC/MSC-SR12/R13 Ops & Configuration
  • The GSM RAN Signaling in the Core Network

Experience
IT Help Desk Support
Chemicals/Pharmaceuticals
Aug 2020 - present
Jacksonville, FL
IT
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Safe Haven Security - ADT Authorized Dealer
May 2019 - Feb 2020
Jacksonville, FL
Installation Technician (Customer's Home Automation and Security devices) Installation Service, and Troubleshooting of a variety of residential burglary alarm systems.
  • Managing multiple appointment scheduled daily/weekly.
  • Accurately completing ADT work orders and paperwork.
  • Completing administrative tasks including shipping, invoicing, and reschedules.
  • Educating customers in various system operations and maintenance.
  • Update corporate office after each appointment.
Database Maintenance
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Call Center Sales Representative
Apr 2019 - Apr 2019
Jacksonville, FL
  • Answering customer requests or inquiries
  • Upselling products and/or services to the customer
  • Identifying and resolving customer issues using problem-solving skills
  • Building a positive rapport across a variety of personality types
  • Continually maintaining a working knowledge of our clients' products, services and promotions
  • Putting the customer first and remaining polite and professional always
  • Documenting all customer information, communications and sales in a computer system
Call Center
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Package Handler- Warehouse
Information Technology
Mar 2019 - Mar 2019
Jacksonville, FL
Mackenzy Boursiquot
  • Performs repetitive bench or line assembly operations to mass-produce products.
  • Work efficiently and safely, while maintaining target range on the following KPI's: discrepancies, accidents, ballistic repairs, ballistic re-cuts, garment repairs, garment re-cuts, ballistic yield, desired ship dates, and inventory cycle counts.
  • Sorting of packages of varying sizes and weights by hand, including lifting, pushing, pulling, carrying, scanning, placing packages, as well as physical bending, twisting, kneeling etc. in a safe and efficient manner. CAMUSAT Kampala
  • Uganda | Ndjamena
  • Chad | Ouagadougou
  • Burkina Faso | Abidjan
  • Ivory Coast Camusat is a key player in telecom network roll out, with a headquarter in France and 35+ subsidiaries around the world, excelling in 5 business lines: Telecom Site Construction & Installation, Power Systems & Renewables Energies, Equipment Installation & Commissioning, Fixed & Fiber Optics Networks, Managed Services, Maintenance & Operations
Database Maintenance Fiber Optics Power Systems
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Regional Desktop Support Specialist
Information Technology
Dec 2015 - Jan 2019
  • Managing remote and onsite assistance and maintenance of 200+ devices including computers, & mobile devices, in the 4 African countries with various operating systems (Win.10, Linux, iOS); upgrading and repairing them when needed.
  • Helped employees on any technical concerns and trained them.
  • Tested and integrated new software identified and executed any corrections.
  • Maintained accurate repair records and documented all maintenance performed using FMS (Fault Management and Monitoring System) the company’s ticketing system.
  • Using own knowledge and judgement, troubleshot and resolved any users' issues; communicated with clients via email and/or telephone; provided extraordinary customer service.
  • Collaborated with the NOC and Operations teams and managers to develop and implement new procedures which increased and significantly improved workstation and operating systems.
  • Maintain the up to date operating procedures inside the IT department.
  • Pro-actively presented reports on statuses in weekly management meetings with the senior manager.
  • Successfully troubleshot and resolved end-user complications through research and effective follow up practices.
  • Tracked inventory in database by creating excel spreadsheets.
Desktop Support Linux Microsoft Excel Database Maintenance Mobile Devices Customer Service
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IT Support Specialist
Information Technology
May 2015 - Dec 2015
Jacksonville, FL
  • Technology Specialists respond to and diagnose problems through discussion with students including problem recognition, research, isolation, and resolution steps.
  • Responsible for safeguarding confidential information and documenting issues and resolutions.
  • Overseeing the (4) University's computers lab operations, helping students face to face, processing user accounts through the signature station, ensuring that lab equipment is well-stocked, clean, and functional. Mackenzy Boursiquot
  • Created detailed network documentation and diagrams using Microsoft Visio.
  • Help in the planning, implementation, and modifications/upgrades to the supporting students' databases, troubleshooting, systems backups, archiving, disaster recovery and provide support in implementing fixes to restore service, utilizes scripts and available tools when assisting users. Digicel Group Port-au-Prince, Haiti Digicel Group is a leading global communications provider with operations in 31 markets in the Caribbean, Central America, and Asia Pacific.
Database Backups Database Upgrades Disaster Recovery PRINCE MS Visio
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Radio Access Network Manager
Information Technology
Aug 2014 - Apr 2015
  • Directed and coordinated a staff of 23 Field engineers with successful results.
  • Provide the 24x7 real-time visibility needed to effectively troubleshoot RAN issues.
  • Slashed overall troubleshooting costs and the need for drive testing by assuring usage of geo-analytics to monitor RAN performance to detect and determine root cause of subscribers' issues including RAN analysis optimization RF troubleshooting and planning teams.
  • Performing Site’s Survey (RF & Engineering), BTS/MW Installations, BTS/MW Commissioning, Acceptance and Handover.
Network Management Analytics
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Remedy Developer & Netcool/Omnibus Admin
Information Technology
Feb 2006 - Jul 2014
Panama, IA
  • Travelling to assist and transfer knowledge to colleagues in other subsidiaries with needs for immediate skills in administering their infrastructure management including systems management either BMC Remedy or Netcool Omnibus.
  • Managing a NOC team of 19 members and hold full accountability of 24x7 for the Network Operations and Service Desk function while keeping Network availability within and above accepted KPI's and ensuring best functionality. Full Management of network services including upgrade and migration with third party applications between Netcool Omnibus & the Remedy AR ticketing systems.
  • Played key role in the development and implementation of a standardized process for network element new node acceptance partnered with all other internal departments and O&M Contractors during network build/expansion /Correction and to integrate a series of steps to ensure fault management of specific elements.
BMC Remedy node.js Netcool ServiceDesk Infrastructure Management NOC
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Network Operations Center – Technician
Information Technology
Mar 2005 - Mar 2006
  • Monitoring and surveillance, incident management and resolution, technical support, scheduled maintenance, network configuration, and change request support.
  • Resolve the customers and network issues in time.
  • Provide support for the installation, configuration, and shipment of the switches. Accountable for resolving, supporting switch performance, integrity, and daily activity fault reports.
Switches Database Maintenance Incident Management Technical Support
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Edit Skills
Non-cloudteam Skill
Education
Associate's in Computer Systems Networking and Telecommunications
Haiti-Tec 2004
Record has not been verified.
Certifications
Certified Project Manager Instructor
University of North Florida, 2019
BMC Remedy ARS Certified Administrator & Developer 7.x & 8.x
BMC, 2012
Skills
BMC Remedy
2014
8
Infrastructure Management
2014
8
Netcool
2014
8
NOC
2014
8
node.js
2014
8
ServiceDesk
2014
8
Database Maintenance
2020
4
Customer Service
2019
3
Desktop Support
2019
3
Linux
2019
3
Microsoft Excel
2019
3
Mobile Devices
2019
3
Incident Management
2006
1
Switches
2006
1
Technical Support
2006
1
Analytics
2015
1
Call Center
2019
1
Database Backups
2015
1
Database Upgrades
2015
1
Disaster Recovery
2015
1
Fiber Optics
2019
1
MS Visio
2015
1
Netcool/OMNIbus
0
1
Network Management
2015
1
Power Systems
2019
1
PRINCE
2015
1
Tivoli
0
1
Languages
French, Fluent/Bilingual