IT SUPPORT PROFESSIONAL
Leverages dynamic customer service and astute problem solving skills to provide technical support, resource
management, and special projects that advance corporate needs and various business functions. Excels in high
call volume environments, providing tier I and tier II support in accordance with all service-level agreements.
Help Desk Support
Provides technical support both remotely and onsite troubleshoot the following:
All Microsoft desktop and server platforms
Active Directory, Group Policy
Microsoft Exchange Server 2003-2010
Understanding of networking including hardware, especially Cisco and SonicWALL
Triage support request in an efficient and timely manner resolving those within the purview of Tier 1,
escalating other tickets to appropriate next level support staff
Create and maintain documentation for 1st level support staff
Assist with hardware deployments and support when called upon
Other duties as assigned
April 2013 - January 2014
Conduct business and residential area surveys
Survey transmission lines
Monitor gathering systems
Check for pressure increases
Perform surveys ahead of paving
Review winter/frost conditions
Perform general risk assessments
Perform miscellaneous safety inspections
Data and voice service provisioning with phone co to deliver telecommunications services to Walgreen
store locations, including local, long distance and MPLS services
Analysis of CSR's and telco invoices
documentation and rationalization of voice/data services
Improve the quality of the CMDB by auditing datasets from Pinnacle, Remedy, and NSM and providing
import file sets for importing into Pinnacle
Providing technical support to both internal and external customers
Providing customer service to our customers
Tracking packages to ensure customer delivery
Picking up packages from store location
Comforce (Windstream Communications)
Thorough understanding and experience using ASAP or MSS MetaSolv Solutions (ORACLE application)
Accurately and efficiently build Data Network device and circuit
Records and identify and resolve/correct records in MSS
Handle all logical/virtual records in MSS representing all Data Network elements
Experience in Data (IP) Engineering
Oversaw the maintenance and provisioning of SBC LD's product and services line that are valued at $10M+;
handled international and domestic alliance management for accounts generating $7M+ revenue.
Delivered top-level customer service, capturing top marks for customer satisfaction and service-level
objectives; provided tier II support by pulling detailed call records.
Built various diagrams using Microsoft Visio to ensure accuracy in changes within the organization
Administered a Managed Information System (MIS) that serviced business customers within the footprint of
AT&T users nationwide.
Employed tools such as looking glass and IP services database while troubleshooting issues with Cisco and
Network Control Engineer
Supported the established organization by assisting with LOA (Letter of Authorization) resends, toll-free
trackers, expedites, and special projects.
Partnered with the Assistant Network Service Manager to assess toll-free numbers from various carriers.
Traffic Control Specialist
Monitored and responded to more than 2,500 incoming calls per day, utilizing Meridian Max and IEX.
Ensured adherence to service level agreements by adjusting resources as needed on individual projects.
Drove world-class customer service by monitoring a series of queues to ensure proper client interaction.
Handled daily change requests to adjust the schedule, coordinating changes with front-line managers based on service-level performance.
Provided highly-rated customer service to telecommunications carriers, analyzing data and voice trouble
reports and formulating solutions to address client concerns.
Cultivated and leveraged knowledge of WFAC/DO systems functions as well as line features in Verify/Fix,
Predictor, Shots, and ROS to deliver technical support.
Utilized mechanized look testing systems to monitor calls for the purpose of duplicating the problem.
Contributed to a delegated project for four months as assigned by the Local Operation Area Manager by providing an Excel spreadsheet with a list of trouble tickets that were 48+ hours old or that were repeated within one month; sorted tickets to identify issues and areas for improvement with center service.
Qualifications & Certifications
AS Networking and Microsoft Certifications
GATEWAY TECHNICAL COLLEGE