PROFESSIONAL SUMMARY:

Skilled Information Technology professional with over 5 years of experience in technical support, troubleshooting and root - cause analysis, and providing superior customer service and engagement. Extensive experience in end-user, relationship management, and developing effective technology solutions. Continually exceeds expectations by building valuable partnerships and works well with people at all levels of the organization, including stakeholders, customers, and team members.

SKILL:

• Technical Leadership & Management
• Superior Customer Service & Engagement
• IT Management & Cloud Computing
• Project Management & Development
• Cost Savings & Technical Reporting
• Strategic Planning & Design
• Logistics & Operations Management
• Technical Troubleshooting & Repair
• Iterative Process Improvement & Design
• Team Player & Facilitator
• Problem Solving & Complex Analysis
• Excellent Verbal & Written Communication

TECHNICAL SKILLS:

• VTP mode settings, VTP domain name and password creation
• Route statements in global configuration
• OSPF and EIGRP router processes
• AWS System & Architecture, Cloud Computing
• VLANs, creating, labeling, and assigning switchport modes
• Fast ethernet interfaces, SVI, PPP encapsulated serial interfaces, loopback interfaces, frame-relay encapsulated serial interfaces, IPv4 addresses
• Microsoft Office Suite
• HTML, HTML 5, CSS
• Javascript

WORK HISTORY:

Courier & Delivery Driver

Confidential, Fort Worth, TX

Responsibilities:

• Coming aboard as a courier & Delivery Driver, responsible for Flawlessly picking up and delivering packages at homes and businesses while increasing route efficiency.
• Accepting new responsibilities, which include, carefully cross-examining packages to ensure satisfactory condition prior to shipment, driving accurate reporting.
• Proactively utilizing proactive measures, which includes safely and methodically loading and unloading parcels from the warehouse to their designated locations for shipment.
• Executing safe and efficient delivery of a wide variety of parcels to designated routes, increasing workflow.
• Confidently current and new drivers on device usage, acting as the sole point of contact for technical issues.
• Interacting and engaging with customers, answering questions, troubleshooting inquiries, and providing information regarding the shipment of packages, resolving issues and concerns.
• Proactively building sales and improving delivery routes by demonstrating advanced time management and productivity.
• Spearheading the technical support of the Confidential transition to paperless technology, delivering technology solutions.
• Successfully set up multiple devices and software for the contractor and each driver, which enhanced security protocols.
• Ensuring that all devices are continually connected to Confidential servers, which increased connectivity and productivity.
• Continually maintained and updated all devices, resolving the bi-monthly essential Authentication processes.

Cable Technician

Confidential, Dallas, TX

Responsibilities:

• Expertly installed voice and data cabling, as well as miscellaneous data equipment such as cable trays and data racks.
• Successfully terminated and installed jacks, dressed, and pulled cables, successfully resolving all projects.
• Skillfully inspected cable lines, laid ground cable, repaired poles and towers and drove work vehicles to jobs.
• Extensively tested fiber optic cables prior to use to ensure safety, optimum quality, and efficiency for customers.
• Continually installed, maintained, and repaired cable infrastructure, performed maintenance on existing systems.
• Tested newly installed or relocated cables according to company specifications, removed redundant cabling.
• Comprehensively troubleshot issues with cable network, performed root-cause analysis and drove creative solutions.
• Installed various cable support structures such as j-hooks, cable racks and innerduct, repaired cable poles and towers.
• Ensured all cables were neatly tied and bundled according to safety regulations, abided by federal and state guidelines.
• Pulled, routed, or labeled CAT5 or CAT6 cable, continually scaling individual technical and operational capabilities.

Field Technician

Confidential, Fort Worth, TX

Responsibilities:

• Expertly provided a wide range of technical support, including troubleshooting, setup, and installation of equipment.
• Installed and mounted a broad range of complex smart home services, interacting seamlessly with the customers.
• Successfully troubleshot and resolved receiver systems other technical concerns with a 98% success rate.
• Provided superior customer service and engagement, increasing customer satisfaction and sales engagement.
• Tracked inventory inflow and outflow between consultations through the use of a designated computer tracking system.
• Troubleshot, diagnosed, and repaired units while in the field, maintained records of service calls,, and expenses.
• Provided on-call emergency service as required and maintained field communication with the department manager.
• Educated customers on preventive maintenance and safety regulations, ensured they were equipped to succeed.
• Continually filled out daily work logs and service tickets in an accurate and meticulous manner, ensuring best practices.
• Provided face-to-face end-user and owner to customers on a regular basis, and provided product support.
• Demonstrated advanced product knowledge, creative problem solving, and project management skills.