Customer Service Technician

Derric T. Wynn

**** ****** **** ****** #***

Bedford, TX. 76021

214-***-**** / **********@*******.***

SUMMARY

A professional with over seven years in IT /Telecommunication, servicing,

consulting, network administration and computer repair industry.

. A Highly skilled technician with expertise focusing primarily in Helpdesk

Management, hardware installation, Network Troubleshooting and Network

administration.

. Clear speaking individual, with excellent communication skills who is

focused on exceeding company goals.

TECHNICAL SKILLS

. Extensive knowledge of Windows: Windows 7, Windows ME/98/95, Windows NT,

2000 Windows 2003 Server and XP Operating Systems. Familiarity with

Unix/Linux, Windows Vista and Mac Operating System.

. Hardware Maintenance/Assembly - built and disassembled computers,

laptops and servers. Configured various system hardware/software

components, upgrades, setup desktops, servers, routers, wireless access

points, printers and switches. Performed Data recovery/Migration and

encryption.

. Network Architecture/Topology: - Evaluated LAN/WAN and WLAN

configurations, and effectively performed installation, maintenance, and

various task to ensure optimal conditions. Installed Configured routers,

switches, NAS backup solutions and wireless access points.

Created/Installed cable from demarc to endpoint. Terminated to customers

specifications (rg-6, rj-45, rj-12). Familiarity with OSI model and its

various layers. Basic understanding BGP protocol.

. Telecom Network Topology: Proficient with SS7 Messaging, LNP, Lucent

Translations, Nortel Translations, 911 platforms (phase 0 phase 1, phase

2) Proficient in SMS data network, AAA server, STP configuration. And

more.

. Microsoft Office Suite - Proficient in most aspects of

Microsoft Office suite

. Lotus Notes - Able to install, configure,

and troubleshoot lotus notes software

. Entry Level C# Programming - Ability to code windows form and console

applications in C# using .NET framework 3.5 and Visual

Studio 2008.

. Blackberry Products - Familiar with blackberry desktop

manager. Capable of walking customers thru Blackberry sync with exchange

and lotus notes. Also able to setup blackberry IP modem for various

carriers. Familiar with BES console, know how to remove IT policy, also

familiar with BIS, BES email setup and BB software install/uninstall.

Certifications:

. Comptia A+ Computer Technician Certification

Work Experience:

IT Helpdesk Specialist

April 2010 - Present

Fonality Inc. Plano, TX

Fonality is a multinational VOIP software company with 300+ employees. I

currently serve as IT helpdesk specialist for the entire company this

includes remote support for users in Australia, Philippines, as well as our

state-side locations in Los Angeles and Plano, TX. Here I create all user

accounts/access for new employee's delete accounts/access for term'd

employees. I manage company email domain. Monitor the ticketing system.

I also maintain the PBXtra VOIP phone system. I provision phones and asset

tag and track equipment. I am also responsible for providing remote desktop

support for telecommuters and I alter user permissions/access on the

network. I install, maintain and repair all printers, desktops, laptops,

UPS, NAS, switches, routers and rack-mounted servers. In this position I

successfully serve as desktop support, helpdesk support, repair technician

and network administrator.

Enhanced Wireless Technical Support September 2008 -

April 2010

Sprint/Nextel Fort Worth,

TX

As a member of Sprints Enhanced Wireless Technical Support assisted with

Sprint's Top Corporate accounts(Time Warner, Walmart, Coca-Cola etc.). I

interfaced with the POC's of various companies IT departments and BES

administrators serving as the end tier support for all IDEN, CDMA, and 4G

technical issues. I was responsible for resolving BES issues where

contacts and email were not syncing. Troubleshooting users not receiving

BES email after data connection has been verified via removing exchange

outlook rules that filter email to blackberry. Also responded to

escalations with urgency and maintained a 93% Issue resolved average for 12

consecutive months. I was instrumental in identifying SS7 routing and

translations errors providing information key in resolving the issues. I

also utilized RF tools such as CDR mobile records, Network Outage boards,

and Cell site failure rate tools. EWTS acts as sprint's elite customer

facing tech group.

