SUMMARY:

• Excellent foundational knowledge of Windows Server and Windows 7 in a standalone and domain environment.
• Cisco hardware and IOS.
• 10+ years of customer service, technical support, troubleshooting and software support.
• Proven to be able to function in a group as well as individually.
• Recognized by previous employers for customer service and problem solving skills.

TECHNICAL COMPETENCIES:

• Installing, configuring, managing, and maintaining hardware.
• Windows Sever 2008 R2 and Windows 7 configuration.
• TCP/IP suite with an emphasis in subnetting and DHCP.
• Name Resolution in a domain and standalone environment; Emphasis DNS (FQDN) and WINS (NetBIOS).
• Active Directory structure and services; Objects and creation; Domain controllers; Trusts.
• Active Directory Group Policy; GPOs - settings, linking, and testing.
• Remote Tools; RRAS; VPN connections using tunneling protocols; RDC and port management.
• Fundamentals of installing, configuring and implementing security on Cisco 2960 and 3550 switches and Cisco 2811 routers with the 12.4 IOS.
• Professional IT Project Experience (virtualized and non-virtualized
• Designed a physical and logical Windows Server 2008 R2 domain structure for a new corporation.
• Created objects using an executable file and command prompt.
• Used transitive trusts to establish resource sharing from file servers and group nesting schemes.
• Planned an efficient IP scheme using static and dynamic IPv4 addressing.
• Implemented DHCP with fault tolerance using split scopes and relay agent.
• Configured a FQDN and NetBIOS name resolution strategy using DNS and WINS.
• Utilized zones, forwarding, and delegation to create an efficient DNS configuration.
• Produced a Group Policy scheme using GPOs that allows for efficient user and computer management.
• Applied RAS to the structure to provide for VPN connections using PPTP and L2TP/IPSec.
• Configured RDC using specific ports for remote server management.
• Communicated and presented project results in a professional environment.
• Soft Skills Training:
• Business Communications for the IT Professional: Customer Service, Conflict Resolution, Problem Solving, Teamwork,

TECHNICAL SKILLS:

Windows Server 2008 R2 - planning, deploying, configuring and maintaining AD infrastructure, environment and objects, Client computer support and domain integration, TCP/IP, DHCP, WINS, RRAS, IPSEC, Computer Troubleshooting, Cabling, Cisco 2811 router, Cisco 2960 and 3550 switches, basics in Cisco IOS 12.4, RIPv2, EIGRP, OSPF, network tools including Wireshark, and network cabling, Microsoft office, excel, power point, word, JAVA SCRIPT, HTML, (technical support systems) RAMP, SEIBEL, LOS, ORBITS, ICOMS, Clarify, DNA, Servicenow, Incident Management, SharePoint, Symantec Encryption site (PGP), RSA, Avaya phone system, Nortel phones system, Comet tracker, Active Directory, Outlook, BomGar (remote assistant), Cisco jabber, AKENI messenger, oracle instant service chat, Sharepoint

PROFESSIONAL EXPERIENCE:

Confidential, Kansas City, MO

Tier 2 CSC Helpdesk

Responsibilities:

• Provide technical support to internal employees and tax office personal by telephone, email and remote assistance
• Analyze and troubleshoot software in different work systems on internal desktops and field laptops, cell phones, RSA Tokens
• Troubleshoot and update internal software, outlook, different messengers and cisco any connect(VPN)
• Troubleshoot outlook, Avaya and Nortel phone systems and issues
• Respond to queries pertinent to package details, e-commerce solutions, email configurations and search engine submission packages
• Create help desk documentation with step by step instructions on problem resolving techniques
• Troubleshoot hardware and dispatch technicians utilizing Clarify and Dovetail to create external tickets to dispatch field technicians
• ServiceNow to notate and create and escalate internal tickets
• Cross trained in dispatch, updating and multiple systems - completing and assisting with tickets in system
• Incident Management reporting utilizing CareMC

Confidential, Lawrence, KS

Advance Resolution Center Specialist

Responsibilities:

• Trained in Marketplace technical site issues, Tier II, escalations, and problem solving by being a go between HMS and Confidential and beneficiaries.
• Trained in Medicare consumer support and benefits explanation
• Customer service

Confidential, Kansas City, MO

Owner

Responsibilities:

• Used vehicle purchasing and sales
• Contract paperwork
• Purchasing vehicles
• Employee management
• Structure customer finance for in-house financing and through finance company
• Manage payroll, sales reporting and adhering to state qualifications

Confidential, Lees Summit, MO

Inspector

Responsibilities:

• Inbound/Outbound call taking.
• Opened and completed orders for life insurance.
• Customer service
• Complete insurance forms and medical/financial questionnaire for applicants

Confidential, Olathe, KS

Software Support Specialist

Responsibilities:

• Provided technical customer support for Confidential ’s consumer software applications and PC-enabled GPS products.
• Provided support for Confidential ’s Confidential and serial devices, installing and troubleshooting Confidential drivers and serial connectivity, including unit software updates.
• Supported the installation, use and update processes of software applications such as MapSource, Training Center, nRoute, WebUpdater, MarineUpdater, gStart, and Flight Book.

Confidential, Lenexa, KS

Provisioner

Responsibilities:

• Ported telephone numbers from different Confidential and Confidential to the Confidential network.
• Opened and completed trouble tickets for any information that was incorrect didn’ Confidential load.
• Interacted with different Confidential and Confidential representatives to solve issues and correct accounts.
• Worked within a number of different systems to contact different companies and lookup customer information

Confidential, Kansas City, MO

Technical Support Specialist/ Customer Service Representative

Responsibilities:

• Provided help desk support to the external client network, troubleshooting equipment with different systems and software.
• Assisted dispatched technicians by performing troubleshooting activities and testing systems to ensure service is repaired properly.
• Advised customers of products and services that were available and set up orders in the system.
• Assisted customers with issues concerning billing, general account information and placing orders.
• Sent out equipment and dispatched technicians when needed.

Confidential, Kansas City, MO

Technical Representative/Escalation Specialist

Responsibilities:

• Worked with technicians Confidential the Confidential (a network device).
• Worked with technicians to troubleshoot from Confidential the CO and Confidential (Centrally located phone box or customer personal box)
• Assisted customers with setting up Confidential on home computers, networking, and other aspects of Confidential service.
• Provided technical support to correct problems with Confidential service, and email issues.
• Worked with technicians setting up service Confidential customers premise to resolve issues.
• Worked on the DMS100 and Digital Subscriber Loop where Fiber to the Curb equipment was involved.
• Handled escalated calls from Tier 1technicians unable to resolve customer issues.
• Managed inbound and outbound calls to open and close trouble tickets with both telephone and Confidential services