Customer Service Sales
Resume:
CLYCELLO A. LAFAYETTE
Porter Corners, NY 12859
*-*********@*******.***
OBJECTIVE:
Pursue a position that will provide a challenging and rewarding opportunity in the field of
networking where my education and experience will be utilized for professional growth. I
specialize in the application of information security tools and methodologies to large-scale IT
networks. I have experience in the design of IT security architectures utilizing: security tools,
systems designs, methodologies/principles and software development frameworks.
PROFESSIONAL EXPERIENCE
TECHNICAL SUPPORT LEVEL III
Time Warner Cable (2007-2013)
Schenectady, NY
• Supported video, high-speed internet, and digital voip phone to residential and
commercial customers who experienced technical problems. (i.e. loss of service, abuse
cases, e-mail issues, firewalls, outages, wireless network connectivity, etc.)
• Utilized a wide variety of test equipment, diagnostic tools and techniques used in problem
resolution.
• Extensive application support experience with all Microsoft products, Windows XP,
Windows 7, Vista, Exchange Servers, MAC OSX, Remedy, IssueTrak, Docsis, OMSE,
Provisioning, Icoms, Office 2007/2012, Avaya and Active Directory.
• Provided exceptional technical support to customers in assisting first call resolutions.
Successfully addressed unresolved escalated tickets by Level 1 & 2 CSR, Tech-Ops,
Supervisors and Senior Management.
• As a technical support representative I demonstrated sales leader using successful
transitional sales skills and identifying sales opportunities during service calls.
• Mentored colleagues in customer service, sales, product knowledge, and technical
support.
• Assumed additional projects beyond job scope including product testing and
implementation of new products and services.
• Work from home representative from 2008-2013 and provided on-call support.
SYSTEM ANALYST(Consultant through Spherion)
AOL (2005-2006)
Dulles, Virginia
• Responsible for the installation, modification, testing and servicing on data community
network equipment and server room support.
• Provided connectivity and network support to all networks (XP, 2000, NT workstation)
servicing company and customers.
• Performed analysis of software, hardware, and network system processors, multiplexes,
LAN/WAN communications and various monitoring systems (i.e. IPMonitor, Adlex,
Gomez, Nagios, Splunk and Solarwinds)
• Responds to assignments involving the installation, repair and maintenance of network
equipment Cisco, 3Com, Nortel, Foundry Switch/Router.
• Strong knowledge of 802.11 a/b/g/n wireless technologies, Access Points and Wireless
Configurations.
• Train and test employees in the use of company specific software and IT Auditing.
• Provided help desk support to end-users.
NETWORK TECHNICIAN/SYSTEM ANALYST (Consultant through IMI System, Inc.)
McGee Corporation (1998-1999)
Charlotte, NC
• Installed Windows NT workstations 4.0 and performed tasks on Windows NT server 4.0
• Maintained and monitored network usage, activity and security.
• Managed e-mail, user accounts, permissions, and passwords.
• Installed network interface cards/network cabling and responsible for troubleshooting.
• Provided end user support for Microsoft Office, AutoCAD 14, Windows 95 & NT.
• Performed routine daily backup of Windows NT server.
• Ordered and replaced hardware.
NETWORK TECHNICIAN
Micro Price (1998)
Columbia, SC
• Installed and provided technical support to businesses on Windows NT workstations
including Core, Enterprise, and TCP/IP technologies.
• Responsible for troubleshooting and repair of IBM PC operation systems, platforms, and
related software applications.
• Repairing/upgrading computer hardware and software.
• Troubleshooting basic hardware and connectivity issues with printers, scanners, and
copiers.
• Diagnosing hardware and software problems.
• Performed system cabling and network integration, including experience with
LAN/WAN.
• Installed and configured desktop, laptop, peripheral hardware, software, operating
systems, and assembled PC’s.
EDUCATION and TRAINING
New Horizons Computer Learning Center
Greenville, SC
• Completed course work and training toward Microsoft Certification Software Engineer
MCSE) DESIGNATION
• Completed course work: Administering Microsoft Windows NT 4.0; Supporting
Microsoft Windows 4.0 (Core and Enterprise Technologies, TCP/IP and Networking
Essentials)
ECPI College of Technology
Charlotte, NC-
• Course work in computer technology, testing and repair
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