TECHNICAL SUPPORT Resume

PROFESSIONAL OBJECTIVE:

Excelling in the field of Computers and Network support to a level that ensures complete functionality for all associates/customers in order to promote a successful environment and job-security.

EDUCATION:

Electronics Engineering Technology Candidate. (Towards BS degree)

SUMMARY OF QUALIFICATIONS:

Installation, Setup and/or Support Training and Duties performed:

Windows Operating Systems, Desktop/laptop hardware
Computer-Room wiring, 36 and 32b Rack-Mount Devices
IP Managed Routers/VPN Switches & Client Software
DSL, T1 & T3 Circuit Testing

PROFESSIONAL EXPERIENCE:

March 2000 - November 2011
Confidential

February 2005 - November 2011
MANAGED CUSTOMER SERVICES AFFILIATE ENGINEER
Responsible for the job functions of the previous two positions below with more
emphasis on DSL/VPN product support and testing DS0-T3 circuits. Additional tasks including monthly achievement reports and ISO 9000/9001 training became standard. Fielded incoming phone-calls from customers and vendors to provide status, updates, escalations, perform testing or simply transfer to requested party. Prioritized work-load for high-profile issues/customers and made leads assist if higher-level outage was discovered.

February 2004 - February 2005
REMOTE ACCESS OPERATIONS TECH II
Combining Transactions/POS product lines, dial-up/POP phone number support
and NOC functions including previous position's job duties allowed end-to-end product support and monitoring. Gathered initial statistics from all related hardware to successfully hand-off to advanced groups/vendors for resolution. Performed circuit testing by accessing the following devices: DXCs, gateway routers, strata-com switches, managed customer-premise equipment and engaged the LEC when necessary. Completed change-requests for filters, access-lists, branch office tunnels, backups of user databases and identity discoveries for security reasons were routine.

March 2000 - January 2004
TECHNICAL SUPPORT IP/VPN TECH I/II
Provided First and Second level support for IP and VPN Remote Access/Dedicated
Managed Products for customer's Help-Desks and their second-levels. Performed advanced trouble-shooting with the customer by accessing Cisco/Lucent routers and Cisco/Nortel VPN switches. Supported remote-access proprietary software and databases including on-hands training for the customer's administrators. Involved account-managers, in-house specialty groups, vendors and experienced peers in a timely fashion to assure expeditious resolution. Provided customer-support beyond the supported solution to promote customer loyalty. Awareness of customer-specific procedures was crucial. Received and assisted with on-the-job training while maintaining an above average work load was expected. Ability to perform with minimal escalations to supervisors was a must.

January 1993 - April 1999
COMPUSERVE INTERACTIVE SERVICES / AOL

November 1997 - April 1999
SYSTEMS INTEGRATION SPECIALIST
Supported all hardware and base software on equipment spanning three data centers
housing 32 and 36 bit servers, LAN/WAN equipment and disaster-recovery devices. Responsible for NOES orders that scheduled and tracked all x.25/EA node installs, upgrades, topology changes and maintained all parts requests. Utilized several programs simultaneously that scheduled new equipment installs, hardware repairs, upgrades, rebuilds and de-installations; supplied frequent and detailed updates/fix -actions including cross-references between the different ticket-tracking systems.

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