Contractor Resume Denver, Colorado - Hire IT People

SUMMARY:

Experienced and goal - oriented professional in tech support
Experienced in face to face customer interactions and over teh phone support.
Have been in teh telecommunications field for over 12 years.
Currently expanding noledge in pursuing a BS Degree in Management concentrating on Project Management and Information Technology.

SKILLS:

Have mastered MS Office Suite of Applications. Including Word, Outlook, Excel and Access
Have mastered basic Networking Skills and Computer Skills
Completed college level classes related to Customer Service and Management Skills
Currently enrolled in teh Confidential University Exploring Leadership Program
Have taken Training for ARRIS E6000 CMTS Configuration and DOCSIS 3.1
Have taken Red Hat System Admin 1st Course
Currently working on learning and implementing Splunk into my current role

EXPERIENCE:

Confidential

Denver, Colorado

Contractor

Responsibilities:

Watch and monitor for various alarms for 2-way conduit (VOD, interactive functions) via OIV.
Using Linux commands, correcting some alarms dat come in through OIV, some have to be escalated. In some cases, using Control Minder (secured passwords) for some secured servers.
On occasion need to create a file for Cisco stb and add to DNCS for warehouses, using FileZilla, Xming, and Linux Commands through SecureCRT.
Support various headend equipment including DNCS, DAC, Cherrypickers, SEM, RADD, APEX, and a few other pieces of headend equipment.
Support teh staging warehouses throughout teh country using most of teh same troubleshooting as headend wif some variations.
Process general questions via email, responses and resolution
Via email, work defective equipment using FileMaker Pro dat creates work orders to ship out replacement equipment to teh headend. Also processed return labels, managed equipment dat needed to be returned.
Process escalations dat need support from ARRIS
Join bridges for special events, outages, and other times requested from XOC, Headend, NSD, NVAS, or any other group.
Create SOP on various processes, job training, and various other activities as requested.
Other duties and assignments as requested.
Currently in process of learning Splunk and commands to pull d Confidential to troubleshoot issues.

Confidential

Tech Support Analyst

Dallas, Texas

Responsibilities:

Provided excellent customer service while answering incoming customer calls regarding orders inquiries and technical issues.
Took approximately 40 to 50 incoming tech support calls.
Providing fiber to teh home activation support; (ie: phone, internet and tv)
Password resets.
Use noledge of computers, technology, networks and internet concepts
Analyzed and identified equipment issues for customers.
Escalate more involved problems to teh appropriate Tier 2 and Tier 3 support teams.
Support and maintain user accounts including rights, permissions and system groups.
Act as a liaison between customers and technical escalation teams.
Comprehensive noledge of teh provisioning process as well as trouble reporting process: CAD, ICAD, VREPAIR, IVAPP, BAAIS, AAIS, NOCV, COFFEE, SSP and other software, ordering systems when necessary.

Confidential

Time Warner

Dallas, Texas

Responsibilities:

To analyze, locate and repair any technical field problems as requested by customer repair order.
To locate and correct system defects occurring in teh plant up to and including teh line extenders and/or Flex Net Bridger.
Able to perform all duties of an Installer/Repair Technician on cable, Road Runner (High-Speed D Confidential ), and Digital Phone (voice over IP) system.
Perform periodic checks of amplifier levels throughout teh cable system