SUMMARY:

• I have over 18 years with working directly with customers internal and external in the Telecommunications industry combining customer service with problem solving skills to resolve issues.
• I take ownership and initiative of customer concerns and issues to focus on the long term customer relationship. Self - motivated individual that focuses on continuous improvement in the key performance indicators of our business.
• Passionate advocate of Customer Service results Driven Team lead Dedicated to Peer Development
• Gathers data and identi es problems Skillfully Inspires others to accept and achieve goals
• Builds enthusiasm, commitment with peers, Customers Certi ed Transforming Technology, Network Transformation, Certi ed Maintaining Cyber Security and Cisco CCNA
• Windows 2000,2007, 2008 and 2010 XP, Vista, WIN 7, Mac OS 9 & 10, Linux command tools Operating Systems, Service now ticketing system, Rct remote control, AD =Active Directory and Citrix
• Knowledge and experience in account provisioning and associated workflows.
• Ability to analyze and problem solve.
• Microsoft Of ce Suite 97, 2000, 2003, 2007, 2008, 2009, 2010 & 2016, Microsoft office 365
• Con guration of all versions Internet Explorer Mozilla Firefox Google Chrome and Microsoft Edge
• Con guring Mail Clients Outlook and Outlook express, Mac Mail, Eudora,
• Con guring PPPoE connections, True Static and Sticky Static also set up Remote Access Services
• Troubleshooting and Con guring Dial-up, TCP/IP, DNS, VPN routers
• Con guring Norton, McAfee, Anti-Virus, Data Entry 10,000 kph, Ten key 10,000 kph (Keystrokes per hour)

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Specialist II

Responsibilities:

• Provide automated information systems, hardware and software support to departments/agencies on a Countywide basis. They must, therefore, possess and apply knowledge of the full range of varying systems and hardware utilized by and between ITD and all of its customer departments/agencies for the benefit of those departments/agencies.
• Provides first level technical support service by identifying problems in a wide variety of computer environments, determining the cause, recommending or taking corrective action; refers problems to second level support or vendors when appropriate.
• Maintains, logs calls into help desk - tracking system and prepares reports on incidents.
• Assists in the of lower level specialists.
• Reviews outstanding problems to ensure that proper documentation and escalating procedures are being followed; schedules meetings to resolve problems and informs upper management of situations and recommends action to be taken.
• Recommends, implements, and documents Information Technology Department policies and procedures.
• Provides support in monitoring and backing up the LAN/WAN server farm.
• Performs recovery procedures when requested by customers.
• Assists in the installation, and documentation of new systems or equipment prior to system utilization.

Confidential

IT Service Center Technician

Responsibilities:

• Coordinates and participates in providing technical assistance to computer users regarding hardware and software, application and connectivity problems may act as system(s) administrator.
• Serves as primary contact in troubleshooting assigned systems; fixes problems as assigned.
• Develops custom applications and reports for assigned computer system
• Taking incoming and outgoing calls for all Confidential employees, assist with software and hardware issues, create ticket using Service Now and Sonar wind and escalate to various departments, resetting password for all the Users.
• Demonstrates proactive customer service attitude; proactive in providing superior customer service and support.
• Analyze, identify, and resolve problems related to end user devices, systems, and applications.
• Utilize documentation to diagnose issues and escalate issues to proper IT teams.
• Monitor applications, systems, and alarms on routing basis.
• Prepare and maintain documentation, records, and logs.
• Provision and deprovision user access, roles, and security to multiple applications and systems.
• Demonstrates excellent communication skills including listening, speaking, and writing.
• Knowledge of organization policies, procedures, systems, and objectives.
• Act in an appropriate and professional manner as defined by the company’s Standards of Behavior, Policy and Procedures, and Scope of Services.
• Role model AHS Standards of Behavior.
• Proficient computer skills including Microsoft Office (Word, Outlook, Excel, PowerPoint).
• Current office administrative practices and procedures.
• Correct business English, including spelling, grammar and punctuation.
• Use independent judgment and initiative within established policies and procedures.
• Establish and maintain effective working relationships with a variety of individuals from various socioeconomic, ethnic and cultural backgrounds.
• Excellent communication skills, both written and verbal.

