Technical Support Resume

Title
Technical Support

Primary Skills
Windows 15 years

Location
US-AZ-Phoenix

Posted
May-11-09

Computer Operating Systems:
AS/400, DOS, Linux, Macintosh, Windows 3.x, 95, 98, 98SE, ME, 2000, XP Home / SP2, SAP and XP Professional / SP3, Vista Home Basic, Vista Business, Vista Premium, Vista Ultimate and Vista Enterprise. Windows Server 2000 and 2003, Windows 7 & 8.

Connectivity:
Internet / Intranet and Extranet:
POTS ie: dial up), cable, (CAT5, DSL/ Ethernet), ISP, modem, wireless / 802.11/abg / VPN, Satellite, LAN, MAN & WAN, Blackberry.

Web Browsers:
AOL Explorer, Arachne, Avant, Epiphany, Flock, Google Chrome, Internet Explorer, K-Meleon, Konqueror, Lynx, Maxthon, Mozilla Firefox, Opera & Safari (Mac)

Email Programs:
Client based includes MS Office to 07, Exchange Servers, Lotus Notes/ Domino. Web based includes Hotmail, MSN, Windows Live Mail ( formerly Outlook Express client), and OWA / Outlook Web Access.

Security/ Anti-Virus:
AVG, BitDefender, Kaspersky, McAfee, Microsoft Windows Malicious Software Removal Tool, Norton (Symantec), Trendmicros Housecall & the Windows Firewall.

Security / Anti-Spyware:
Cyber-Defender, Lavasofts Ad-Ware, Spybot Search & Destroy, STOPzilla, Webroot
& Windows Defender.

Various 3rd party software programs:
(AccMan) / Microsoft's Account Management, Active Directory, Adapt ( Recruiting Program), BBNMS, Client Network Backup, HeadTrax (Microsoft Corporate Structure), InfoPlus ( Microsoft's Service Requests), Mergis Recruiting Program), SCANR tool, SDP, Sharepoint, Peoplesoft & Templink II KEA (Payroll Programs)

Various hardware troubleshooting:
Desktop computers (towers), laptops/ notebooks, monitors (dual set-ups) CRT/ LCD, keyboards/ wireless, mouse / trackpoints, usb devices, printers, scanners, copiers, modems, routers, hubs, switches, CAT5 ethernet & UPS.

Ticketing systems / call recorders:
AR Systems Remedy GEMS, Calrify CRM/ OMS, Helix, Microsoft's Phoenix Account Management, Opera Micros PMS (Hotel / Motel guest status), Peregrine Service Center & Vantive

Remote Terminals:
Citrix, Dameware, Instant Support Suite - Chat Support, LANDesk, Log Me In, Microsoft NetMeeting, Symantec PC Anywhere & Windows Vista Enterprise Remote Assistance.

Work Experience:
09/08 to 04/09
AT&T U-Verse
Tier 2 Technical Support/ Help Desk-Windows
Residential Environment
Mesa, Az.
Asssiting AT&T U-Verse residential customers and install/ UFO repair technicians with upgrading/ downgrading of their products and services. The U-Verse products include are the 2Wire RG (Residential Gateway/modem) that services the (BVoIP / Business Voice over Internet Protocol and (CVoIP / Consumer Voice over Internet Protocol services). (Television/ SD ie: Standard Definition & HD ie: High Definition, DVR/ STB (set top box), ethernet / wireless computer Internet connectivity. Primary call drivers included basic navigation of the customers television remote control, personal computer operation, email and web browsing. Secondary call drivers are IP connectivity using (FTTN / fiber to the neighborhood or node) and (FTTP / fiber to the premise / residence).

05/08 to 08/08
Honeywell Aerospace
Technical Support / On-site ( Re-Image / Ghosting )
Professional in-person environment
Phoenix, Az.
Assisting staff and management during their refresh and re-image process. A refresh is a new (XP) computer. A re-image is a new hard drive for the same (XP) computer. The data capture and migration process included transfering the end users information to Honeywell's updated image.

08/07 to 04/08
Unisys
Technical Support / Help Desk-Windows
Professional phone support environment
SLC, Ut
Assisting over 90,000 end users (Microsoft alone) with issues including connectivity & email (Office and Lotus Notes).

06/05 to 08/07
Technical Support
Professional & residential computer support in person customer service
SLC, Ut.
Recommend, setting up and servicing of multiple small office home office computer network's in the Salt Lake City, Utah areas.

03/05 to 06/05
Intel
Technical Support / Help Desk-Windows
Professional phone support environment
Riverton, Ut.
Assisting over 92,000 end users with issues including connectivity & email (Office).

09/01 to 03/05
Teleperformance USA
MSN Technical Supporting / Help Desk-Windows levels 1 (customer service), 2 ( resolution specialist) & 3 (billing)
Professional and residential phone support environment
SLC, Ut.
Assisting both residential and commercial end users with issues including connectivity & email using dial up and broadband connections. Overseeing technical support guidelines/ documentation for Level's 1, 2 & 3 along with help functions that relate to networks, security, redundancy, and connectivity.

Objective:
To be associated with a corporation that will allow me to grow and advance according to my skills and knowledge.

Certifications
10/08, Certification for AT&T U-verse Tier 2 Technical Support, Mesa, Az.

08/08, Certification for Windows Vista Desktop Administration / Brainbench.com

08/07 to 04/08, Certification for Microsoft Technical Support / Unisys, SLC, Ut.

05/07, Certification for Computer Fundamentals for XP / Brainbench.com

04/07, Certification for Computer Technical Support for XP / Brainbench.com

09/01 to 03/05, Certification for MSN Technical Support L1, 2 & 3, Teleperformance USA, SLC, Ut.


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