Technical Support Agent Resume Profile
MD
PROFESSIONAL EXPERIENCE Confidential. office of law firm that assists clients with Social Security disability appeals. Sort, open, and scan incoming mail. Maintain office computers and networked equipment. Confidential Customer/Technical Support Agent, Worked with customers to troubleshoot problems with voice over IP and hosted PBX service. Used SIP-tracing tool to identify and report network problems and application bugs. Participated in testing of software upgrades. Confidential TAC Technician, Tier II, Worked with customers to troubleshoot and resolve TCP/IP connectivity problems. Performed cooperative testing to identify line problems, and reported them to local telephone companies. Drove the resolution of escalated trouble tickets. Configured SDSL routers. Assisted in identifying possible network abuse. Confidential Courtroom Clerk, Managed operations of an assigned courtroom each day, under the direction of the judge. Completed paperwork for judge's signature. Updated docket entries and maintained accountability for prisoners. Assisted in jury selection and administered oaths to witnesses. Updated cases in court computer system. Confidential Migration Technical Assistant Assisted in the migration of several thousand CAIS/Ardent digital subscriber lines to Network Access Solutions' network by troubleshooting problems and making recommendations to improve migration process. Confidential Network Operations Center Technician, Technical Support Technician, Customer Service Representative Communicated with customers by telephone and e-mail to troubleshoot and resolve Internet connectivity and e-mail issues. Reported line problems to DSL providers. Handled escalation of SMTP/POP e-mail trouble tickets identified and informed management of an e-mail problem affecting multiple customers, resulting in its successful resolution. Received CAIS Internet Technical Service Award for superior job performance.
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