Product Support Tier 2 Resume

SUMMARY:

I am an experienced Network Operations Technician seeking a career in a Desktop Support position.
I feel my experience as a help desk technician and network operations technician will be great assets for a long - term career in this field and allow me to be a strong contributor to your company.
I am experienced troubleshooting desktops, internet related troubles, and general network administration.
I am excellent at multitasking, learn quickly, and adapt well to various situations.
I enjoy learning new skills to tackle challenges.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential,NC

Product Support Tier 2

Responsibilities:

Confidential,NC

Business Technical Support

Responsibilities:

I was tasked with the project creating the Business Technical Support department by my Director in 2013. This involved deciding the responsibilities, work flow, team, and training.
Provided support for Businesses in High Point, Thomasville, Greensboro, Winston Salem, and Kernersville such as City of High Point, Ralph Lauren Polo, Old Dominion, Thomas Built Busses, Phillips Collection, AT&T, Verizon, and more
I Would take between 60 to 80 calls a day
Continued support for residential users
Support internet connections over the phone
Support Meraki Wireless AP's
Configure Adtran, CISCO, and basic routers remotely
PBX/VOIP remote support
IPTV Continuity Support
Support desktop hardware issues over the phone
Support Operating System related troubles remotely
Support Printer connections over the phone
Support for Outlook, Mac mail, and webmail
Manage customer accounts via CHR Solutions, Omnia, and Oasis Software
ISP LAN/WAN support via NetHorizons and Calix software

Confidential, NC

Network Operations Technician

Responsibilities:

Continued Residential and Business support
Handled between 20-30 ticket escalations from the Product Support and Business Support departments
I would take up to 30 calls a day
Provide support for a network of over 50,000 users
Monitored the network using Solarwinds and NetOmnia bandwidth and protocol software
Respond to DDOS attacks
Monitor for and respond to Toll Fraud issues
1st response to outage situations
1st response for network hardware failure
Work with vendors for connection hand-off support
Provided remote support for Field Technicians for fiber installation