OBJECTIVE:

EXPERIENCE:

5/2004 - Present

Industry: Telecommunications Services

Fiber Support Analyst(Team Lead)

Responsible for evaluating and resolving exception orders.Currently supervise a staff of 10, resolving complex calls and delegation of assignments.Training and acclamation of current staff while creating job-aids and documents for process review.Initiating dispatch orders for installation and maintenance for clients sites on an as needed basis.Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management for leadership and problem resolution.

8/2012 - Present

Senior Customer Service Engineer

Responsible for phone support for all of E-commerce Ind. Customers.Project lead for Mobile Products(Hand Held Device).Handles Escalations for my teamWrite training manuals and train new employees.Responsible for hardware, software, network , Applicationsupport for customers.Handles set-up of Dealers for our Hosted Environment

5/2003 - 5/2004

Technical Support Representative

Responsible for phone support for all of E-commerce Ind. Customers.Project lead for Route Trak(Hand Held Device).Responsible for Escalations for my teamWrite training manuals and train new employees.Responsible for hardware, software, and network issues, and Applicationsupportfor customers.

9/2000 - 11/2002

Helpdesk Analyst III/Desktop Analyst

Responsible for support of all Cambridge applications.Responsible for end user support for 4500+ users on worker’s compensation and general liability applications.Responsible for handling client concerns and comments by phone, fax and email.Responsible for resolving customer issues either over the phone or by email.Desktop supportLotus Notes supportExtensive phone support Troubleshoot RAS/VPN and Network connectivity issues.

1/2000 - 9/2000

Tech support Analyst

Consistent resolution of satellite connectivity issues.Installed and configured Hewlett-Packard printers.Configured hardware and software components by phone, mail, or fax.Intensive phone support for network and PC clients.Assigned and reset passwords using the AS400 system.Configured email accounts in Microsoft Outlook and Lotus Notes.

9/1998 - 1/2000

Tech support Analyst

Configure mail clients for internet access.Configured networks and protocol settings for Microsoft Operating SystemsMonitored dial-up network accounts for local ISP’s.Provided technical phone support to customers.

EDUCATION:

Associate Degree

I have an Assoicate of Applied Science degree in Computer Information Systems.

Associate Degree

SKILLS:

Skill Name

Skill Level

REFERENCES:

Reference Name:

Phone:

Type:

Reference Name:

Phone:

Type:

Reference Name:

Phone:

Type: