Technical Support Manager

Sondis Green

** ****** ****** ********, **. ***** 203-***-**** ***********@*****.***

Information & Network Technology Professional

. Computer Network Technology Professional offering a strong academic

and professional background in IT combined with multiple related

certifications.

. Quickly learn and master new technology; equally successful in both

team and self-directed settings; and proficient in a range of computer

systems, languages, tools and testing methodologies.

Education:

Porter and Chester Institute - Stratford, CT, Computer & Network Technology

Program

Certifications in Computer & Network Technology 2007-2009

Technology Summary

Certificat CompTIA A+, Network +,Security +,Microsoft Certified Professional

ions:

Systems: Windows XP Pro, Windows Vista, Windows 7, Windows 95,98,98SE;

Intermediate knowledge of DOS,Mac OSX 10.6.8 Snow leopard,10.7.1

Lion.

Hardware: Installing, Configuring, upgrading, diagnosing and troubleshooting

system hardware and peripheral devices such as motherboards,

processors, memory, printers, and networking equipment such as hubs,

switches, wireless routers and access points.

Security: Applying security concepts to PCs and networks, encryption, firewalls,

secure Web communication, wireless networks, and protection against

malicious attacks and viruses.

IT Experience

Sondis Green-IT Professional & Computer Technician - Bridgeport, CT 2000-

Present

Computer Technician- Personal Home Business (Part/Time)

Established a Computer repair side business on craigslist.org,

providing timely and effective solutions to a wide variety of computer

issues affecting my personal clientele, listed below are some of the

services I performed for my customer clientele.

. Performed various OS installations such as windows XP, Vista, windows

7, Mac osx, Linux, upgrades, maintain and troubleshoot computer

systems

. Configured and maintained Linksys,Netgear,Dlink and Belkin wireless

Routers and Hubs for clients computer network systems

. Programmed Cable modem and DVD-Rom drive firmware via Jtag cable,

configured cable modem via Telnet, through windows Dos

. Replaced Laptop screens,memory,hard drives,dvdrom

drives,keyboards,speakers,keys,touch pad and motherboards

. Replaced Desktop Power supplies, IDE drives,Sata Drives, DVD Rom

drives,motherboards,Memory modules,CPU's and CPU Fans

. Performed Wireless intrusion assessment on my own wireless network as

to assess its security and integrity by decrypting WEP,WPA,WPA2

wireless encryption on windows via the aircrack suite and on Linux via

Back track 3 Live CD

Work Experience:

Technical Support Representative

Dymo Corporation 383 Main Ave 4th FL. Norwalk, CT 06851 2/2011-6/2012

Technical support

. Provide product problem analysis and resolution to customer contacts

either from live ACD calls, callbacks, Email or Chat.

. Provide detailed call data on each call in RNW verifying proper

contact and company information where appropriate.

. Escalate unresolved issues to next level of support giving customer

the ticket number for future correspondences.

. Remain current with regard to skills on all supported operating

systems and platforms.

. Keep organized work area with working printers and Label Makers.

. Through self-directed training increase knowledge both technically and

non- technically. These activities will be agreed upon by both the

Manager of Consumer Relations and the Technical Support Rep.

. E-mail correspondence with external customers.

Subway Corporate Office Headquarters

325 Bic Drive Milford, CT 06460 8/2010-1/2011

Retail Tech support

. Provide hardware and software tech support for subway franchises

owners, over the phone via headset and microphone.

. After collection of data, concerning the customer's issue, entered

steps on how resolution was attained into trouble ticket system, then

closed ticket

. Search trouble shooting database for resolutions.

. Walk customer through propriety subway software.

Focus Vision Worldwide, Inc. 1266 East Main Street 6/2010-12/2010

Stamford, CT 06902-3559

Data entry

. Mark positions within video files.

. Monitor, live video streams for interference.

. Worked within Microsoft access data base to arrange and label archived

files.

. Logged into database, via Citrix client.

Konover Residential Corporation - West Hartford, CT 2007-2010

Courtesy Patrol

. Ensure safety and security of tenants at Areyto Apartments

. Report all incidents as necessary and document all reports

Bank of America 1366 Post Road

Fairfield, CT 06824 10/2007-11/2008

Bank Teller

. Cash in/Cash out transactions

. Sales and service of Bank of America Products

. Balance safe at the end of work shift

. Demonstrate to customers, how to use all the functions of ATM.

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