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Network / Support Technician resume

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Seattle, WA

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Summary

A multi-disciplined professional with over ten years experience, familiar with the needs of development, field and mission critical environments. Strong emphasis on problem solving, customer relations, addressing complex tasks and an aptitude for resolving unfamiliar dilemmas. Years of experience in networking, hardware troubleshooting / deployment and software testing / support.

Experience

Network / Support Technician 
Confidential, Seattle, WA (Feb. 2006 to May 2009)
Confidential is a world leader in the design, supply and operation of integrated Automated Fare Collection systems for the transit industry.

  • Implemented roll-out of a large scale mass transit fare payment system to eight regional transit authorities. Tested networking, stream lined device setup, monitored performance and maintained devices through all levels of the system architecture.
  • Managed a network of 33 Windows 2003 Servers and over 2,500 wireless 802.11g Cisco client devices spread over seven counties.
  • Performed wireless site surveys, Cisco access point installations / maintenance and Steel-belted Radius authentication server management.
  • Developed script based automation tools that decreased device roll-out time drastically while increasing accuracy by reducing the number of times a given piece of data had to be handled.
  • Authored internal and customer facing documents on the use and maintenance of system devices
  • Collaborated with overseas developers to troubleshoot bugs and development problems during testing.
  • Developed commissioning and maintenance procedures from the ground up for many of the devices in the system.

Sole Proprietor / Support Technician
Confidential, Seattle, WA (Feb. 2004 to Feb. 2006)
Local Seattle computer / networking maintenance service provider

  • Offered full range of computer services to small businesses. Handled software roll-outs, server builds, maintenance and all aspects of business.
  • Full service support of local small businesses, from network / hardware set up to device rebuilds server maintenance and software roll-outs.
  • Worked with diverse small business customers; from a prominent, multi-site art gallery to local architectural firms.
  • Negotiated pricing structures with suppliers and clients, enabling projects to be completed on time and within budget.
  • Prepared budgets, operating statements, economic explanations, and business strategies.

Help Desk / Tech Support
Confidential, WA (Jul. 2003 to Jan 2004)
(now Alltel) Previously largest mid-western Cellular service provider

  • Provided technical assistance to Cellular One customers, assisted with network access, phone and switch programming.
  • Provided final tier tech support, remotely accessing low level Telco switch centers around the country, to resolve and repair customer issues.
  • Read technical manuals, conferred with users, and conducted system diagnostics to determine nature of problems and provide technical assistance.
  • Assisted customers in a friendly and efficient manner, quickly and logically finding the source of problem, which lead to top-ranked job performance (3rd out of 63 people after only 4 months on the job).

Help Desk / Tech Support
Confidential, Redmond, WA (Dec. 1998 to Jan. 2001)
American subsidiary of Nintendo of Japan

  • Actively determined and addressed consumer needs while balancing consumer satisfaction with business objectives.
  • Handled RMA\'s, tech support, general consumer information, subscription sales, maintenance, and game play assistance.
  • Trained both new and existing personnel in company customer service protocol.
  • Proven excellent communication, interpersonal, and organizational skills.
  • Successfully pacified hostile or antagonistic callers and negotiated a mutually agreeable solution by patiently providing alternatives to reconcile the customer\'s needs with the company\'s objectives.
  • Handled large call volume while maintaining accuracy, efficiency, and a positive, friendly attitude.

Software Tester
Confidential, Redmond, WA (Sep. 1998 to Dec. 1998)
American subsidiary of Nintendo of Japan

  • Analyzed and tested video games and systems to identify errors and ensure compliance to standards.
  • Consulted with staff and users to identify operating problems.
  • Wrote documentation to describe and correct game play errors.
  • Identified logic errors with game flow.
Education
  • A.A. Degree
  • In progress towards Bachelor’s of Computer Science

Skills

  • Microsoft Server 2003+
  • Microsoft Exchange Server
  • Microsoft Office
  • Microsoft Visio network mapping
  • IBM Lotus Notes
  • VM Ware Server
  • AutoIt Windows automation scripting
  • WAN / LAN Networking
  • RDP, Putty, SSH, Telnet, SNMP
  • Wireshark Packet Analyzer
  • Apache, MySQL, PHP
  • Norton Ghost
  • Air Magnet Site Survey
  • Many specialty network tools

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