Customer Service Safety Officer

MICHAEL BREES

303-***-**** Denver, CO

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

M ******.*.*****@*****.***.***

SUMMARY OF QUALIFICATIONS

• 8 years’ experience in supporting both WLAN and LAN end users •

• Excellent remote support in both virtual desktop and phone support •

•Strong physical experience and support•

• Strong ability to cross-train skills and work productively across departments •

• Very accustomed to troubleshooting layer 2 and 3 devices •

TECHNICAL SKILLS

•

• Active Directory • LAN/WLAN • 1 year experince

• MS Server 2007 in a Jr. System admin

• M icrosoft

role.

• Windows/Apple/ Support

• CCNA prep

MS support

• 4 years +

coursework

• Wireless Trouble- Desktop Support

• Helpdesk

shooting

• 4 + years traning

ticketing systems

• Cisco Routers in Ciso network

• Cisco Switches environments

• Troubleshooting

CUSTOMER SERVICE

• Strong focus on providing positive and confident customer relations with all end users

• Ability to reassure and resolve issues for frustrated individuals and provide basic education, if needed

• Clearly communicate technical information to customers in layman's terms

EDUCATION AND ACHIEVEMENTS

Cisco Certified Network Assistance Completed

09/2013

Interconnecting Cisco Networking Devices part 2 Completed

09/2013

ITIL Version 3 Certified Completed

03/2013

Interconnecting Cisco Networking Devices part 1 Completed

04/2013

Associates in Information Technology, Systems Security Completed

03/2012

Westwood College – Denver North, Denver, CO

EMPLOYMENT HISTORY

Jr system Admin for the ITOM contract with USCIS 03/2013 – Current

• Network and Security monitoring using enterprise consoles.

• Network and security remedesiation according to playbook procedures.

• Operation and maintenance of Cisoc routers, firewalls, and IDS.

• WAN and LAN management and troubleshooting.

• In-depth understanding of Cisco switching, routing, and firewall concepts.

• Experienced with workin in a large goverment enterprise enviroment.

• Maintenance and operation of enterprise anti-virus infrastructure.

• Performing vulnerability scanning and network discovery.

• Generating incident reports and manage a Remedy ticket queue.

Hardware Technician for the ITOM contract with USCIS 11/6/2012 – 03/2013

• Recognized the need and driving force behind the current Inventory tracking system.

• Have Completed many Hardware ordering tickets

• Supported both SNOC and Call center induvals

• Top Notch customer service

Call Center Technician for the ITOM contract with USCIS 3/30/2012 -

11/5/2012

• High volume call center somewhere around, 30 - 50 calls per shift.

• Daily Use and following of standard procedure documents.

• First line agent to resolve customer’s problems and usually under 5 minutes.

Tier 1 Call Center Technician / System Monitor 01/2010 –

04/2011

Roomlinx, Broomfield, CO

• Completed 2 nightly security reports on independent systems

• First line agent to resolve customer’s problems and usually under 5 minutes.

• Worked unsupervised during 12-hour overnight shifts answering calls, and email while created and

updated tickets

• Daily Use and following of standard procedure documents.

• Monitored wireless and LAN systems on a national and international level

• Relayed technical information to end-users (hotel guests and hotel staff) in order to troubleshoot

network/software connectivity issues

• Maintained data storage and network activity, including streaming data/VOIP

• Carefully documented each call and provided up-to-date information for open tickets

• Provided technical support for intranet and internet connectivity issues

• Support all Windows and MAC platforms, as well as smart devices

• High volume call center somewhere around 30 - 50 calls per shift.

Systems Analyst I – IT 09/2008 –

05/2009

Covidien – EBD/Kelly IT, Boulder, CO

• Provided end-user local and remote support to over 1,000 PCs, laptops and printers

• Worked with System Analyst II, III and IV on special projects, help desk tickets, and fielding calls to

provide assistance to end users

• Created and maintained documentation for internal applications

• Assisted in testing and verifying compatibility of application and system changes

• Installed, configured and supported Windows XP and Windows NT operating systems in a Windows

NT/2000 Server domain environment

• Setup, configured and installed printers used locally or in a Windows network domain

• Troubleshot printers, PCs and hardware installations

• Utilized tools such as Symantec Ghost to setup computers for end users

• Maintained and updated inventory for computers, hardware and software.

Commercial field Service Technician Teir – 2 10/2005 –

08/2008

Echosphere, - Englewood, CO

• Monitored 56 MDU properties

and analyzed DV levels with multi meters on a quarterly timeline for level logs at amps, taps, and in the

head-in

• Promptly solved three PAL20

failure massive system outages and replaced two T.D.T. failures

• Created a new way to stock and

organize company van. Ecosphere, LLC presented van in a training video

• Monitored gas mileage, safety, van inventory,

cleanliness, and vehicle management during on and off hours. Driving constituted up to 60% of job

responsibilities

• Provided on-call availability once a month

Safety Officer / Trade Captain 02/2004 –

09/2005

• Supervised twelve people over a four month period and produced reports

on extremely short notice

• Improved class performance to top five safest trades on campus

• Coordinated random safety drills along with accomplished team focus on OSHA

inspections as Safety Officer

• Achieved highest developed in class twelve weeks in a row

• Elected safety officer after three weeks in class

• Elected class captain fore week after successfully holding safety officer

• Completed N.A.C.S.E. copper and fiber layer certifications

Contact this candidate