Garland, Tx. 75042raxamon@yahoo.com                        Home: (214)440-1950

Qualification Summary

Having worked hardware and software support since 1997, and having worked in both DSL, and Fiber networks for both Verizon and AT&T, I feel I am uniquely qualified to handle the demands of a call center environment, or readily within a Help Desk role for internal or customer based support. With a long list of operating systems I’ve supported, and an active understanding of the unique troubleshooting of peripherals, hardware, software, as well as routers and networking from both a wired and wireless perspective, I feel I am uniquely prepared for most PC-Based support solutions.

 

SKILLS:

·   Microsoft Windows 8

·   Microsoft Windows 7

·   Microsoft Windows Vista

·   Microsoft Windows XP

·   Microsoft Windows ME

·   Microsoft Windows 2000

·   Microsoft Windows 98/95

·   Microsoft Office Package

·   Excellent data management skills

·   Team Player

·   Efficient and Dependable

·   Excellent customer service skills

·   PC literate

WORK EXPERIENCE:

Pinnacle - Dallas, Tx   10/08  – 12/08

Tier 3 U-verse Technical Support Agent

Important skills as a Tier 3 U-verse Technical Support Agent:

·  Provided support of AT&T U-verse video, internet, and telephony networks in an inbound call center environment

·  Provided Complete Support and Provisioning, as well as some Sales, for AT&T U-verse’s FTTN (Fiber to the Node) PON systems assisting both Field Technicians on-site as well as Business Consumers

·  Provided complete support for AT&T U-verse Wireless Gateway

·  Provided complete support for AT&T U-verse Set Top Boxes

·  Provided soft support for most Television setups, Routers, and 3^rd party Wireless NIC’s as well as Wired

·  Supported and Troubleshot Computer Networking utilizing either PPPOE or DHCP authentication on Windows XP and Vista operating systems, including wireless support

·  Documented each call accurately in an internal logging program

·  Followed AT&T Method’s and Procedures to provide complete Tier 2 technical support of business U-verse Accounts, with access to outbound follow-up procedures

·  Escalated issues as necessary to other internal groups, and external groups to provide complete support of the business consumer’s issues when they extended beyond support boundaries and limitations

TelVista – Dallas, Tx.  7/07 – 10/08

Technical Support Agent (Level 2 Frontline)

Important skills as a Technical Support Agent (Level 2 Frontline):

·  Provided support of Verizon’s DSL networks in an inbound call center environment

·  Provided complete support for Verizon’s DSL Modem/Router combo hardware: The Actiontec, and The Westell Versalink 327

·  Provided support for the wireless setup and troubleshooting of those modems

·  Provided complete support for Verizon’s DSL Modems: The Westell 6100, 6110, 2200, Wirespeed, and Fujitsu

·  Provided soft support for Linksys Routers and Network Interface Cards (Wireless and Otherwise)

·  Documented each call accurately in an internal logging program known as Remedy

·  Followed Verizon’s Method’s and Procedures to provide complete technical support of consumer DSL Accounts

·  Escalated issues as necessary to other internal groups, and external groups to provide complete support of consumer issues when they extended beyond support boundaries and limitations

11/19/07 – Promoted to SIA Team (Level 3 Service Intervention Agent)

·   Performed ticket management within remedy, altering and closing trouble tickets as needed

·   Maintained accurate notation’s as necessary to a chronic ticket tracker

·   Utilized skills with Microsoft Word and Excel to document resolution of issues to team supervisor

·   Performed outbound calls to verify chronic issues were fully resolved

·   Updated tickets as necessary to reflect services rendered

·   Performed level 3 troubleshooting with customers to ensure complete resolution

·   Provided credits as necessary to assure customer satisfaction

·   Gained greater access to the Maintenance Control (MCO) Offices to provide more accuracy than a frontline (Level 2) agent when updating customers on the status of DPO (Dispatch Out) tickets

·   Gained access to issue tickets to the MCO to allow for resolution to intermittent issues Frontline agents could not provide

·   Gained access rights to modify Remedy Tickets, and read the MCO’s internal logs

12/04/07 – Promoted to the MCO Team

·   Supported Level 2 technicians in translating the code Field Techs used to make sense of Network Tickets, via Phone and Live Internal Chat

·   Provided status of currently active, and closed tickets to Level 2 and 3 technicians

·   Communicated with the MCO and DRC to change the status, due date and cancel tickets at the request of level 2 and level 3 technicians

·   Utilized Microsoft Excel to track online chat and phone sessions

CompUSA – Plano, Tx.   2/99 – 9/99

Software Support Technician

Important skills as a Software Support Technician:

·   Supported Intuits QuickBooks accounting software in a call center environment

·   Assisted customers with the installation/uninstallation and file conversion issues

·   Escalated support issues to the next tier of support as necessary