Customer Service Sales
Resume:
Ellenwood, GA *****
404-***-**** (home)
404-***-**** (cell)
**********@*****.***
Eric L. Motes
Objective Seeking a full-time position that offers opportunity for
growth and advancement, in which my analytical,
troubleshooting, and computer skills can be utilized
Technical Skills
Telecommunication:
Data Communications (Modems, Multiplexers, CSU/DSU, Cisco and
Motorola equip.)
LAN and WAN technology, Ethernet, Token-Ring, ATM
Internet: (connectivity, browser support, email setup, and
modem set-up)
Knowledge of Data Communication Protocols (TCP/IP Suite,
X.25)
Frame Relay (DLCI, CIR, PVC)
Telnet, Ping, Trace Route
Basic UNIX skills, EDI, Traffic Analysis
HP OpenView, Visio, MAGIC, Peregrine Service Center, MAXIMO
Service Ticket System
Voice Networks, VoIP
Wireless Operations (NetTest, NetScout, RAN, Core)
24 X 7 Network Operations experience
Software:
DOS, MS WIN95/98/2000/2003/NT, HP OpenView, MS Project Tools,
Microsoft Outlook, MS Office Suite, Netscape Communicator,
Internet Explorer, working knowledge of VAX/VMS, ProComm,
Sysmann
Computer Language:
C++, Java, Fortran, entry level Web Development
Work Experience 2007-2009 IBM - Georgia Technology Authority
Atlanta, GA
Help Desk Support Service Specialist
Executed operating systems, commands, job schedules, and tape
management
Monitored systems in a single and multiple environment (24X7)
Worked with Network/Security and Platform/Applications
Management teams to resolve issues quickly while keeping
customers informed of status
Served as the first level of contact for all state operating
agencies such as GBI, GCIC, DOL, DOR, DOT, DHR, etc.
Reported state operating issues, managed ticket entry,
escalation, and dispatch using Peregrine Service Center and
MAXIMO Ticketing System
Worked closely with AT&T and IBM upper level management to
quickly resolve Severity 1 and 2 state wide issues
Performed basic preventive maintenance
2005-2007 City Boy Clothing
Atlanta, GA
Owner/Operator
Monitored all operations including customer service,
accounting, and auditing
Kept accurate computer records of inventory, suppliers,
brokers, shippers, etc.
Organized and styled merchandise for effective presentation
Recruited and trained staff working both full-time and
part-time positions
Eric L. Motes Increased annual sales production each year of business
Resume
Page 2
1999-2005 FiServ
Atlanta, GA
Network Control Analyst
Proactively monitored and maintained Circuits, Servers,
Routers, Switches, etc. utilizing HP OpenView and other
Network Monitoring Tools
Provided technical support for customers, carriers, and
internal staff regarding a broad range of issues, including
troubleshooting frame relay issues using ping, trace routes,
telnet and other network tools
Communicated and worked directly with internal staff and
end-users to identify, investigate, and resolve technical
issues in a 24 X 7 Network Operations environment
Managed ticket entry, escalation, and dispatch using MAGIC
Service Desk System
Monitored and configured customers equipment including
Motorola/Cisco routers, CSU/DSU's, and Automatic Teller
Machines
Responded quickly and effectively to alarms and productions
issues within the 24X7 Network Operating Center, and provided
telephone support for onsite and remote users
Worked closely with Telephone Companies to resolve circuit
and phone line issues
1997-1999 TranSettlements, EDI
Atlanta, GA
Network Communications Technician
Provided support for Asynchronous and Bisynchronous data
communications
Troubleshoot communication transmissions through scoping and
monitoring LTA's
Monitored data transmissions over frame relay and FTP via T1
Responsible for daily system checks, data flow programs, and
customer
support, using the VAX/VMS system
Assisted in troubleshooting and writing ASCHII, BISYNC, UNIX,
and
X-Modem script translations
Completed monthly index file conversion. Administered backup
and restored tapes
Planned and participated in disaster recovery events
Strengths
Strong troubleshooting, communication, and documentation
skills
Proven problem-solving, decision-making, organizational, and
leadership skills
Extraordinary Networking knowledge and Customer Support
skills
Ability to perform in demanding multi-tasking environment
Quick learner, self-starter, and excellent team player
Fanatical attention to detail and follow-up
Professional in appearance and presentation
Absolute passion for customer satisfaction
Successful experience in direct sales of a range of products
and services.
Education
Bachelor of Business Administration, Computer Information
Systems
Georgia State University, (Atlanta, GA): 5/12/01
GPA 3.7 (while working full-time)
Contact this candidate