MARIANGELY TORRES

Bronx, NY 10468 | P: (845) 480-4254 | Email: mtorres7575@yahoo.com

Professional Summary
Detail-oriented, dedicated, ambitious network operations professional with exceptional interpersonal and analytical skills.
Possess strong leadership and successful team building capabilities. Excellent technical, problem solving, communication,
presentation, and customer service skills. Track record of going above and beyond basic duties as well as works well
under pressure and fast learner. Strong record of academic and hands-on work performance including IT/Desktop support,
system maintenance, troubleshooting, system upgrades and software implementation. Bilingual: English & Spanish.

Skills/Basic Knowledge
OS:
Software:
Hardware:
Protocols:
Other:

MS-Windows XP, Vista, 7, 8, 10, Windows Server 2008

MS Exchange, MS Office 2010-2013, Visio, Ridgeline, Putty, SSH, Telnet, VirtualBox, Procomm, Active
Directory, Cisco VPN Client, Avaya VPN Client, Business Element Manager, Avaya IP Office Manager,
Remedy, Peachtree, SharePoint
Cisco Switches (3560), Cisco Routers (2600, 2500), Avaya Contivity (2700), Avaya Switches, Extreme
Switches (x460-48p), ShoreTel, Avaya IP Office
TCP/IP, DHCP, VLAN, DNS, Telnet, Ping, FTP, TFTP, HTTP, RIPv2, OSPF, EIGRP, NAT, ACLs
Customize PCs, add, upgrade hardware equipment and software, create cables

Education
Degree
DeVry College of New York
Bachelor of Professional Studies - Network & Communications Management
December 2016
Concentration in Cisco Networking Fundamentals
4.0 GPA, Deans List - Fall 2014, Spring 2015, Summer 2015, Fall 2015 Semester, Certificate of Excellence July 2015,
November 2015 Semester
Monroe College Bronx, NY
Associate of Applied Science Office Technology

June 2000

Experience
Network Operations Center (NOC) Manager
Heavy Water LTD New Rochelle, NY

June 2008 March 2014

Managed a team of 5 NOC Engineers (included but not limited to hired, trained and conducted
performance reviews, maintained and approved NOC schedule and PTO requests)
Created Welcome Kit for new customers; Hosted all Welcome Aboard meetings for new
maintenance customers
Attended meetings occasionally onsite with customers, sales rep, management and engineering
team as needed
Maintained and updated customer database on SharePoint (login info, system info, IP addresses,
network diagrams, contact info, etc.)
Generated and reviewed ticket reports using Remedy AR System (opened, closed, per engineer,
etc.)
Verified tickets for quality and accuracy; confirmed closing of completed tickets.
Ensured all internal procedures and customer instructed procedures are up to date and followed
Collaborated with various departments to ensure all customer requirements are met

Assigned and verified completion of projects requested by senior engineers and management
Maintained and upgraded Peachtree server for finance/logistics departments
Maintained patches required for phone systems each quarter (notifying customer what is required,
which are obsolete, included scheduling of patch updates for PBX, IP Office systems)
Other responsibilities included but are not limited to various administrative duties and all the
responsibilities as NOC Engineer

Network Operations Center (NOC) Engineer

Heavy Water LTD New Rochelle, NY

Researched, resolved and responded to alerts and issues as presented (provided customer service,
technical assistance)
Created and implemented the escalation procedures
Maintained server room (replaced equipment, upgrades, cabling, VM management, temp. check etc.)
Managed and utilized subcontractors for out of footprint locations and remote troubleshooting
Monitored, maintained, and troubleshoot employee peripherals and issues (ex. blackberry, VPN
connection, email issues, etc.)
Reimaged laptops, pcs, and servers, software testing, hourly system checks
Monitored customer and internal systems via HEWS (Heavy Water Early Warning System
Nagios/Cacti) both data and voice equipment
Opened cases/tickets with vendors (Avaya, Extreme, Nortel, Juniper, Cisco, Service providers
Windstream, Level3, etc.)
Maintained ticket queue - Remedy (opened, reviewed and worked (researched if required) on tickets to
their resolution and closure.)
Escalated trouble tickets and emergencies as needed per escalation procedures
Worked closely with engineering team to assist and escalate issues (worked remotely and/or with on-site
presence for installation projects or troubleshooting down system smart hands)
Participated in customer support calls, occasionally with vendors or escalated engineer
Minimal configuration of switches, software upgrades, rack and mount, add, move and change of users
on phone systems, etc.

Assistant Bookkeeper
Heavy Water LTD New Rochelle, NY

December 2007 June 2008

June 2007 December 2007

Verified and posted invoices in reference to accounts payable

Posted cash receipts and deposits
Disbursed approved payments and payroll checks
Filed, maintained ticket logs, expense reports, processed mailings, data entry, maintained company bank
statements, processed company credit card payments
Assisted VP of Finance and CEO with various administrative duties