Advanced Technical Support

Sprint/Nextel Fort Worth,

TX

As a member of Sprint's advanced technical support team I was responsible

for troubleshooting various EVDO devices including but not limited to, Air

cards, blackberry devices, PDA's and Laptops with imbedded EVDO wireless

cards. Assisted users having difficulty with using sprints broadband EVDO

-services while attempting Phone-As-Modem connections with both MAC and

Windows Vista/XP laptops. Assisted users with setting up POP3 email accts

or corporate email on BES and non BES blackberry devices. Resolved

numerous AAA server authentication errors due to invalid NAI (error

67,error 1012). Analyzed SMS errors over the network including delayed

messaging, Contacted inter-carrier (Metcalf) Sybase 365 to resolve inter-

carrier messaging termination issues. Also assisted with customer service

aspects such as walking users thru manual programming of PDA devices,

changing ESN numbers and changing of price plans or discussing billed

charges.

Hardware/Mobile Support (90day contract) March 2008 -

July 2008

Countrywide Financial Plano, TX

Supported internal countrywide employees with a wide range of technical

issues including but not limited to, Laptop hardware/software issues,

Desktop hardware/software, data encryption, lotus notes 6,6.5,7.0, Nortel

VPN client remote access troubleshooting, HP network printer

troubleshooting, Blackberry BES administration, Wireless air card

activation/troubleshooting. Responsible for urgent break/fix support of

loan officers laptops. I supported users from all over the country via

phone in a fast paced environment. I monitored and responded to outages

and software rollouts.

Field Engineer (90day contract) December 2007

- March 2008

Northrop Grumman Irving, TX

As Field Engineer I was responsible for maintaining all Verizon telecom PC,

Laptops and Servers in the Dallas Fort Worth Area. Based in Las Colinas

(Irving) my team and I handled re-imaging, hardware repair, software

repair, Active Directory administration, Lotus notes/ Outlook

administration, data migration, data encryption, data recovery, advanced

user software support and advanced desk-side support. We are IT support

for 60-80 Verizon Telco NOC's, call centers, executive offices, labs and IT

centers.

Technology Consultant (90day contract) November 2007 -March 2008

Fluid Consulting Plano, TX

I served as technology consultant and project manager for several of

Fluid's clients throughout the Dallas-Fort Worth area. Performed

installation of Dell Power Edge server, configured multiple workstations

and ensured connection to the network. I setup and configured users

accounts on Microsoft Exchange Server. I also performed data

migration/recovery from old machines to new workstations. I was

responsible for proper documentation of all progress also created daily

status reports.

Analyzed various clients' networks to evaluate threat level and provide the

best antivirus solution to the client. I provided clients with desk-side,

phone, and remote support via remote desktop tools. I assist users with

network printer installations, archiving of PST files, creating user

profiles in Active Directory, and basic operating system troubleshooting.

I at times order and purchase equipment on the clients behalf to complete

an implementation or repair project.

PC Helpdesk Technician/Network Admin (90day contract)

August 2007 - November 2007

Glazers Family of Companies Addison, TX

One of 4 helpdesk techs we support over 4200 users on the Glazers network.

Assisting with a wide range of technical issues on Dell and Fujitsu

desktops and laptops, such as data recovery of crashed desktops and

laptops; Digital re-imaging of desktops and laptops, assist field

technicians with Cisco VPN client errors, correct WLAN errors, operating

system failures/errors and any other software or hardware error users may

encounter while using the computer. Utilizing remote administration

software, most issues can be resolved remotely however there are times

where on-site help is rendered for things such as motherboard installation

or for VIP/ Executives such as Bennett Glazer our chairman.

Network administration consisted of using Active Directory to add new users

onto the Glazers domain network, map network printers and network drives as

specified by user. Assign user rights to new employees, and assist with

change of location requests and password resets on locked domain accounts.

I configured AS400 sessions and AS400 print sessions on the user's machines

and escalate AS400 errors or issues to the on-call programmer. Installed

and configured many other applications such as Lotus Notes and configured

it on the Domino server, Citrix Prodiver, install and configure Cisco VPN

Client and Verizon Access Manager for EVDO air-cards. Manage the

Blackberry Enterprise Server by adding new users onto the BES, installing

blackberry desktop manager and then walking the user thru the initial

synchronization process.

IMPLEMENTATION ADVISOR (30day contract) July

2007 - August 2007

AT&T Dallas,

TX

I was responsible for order implementation of AT&T's U-verse project. I

was required to understand the AT&T u-verse network and services offered by

AT&T. Insured that all orders for AT&T's service were accurate, also

monitored for any fallout or flaws in the orders. Errors occurred

frequently and I was required to track those errors using a program called

Clarity and resolve various conflicts causing fallout errors, this often

required coordinating with other departments as well as onsite technicians.

