Network Center, Help Desk Technician
Seeking a position with an organization in need of a qualified individual with uncompromising experience in
A telecommunications, internet, and helpdesk support environment and the flow of data within the business.

Accomplished, Dynamic and highly motivated professional, with years of experience in all facets of phone company, helpdesk, and internet support systems. Able to draw up and produce flow through's for new support systems as well as methods and procedures. Able to work independently or in a team and participated in the development of technical approaches for working on ADSL circuits. Helped pioneer DSL technical support when first introduced by AT & T. Proactive, self-starter and able to multi-task in a fast paced environment while producing high quality work.

Core Competencies

• Keen sense of responsibility; solid professional standards. Excellent track record of dependability
• Resourceful and well-organized; skilled in activity planning, task management and project follow through
• Problem solver; responds rapidly and appropriately in changing circumstances. Evaluates problems, makes astute decisions to effect positive change, and refocuses on new priorities when needed.
• Effective communication skills; expert at choosing the best communication channels for specific purposes. Have the ability to speak in public and make presentations.
• Monitoring; monitoring/assessing performance of myself, other individuals or organizations to make improvements or take corrective actions.

Professional Experiences

Confidential, Phoenix, AZ 05/2010 - 05/2011
Customer Support, Tier 1

• Provided over the phone helpdesk technical support for remote and local users.
• Utilized Microsoft Active Directory for user account administration and windows password changes.
• Experienced working within an AS400/iSeries environment to clear server errors and check status of jobs.
• Adept at using remote control software such as LANDesk and VNC.
• Expert at installing & configuring printers remotely at retail store locations.
• Resolved VPN connection and configuration trouble on the client side.
• Troubleshooting of high speed wireless and DSL service at retail stores.
• Activated and configured cell phones for service technicians.
• Familiarity with retail store POS software.
• Performed a variety of computer upgrades and fixes.
• Configured POS computers with correct IP addresses and DNS information.
• Walked remote users through updating TCP stack with correct IP's and DNS.

Confidential, Scottsdale, AZ 10/2009 - 05/2010
Customer Support, Tier 1

• Provided software application support for hotel and travel industry customers.
• Operated within a UNIX environment to obtain database information.
• Utilized SQL queries to manipulate and view information within the database.
• Analyzed ULTRA switch logs to determine transaction details and resolve conflicts.

Confidential, Medford, OR 08/2009 - 08/2009
Computer Assembly Contractor

• Installed new computers for Avista Utilities.
• Configured dual monitor settings.
• Opened computer cases and installed necessary components into mother board.
• Downloaded and applied needed updates for drivers and devices.

Confidential, Phoenix, AZ 01/2009 - 03/2009
Computer Assembly Contractor

• Moved computers between various buildings and cubicles for The University of Phoenix.
• Expert at unpacking and setting up new computers in required locations in a timely manner.
• Verified operating systems up and functioning properly. Corrected boot errors, failures.
• Responsible for hardware security, made sure devices locked down properly.

Confidential, St. Louis, MO 02/2000 - 10/2008
Network Center Technician

• Troubleshooting of ADSL lines from customer premise to ISP Network.
• Expert at directing field technicians to isolate and resolve DSL and line problems.
• Effective project management skills to solve escalated ADSL trouble issue for management and chronic customers.
• Ability to follow ADSL order from origination to completion.
• Handled maintenance on business ADSL accounts.
• Knowledgeable about troubleshooting analog and digital circuits for faults and properly identifying issues.
• Adept at operating and analyzing remote electronic/GUI based test equipment and results.
• Extensive experience troubleshooting PC hardware and software configuration issues. Familiar with various windows environments such as 98, 2000, XP, and Vista.
• Familiar with troubleshooting ATM networks, RLAN, POTS, ADSL networks and IP network issues.
• Capable of configuring and troubleshooting RedBack, Juniper, and SE800 Router configuration trouble.
• Skillful troubleshooting of VOIP Issues.
• Extensive knowledge of various order and project software used for Telecommunications.
• Supported residential and business customer network issues and helped configure various modems and routers. Corrected router configurations and cable terminations when needed.
• Resolved MS Outlook configuration issues. Helped set up new e-mail accounts and merge old ones.
• Utilized WFA ticketing system that included the generation of tickets, noting of accounts, dispatching to correct departments, and closure of trouble reports.

Educational Background

45 credit hours in general education
Associates Degree in Electronics Engineering Technology, GPA 3.3
Southwestern Bell Telephone TKT Qualified