Customer Service Technical Support

**** ***** ***, *******,

GA *****.Home 770-***-****

Cell ***-***-****.*********@*******.***

Michael Bessard

Objective

To obtain a position in which the company/organization will allow

me the opportunity to use my organizational, leadership, and

interpersonal skills.

Experience

Jan 2012 - AT&T Atlanta, GA

Present

System/Technical Support

Troubleshoot Cisco Telepresence Units, Tandberg, and Polycom

Endpoints

Implement SIP, H323 global voice environment

Installation and configuration of Cisco Router and Switches

Implementation of Cisco Call Manager/Exchange/Unified Network

Troubleshooting TCP/IP, H.323, and Other network topologies and

protocols

Anaylizing trouble tickets, and resolving issues with network.

Following policy and procedures on contacting correct Groups on

Circuit troubleshooting, and Networking groups which owns

connection to cloud

Provide support for interop endpoints, and also CTS endpoints.

Monitor Networks with the use of Wireshark

Oct 2010 - Dec MasTec Boca Raton, FL

2011

Lead Installer

Install networking components for AT&T Cellular Sites

Troubleshoot Networking Devices& Issues

Programming Network Devices and Assign Static IP Address to connect

Devices to AT&T Network and Creating Trouble Tickets

Troubleshooting/configure : Cisco IOS Commands, Cisco Routers,

Cisco Switches,Siads, CCU, 3206, and RRUW, RNC, ALU and L2 Testing

in a Cell Site

Cutover new RF equipment, Install Cards, and implement policy and

procedures

Setup of T-1 technology, ISDN-BRI, and CAT 6 wiring

Internet connections PPPOE, PPP, POE, Frame Relay, ATM,

Authentication, IPV6

June 2006 - Sept KONE Elevator Miramar, FL

2010

4th Year Elevator Apprentice

Create Templates for installation

Assist and install New elevator equipment, install/wire/setup

elevator controllers

Comprehend the functionality and operation of the elevator theory

to troubleshoot preferences and issues with controllers.

Welding, Fabricating, and creating new setup methods'

Receive/Inventory of equipment and ordering parts

Reading and applying mechanical diagrams for installation and

electrical diagrams

Servicing/Maintenance of Elevators and Escalators and creating

Trouble Tickets

June 2002 - Jan The Answer Group Ft. Lauderdale,

2006 FL

Help Desk Tier 2 Technical Support

Provide inbound/outbound tech support to end users with exceptional

Customer Service Oral and Written

Provide Technical support on PC

hardware/software/internet/networking/connectivity issues

Provide Tier 2 Tech Support for Business customers for IP/Static

IP/VoIP/Switches/Routers and other networking devices.

Handled Escalated Existing/New Customers to insure issues were

handled efficiently

Creating Trouble tickets on People Soft

Troubleshooting Business customers with LAN/WAN issues with network

configuration issues, and network devices such as Routers,

Switches, and Mid-Level Servers.

Configure Cisco Routers and Switches, Firewalls, VLANS, STP, VTP,

ACL, NAT, and routing protocols OSPF, RIP V1 &2, EIGRP, BGP.

Education

Aug 2000 - Feb High Tech Institute Orlando, FL

2002

Applied Associates in Science

Computer Networking and Information Technology

Certifications

ICND 1CCENT Certified

ICND 2 CCNA Certified

Working on CCNP Route/Switch/Troubleshooting

Contact this candidate