Customer Service Technician

MARK F. KEGLER ********@*********.**.***

** ********** ****** *********, *** York 14619 585-***-****

OBJECTIVE To obtain a position that will allow growth and career

development.

Summary of qualifications:

. Quality customer service and support experience

. Ability to adapt in a fast-paced, demanding work environment

. Strong PC skills; knowledge of hardware and software

. Knowledge of TCP/IP, Email, Microsoft OS, XDSL, LAN's; WAN technologies

. Configuring Cisco routers

. Troubleshooting networks and equipment

. Bending conduit for wiring usage

Professional EXPERIENCE

Radec Corporation, Rochester, NY (2010 - 2010)

Internship / Full time Data Tech and Electrician

Installation of Tele/Data cabling, fire, security and lighting systems in

Commercial environment.

One Communications, Rochester, NY - October 2003-May 28-2009

NOC Level I Data Repair Technician

Maintain and manage data repair tickets utilizing remedy software

Perform as primary interface for data issues with clients, vendors and

field personnel on daily basis as well as on call;

Troubleshoot and resolve repair issues for external data clients

Responsible for analyzing, testing, isolating and repairing network and

customer issues

Maintains workload through a queue, detailing each ticket with notes of

steps taken, test results and resolution data

Employ a positive, courteous and professional attitude.

Data Delivery Coordinator October 2003-May 2004

Coordinated and managed DSL turn-ups from Loop Delivery to client set up

Built DSL circuits in DSLAM and associated routing equipment;

Performs Customer Advocate duties while maintaining a positive and

professional manner at all times, during high stress situations. Takes

calls and provides status from and to customers on a regular basis.

Works tickets of a routine complex basis and may request some support of

others

Coordinated DSL turn up with our Operation's team and clients to set up

their DSL service.

Cable Express, Rochester, NY - May 2002- October 2003

Road Runner Installation Technician

Performed residential/commercial cable television, high speed data and

digital phone installations, reconnects/disconnects,

Managed changes of service in a safe, courteous and efficient manner to

exact client specifications.

Ran network cables and installation of network card; including configuring

routers and installation and configuring them to work with DHCP internet

connections.

Residential Technology Group, Rochester, NY-January 2002-April 2003

Lead Service Installation Technician

Trained field technicians to perform the installation and configuring of

High-Speed Internet, Home Security Alarm Systems, Audio/Video Surround

Sound Systems,

Configured complex computer networks for residential/commercial business

AAA Sound Service, Rochester, NY-August 2001-January 2002

Service Installation Technician

Installed and maintained low voltage systems in the New York area.

From the beginning, our dedication to finding permanent and workable

solutions for our customers have been our guiding principle. This keeps us

moving along with technological trends so our customers' access to the

best and most cost-effective equipment that is available.

Westar Technologies/Priority One Security Charlotte, NC-October 1999-August

2001

Networking Data/Computer Technician

Westar consist of installing road runner for residential/commercial

customers

Upgraded computers to conform service while configuringTCP/IP to obtain

address.

Set up e-mail and educating customers

Computer Networking Services.

Network Installations Network Management Network Maintenance Backup

Solutions Cabling and Infrastructure Network Security IT Training.

Brinks Home security Charlotte, NC-November 1998-October 1999

Service Installation Technician

Installed Brink's authorized Home Security equipment for

residential/commercial customers during and after construction in

accordance with established standards and procedures.

Coordinated with NSC personnel by telephone to adequately test the

completed system

Initiated the account to the customer and builder database.

Provided thorough explanation of the system capabilities and operation to

the customer.

Time Warner Communication Rochester NY/Charlotte NC-April 1995-October 1999

Performed new connects, reconnects and disconnects.

Performed service upgrades, downgrades and added outlets.

Installed and/or removed converters and connectors.

Makes customer drop installations (exterior and interior) complete from tap

to antenna terminals on customer equipment in both single and multiple

unit dwellings, including pre-wired units.

Maintains proper clearances.

Properly used, stored and maintained a VOM or DMM to check for "open" or

"short" on line as well as AC and DC voltages.

Read general drop system layouts from blueprints.

Repaired all converters and remotes that worked with the cable network.

Downloaded new software to keep all inventory going out up to date.

Education:

Monroe #1 BOCES, Adult and Community Education, Fairport, NY

Commercial Electricity - 2009-2010 National Center for Construction

Education and Research (NCCER)

Central Piedmont Community College, Charlotte, NC

Computer Network Analysis - 1999-2000

SUNY Alfred State, Alfred, NY

Electronic Technology - 1993-1995

Awards: Inducted into the National Technical Honor Society 2009-2010

ADDITIONAL SKILLS/CERTIFICATIONS:

CISCO Certification (BUC) 01/09 Certification of Achievement of home

Basic carpentry Buyer Education Workshop

30-hour OSHA courses in construction Pundit PCI Fiber Course:

general industry safety and health Hands-On-Training.

hazard. 06/10 NCCER Standardized training

Installation LCD TV & Home Theater. curriculum. 03/10

Bending conduit for wiring usage

Installation and service of data IP Surveillance, Security, Data, Fire

wiring, CCTV, Coax, Phone Alarm Systems Installations

systems, fiber. Wireless Systems of all Types

Windows XP Professional, Win 7 WIN98/2000,Windows Active Directory

configuration to work with Lan Win NT4.0 Software upgrades and

routers, network

hubs and switches. Mac OS systems

Knowledge of Word, PowerPoint, Excel,

Acrobat, Adobe Creative, Antivirus

software

Contact this candidate