Confidential, Oakland CA

Port Technical support specialist III/ help desk

Responsibilities:

• Conducts microcomputer operation functions such as setting up and installing computer equipment, installing internal peripheral cards, installing printer cables, replacing damaged components, setting up batch les, installing software, and performing le backups.
• Supports computer processing by troubleshooting, reformatting hard disks, or restoring hard disk les. Analyzes and documents computer hardware and/or software problems; resolve problems; takes steps to avoid similar or recurring problems.
• Establishes regular maintenance and repair schedules for Port of ce automation equipment
• Provides detailed support of database, word processing and telecommunications hardware and software used throughout the Port.
• Assist employees to resolve computer related issues, Install and configures software hardware.
• Participate in making recommendations and performing upgrades for servers, workstations, phone systems, printers and other devices.
• Ensure all backups and performed regularly and that all data are protected from internal and External threats.
• Troubleshooting user desktop issues in a Windows environment occasionally make changes to the customer’s ShoreTel VOIP system.
• Provide overall hardware support employees and incoming new hires. Provide weekly reports, inventory management, Supplier management, and other administrative task as needed.
• Responsible for working with Port of Oakland Users in the support, maintenance and deployment of desktop hardware as well as the information support processes.

Confidential, San Ramon, CA

Technical Support Rep

Responsibilities:

• Answers incoming calls from internal and external customers throughout the shift to troubleshoot service. Operates a computer terminal to enter information, sometimes while talking with customer. Utilizes mechanized systems (e.g., CRM,) to record notes and troubleshooting information issue Handles customer complaints, criticisms, discrepancies, requests or inquiries over the phone
• Performs PC software and hardware trouble shooting. Follows established of ce, safety practices and procedures Completes as required to meet minimum requirements of the job Work with customers on 22 state DSL technical issues; ensuring a high level of customer satisfaction and quality service. Troubleshooting network, email client using Outlook/ Outlook Express/ Mac Mail, operating system, Virus, Hi-jacking, spyware issue.
• Implemented installation, repair, and testing of network and/or repair of station inside wiring terminals in connection with U-Verse services. Customer escalations interact with other work groups to ensure timely resolution of service issues.
• Analyze issues, perform root cause analysis and interface with multiple groups/ organizations to resolve DSL issues.
• Troubleshoot ATM circuits, DSL modems, routers and connectivity related software. Assist with advanced troubleshooting of ADSL hardware, software and all aspects of Broadband and Dial connectivity access services, including allocation of static IP addresses, router bridging, port mapping and resolution of RADIUS authentication issues.
• Handling advance con guration and support to 22 state DSL for residential and various small business routers and modems and con guring PPPoE connections, Sticky Static and true Static IP’s
• ATM management: provisioning, rebuilding circuits
• Troubleshooting networking systems issues using XP/Vista/Win7, & 8 Mac OS 9, & 10
• Remote Pc support for end users
• Complex usage of multiple tools and systems on the AT&T network
• Understanding network interface cards, routers and modem
• SPOC (Single Point of Contact) managing and distribution trouble tickets to meet customer commitments
• Performed peer coaching / Reports system outages to TCC-SPOC and provide updates to the center.

Confidential, San Ramon CA

Provisioning Administrator II/ Team Lead

Responsibilities:

• SPOC for 13 state DSL provisioning processes
• Develop processes for peers to launch initial DSL products
• Researching, analyzing and troubleshooting problems. Initiated necessary contacts to resolve issues in support of reducing service order errors and increasing department revenues, created and distributed customized monthly billing error reports. Implemented adjustments to customer accounts resulting in a high level of customer satisfaction and improved billing accuracy.,
• SPOC for processing Executive Accounts orders. Billing and customers requesting for credit, Worked as Team Lead and handled escalations in conjunction with management. Scheduled and conducted of new AT&T employees and contractors. Monitored attendance, evaluated performance, provided constructive development of contractors.
• Performed peer coaching / Reports system outages to TCC-SPOC and provide updates to the center.
• SPOC for Manager Escalations from different departments such as Billing, Unbillable, and Executives Appeals performed administrative functions such as gathering data and preparing data for the center.

Confidential, San Ramon, CA

Provisioning Admin

Responsibilities:

• Performed UAT testing for PeopleSoft CRM for user acceptance
• Completed Enhanced and Basic DSL orders by inputting into database, assigning Ip's, Con guring into router.
• Processed DSL/DIAL orders for SBCIS including new, disconnect, upgrade downgrades
• Updated contract renewals, and site changes.
• Provided direct customer support/ coordination for customer’s Domain related issues. Providing over the phone technical assistance and setup recommendations.