Objective:
Cisco Certified Network Associate with Enterprise Computer and Network experience seeking a full-time position that will utilize my business, computer workstation and network (LAN and WAN) knowledge.
Summary of Qualifications

• Excellent customer centric skills
• Ability to work cooperatively in a team
• Can handle high work flow
• Remarkable ability to conduct surveys and meet client requirements
• Excellent oral and written communication skills
• Solid understanding of IP Network and Cisco network administration
• Protocols: TCP, IP, UDP, RIP, EIGRP, OSPF, VTP, STP, PPP, Frame Relay, ATM, FTP, DHCP, DNS, VPN
• Support of Operating Systems: Windows XP, Vista, 7, Server 2003, Server 2008, Macintosh OS X
• MS Office, Lotus Notes, Active Directory
• Ticketing Software: Remedy, iDesk
• CompTIA A+, Cisco Certified Network Associate

Education

• Network Services Technology - Network Infrastructure
• Bachelor of Science in Business Administration

Professional Experience
Confidential-Aviation Safety (AVS) Division of the Federal Aviation Administration Current
Melbourne, FL

• Provide Tier 1 technical support via telephone and email with strict SLA's according to contract.
• Troubleshoot hardware and/or software issues Windows Enterprise environment (Win XP and Win 7).
• Assist users of the client\'s technical products or services by answering questions and solving problems involved in their use.
• Use of Remedy Tracking Software for documentation of user information, technical issue, troubleshooting steps, and resolution.
• Follow up on open cases to verify fix and resolution.
• Educate customer of the solution.
• Develop broad and in-depth knowledge of client products and services.
• Tier 1 Analyst for 24/7/365 help desk (Phone/Chat/eMail) corporate call center (6,000 plus users).
• Support desktop/laptops hardware and OS (Win-XP & Win-7).
• Resolve issues with Microsoft Office 2003/2010 and Lotus Notes.
• Work with Active Directory daily.
• Clearance Position of Public Trust.

Confidential Apple Help Desk 2011
Lake Mary, FL

• Provide technical support via phone by following predefined processes which identify if the technical issue can be quickly fixed or needs to be researched by a higher level technical support representative.
• Troubleshoot hardware and/or software issues Apple
• Assist users of the client\'s technical products or services by answering questions and solving problems involved in their use.
• Handle problem resolution which may require follow-up and/or escalation to a higher level of expertise.
• Make follow up outbound calls to customers, other parties as a part of case resolution process
• Greet customers in a courteous and friendly manner using agreed upon procedures.
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Clarify customer requirements; probe for and confirm understanding of requirements or problem.
• Meet customer requirements through first contact resolution.
• Confirm customer understanding of the solution and provide additional customer education as needed.
• Prepare complete and accurate work and update customer file in Ticket Tracking Software.
• Communicate effectively with teams in the program to ensure high quality and timely expedition of customer requests.
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Develop broad and in-depth knowledge of client products and services.

Confidential -NASA-KSC (2 Month Contract)
Team Lead Field Technician

• Configure, distribute, install, and validate end user computer assets for Capstone Corporation in support of HP Enterprise Services NASA contract to manage, secure and maintain its IT infrastructure across the agency's research and flight centers.
• Managed day-to-day customer contact and determines and/or resolves complex problems with product/service lines(s).
• Interfaced with technical and in-house customer service personnel to determine exact nature of problem and implements remedial procedures for customer.
• Prepared regular and special reports documenting customer problems/complaints and procedures for correcting them.
• Performed seat data discovery by scanning the network with the established automated discovery tool and performing physical walk-through in accordance with HP & NASA agreed upon guidelines including:

Captured & validates current-state data to include:

• Current Service Level Agreements (SLA\'s or equivalent)
• Documents Center design/logistics/size & scope of geographic area for center
• Established/document center parts lockers/spares/staging/repair facilities
• Requests process for elevated user privileges
• Enhanced support services
• Return to service
• Software right to use
• Support for telecommuters, travelers and off site end-users

Confidential-Computer Technician (3 month Contract)
Orlando, FL

• Desktop/Laptop Troubleshooting Support and Repair
• Network Operating Systems Installation/Support: Windows 9x/Me, 2000/XP/Vista/Windows 7, Windows Server 2003/2008, Linux
• Hardware Upgrades/Support: CPU, Power supply, Memory Modules, Motherboards, PCI cards, IDE, SATA
• LCD and LED Monitor troubleshooting and repair
• Printer troubleshooting and repair
• Backup data and restore operating systems
• Wipe and Reload Operating Systems
• Set up user accounts including passwords and permissions.
• On-Premise installation of Computer Hardware
• Training and Mentoring of New Technicians

Confidential 2009-2010
Admissions Advisor
Orlando, FL

• Developed aggressive marketing efforts to increase school enrollment and consistently maintained standards of key performance indicators.
• Evaluated and assessed students' needs and desires through the interview process.
• Facilitated and administered required documents for Department of Education and Financial Aid in an efficient manner.

Confidential 2007 - 2009
Credit Counselor/Assistant Desktop Support
Melbourne, FL

• Achieved high sales performance, exceeded monthly performance goals on all inbound calls.
• Evaluated carefully and facilitated the enrollment of clients in an appropriate debt management program.
• Developed effective sales strategies by employing and interpreting data on performance reports and ongoing incisive communications with customers.
• Assisted sales team in a Windows XP environment including desk-side support as needed.

Other Work Experience

Confidential, Sales Consultant 2007
Confidential, Timeshare Representative 2005 - 2006
Confidential, Vacation Ownership Sales 2004 - 2005
Confidential, Account Executive 2003 - 2004
Confidential, Owner/General Manager 1998 - 2002
Confidential, Owner/Sales Manager 1990 - 1998