Nuness Biongo​

HCL, Durham, NC

11/2013-Present

Technical Support Team Lead

• Manage and lead HCL / FedEx  team of technical specialist

• Perform as the primary escalation point for technical specialist

• Troubleshoot Cisco Unified Manager

• Activate and Troubleshoot Blackberry utilizing BlackBerry Enterprise Service 10

• Maintain the highest level of service through workload management, employee management, and policy implementation and adherence

• Support Cisco Meeting place and Conference Manager

• Provide technical phone support for issues such as lack of connectivity, password reset, software troubleshooting, email account set up and modifications.

 

Plum Choice (AT&T Tech360), Raleigh, NC

04/2012 – 11/2013

L2 Technical Engineer

• Install, support, and troubleshoot server hardware and operating systems including MS Windows Server 2003-2008 R2

• Configure and secure business networks consisting of 20-100 work stations

• Assist in the planning, designing, configurations, deployments and support of LAN/WAN/WLAN infrastructure

• Ensure network connectivity of all servers, workstations, telephony equipment, fax machines, and other network appliances.

• Support Mac OSX v10.4 and Higher, Windows XP, Vista, 7, and 8 Operating systems via Bomgar remote connection and PIP ticketing system

• Support DSL and U-verse Modems, routers, switches, patch panels, and hardware firewalls

• Support external customer wireless network infrastructure

• Troubleshoot malfunctions including removal of Virus, spam, worm or malware Troubleshoot and configure e-mail profiles in clients such as MS Outlook, Windows Live Mail, Mac Mail, and Thunderbird

• Configure and Sync smart phone devices such as iPhone, android, and blackberry

 

 

 

F7 Development, Raleigh, NC

02/2004 – 03/2006

Network Admin

• Install, configure, and support networking and security equipment from a wide range of vendors

• Manage Network Load Balancers and WAN Optimizers

• Administer and Troubleshoot malfunctions within the LAN/WAN/Wireless Network

• Built and imaged computers for window operating systems: XP, Vista, Windows 7, Server 2003, using GHOST and Clonezilla

• Support for 22 end users including group policy, account setup / removal, password resets, network malfunctions, Wireless printers, E-mail account setup using Exchange, Active Directory

 

Patient Financial Services, Raleigh, NC               

10/2008 – 04/2012

Trainer / Patient Care Coordinator

• Trained new employees on how to utilize both the Windows and Macintosh system to better assist patients and providers.

• Provided new hires with detailed information about the client and tools required to better assist each and every patient utilizing the SMS Hospital database software.

 

Affiliated Computer Services, Raleigh, NC

07/2006 – 10/2008

Work Force / Quality Assurance / Trainer / Supervisor

• Managed, Supervised and Trained new employees in a classroom of 15 – 30 people on HIPPA and how to utilize the BCBS Siebel CTMS system on a Windows OS to better assist members and providers. 

• Monitored and tested a total of 100 and plus agents to assure productivity was met and completed correctly after certification.

• Created PowerPoint presentations for training purposes and tested agents prior to agents going live.