MISSION

To build upon the present skills by using the work place as a learning laboratory and to face the upcoming challenges through problem solving skills that will help the organizational and personal goals.
I always strive to give the best of my potency towards the organizational value, which demands the best of my professional ability in terms of technical and analytical skills, which allows the pursuit of career advancement and expand my current knowledge and skills?

CAREER OBJECTIVE

Technology savvy self-starter, adept at moving into new environments and extrapolate from existing experience to quickly adapt to new technologies fluently, I am also more than willing to accept a position in an exciting new field that I have not yet had the opportunity to work in. 

SKILLS SUMMARY

• Effective interpersonal and communication skills in working with customer and colleagues at all levels
• In-depth understanding of computers, mobile devices, networking, software and system architecture
• Follows directions and works well with minimal supervision completing each task thoroughly with attention to details

TECHNICAL EXPERTISE

Operating Systems: Windows XP & Vista, Windows 2007 & Windows 7, DOS, Linux & UNIX and Mac OS 
Hardware: Cisco series Routers and Switches, Hubs, Modems, Network Card, Memory, Printers, Scanners, DSL/Cable/Modem Connectivity
Software: Cisco IOS, Windows Terminal Server, Lotus Notes, Microsoft Office Suites – Excel, Word, Access, Outlook and PowerPoint 
Network/Protocols:: LAN/WAN, TCP/IP, DNS, DHCP, POP3, SMTP, FTP, Telnet, VPN, ICMP RIPv1 & RIPv2, IGRP, EIGRP,OSPF, NAT, TFTP, Ethernet
DESKTOP /ONLINE PUBLISHING TOOLS and TRACKING SYSTEMS

• IE all version & Firefox & Safari
• ERP Oracle Applications 11i & Remedy & Heat Tracking System & CAD Systems and SharePoint

EMPLOYMENT HISTORY

Confidential,Richardson, TX
Technical Support U-Verse Tier II Agent July 09- Aug 2010

• Provide technical support to U-Verse FTTP & FTTN , VoIP, U-biz and Static IP customers
• Receiving calls from Tier I agents, members, premise technicians and other departments within AT& T regarding all U-verse Services
• Responsible for providing technical support for home networking , wireless connection, software, e-mail, login and password issues
• Troubleshooting over the phone while also using Smart Chat Messenger with outside vendors and affiliated groups to restore customer IPTV, Internet and C-VoIP Services
• Assist technicians on installations and troubleshooting with them on networking devices such as routers and adapters ,ordering issues, registration, lower profiles and running require diagnostic test
• Assist customers and premise technicians with porting over Telco & Clec’s numbers to U-Verse
• Dispatched premise technicians and I& R technicians when needed
• Provide detailed documentation of all technical issues within CRM tracking systems
• Escalate unsolved issues (when required) to Escalation Manager, Order Management and Voice over Management for further support
• Educate new & existing customer s on all AT& T U-Verse products and services
• Upgrade existing customers to new U-verse packages and identify sales opportunities with promotions when required
• Handle 30-100 complex inbound calls per day while also making outbound calls to customer s and premise technicians

Confidential, TX
Technical Support Iphone Tier I Agent May 09- July 09

• Serve as a liaison between AT& T, Apple Retail Stores and higher support levels
• Log calls received and track open and closed cases using an Apple database on a MAC Computer
• Provide installation support for customers with new software and upgrades also assisting with the downloading process for Itunes
• Assist customers with configuring e-mails, voicemails, phone settings and wireless connections
• Walk customers through on how to use their Iphone and providing product knowledge on Apple products, systems, peripherals and software
• Provide troubleshooting support by running diagnostics, resetting, component isolation and uninstall & reinstall ITunes via Windows XP & Vista and Mac
• Provide recovery support by helping customers restore their system or software products back to normal
• Escalate unsolved issues (when required) to tier II for further support
• Identify sales opportunities for Apple Care Protection Plan for Mac computers and Iphones
• Handle 30-75 complex inbound calls per day

Confidential, TX
Client Service Representative July 06-April 09

• Receiving and responding to internal and external customer inquiries, telephone calls and/or correspondence (via e-mail) to ensure that each customer is dealt with in a timely manner
• Log calls received and track open and closed cases using ERP Oracle Applications 11i-(TeleServices) tracking system
• Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups
• Perform post-resolution follow-ups to help requests
• Assist external and internal customers with tool walk-through, password resets and provide training in the use of systems and application as related to Cisco Systems Tools
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced team.
• Process Cisco Orders from beginning to end while simultaneously booking orders, releasing holds and submitting expedites requests for internal and external customers
• Manage internal and external federal customer’s supplier’s quotes, purchase order and service contracts while reviewing and process invoices, credit/rebills and revenue transfers
• Service Contract Management(Adding items to contract, extending dates on contracts and serial number swaps)
• Handled 20-30 complex inbound and outbound calls per day

EDUCATION: Confidential