Technical Support Atlanta, GA

EDUCATION

Masters of Information Technology
Bachelor of Electrical Engineering

TECHNICAL SKILLS

Telecommunication Software/Tools
SOEG, LMOS, TIRKS, CATENA, WFA, TRS, TRAMS, CLARIFY, TITAN, TBS, FACS, REACT, BOCRIS, COSMOS, LFACS, NAVISCORE, MOBI, IFTL, DFTL, REMEDY, Live Chat, Sales Force.

Telecommunication Network
ATM, Frame Relay, CDS, ADSL, CDMA, IDEN

Software
Photoshop, Dreamweaver, HTML, CSS, PowerPoint, OsCommerce, Word Press

EXPERIENCE

Confidential, Atlanta, GA
AT & T Teleprescence network
Technical Support (07/20-date)

AT & T Connect internet based conferencing software support in a call center help desk environment via phone, email, and chat
Troubleshoot issues with the software, assistance client's in setting up web conference's and making sure that their system is setup to properly run the software
Use of sales force ticketing system to document issues with connection to the AT & T connect application
Fault isolation skills to get connectivity issues resolved on the network
Use of ticketing system to review information and input updates.

Confidential, Atlanta, GA
Freelance
Web, Computer & User Support (04/08-7/12)

Online Instructor teaching computer and web applications
Setup email client and troubleshooting Microsoft Outlook and Outlook Express email issues
Help desk support for various clients like Apple.com. Wall Mart and Telecommunication companies
Domain name server setup and configuration of hosting plans with hostgator.com

Confidential, Atlanta, GA
Access Service Assurance Department
NOC Technician (08/07-04/08)

Maintained CDMA & IDEN network and provide physical layer service assurance for final clearance & closure
Diagnosed, isolated and resolved local exchange carrier's initiated tickets to clear the CDMA, IDEN network within 4 hours
Fault isolation & troubleshooted using TBS & FACTS the CDMA & IDEN database to interpret circuit layouts to get T1 line up

Confidential, Tucker, GA
Digital Services & Data Customer Support Center Department
NOC Support (06/99-11/06)

Troubleshooted no sync, Sync no surf, slow speed & intermittent sync ADSL problems
Resolved missing ADSL assignments, missing cable pairs, finding DSLAM (Digital Subscriber Line Access Multiplexer) port information from Cosmos the assignment layout & more
Performed test and turn-up with of fractional T1\'s, Fractional T1's, DS1\'s, DS3\'s, OC3\'s, OC12's, & OC48 circuits for ATM, Frame relay & CDS networks
Interpreted circuit design layout to trouble shoot the ATM, Frame relay & CDS networks

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