Management Manager
Resume:
Craig Johnson
Wenonah, New Jersey 08090
Objective
To obtain a position that will permit continued growth and utilization of
strong interpersonal and service skills in management, information
technology, helpdesk support, planning and professional networking
Professional Experience
Telepoint Communications Inc.
February 2010 - Present
IT Helpdesk Tech
. Manages company software
. Provides Computer Maintenance
. Serves as a liaison between Verizon and clients; training clients on
various Verizon software
Staffing & Consulting Inc./The Water Shoppe Inc.
September 2006 - December 2009
Office Manager /Net-Admin/ Software Support / Shipping & Receiving
. Maintain all office functions.
. Handle all incoming & outgoing data and catalog.
. Provide the sales teams with all new info and invoices.
. Maintain all new company hardware and software.
. Keep all incoming funds and make deposits.
Vartec Telecom Inc.
October 1997-June 2006
Network Trouble Resolution Center - Senior Technician
. Provide resolution of network faults for Commercial and Dedicated Access
customers.
. First point of contact for escalations of Major Account clients with
revenue of $5,000+.
. Utilize SMS 800 Database for the assignment of Toll-free service to
Dedicated T-1 and Business customers.
. Operate the DEX MegaHub & DMS switch to diagnose symptoms.
. Employ Cisco Routers while moving between switches
. Determine network troubles by use of Sage 950RTS
. Capture SS7 messaging with INET.
. Establish network trends utilizing the Trouble Management System: Remedy
4.0
. Monitor underlying carriers call completion statistics.
. Perform routing changes based on Trunk Group activity.
. Complete provisioning functions such as ANI changes, authcode changes and
toll free routing changes.
. Train all new technicians on our systems and basic troubleshooting
Set up standards & procedures for training of all new technicians
Sprint Spectrum/American Personal Communications
December 1995-June 1997
Senior Lead
. Designed and implemented monitoring programs for the performance of
Help Desk representatives.
. Received and resolved escalated calls for customers ranging from
billing to troubleshooting network faults.
. Generated weekly and monthly reports to Management on specific
performance criteria.
. Monitored alarms on DMS250
Skills
Remedy Trouble Management System
SMS
SS7 Messages
Cisco Routers
DEX switches
DMS switches
Microsoft
Education
Paul Smith College (Hotel and Restaurant Management)
Certificate Received 1989
Glassboro State College (Business Management)
Certificate Received 1991
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