Resume of Technical Support Representative

Title
Technical Support Representative

Primary Skills
Technical Support / Help Desk / Customer Support Representative

Location
US-CA-La Mesa

Posted
Feb-06-08

Technical Support / Help Desk / Customer Support Representative

JOB OBJECTIVE
To secure a Technical Support position with a dynamic, fast paced organization offering opportunity for advancement and professional development.

SUMMARY OF QUALIFICATIONS
* Computer support technician with over six years experience providing technical assistance to business professionals, and educating end users.
* Proficient in all Windows operating systems, Intenet, E-mail, and Microsoft Office applications.
* Leadership skills include ability to lead and motivate co-workers from all backgrounds, Capable of working independantly and in a team environment.
* Strengths in organization, written and oral communication, technology, project management, critical thinking, troubleshooting, problem analysis and resolution, customer service, and personnel management/training skills.

EXPERIENCE
Level II Technical Support Agent - 2007 - 2007
Time Warner Cable, San Diego, CA
* Provided Tier II and Tier III level technical support for both current and potential video, high speed internet(HSD) and digital phone customers.
* Troubleshoot over the telephone with customers: modem hook-ups, installation/configuration of HSD hardware and software, and wireless home networking, video hook-ups, equipment programming functions, digital and analog converters, remote controls, VOD, DVR, telephony modems, and phone service features
Logged all service requests into ESS,CSR billing system, Remedy ticket tracking, DPOM for phone order entry

* Worked closely with other departments to resolve billing, account management, dispatch (installation/trouble call appointments scheduling) and sales with up sell opportunites.

* Provided technical support to field operations staff with enabling and servicing cable TV and HSD products
* Monitored network tools for outages and problems, and reported any issues or trends.

Technical Support Engineer - 2005 - 2006
SkyRiver Communications, Inc., Poway,CA
* Responsible for providing Billing and Technical Support via email and telephone to Broadband Internet Service Provider customers.
* Trained others in use of applications (BillMax, Prism, Resolve, SNMPc, and Cacti,) and troubleshooting techniques using predefined Technical Support methods.
* Assisted as part of a team responsible for publishing and maintaining SkyRiver's Technical Support Knowledgebase webpage.
* Provided back up administrative support for Provisioning and Dispatch, as well as the Network Operations Center (NOC).
* Assisted Field Technicians with the installation of RF Wireless 802.11 radios (Trango and Karlnet) for use in a point to multi-point network environment.

Help Desk Associate - 2005 - 2005
Electronic Data Systems(EDS), San Diego, CA
* Telephone Help Desk duties included processing email related incident reports from US Navy and Marine Corps personnel.
* Installed, configured, modified, and would troubleshoot Windows operating systems and software, as well as asssit in, implementing systems to track client information.
* Provided Tier I and Tier II support for MS Office, LAN, WAN, and Wireless 802.11 B & G.
* Built, maintained, and repaired computer systems to improve speed, reliability, and efficiency of operation.

EDUCATION
B.S., Computer Science - 19xx
ITT Technical Institute, San Diego, CA
Minor: Information System Security

A.A., Computer Science - 2004
Remington College, San Diego, CA
Minor: Networking

SKILLS
* Desktop Systems, Help Desk Operations, Support Techniques
* System Tuning, Customer Service, System Maintenance
* Microsoft Windows, Microsoft Office, Microsoft Networking

Certifications
See above


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