TECHNICAL SKILLS:

Information Technology: Visual Basic Programming Windows 9x/ME/NT/2000/NT/XP/Vista/ Window 10 OS X for Mac computers: DOS TCP/IP Ethernet PC & Network troubleshooting and repair

Migration and restoring data: Assemble PC s to the component level Install and configure software LAN/WAN IP Addressing Subnet Masking Microsoft Word, Excel, PowerPoint, Outlook

Business: Over twenty years of customer service experience Knowledgeable of POS (Point Of Sales) Call Center experience Processing New Credit Lines

Electronics: AC/DC Electronics Construct integrated circuits Oscilloscopes, digital multimeters, wave form generators Troubleshoot, diagnose and repair electronics Resistors Capacitors Diodes Dip Switches Transistors Bread Boards PLC & Ladder Logic

WORK EXPERIENCE:

Confidential, Norwood, OH

Technical Support Analyst

Responsibilities:

• Telephony Technician assisting Kroger stores, warehouses, and call center with daily technical issues with data and communication services for VOIP telephony systems.
• Trouble shooting and ticketing issue to Tier 2, and 3 with company ticketing system for issues with routers and switches that provide voice and data communication for customer locations.
• Assisting Kroger facilities with understanding how to manage software for phones for call forwarding, auto attendant, hunt groups, voice mail set up, holiday and weekend scheduling, also how to use the Dashboard to manage call routes, and viewing call logs for call centers.

Confidential, Norwood, OH

Client Technical Analyst, IPNS

Responsibilities:

• Provides primary support to customers encountering problems using CDK’s Voip products. Responding and reaching
• Out to customers inquiries via telephone, emails, chat sessions and doucumenting to create case for customer locations.
• Trouble shooting and escalating issue to Tier 2 with company ticketing system for issues with Sisco routers and
• Switches that provide voice and data communication for customer locations.
• Assisting customer with understanding how to manage software for BroadSoft for call forwarding, auto attendant, hunt groups, voice mail set up, holiday and weekend scheduling, also how to use the Dashboard to manage call routes, and viewing call logs for call centers.
• Provides customers service and remote support services and applies problem solving skills. Applying knowledge Of CDK case resolution process, policies, and escalation methodology.

Confidential, Norwood, OH

Help Desk Technician Contactor

Responsibilities:

• Helpdesk Technician assisting Cincinnati Bell small and medium business customer with daily technical question about company Evolve services for VOIP telephony systems.
• Trouble shooting and escalating issue to Tier 2 with company ticketing system. Verifying Cincinnati Bell customer accounts assisting with resetting passwords for all Cin Bell software.
• Assisting customer with understanding how to manage software for Broadworks for call forwarding, auto attendantand hunt groups, voice mail set up, holiday and weekend scheduling, also how to use the Dashboard to manage call routes, and viewing call logs for call centers.
• Providing great customer service skills in a call center environment completing daily work task.

Confidential, Cincinnati, OH

Help Desk Technician Contactor

Responsibilities:

• Helpdesk Technician assisting Bridge Stone Tire employee with daily technical question about company software,hard ware, and mobile applications.
• Strong solid network trouble shooting skills with Mac operating system, OS X for Mac Air Book, Mac Pro Book, and iMac 21.5 inch and 27 inch, Mac Mini systems, XP and Windows 7 operating systems.
• Migrated data, along with adding temp Admin rights, using remote access to install and remove software applications to mobile device, Laptops, and Desktops.
• Administrator to set up LAN and WAN for Macs, XP and Windows7 system.
• Providing great customer service skills in a call center environment completing daily work task.

Confidential, Cincinnati, OH

Installation Technician Contractor

Responsibilities:

• Strong solid network trouble shooting skills with Mac operating system, OS X for Mac Air Book, Mac Pro Book, and iMac 21.5 inch and 27 inch, Mac Mini systems. XP and Windows 7 operating systems.
• Migrated data adding Admin rights using fire wire cables and Ethernet cables for Mac products. Restoring data adding Admin rights from Confidential IS server, applying applications and software to all New Warranty equipment.
• Administrator to set up LAN and WAN for Macs, XP and Windows7 system in the Confidential network.
• Inclined toward great customer service, a willing participant, Refresh team trouble shooter for Hardware, Software, and Applications from IS utilities.

Confidential, Cincinnati, OH

Help Desk Technician Contactor

Responsibilities:

• Assisting end user in UC Health Business Center call center escalating issues for Epic, and Lastword.
• BMC Service Desk Request creating incidents and storing them into the correct support group.
• Resetting passwords in Confidential Active Directory for Lastword, AccessAnyware, Riteknowledge, Chartmaxx, ActiveStaffer, and Epic.
• Using Remote access installing driver for hardware such as printers, scanners along with adding applications.
• Escalating issues for Epic to the correct support groups, also assisting UC Confidential ts on how to activate and navigate

Confidential, Cincinnati, OH

Installation Technician Contractor

Responsibilities:

• Strong solid network trouble shooting skills with Mac operating system OS X for Mac Air Book, Mac Pro Book, and iMac 21.5 inch and 27 inch. XP and Windows 7 operating systems.
• Migrated data using fire wire and Ethernet cables from out date warranty PC, Laptops, and Mac system to new machines with three year warranty.
• Knowledge in multiple operating systems Windows 98, 2000, XP, Vista, Windows 7, and OS X.
• Set up LAN and wireless internet for Macs, XP and Windows7 system in the Confidential network. Installing driver for hardware, Applications, and Software for End Users daily duties.
• Customer service oriented, and a team player, making great short term and long term decisions without slowing

Confidential, Cincinnati, OH

Shoe Sales Clerk

Responsibilities:

• Strong interpersonal, organizational, and communication skills.
• Sell merchandise through effective customer service techniques and professional selling skills to reach personal productivity goals.
• Develop and implement business driving events to achieve department goals.