Technician Manager

BENJAMIN TODD RUBEL

**** ******* *** **** 813-***-****

Wesley Chapel, Fl 33543 ********@*******.***

PROFESSIONAL SUMMARY

Seasoned Computer Support Technician with experience in internal and commercial help desk

environments, along with face to face experience with external customers. Proven success in many areas of

technical support, workstation construction and installation to Tier 2 Support Technician. Considerable

supervisory experience as an ISP Help Desk supervisor and in the Income Property Management field.

SKILLS

Install and Troubleshoot Windows XP, Vista, and Application Support MS Office Suite, Lotus

Windows 7 Notes, Lotus, Sametime, Browser support,

TCP/IP and DNS configuration and troubleshooting Symantec and McAfee Antivirus

Antivirus and Malware removal Application Access Administrator (CMISWeb)

Remote Access Support VPN, ISDN, modem, RDP, Personnel supervision

VNC and Telnet PC assembly and hardware troubleshooting

TCP/IP and DNS configuration and troubleshooting

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PROFESSIONAL EXPERIENCE

GTE\VERIZON\FRONTIER COMMUNICATIONS, Tampa, Fl 1997 – 2011

MTS Technician

Obtained 96% First Resolution rate on Tier 2 tickets and 88% First Touch Resolution rate as

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a Tier1 technician, resulting in fewer issues sent to Tier 3 support.

Established procedures for Tier 1 to Tier 2 ticket submission to insure the required

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information was passed to the next level of support.

Standardized the process for Malware removal increasing the First Touch Resolution and

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reducing the time to resolution for these issues.

Exceeded SLA completion of CMISWeb profiles creation.

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Insured same day processing of VITL Exception records.

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Awarded the Chairman's Silver Leadership award.

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Professional Experience Prior to 1997:

SPRINT INTERNET PASSPORT, Tampa, FL, Helpdesk Supervisor

GATORBAIT SOFTWARE, Palm Harbor, FL, PC Technician

SIBEX ELECTRONICS, Safety Harbor, FL, Printed Circuit Board Technician

CREATIVE REALTY SOLUTIONS, Tampa, FL

Various positions in the Real Estate Management Industry including: Property Manager, Regional

Director and Owner

EDUCATION

A.S. Computer and Networking Technology, United Electronics Institute

RPA Designation, Building Operators and Manager's Association

C.P.M. Designation, Institute of Real Estate Management

Finance/ Political Science Wright State University

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