TECHNICAL SKILLS:

Manager Skills:

• Microsoft Office
• Microsoft Visio
• Help Desk Support
• Analytical
• Project Management
• Monitor Performance
• Microsoft XP
• Typing
• Supervisor
• IP and Subnet Address Schemes
• Customer Service
• Performance Evaluations
• Microsoft Outlook
• Data Entry
• Scheduling
• Cisco Switch Configuration
• Multi - tasking
• Training/Mentor
• Microsoft Project
• Leadership
• Microsoft Vista
• Minimal Supervision
• Cisco Router Configuration
• Attention to Detail
• Microsoft Server 2003
• Microsoft Server 2008
• Microsoft SQL Server 2008
• Microsoft Vista
• Windows 7
• Linux Operating System
• Packet Capture Software
• Packet Analyzer Software
• System Scanning Software
• Forensic Analysis Software
• Citrix/ZenApp Server

PROFESSIONAL EXPERIENCE:

Confidential

Customer Support Engineer

• Performed day to day Break Fix activities for all covered Confidential products.
• Assisted in installation of Confidential products such as Isilon, VMAX, Atmos, etc.
• Troubleshooting Confidential products including SAN storage switches and storage products.
• Assisted in optimizing local geo-located customers to ensure faster and more efficient daily delivery of service.
• Trained three new employees out of corporate training (mentoring) to ensure accuracy of their service delivery.
• Maintained monthly and quarterly metrics in accordance with company policies.
• Achieved highest jobs per eight hour shift in one quarter for my assigned region.
• Achieved highest and most CSAT surveys completed for assigned district in one quarter.
• Worked in a team based environment with little to no manager involvement necessary.
• Balanced workload daily within the assigned district team.
• Maintained customer relationships to ensure highest satisfactory delivery of service.
• Maintained and Troubleshooting remote support for Confidential products including ESRS gateway.

Confidential

Application Specialist

• Worked Temp position from May 2011 - July 2011 via Express Staffing before being hired on.
• Performed data entry tasks for affiliated clients.
• Managed mobility accounts for two separate wireless providers.
• Provided technical support for mobile devices including smart phones, iPads, and Blackberry devices.
• Setup new users for domain and application use.
• Provided end user desktop support for applications, software, and programs over the phone and in physical presence.
• Supported SQL databases with script writing and execution.
• Worked both independently and in conjunction with vendors to resolve technical issues for application and hardware issues.
• Supported CISCO Switch configuration changes, both VLAN and VOIP configurations.
• Implemented security controls for supported applications.
• Assisted in managing IIS services for web based applications.
• Worked with CISCO CME for VOIP configurations.
• Developed training and support documents outlining daily and special tasks for others to carry out similar tasks.
• Assisted in administering Citrix Server and rights management.

Confidential, Erlanger, KY

Team Leader

• Supervised up to 18 agents.
• Monitored agents’ performance on a weekly basis ensuring that goals and proper customer service was maintained.
• Mentored employees that were not meeting expectations of the project and company on ways to improve.
• Monitored financial reports of my team, ensuring agents remained productive.
• Coached agents on performance weekly.
• Mentored new Team Leader’s on ways to perform their position.
• Handled special projects as assigned by superiors.
• Adopted new techniques and protocols in an ever changing environment.

Confidential

Technical Support

• Trained 20 agents on the policies and procedures of the U-verse project while serving as a Program Ready Trainer.
• Coached for two separate training classes during the transition period.
• Received incoming telephone calls from members with issues regarding internet and television service connection issues.
• Performed documentation of member interaction.
• Responsible for answering customer questions and providing a fast reliable solution.
• Prioritize and multitask using several network test tools such as:
• A historical line test that told me past information of possible line errors and causes.
• A real-time test that told me current line information in a customer’s home.
• Access to a customer’s router to enhance their service by reconfiguring certain settings.
• Recorded and tracked customer interaction by making cases and keeping detailed notes.

Confidential, Burlington, KY

Data Entry Clerk

• Received email and phone calls for truck load entry into central data system.
• Entered an average of 150 loads per day.
• Responsible for handling incoming calls and routing them to the correct associate.
• Trained 1 employee on day to day operations and reporting procedures.

Confidential, Cincinnati, OH

Courier

• Third party contractor self employed driver for various cargo companies.
• Responsible for accurate documentation of work performed.
• Responsible for safe transportation of cargo.
• Trained 2 new hire employees on delivery and pick-up routes and proper documentation.

Confidential, Crestview Hills, KY

Server

• Placed customer orders and ensured accuracy and prompt delivery.
• Trained 5 servers on processes, procedures, and computer ordering system.

Confidential

Aircraft Maintenance Administration Clerk

• Supervised for 3 night shift Marines.
• Scheduled work hours for shift.
• Assigned daily and weekly projects for employees to complete.
• Trained 5 Marines on the policies and procedures followed by military codes.
• Daily and monthly reporting procedures.
• Maintaining logbook entries.
• Refresher training.
• Policy change training.
• Responsible for 14 aircraft logbooks and ensuring accurate entries.
• Responsible for end of the month, end of the quarter, and on demand reporting of aircraft issues.
• Setup office network when deploying to different locations.