SUMMARY:

• Results - oriented and dedicated Information Technology and Tech Support Technician with over five years of experience and an exceptionally strong track record of success diagnosing and resolving computer issues.
• Analytical, strategic thinker who excels at assessing situations, diagnosing problems, and implementing creative solutions to address even the most complex problems to boost efficiency and productivity.
• Natural leader and friendly team player with excellent communication and interpersonal skills to easily build strong working relationships.

CORE COMPETENCIES/SKILLS:

• Thorough knowledge of personal computer hardware and software, local and wide-area network systems, computer application programs, operating systems, and computer networking operation.
• Proficient in Microsoft Office Suite.
• Adept at reading and interpreting a wide variety of technical data.
• Detail-oriented with outstanding organizational, time-management, and workflow-prioritization abilities.
• Ambitious, hard-working and self-motivated.
• Active directory; citrix; Point of sale applications: Microsoft email exchange ; TCP/IP knowledge; window vista,7,8 OS; Mac OS, First call resolution ; Networking skills (LAN/WAN)

PROFESSIONAL EXPERIENCE:

Fios Trainer

Confidential, Dallas, TX

Responsibilities:

• Trains employees regarding contact center policies and procedures, basic job skills and client-contract specific requirements.
• Delivers new hire and refresher training which includes classroom and on the floor training.
• Conducts various training sessions to meet client needs (e.g. on-the-job, customer service, systems enhancements, sales techniques, refresher, technical, retention programs, policy and procedures changes, etc.).
• Updates training materials per client requests and contract requirements.
• Participates in needs-analysis studies to help determine training needs within the organization.
• Reports on progress of employees under guidance during training periods.
• Assesses trainees to measure progress and to evaluate effectiveness of training materials and program.
• Assists with the development and delivery of communication tools needed for the operation.
• Participates in the administration and implementation of training programs.
• Revises and/or recommends revisions to the training curriculum and suggests improvement to the process.
• Directly responsible for all supervisory duties for employee trainees.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Global Internal Help Desk &Trainer

Confidential, Dallas, TX

Responsibilities:

• Reflowing any order stuck in a “wait” step (when all provisioning is complete).
• Set Top Box ( Confidential ) activation/upsell troubles after normal trobleshooting steps have be exhausted by Agents and their level 2 support.
• Slow Internet Speed and IP issues.
• Moca (Multimedia Over Coax) and Non Moca port changes.
• PPPOE, DHCP and Cross Connect issues on the Network.
• Non subscribed issues and on subscribed channels all all STBs.
• SIP (Session Initiated Protocol) issues causing “NO Dial Tone” NDT or Can Not Connect (CCON).
• Helping with (Terms Of Service) TOS and training agents new tools and added services like the new “IP FIOS TV” just to name few.

Network Technician

Confidential, Dallas, TX

Responsibilities:

• Researching order status
• Troubleshooting outside plant facility issues, such as missing ports or bad assignments
• Manually activating the ONT
• Investigating and resolving ONT provisioning issues
• Verifying and correcting cross-connect provisioning, investigating network equipment provisioning, such as the class 5 switch and gateway router
• Troubleshooting and replacing the ONT
• Correcting records issues
• Upon activation of the ONT, the FT may need assistance:
• Resolving NDT/CBC/CCO/CCLD/TRAN issues
• Resolving internet connectivity or slow throughput issues
• Resolving Confidential activation, missing content, and other video issues

HelpDesk Analyst

Confidential, Dallas, TX

Responsibilities:

• Performs general maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
• Performs basic computer hardware and software installations.
• Uses ticketing software to manage incoming requests for assistance.
• Troubleshoots general problems under direction of a higher level of support.
• Escalates problems and issues to a higher level of support. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
• Investigates system problems and provides solutions using specific product knowledge, system utilities, and operating environment.
• Processes timely and accurate information to ensure compliance with warranty requirements of vendors.
• Follows established process and procedures to plan, install, test, and implement computer system hardware or software technologies.
• Represents Confidential in a professional and businesslike manner and communicates effectively with customers and associates.
• May interact with customer responding to technical questions or request for information.
• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.

Team lead/L2 (Internal Help Desk) Mentor

Confidential, Dallas, TX

Responsibilities:

• Provide Helpdesk support for networking, software and hardware issues for Confidential FiOS residential and business client
• Monitors and coaches Technical Support Representatives and Agents regarding client specific procedures and requirements.
• Answers questions from Technical Support Representatives and Agents.
• Leads customers, or Technical Support Representatives and Agents, through process of fixing client-specific software and hardware problems.
• Provides support to Technical Support Representatives and Agents by taking first and second level escalation calls.
• Participates in quality calibration sessions to correctly conduct quality evaluations of Technical Support Representatives and Agents calls and provide feedback.
• Responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner.
• Leads customers through process of fixing their software and hardware problems and capture customers issues and related information in the proper database.
• Uses client specific reference materials and customer service skills.
• Provide support to other internal department to ensure clients issues are resolved and handle escalated calls (3rd level/Supervisor call)
• Team lead support assisting agents on long calls with troubles that they are not knowledgeable about coaching agents on how to improve their First Ticket Resulution (FTR), After Call Survey (ACS), Quality, and Call Handle Time.
• Help walk the follow to answer questions from agents and with new hires in Training Bay and reset passwords for agents

Technical Support Agent

Confidential, Dallas, TX

Responsibilities:

• Troubleshoot phone issues.
• Provide support to end users relating to hardware and software, computer applications, LAN/WAN components and peripherals(setting up wireless networks, Static IP address, and assist in setting up port forwarding).
• Walk clients through setting up emails on Confidential website and in third party email clients (outlook and mac mail)
• Walk clients through setting up and connecting wireless networks on all wireless devices.
• Walk clients through connecting and troubleshooting Settop Boxes(Cable Boxes) issues
• Educated clients on how to work Confidential equipment and software.
• Setup and trouble shoot email client on different OS including tablets, cell phones and Ipads.
• Dispatch out for customers inside wiring issues.
• Escalate trouble to the appropriate department if issue is not resolved