PC Repair/Support Technician (30day contract) June 2007 -

July 2007

VOLT TECHNICAL RESOURCES Bedford, TX

Worked in a team environment responsible for TRP (Technology Refresh

Project) Project consisted of de-installing 900 PC's at BLM's client

location, Bell Helicopter in Bedford, TX. After the de-install, Installed

new PC's while maintaining customers personal data, (PST files, Favorites,

and special applications) Also set user Admin rights and assited with any

additional customer issues that arose. Located and documented, using asset

tag information, each old piece of equipment in the organization.

Technician/ Network Repair Bureau April 2003 - May

2007

VERIZON WIRELESS Southlake, TX

For displaying great aptitude in troubleshooting and after successfully

completing my Technician's assessment I was promoted to Technician status.

I then became responsible for in-depth knowledge of Lucent and Nortel

Translations, CDMA network architecture and SMS issues. I was now also

responsible for resolving various data issues on the network included but

not limited to STP loads, Get it Now platform issues, Wireless internet

Gateway issues, AAA authentications sever. In addition to my prior

responsibilities such as 911, LNP, SS7, SMS, Broadband Access Issues,

Device conflicts with customers' laptop, etc.

Associate Technician/ Network Repair Bureau

VERIZON WIRELESS Southlake, Tx.

I used various trouble shooting techniques to resolve trouble tickets

involving each part of the network. Resolved system performance,

Translations, Local number Portability issues (LNP), SS7 issues. I have

worked with our NOC and cell techs to resolve CDMA System performance/ RF

issues (dropped call, fast busy, no service). I worked with NOC personnel

to resolve 911 issues (Selective router issues, ESRK etc).

Technical Support Technician

VERIZON WIRELESS Columbia, Maryland

I worked directly with customers to resolve various issues. I provided

Technical assistance to customers regarding both equipment issues as well

as user error. Served as tier II support and assisted customers with a

wide range of technical issues involving both voice as well as data. While

in this position I received various awards for outstanding performance and

quality. I utilized Remedy ticketing service to open trouble tickets for

various Roaming issues, ESN mismatch, Static distortion issues, Fast busy

signals, Voicemail platform, AAA server issues, etc.

Customer Service Representative

VERIZON WIRELESS

Columbia, Maryland

Answered incoming Phone calls and provided stellar service to Verizon

Wireless customers. Resolved customer billing inquiries, also provided

Lead support as a Senior Representative. While in this position received

several accommodations for outstanding service, attendance, and going above

and beyond for the customer. I was promoted to Technical Support in March

of 2004.

Customer Service/Telemarketing Representative Sept

2002 - April 2003

TELAC/ACCESS WORLDWIDE Hyattsville, Maryland

Answered inbound phone calls and up-sold various long distance services for

Sprint communications, AOL, and United Airlines. Drastically increased

communication and interpersonal skills and quickly became a valuable team-

member.

Communication Technician Sept 2001 - March

2002

Prince Telecom Temple Hills,

Maryland

I installed moderate to complex data cable installations. Focused

primarily on cable modem wiring, and computer configuration of various

Operating Systems including but not limited to WINDOWS 98', WINDOWS 2000,

WINDOW Me, Linux, and Mac. Installed NIC cards and made adjustments to

routers. Reconfigured TCP/IP settings on various user's computers. Routed

CAT5 cable and Coax Cable from the Tap/telephone pole, to the ground block,

and finally to the cable modem itself.

Greeted all customers in a pleasant, professional manner, utilized

interpersonal skills to reduce customer's concerns and answer questions

related to data cable installation. Communicated clearly and concisely

information about cable modem operations based on good sound extensive

knowledge of cable installation. A Team player demonstrated this by

consistently volunteering for additional assignments to lighten company

workload and also managed multiple tasks simultaneously.

I served as a "Quality Control Technician/Lead Technician" assisting newly

hired technicians. I assisted with resolving customer's concerns in

regards to the installation problems via telephone. Trouble shoots

difficult areas of cable installation and work well under pressure to

ensure quality cable installation. I maintained compliance to company and

industry procedures and practices.

Quickly read maps using geography and demographics of an assigned area to

locate job site. I Served both Prince Georges and Montgomery Counties.

Help Desk Technician - Student 1998 - June

2000

Bowie State University Bowie,

Maryland

Derric T. Wynn - Resume

Cont'd

I provided administrative support and assisted students as well as faculty

with a wide range of computer hardware and software problems. Guided and

worked directly with students through installation of hardware and Network

troubleshooting.

EDUCATION Attended Bowie State University - Bowie, Maryland

Major - Computer Technology

REFERENCES - Available upon Request

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