SKILLS/ABILITIES

• Microsoft server systems Windows Server 2003 Active directory
• Good understanding of network architecture and protocols
• TCP/IP DNS WINS DHCP SMTP Active Directory
• Microsoft desktop systems Windows 2000/XP/Vista/Windows 7 Office 2003/2007/2010
• Symantec Avast product lines Backup Exec Antivirus Enterprise
• Remote access solutions VPN Dial-up Terminal Services
• Recommend install configure and troubleshoot network firewalls from multiple vendors and have knowledge of VPNs.
• Excellent communication and documentation skills
• Install and configure upgrades operating systems and software using standard business and administrative packages.
• Installing assembling and configuring computers monitors network infrastructure and peripherals such as printers scanners and related hardware pulling cables and rewiring or directing the rewiring of cables as required for new installations and office reconfiguration.
• Troubleshooting problems with computer systems including troubleshooting hardware and software e-mail network and peripheral equipment problems
• Troubleshooting printers and other peripheral devices.
• Designing WAN and LAN networks and implementing solutions on a client by client basis
• Cisco Networking CLI and GUI experience as well as telnet
• Experience with remote access and Point of Sale equipment trouble shooting
• Inbound Call center experience
• Experience remotely troubleshooting training of customers on software/hardware and installing software/hardware including but not limited to and setting up workstations and related peripherals
• Data security for high level clientele and Microsoft Refurbishing for resale
• Provide network administration to include LAN troubleshooting and resolution.
• Function well in a team environment while being self-motivated to work effectively without supervision.
• Effective communicator with strong leadership abilities and demonstrate troubleshooting skills with demand for expedient and high quality customer service.
• Demonstrated skills in creating training and documenting efficient process to improve performance to meet SLAs
• Working efficiently individually and in a team environment

Work Experience

Confidential

Representative

Task Performed included maintain IT cost effectiveness and network monitoring. VPN connectivity from Multiple franchised locations Support to plan and execute LAN VLAN Management and WAN management activity. Execute backup strategy in case of network servers and WAN equipment Aswell as the selling and or advertising a full line of Accessories and Lift kits for both trucks and cars. Other duties as assigned included but not limited to Brakes Custom Exhaust Auto Repair transmissions transfer cases gears axles fuel pumps water pumps tune-ups and engine diagnostic work

Confidential

Cisco Engineer- Inside Sales Representative

Task Preformed include being responsible for computer parts lookup building PC and server configurations using configuration tools and creating customer quotes. A great understanding of computer systems network configuration switches routers and related I.T. components and software was required. As well as understanding the needs and expectations of customers and the willingness to build loyal relationships with accounts such as the State of Ohio and other government agencies.

Confidential

Tier 3 Technician/Supervisor

• Member of front-line business-centric international support team. As part of supporting a wide range of standard desktop and web-based applications with a focus on specialty tools of the legal profession skills routinely used include most areas of desktop and laptop support and troubleshooting Windows and MS Office support SMS and other remote access tools BlackBerry support VPN deployment and troubleshooting Citrix support and computer security. Including imaging laptops for Hardware Refresh Project. Re boxing and sending them out to end users. Quality controlled environment Full operating system image along with drive encryption.
• Also assigned task included working on the Instant Issue Project involving taking inbound calls from field techs installing Datacard Printers similar to the SD360models. Interfacing with Datacard to receive activation codes and solve on site issues. Soft programming of machines using graphical user interfaces as well as command line interface keeping track of all progress in two separate ticketing systems as well as follow ups with Branch managers to test resolution of installs.

Confidential

Installation Manager for POS Terminals and equipment

Tasks performed included the install Point of Sale POS systems configuring terminals and work stations with network/software settings. Task also included working with DSL/Cable internet connections and wireless connections to security. Installing digital video recorders with network/software settings. Upon completion of installation the position required training of managers and staff on site and troubleshooting on site heavy customer service emphasis.

Confidential

Level 3 Verizon Fios Technician

Receive inbound calls. Fact-finding and troubleshooting. Wired and wireless computer connectivity router and computer configuration. Troubleshoot telephone and VoIP issues. Video troubleshooting and configuration verify cabling for all systems. Troubleshoot some customer provided equipment systems and configuration advice. Troubleshoot software and email issues. And provide customer Education on products and services. Troubleshoot DVR and multi-room DVR. Route calls. Dispatch personnel to residences and Drop ship orders of equipment to customers.

Confidential

Point of sale Technical Support Technician

• Troubleshoot diagnose and resolve POS technical issues called in from all stores.
• Ensure calls are clearly documented and properly tracked.
• Provide follow up for any unresolved call issues.
• Identify trends of incoming calls and report to Management.

Confidential

PC Specialist / Support Technician

Installed configured using imaging software maintained and troubleshot applications. Provided second level support to Technical Support Center. Produced backup software for distribution and maintenance all computers and peripherals. Ordered and distributed consumable supplies for peripherals and oversaw all computer repairs and maintenance. Maintained accurate complete and up-to-date inventory records of all computers and printers. Coordinated the logistics of technology requirements and setups during multiple office relocations.

Confidential

Internal PC Support Specialist

• Provided functional and technical support troubleshooting and diagnosing hardware and software problems including desktop laptop WAN LAN and remote systems. For 1 to 1 laptop program.
• Assisted in the installation and updating of software as well as the setup and troubleshooting of all equipment.
• Tracked and de-escalated technology computer and attached hardware systems. Expertly installed configured monitored and troubleshot PC s and related hardware on all OS platforms. Oversaw the investigation and resolution of hardware and software issues both remotely and onsite.
• Procured received documented and tracked inventory of all computer equipment and software licenses. Performed diagnostic testing on PC equipment and ensured printers were up and running at all times. Resolved Windows and Internet Explorer issues on desktop and laptop.
• Identified and removed computer viruses and provided major repairs in accordance with outside vendors. Performed wiring and daily maintenance of internal computer systems. Resolved Windows related issues Internet Explorer issues and other PC software related issues. Monitored and troubleshot LAN installed and configured routers and switches and generated weekly reports