Tier 2 Tech Support Resume Colorado Springs, Co - Hire IT People

SUMMARY:

A bilingual (English/Spanish) speaking and experienced professional working in customer service and support within a tier 2 technical help desk role.
Excellent problem solving and trouble shooting skills, experienced in working with Microsoft operating systems, Cisco routers and call center network environments.
Possesses interpersonal skills necessary to train others in computer systems and programs and a strong aptitude in OS installation and repairs, spy ware/ virus removal, hardware/equipment upgrades and general system troubleshooting.

PROFESSIONAL EXPERIENCE:

Confidential, Colorado Springs, Co

Tier 2 Tech Support

Responsibilities:

Supported call center environment with advanced technical support issues.
Also provided billing and sales support.
Troubleshot all transferred and advanced internet, cable TV and VOIP phone issues for Confidential .
Used ICOMS to track and update equipment in a Windows 7 environment .

Confidential, Charlotte, NC

Technical Consultant

Responsibilities:

Assisted in the development and maintenance of LAN and PAN for an internet based company in Waxhaw, NC.
Successfully transitioned and migrated Microsoft Operating Systems within a multi user network environment (Windows 2000, XP and 7).
Secured networks using both NAT and SPI hardware and software firewalls, and commercial grade anti - virus and intrusion technologies.
Deployed a Cisco VoIP phone system as well as configured, installed and troubleshot Cisco routers and switches as needed.

Confidential, Charlotte, NC

Help Desk Analyst

Responsibilities:

Confidential, Charlotte, NC

VOIP Tier 2 Technician

Responsibilities:

Assisted both English and Spanish speaking customers in a call center environment.
January of 2009 was promoted to Tier 2 agent taking and receiving troubleshooting calls involving VOIP
Analyzed incoming and outgoing data, diagnosed and corrected connection problems and improved Quality of Service for digital phone and videophone customers.