Objectives
Seeking a Technical Support / Information Technology position within an organization where intelligence, dedication, long-term commitment, desire to learn, and a passion for the occupation would be required. To obtain technical support position that will allow me to utilize my knowledge and practical skills to become a successful and professional representative.

Experience

Technical Support Supervisor/Connectech Specialist July 2008 – April 2011 
Confidential Dallas, Texas

• Phone support setting up and configuring devices for Static IP, LAN, Wired/Wireless networks, Subnets, Firewalls, File Sharing.
• Document actions taken in appropriate systems, using Remedy, CRM, and Call Tracker.
• Conduct analysis and trouble shooting via telephone for customers Voice Over IP, (FTTN/FTTP/IPDSLAM/INID) High Speed Internet and IP TV services.
• Configurations of orders(upgrade or downgrade in networking or meg profile) testing of the premise for service.
• Computer and technical gadgets troubleshooting, network connections, configurations of personal servers.
• Field testing and port bouncing of Cross box. A clear understanding of Light emission, transmission, modulation, signal processing, switching, amplification, detection and understanding of Fiber layout.
• Email

Projects within Confidential IT Technician,

• Router Configuration and Static IP Mapping. Server programming for functionality. Installing, updating, software and hardware over the phone.
• Maintaining Computer Networks. Virus and Spyware removal.
• Computer upgrades, management of handling money using program called Store Front.
• Troubleshooting multiple receiver devices of the U-Verse IP services. VOIP troubleshooting.
• Upgrading and downgrading networking profile. Testing of the premise for service. Installation and Repair. Computer Optimization.
• Facilitate in-store sales, upgrades, installations and service.
• Setting and configuring Static IP’s for LAN, Wired/Wireless networks, Subnets, Firewalls, File Sharing.
• Provide advanced technical support on operation or maintenance of personal computers and/or peripherals using documented procedures and available tools.
• Provide email support for customers assisting them to configure their emails for email client
• Communicate strategies goals to the team in a clear, accurate, and timely manner.
• Develop business plans with senior management.

Awards
Extraordinary Award 2010
Connectech 35% Club 2010

Clinic Staff Assistance December 2007 – June 2008
Confidential Dallas, Texas

• Answer patient phone calls utilizing Company’s PROS concepts.
• Documents detailed patient information onto either manual form or electronic medical system and forwards to appropriate medical personnel.
• Greets and directs patients and/or visitors to appropriate location providing information as needed.
• Confirms registration information and updates as appropriate; obtains pertinent information to complete all required forms.
• Receive payments for patients, enters payment information per standard into billing system, and provides receipt.
• Maintains patient confidentiality in accordance with university and department policy.
• Ensure adequate inventory of items necessary for day-to-day functions of clinic, such as office supplies and sample medications.
• Obtains referrals for patients.
• Assures all patients are informed of their visit status.

Technical Support Representative/Technical Support Escalations June 2005 to Aug 2007
Confidential Dallas, Texas

• Conduct analysis and troubleshooting via telephone for Verizon DSL customers.
• Supervised and graded calls on Quality and Accuracy and coached the Level 1 Technicians.
• Mentored new hires/floor walk while in training.
• Setting up routers such as (Linksys, Westel, Versalink, Netgear, Motorolla, etc.), domains, LAN, VPN.Install, configure client email programs (Outlook Express/2003/2007, Exchange, Windows Mail, Windows Live mail).
• Setting and configuring Static IP’s for LAN, Wired/Wireless networks, Subnets, Firewalls, File Sharing.
• Provide advanced technical support on operation or maintenance of personal computers and/or peripherals using documented procedures and available tools.
• Provide email support for customers assisting them to configure their emails for email clients.
• Assess training needs and implements with H.R. department.
• Provides recommendations for planning and improvement of efficient and effective operation of the Call Center in the Division.

Awards
Outstanding Customer Service Telvista 2006
Outstanding Technical Support Agent May-July 2007
Quality Listening Agent Award of Telvista 2006

Education
Confidential University , Pursuing Information Technology/Networking 
Confidential College, (Prerequisite)
Confidential School, (High School Diploma)

Skills
Connecting computers, Smart Phones and other networking Gadgets to the internet, PC troubleshooting and software maintenance, various peripheral devices, network interface cards, routing, IP sub-netting, unified messaging, VOIP, TCP/IP, DNS, DHCP, PPPOE, HTTP, email POP, SMTP, IMAP and Exchange Server
Operating Systems: Windows 98, 00, ME, NT, XP, Vista and Win 7, MAC OS 8,9 and OSX. 
Softwares: MS Office 97, 2003, 2007, Browsers: Internet Explorer, Mozilla Firefox, Netscape Navigator, Slim Browser, Opera Mini, Google Chrome, Safari(Apple), Mercury, Skyfire (Phone Browser) Microsoft Antispyware Beta, virus protections. I also have very good understanding in terms of the OSI model.