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Business Consultant/network Support Resume

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Richmond, VA

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PROFESSIONAL EXPERIENCE:

Confidential, Richmond, VA

Business Consultant/Network Support

  • Began by providing 1st tier problem resolution. Promoted to the role of Support Service Manager providing 2nd and 3rd tier problem resolution.
  • Provision service orders for Medium/Large Business and Government clients.
  • Provide helpdesk support for an office of 85 - 100 Consultants and external assistance for field technicians, engineers, and programmers.
  • Advise, analyze, and research FIOS (Fiber Optic Network) and DSL areas for systems planning, operations; network hardware, testing (software and hardware), and problem resolution.
  • Completed site surveys for existing or new clients establishing new work facilities.
  • Provide exceptional employee and customer support for Confidential ’s Potomac region (MD, VA, DC, WV, NJ, PA, DE) for voice, data and video.
  • Point of contact for resolving customer questions or problems concerning Telecommunication/ Information Technology, software and/or hardware problems.
  • Collect information from callers to be used in the troubleshooting and restoration of network/telecommunications services.
  • Configure and/or troubleshoot Cisco Switches/Routers, PBX Trunks, ISDN BRI, T-1 and Frame Relay products.
  • Adaptive team player with excellent communication and collaborative talents; interface easily with customers and technicians to rapidly diagnose and resolve challenging technical problems
  • Named Project Manager for various projects including FIOS implementation, working with Engineers, Field Technicians, and executed various escalations pertaining to business client’s service orders.
  • Initiate and maintain a positive working relationship with clients, architectural/engineering contacts, consultants, subcontractors, and local government officials and departments.
  • Provided team collaboration, project scheduling, reporting and budgets.
  • Implemented application support and service for Confidential FIOS (Fiber Optics) from the central office to the ONT(Optical Network Terminal).
  • Motivate co-workers and deliver dynamic team building skills to launch new team processes.
  • Took responsibility as service manager specializing in effective communication with irate customers and implementing escalations when required.
  • Investigate and/or resolve disputes, complaints also inquiries regarding customer’s service, billing, rates and policies.
  • Received numerous commendations from external customers and recognized by many internal representatives for consistently accomplishing and exceeding goals and the requirements of the customers.

TECHNICAL SKILLS

Telecommunication, Cisco Technologies, Networking, Routers, Software Installation, System Administration, Project Management, POTS, DSL, FIOS, Centrex, T1, LEC, CLEC, Toll Free, Information Technology, Frame Relay, Switches, LAN/ WAN, Troubleshooting, CCNA, Security, fiber optics, web design, Python/Django, Circuits, VOIP, PBX, ISDN BRI/PRI, TCP/IP, HTML5/CSS, JavaScript, AWS Services, Cloud Computing

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