Vnoc Support Services/helpdesk Resume
2.00/5 (Submit Your Rating)
West Chester, PA
SUMMARY:
- Extensive background in customer service/IT help - desk support, trouble-shooting phone lines, modems, digital cable receivers, IP address configurations, adding/removing features/switch testing, dispatcher, TOA agent, Customer service/ Quality assurance.
- Back ground in installation of various types of cabling to and from d-Marc location as well as punch blocks, 10, 20, 25, 50 etc. Cross-connects, terminations, routing of cables, blue-print sites, and installation/repair of various types of telecommunication equipment, internal and external switch testing both land lines and circuit id.
TECHNICAL SKILLS:
- Computers
- Microsoft Word
- Excel
- Power Point
- Access
- Ba sop
- WAFA-DO
- Boss
- WAFA-C
- Switch Testing
- Sales
- Escalations/TOA agent
- Customer Service
- IT Tech Support
- COMTRAC
- DST
- Switch
- ASCR
- TTS
- CADEM
- Manager User
- Minerva
- Orion
- VMWare
- Microsoft Exchange
PROFESSIONAL EXPERIENCE:
Confidential,West Chester, PA
VNOC Support Services/Helpdesk
Responsibilities:
- Provide high quality 1st level customer support via phone/email/ticketing systems.
- Manage audiovisual and videoconference on-site support scheduling using MS Outlook and ticketing system.
- Utilize ticketing system to create tickets and track issues that arise; coordinate with other teams to redirect tickets.
- Provide second level technical support and escalate the issue to senior team members where appropriate.
- Work with IT technicians to remotely test the videoconferencing equipment and connectivity from various global locations.
- Assists in setting up conferencing.
- TMS monitoring.
- Start case and/or ticket.
- Follow up on case and/or ticket every day until resolved.
- Coordinate workflow and dispatch service technicians.
- Act as primary client contact for service issues.
- Answer after hour and/or emergency calls in a timely manner and facilitate emergency service calls as needed.
- Facilitate all RMA’s
- Be proficient in software needed to perform duties proficiently.
- Resolve all customer service issues with management.
Confidential,Oaks, PA
Helpdesk /Switch Support Specialist
Responsibilities:
- Toning various types of cables, coax, cat 5, fiber
- Rerouting cables to different servers
- Terminating all cables
- Adding/removing cables
- Installing and removing of servers
- Maintaining all servers are active
- Rewiring server room
Confidential,King of Prussia,PA
Domain Name Systems Support Specialist
Responsibilities:
- Receive inbound calls regarding domains and email issues
- Research and investigate hosting issue and provide prompt resolution
- Contact AT&T to resolve domain and email hosting issues
- Secure and purchase new domain for customers
- Monitor email boxes to establish customer contact and promptly resolve issues
- Familiarity with multiple web browsers (Firefox, Internet explorer, etc.)
- Experience working with DNS tools, such as ping, WHOIS, Trace route
- Familiarity with DNS records, such as name servers and A records
Confidential,Wynnewood, PA
IT Help-Desk Support
Responsibilities:
- Business/residential accounts/ password resets, user logins
- Email trouble shooting/ email setup
- Establish residential/business accounts
- Digital cable receiver reset/ modem reset
- Trouble shooting all equipment issues for phone/internet/cable
- Customer service/ Quality assurance
- Transfer of services
Confidential,Horsham,PA
IT Help-Desk Support
Responsibilities:
- Business accounts/ password resets, user logins
- Email trouble shooting/ email setup
- Switch testing
- Modem con-fig
- Push/build IP/static addresses
- Disc/Restarts of accounts
- Rate code changes
- Customer service/ Quality assurance
Confidential, Lansdowne, PA
Administrator/ Customer Support/ Help-desk
Responsibilities:
- Providing customer service to both commercial/residential accounts
- Switch testing
- Trouble-shooting of phone, cable, internet
- Remote resets of all phone, cable, internet equipment
- Responsible to assign technicians to jobs
- Follow up customer/technician calls for customer satisfaction/feedback
- Takeover agent to handle irate customers
- Collections on past due accounts
- Quality control
Confidential, Frazer, PA
Cable Technician
Responsibilities:
- Installation of cat 5, coax, fiber optics, punch down blocks, jacks
- Responsible for terminating all cable
- Assuring customer satisfaction
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