Technical Support Technician

Devin Feeser

Work Experience

*** ***** ***** ****

Hertford, North Carolina

27944

252-***-****

**********@*****.***

Technical Support Representative II

June 2003 – May 2013 Canon Information Technology Services Inc.,

Chesapeake, VA

• Provide Tier 1 & 2 technical support for the installation, use &

maintenance of Canon’s entire line of printers, scanners,

multifunction units, and digital cameras on Windows and Macintosh

platforms in an inbound Call Center utilizing Aspect phone system,

PeopleSoft CRM software, KANA Email Response Management,

and eGain.

• Consistently average top tier quality (100%) & customer satisfaction

scores. A Player for three months in a row.

• Train new users in various product groups and with the Kana email

system and eGain system.

• Instrumental in Canon achieving PC Magazine Best In Class awards

for technical support.

Network Technician

May 2001 – July 2002 Performance Systems International, Troy, NY

• Worked in fast-paced ISP/WAN environment.

• Monitored and maintained the performance of the network

resources. Conducted maintenance procedures.

• Created, updated, and maintained configuration records.

Provisioned circuits of T1, T3, ISDN, and SONET lines.

• Identified, diagnosed, and corrected complex problems, which

effected network.

Network Installer

June 2000 – August 2000 Alpha Industries, Saratoga, NY

• Installed a three-building enterprise with Category 5 cable with about

one hundred drops.

• Ran single mode fiber optic cable between the three buildings,

punched down wires on the patch panel, ran cable from patch panel

to switch, then configured switch for use with the network..

Education

January 2003 – June 2006 College of the Albemarle - Associate of Arts

A.A., Elizabeth City, NC

• Graduated June 2006

September 2000 – June 2002 Adirondack Community College -

Computer Networking A.A.S., Queensbury, NY

• Some College Coursework Completed

9/1999 - 6/2000 F. Donald Myer Education Center, Saratoga, NY

• Cisco Certified Network Technician class. Test passed in 7/2000.

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