Mik-ko Hanks

To obtain a challenging position in the area of Information Technology utilizing and further developing my acquired skills and knowledge.

Have more than 13 years experience in Information Technology with recognized strengths in training, product Documentation, problem-solving, trouble shooting, customer support, and planning/ implementing proactive procedures involving systems dealing with alleviate problems within Data and Voice Carrier Networks

Possess outstanding computer soft and hardware skills and working knowledge using Windows/Mac Platforms, Peoplesoft CRM Functionality, Salesforce, Siebel, Onyx, Microsoft Office 2010, DSL, FIOS, Cable, Satellite, Cisco, Home Network and ISP Troubleshooting, Broadband, Wi-Fi, Web Hosting, VOIP and Various Mobile Technologies


Have the ability to train, and assist supervise tech support personnel

Develop call drive plan, conduct product roll outs and modify focus groups

Bank of America
Above and Beyond outstanding performer credit card collections May 2003
Earthlink
J.D Power and Associates 2002 Highest Customer Satisfaction among High-Speed ISP's
Outstanding Unit 30th Security Police Squadron
United States Air Force Support Group National Defense Ribbon (In support of Desert Storm, Desert Shield)

My responsibilities include but are not limited to set up and configuration of voice email, auto attendant ,provisioning of VoIP devices

Provide 2nd level support to Small to medium sized business customers via phone, email, instant message, Remote Desktop and fax in support of VoIP network and phones, infrastructure hardware/software, equipment and network

Opened, maintained and close trouble-tickets for all incoming customer requests

Facilitated the opening, trouble-shooting, and closure of VoIP and IP network trouble-tickets with 3rd party carriers in support of Vocalocity customer issues

Configuration of VoIP phones, soft phones, teleconference boxes and other network devices

while Demonstrating the highest level of professionalism and customer support

Demonstrated knowledge of SIP networks and VoIP routing methodologies, Demonstrated knowledge of VLAN configurations exhibited Strong customer service and organizational skills

Demonstrated ability to work independently and exercise good judgment

posses Strong project management skills, detailed oriented and ability to handle multiple tasks

unparalleled problem solving and consultative skills and ability to quickly and efficiently adapt in a fast paced work environment

Maintained ACD availability to answer all incoming customer calls in queue with appropriate opening script, customer identification, Average Talk and Wrap Up time objectives. Resolved routine Trouble Tickets, including but not limited to E-mail, voice mail, auto attendant,VPN, Web Hosting, and browser configurations. Troubleshoot advanced product or service issues, including but not limited to DS1 transport, PRI / CAS / FXS,SIP Analog telephony, and DNS with proper escalation as necessary to achieve optimal trouble resolution times. Responsible for handling customer calls with a positive problem-solving attitude. Properly documented in OSS system call purpose and resolution.
Complete every call with appropriately setting customer expectations for issue/problem resolution time frame and notification. Properly code trouble tickets using Ticket classification Guidelines. Utilize online resources such as Cbeyond Online and the Knowledge base to resolve customer troubles. Actively participate in training classes for new products and services.
Consulted with Tier II or supervisor as needed for problem resolutions. Perform additional duties such as; data analysis, project management, reporting.
Provided input for troubleshooting scripts and diagnostic tools Cisco Router Troubleshooting

10/2005 - Present
Tier 2 Support Verso Technologies Atlanta GA
My responsibilities include but are not limited to:
Provide level 2 inbound and outbound technical support/ customer service for the hospitality industry.
Provided support to clients via emails, chats,forums and ticketing systems.
Configured, managed, and support internet routers, Nomadix, Zyxel, IP3,Ant Labs Hospitality gateways, and servers.
Configure and Troubleshoot VPN connection issues
Configure, manage, and support WAPS (Cisco, Zyxel, Proxim and Netopia) and Switches Cisco, Zyxel, Dell,Corcess and Allied Telesis. Configured manage, and support DSL equipment Cisco LRE, Corecess, Paradyne.
Provided Wireless, Ethernet, DSL, Cable and Dialup technical support
Worked in a fast-paced call center environment
Identifying/isolating reported problems with hotel and end-user hardware or software
Resolve issues that are not limited to installations, configurations of product/hardware software.
Manage proprietary Company built outage board and bulletin boards.
Perform escalation audits and QA's.
Manage and Update Training Manual for specific clients.
Assist and provide training for new clients.
Provide customer service and technical assist to level 1 technicians, account managers, supervisors, and vendors/clients.
Take, control, and resolve complicated situations/issues with escalated tickets
Act as Acting Supervisor when needed.
Also perform Level 1 related duties when needed.
Provided Mentoring and coaching for level 1 agents

Provided processes, and platforms to provide fast, effective and cost-efficient technical customer service presenting a quality end-user experience

supported over 20,000 end users 24 X 7 with the industry's most advanced contact management technologies; delivering multi-level support with problem resolution, escalation, skills-based call routing and database management to give fast, efficient resolution of customer inquiries, and delivered valuable transaction and Service Level data that helped clients enhance their product and services offerings to meet specific customer demands.Provided exemplary support in the area of ADSL,Wireless,Cable Home Networking

Followed up on delinquent and charged off accounts and made effort to collect debts owed to the Corporation. Documented all information within collections system database .Provided financial counseling as well as cross-selling other bank products.

Demonstrated ability to work in a fast paced production environment being adaptable to change , While exhibiting Professional phone skills, good verbal communication skills and ability to interact well with all levels of management

Quickly and effectively solve customer challenges

Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service and customer rapport. Assisted in training and supervising staff in all operations.

Worked in a team of 10 technical support professionals covering 50 states
Responsible for over 5 million individual and cooperate accounts
Handled calls pertaining to Earthlink?s high speed product line including Cable modern, and ADSL technologies
Resolved issues using my problem-solving skills in accordance with the company policy
Assisted the Broadband Support Team with account maintenance and set-up
Participated in several special project dealing the planning and implementation
Educated customers with technology question and concern
Customized networks solution to fit customer?s requirement
Delivered an unmatched level of quality and assisted in network validations

help desk customer service call center tech support I.T. lan desktop support network admin dsl wireless cable hospitality gateway cisco voip pri cas sip analog pots vpn dns wifi mobile technologies wan t-1 t-3 sip VOIP