Tier-2 Technical Support - Comcast Resume WV - Hire IT People

SUMMARY:

IT / Telecommunications Specialist with over 20 years of experience in Data Networking and Systems Administration in a fast - paced enterprise environment. Highly familiar with a wide variety of database management systems, networking platforms, and operating system software. Possess a Bachelor of Science Degree in Information Technology Management.

TECHNICAL SKILLS:

PRODUCTIVITY: Microsoft Office Suite, Komodo, IntelliJ IDEA

DATABASE: Microsoft SQL Server, MySQL, Oracle 11g

NETWORKING: Wireshark, TCP/IP, Virtual Box, LAN, WAN, Routers, Data Switches, Wireless technology

OPERATING SYSTEMS: Windows 7, 10; Linux including CentOS, Ubuntu

PROFESSIONAL EXPERIENCE:

Confidential

Tier-2 Technical Support - Comcast

Responsible for providing Tier-2 call-center support concerning wireless gateway support for Comcast customers.
Provided additional support for customer email, account, and billing issues including explaining all account charges, and made necessary account adjustments.
Remotely accessed customer wireless gateway devices and performed configuration changes, resets, and software/firmware updates.
Diagnosed and fixed, or provided next step advice any issue regarding customer’s ability to connect Wi-Fi devices to the Comcast wireless gateway.

Confidential, WV

Independent Contractor

Worked a project entailing the complete upgrade of telephone systems to VoIP in all of the Federal Court facilities in West Virginia.
Conducted site surveys - Identified existing network equipment and user drops, documented additional needs for end users to facilitate a seamless transition to VoIP services.
Evaluated and documented existing network facilities, including environmental considerations, wiring conditions and submit recommendations for improvement. Installed new wiring blocks, cross-connects, and VoIP equipment.

Confidential, WV

Customer Service Representative

Assisted customers with account maintenance, needs and concerns.
Provided information to customers on their account status and account balances.
Processed payments over the phone, explained all account charges, and made adjustments.
Added services and facilitated changes to customer accounts as required.
Improved customers’ banking experience by ensuring that they are attended to promptly and all their concerns were resolved.

Confidential, Reston, VA

Tier 3 Network Support Technician/System Administrator

Provided Tier 3 level technical support in an enterprise environment for various types of network data switches, routers, and server applications supporting Frame Relay and IP backbone networks.
Solely responsible for testing, validating and implementing new network server infrastructure and software supporting various technologies, ultimately providing improved functionality of services and features
Subject matter expert and primary Tier 3 support engineer responsible for providing 24/7 administrative and technical support functions to 40+ nationwide network UNIX servers.

Confidential, Beltsville, MD

Lead Network Controller

Shift Lead Controller responsible for shift performance in monitoring and maintaining telecommunication and cryptographic equipment data links to U.S. embassies worldwide.
Responsible for maintaining and enforcing stringent security policies regarding the handling of classified material.

Confidential, Washington DC

Cryptologic Technician

Communications center supervisor responsible for monitoring and maintaining telecommunications equipment, cryptographic equipment, and circuitry used for data communications support of major military installations and mobile units.