TWYLA S. WEBBE

1433 Shady Lane, Apt. 902• Bedford, TX 76021

(817) 785-3558 • twylawebbe@gmail.com

 

OBJECTIVE:

To obtain a Technical Support position with a dynamic company where I can utilize my education and work experience and be an asset to operations.

 

EDUCATION:

Vatterott College

St. Ann, MO                                                        February 2007

Bachelor of Science in Computer Engineering and Network Technology

GPA 3.8/4.0

 

Vatterott College

St. Ann, MO                      April 2004

Associates of Occupational Studies in Computer Systems and Network Technology

GPA 3.8/4.0

 

Belleville Area College

Belleville, IL                                May 1998

Associate of Applied Science in Computer Information Systems

 

RELATED COURSES AND SKILLS:

·  Knowledge of network technologies TCP/IP, DNS, DHCP, Active Directory, Firewalls and VPN

·  Knowledge of networking protocols UDP, SMTP, SNMP, HTTP and SSL

·  Local area networking using the Novell NetWare operating system and Microsoft Server operating systems 2000/XP/2003.

·  Classroom Experience setting up WAN’s, LAN’s and WLAN’s

·  Routing using Cisco Operating System

·  RedHat Linux/Organizational Communication, Linux Installation & Configuration and System Administration

·  Knowledge of PC repair, troubleshooting and configuration of Windows 98/2000/2003

·  Knowledge installing computer hardware such as hard drives, CD ROM drives and Network cards and installing computer software applications.

·  Knowledge of various Telephony/VOIP tools such as the Nortel Switch, CBR Switch and Safari view/Cedar Point switch, Avaya, Remedy,  ChenNet/Aptools, Ceon, G2, SOA, LIDB/CNAM, LMM, PSP and Prosodie

·  Theory and operation of basic analog, digital circuitry and soldering

·  MS Office 2000, DOS 6.0/6.2

 

 

RELEVANT EXPERIENCE:

September 2011 – February 2013 Support Technician, Epicor Software Corporation - Point Claire, QC

Work as part of Epicor’s deployment project team during customer software and hardware rollouts. Assist 3rd party on site technicians with installation and technical support of POS registers.  Maintain client satisfaction by ensuring that response, updates and installation completion occurs within the project rollout objectives.

 

 

Continued

 

November 2008 – November 2009 Technical Support Agent, Uniserve Communications - Montreal, QC

Provided Tier I and II technical support for Dial-up, High Speed internet, VoIP and e-mail customers by phone, email, and voice mail. Escalated unresolved calls to an EP (Escalation Point) level support when necessary or opened a trouble ticket.  Performed follow-up call-backs with customers and kept up-to-date on all Support Center processes and troubleshooting procedures.  Assisted Senior Representatives with resolving internet trouble tickets by reviewing test results from the Telephone company and/or contacting the telephone company via e-mail or telephone. Promoted Uniserve’s products and services by upselling.

 

February 2006 – June 2006 Telephony Trouble Ticket Specialist I, Charter Communications - Town & Country, MO

Performed complex troubleshooting for telephone customers to determine provisioning issues, switch related issues, and network related issues within a timely manner. Scheduled a tech visit when necessary. Escalated repeat issues to Tier II and/or opened a trouble tickets using Remedy. Met daily sales quota by promoting Charter’s VoIP telephone packages and features by up-selling.

 

 

WORK HISTORY:

Argent Healthcare                                      Belleville, IL

Insurance Collection Representative                                             April 2003 – April 2004

 

Kelly Services/BCBS                                                       St. Louis, MO

Suspend Analyst                                  April 2002 – October 2002                                                                     

Allsup, Inc.                                                                                                    Belleville, IL

Receptionist /Switchboard Operator                                                                           January 1999 – January 2002

Associate Claims Assistant

Customer Support Specialist