To obtain a challenging position in the area of Information Technology field, utilizing And developing my acquired skills and knowledge

Have more than 9 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 the workplace

Possess outstanding computer skills and working knowledge using Windows/Mac Platforms, Peoplesoft CRM Functionality, Siebel, Onyx, Microsoft Office 2007, DSL, 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 rollouts 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 ISPs
Outstanding Unit 30th Security Police Squadron
United States Air Force Support Group National Defense Ribbon (In support of Desert Storm, Desert Shield)

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, voicemail, 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 Knowledgebase 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

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