Paxton L.

PROFESSIONAL EXPERIENCE

IT Helpdesk Specialist 
Relay Human Cloud | Vadodara, India | Sep 2023 - Present

• Managed asset allocation for end users across India, US, and Mexico, ensuring efficient utilization and tracking of hardware and software resources.
• Conducted regular audits to ensure compliance with company policies and industry standards, resulting in improved asset management practices and reduced risk of unauthorized software usage.
• Monitored and managed user accounts, computers, and other devices, ensuring smooth operation and adherence to security protocols.
• Proactively monitored trouble alerts and reported issues to the helpdesk team, facilitating prompt resolution and minimizing downtime for end users.
• Installed, modified, and troubleshooted software issues, delivering timely solutions and enhancing user productivity.
• Added, managed, and modified user profiles, ensuring accurate access rights and permissions in alignment with organizational requirements.
• Provided software installation, repair, and removal services, resolving technical issues efficiently and minimizing disruption to end-user activities.
• Conducted hardware troubleshooting and replacement activities, including RAM, HDD, and other device parts, resolving hardware issues promptly and maintaining optimal system performance.

L2 Network Engineer

Technomine LLC. | Ahmedabad, India | Apr 2023 - Sep 2023

• Provided comprehensive remote technical support for diverse systems, including switches, routers, servers, cameras, NVRS, IPMAX, VMAX, Access Control, and Burglar Alarms to clients based in the U.S. 
• Managed the operations of the ticketing system, ensuring efficient assignment and dispatch of support teams, resulting in timely issue resolution and high client satisfaction.
• Supervised L1 engineers and technical teams, overseeing task assignments and ensuring smooth workflow, which optimized team performance and increased productivity.
• Managed inventory effectively, maintaining accurate records and ensuring the availability of necessary equipment, leading to streamlined operations and reduced downtime.
• Cultivated strong vendor relationships and facilitated equipment procurement, ensuring timely delivery and competitive pricing, thereby supporting project timelines and budget goals.

L1 Network Engineer

VoIP Office Telecommunication LLC | Vadodara, India | Jan 2022 - Apr 2023

• Delivered expert technical support for global calling numbers, ensuring consistently high customer satisfaction through a swift resolution of issues related to call forwarding, number activation, installations, and other inquiries.
• Configured software across multiple platforms, optimizing performance and compatibility for end users, resulting in enhanced productivity and seamless communication.
• Managed VoIP, TCP/IP, LAN/WAN, and Cloud Networking systems, ensuring optimal performance and reliability for voice and data communication.
• Provided comprehensive firewall support, safeguarding network integrity and protecting against security threats, contributing to a secure and stable network environment.
• Contributed to internal infrastructure maintenance, collaborating effectively with cross-functional teams for troubleshooting and technical support, which resulted in minimal downtime and improved system reliability.

Network Engineer 

RailTel Corporation of India Ltd | Vadodara, India | Jun 2018 - Dec 2021

• Successfully executed a 1000KM OFC installation for the Ministry of Railway's BharatNet NOFN Project, overseeing vendor teams, documentation, and commissioning to ensure seamless end-to-end connectivity.
• Implemented an efficient ERP and E-Office system, overseeing digital file processing, approvals, attendance records, salary processing, and project-related documentation to streamline workflow management and enhance operational efficiency.

Service Support Engineer 

R Network Private Limited | Vadodara, India | May 2016 - May 2018

• Provided comprehensive customer service support for various systems including EPABX, IPPBX, videoconferencing, CCTV, security surveillance, and more, ensuring the stability of client networks and internal infrastructure.
• Conducted routine system audits, diagnosed hardware/software issues, configured networks, installed operating systems and software, and maintained system performance and security measures such as access controls and firewalls.