Customer Service Technical Support
Resume:
Ronald Augustus Matthews Jr.
Skills
Tiger OS, windows NT, 2000, XP professional, Vista, and UNIX commands, Telecommunications with the 805.11 technology (Wimax), Computer
troubleshoots and repairs of hardware and software, Active directory, IT Customer service skills, Install and troubleshoot coxiest cable, cate 5, power
over Ethernet and fiber, Install and troubleshoot VPN and remote desktop issues, Knowledge in Microsoft Exchange server, Knowledge in Microsoft
Office suit, Knowledge of home networks and power line network, Knowledge on how to install and troubleshoot cable modems, Install config files
for foundry, valares, Omin relay’s, dig modems, and BCU's, Troubleshooting internet and network issues, Warehouse Associates duties, PDA
Troubleshooting skills, ICMP commands, Configure Home network, Knowledge of FTTH and telnet in Residential Gateways or Innomedieas,
Knowledge of digital and HD cable, Knowledge of DSL and High speed internet FTTH, Knowledge of access line (copper) and DPS fiber,
Knowledge how to configure and troubleshoot routers. Troubleshoot Smartphone, PDA’s and feature phones, Setup batch files with DOS, DOS
commands, Ghost Images with Norton, Troubleshoot VOIP and PSTN, commission switch cellular sites and troubleshoot star networks. Run
software test for database and IT applications on Exchange server platform. Help desk, technical support, and telecommunications
experiences.
EMPLOYMENT BACKGROUND
Verizon wireless level 1 technical support April 1, 2010- July 15, 2010
1st time resolution team. AHT 8-10mins, take 30-45 call per day. Assist customer troubleshoot feature phones, PDA’s, and Smartphone’s. Assist with
software downloads. Troubleshoot dropped calls from cell phones. Verify possible switch/cellular issue.
SureWest Communications / Manpower Agency Level 1 and 2 Technical support December 22, 2008-
March 4, 2010
Roseville, CA
Job duties: First call resolution team that handles inbound calls of residential and business customers. Troubleshoot and repair, digital TV service, HD
service, DSL service, home network issue with Linksys and Ingenious router, Access line, and digital phone service. Then knowledge with FTTH
network with residential Gateways. Gain skills on troubleshoot Email issues with Microsoft outlook, outlook express and with Sure west web portal.
Gain knowledge on copper and fiber network infrastructure with cable, video and data. Used ICMP commands to troubleshoot customer cable, video
and data issues. Gain Knowledge in troubleshooting and functionality of SureWest products like Ethernet Gateways, switches, four port
modems/routers, STB and how to configure them. Understand now to telnet to innomedieas and Residential Gateways. Knowledge of SIP, IGMP,
MGCP and multicasting on copper and Cisco Network.
Volt Temp Agency Level 1 Iphone technical support October 1, 2008-November 4, 2008
Sacramento, CA
Job duties: Handle inbound phone calls about Apple Iphones. Troubleshoot technical issues, install applications, VPN, and email accounts. Answer
questions for customer about functionality and specification about Iphones 3G. Resolve issues with ITunes music and the ITunes application
Clearwire Field Technical August 25, 2007 – January 11, 2008
Sacramento, CA
Job duties: Install, configure, maintain and troubleshoot Cellular Microwave antennas for Dragon wave Redline, and Ortogon at microwave network
sites. Install, configure, maintain and troubleshoot Foundry, Valera, Omni, BAP Heads, Digi Modems, Fiber cable, power over Ethernet, and BCU
that are inside cabinets for the WIMAX technology (which is the IEEE 802.16: Broadband Wireless) for the Sacramento, Stockton, and Modesto
markets. Also maintain, keep inventory of equipment and issue equipments within the Clearwire warehouse to Sub contractors.
National Imaging Associates/Magellan Healthcare Services Help Desk Representative December 2005-
April 2007
Rancho Cordova, CA 3 years Experiences
Job duties: Level 1 of Technical support for doctors, internal and external clients of NIA/Magellan with VPN and remote desktop. Managing network
LAN access like permission, and unlock users account logins with Active Directory. Computer hardware, peripheral devices and software
troubleshooting within the Microsoft Exchange Server Platform for local call centers. Assist Clients with Microsoft Office, Manage client’s Perfect
tracker and Heat ticketing systems for resolution. Approving and Denial of Pre-Authorizations for radiology testing for patients within a wide variety
of healthcare carriers. 1st point of contact for application issue from internal or external clients, run testing on IT applications and databases,
research and analysis the issue, assign issue to ticketing system, give update of the issue, Next follow up with team players to find resolution
of issue, then contact to team manager inform them the issue are resolve, then close the ticket with detail info .
Apple Computers/ Volt Agency Customer Support Representative October
2004-October 2005
Elk Grove, California
Job duties: Assisting customers with the Apple Care Plan. Resolve inbound calls with ISP issues, providing excellent customer service in sales. Direct
calls from inbound customers for resolution of issues. Sell and Enroll customer products in the Apple Care Protection plan
Millennium Digital Media-Cable Company Installation Technician/troubleshooting 2003-2004
Millersville, Maryland
Job duties-Online technician troubleshooting digital cable TV,cables and cable modems. Troubleshoot and installing external modems for internet
access, install DLL and EXE files from CD to computer. Use TDR, signal meter and locator. Running CAT5 and coaxial cable types of RG 6, 7, and
11 for cable television, HD and broadband cable speed. Learn how to execute loopback address, ipconfig release and renew to resolve internet issue.
Test broadband speed; learn how to troubleshoot Nic card, router and firewall issue.
Comcast Cable Installation Technician/troubleshooting 2001-2003
Gambrills Maryland
Job duties-Online technician troubleshooting digital cable TV,cables and cable modems. Troubleshoot and installing external modems for internet
access, install DLL and EXE files from CD to computer. Use TDR, signal meter and locator. Running CAT5 and coaxial cable types of RG 6, 7, and
11 for cable television, HD and broadband cable speed. Learn how to execute loopback address, ipconfig release and renew to resolve internet issue.
Test broadband speed; learn how to troubleshoot Nic card, router and firewall issue.
EDUCATION
Anne Arundel County Public School Edgewater, Maryland Graduated-May 2000
Computerized Desktop Publishing
Annapolis High School Annapolis, Maryland Graduated –June 2000
Baltimore Community College Baltimore, Maryland Graduated 2002
Computer Troubleshooting Repair/Information Technology
TESST College, Major Network Information Baltimore, MD 21227 Graduated-May 003
References available upon Request
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