Fiber Customer Support Analyst Resume Silver Spring, MD - Hire IT People

SUMMARY:

5 year track record of demonstrated expertise in information technology and customer service.
Pursue a rewarding and challenging career applying my expertise in information technology management, and customer support skills which will allow me to leverage my team - building, communication and experience, as well as sharpen my business knowledge in a multi-faceted and highly productive environment.

PROFESSIONAL EXPERIENCE:

Confidential, Silver Spring, MD

Fiber Customer Support Analyst

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware (Windows 7/ Windows 8/ Windows 10/ Apple OS devices.
Provide support for data service, TV and VOIP phone service
Provide troubleshooting and resolution via PC configuration, home router configuration, Email Client Configuration (Microsoft Outlook, Mac Mail, Windows Live Mail).
Create trouble reports and provide customers with trouble status via internal ticket tracking system.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), Ethernet and Network Interface Cards.
Dispatching trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.
Act as the customers advocate in reaching out to functional departments to achieve issue resolution,
Monitor active customer tickets through to resolution using internal tickets systems.
Handle highest level escalations from Directors and executives in response to BBU, FCC and PUC’s.
Perform testing, fault isolation, and troubleshooting wire line communication systems.
Operate as internal help desk providing advanced technical support and mentoring for frontline agents
Work with NOC, FNOC and TDNOC to identify network related issues and outages.
Perform network management and configuration including: LATA Core router changes, facility assignments.
Provisioned circuits by altering ASAMS, switches, ports, Lata Core Routers, VPI/VCI, assigning ISPs.
Provide front end technical support with McAfee virus software, Outlook and Microsoft applications.

Confidential, New Carrollton, MD

Technical Consultant

Provides support to customers on operational or maintenance aspects of cellular equipment.
Performs in-house servicing and repair of company's wireless products.
Serves as customer contact on service related problems.
Diagnoses mechanical, hardware, software and systems failures, using established procedures.
Determines most cost effective repair/resolution to minimize customer downtime

Confidential, Washington DC

Facilities Management Intern

Supports database administrators, working in SQL.
Assists application and systems testing staff by assisting with application support, documentation and Quality assurance testing.
Review and comment on Systems Development Life Cycle documentation development and management.
Website development and maintenance
Support help desk contractors and system administrators with incident ticket tracking via Footprint by Numara
Provide end user support to Windows 7 clients within Windows Server 2008 environment. (Account Management / Password resets / Unlock user accounts via Active Directory.
Inventory and keep track of system hardware and hard drives for future litigation via Microsoft Access.
Implement and perform network, system, and resource monitoring using enterprise level Norton Security.
Review, update and finalize agency IT security procedures according to NIST Guidelines.
VoIP Telephone and Fax Administration via Cisco UC Manager.

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Fiber Customer Support Analyst Resume

Silver Spring, MD

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