Mark B. Austin A+, MCP

***** ********* ***

Overland Park, KS 66210

913-***-****

abj3et@r.postjobfree.com

TECHNICAL COURSEWORK

IKON Office Solutions, Overland Park KS

. Completed technical training classes at IKON

. A+ Core Hardware and Operating System

. Windows NT 4.0 Support Fundamentals

. Windows 2000 Network &Operating System Essentials

. Implementing Windows 2000 Professional, Server and Infrastructure

. Implementing & Administering Windows 2000 Directory Services

. Designing a Windows 2000 Migration Strategy

. Netware 5 Administration

New Horizons, Overland Park KS

. Scheduled classes

. Managing a Windows 2000 Network

. Comptia Network Plus

OTHER EDUCATION and PERSONAL DEVELOPMENT

Longview Community College

. Business related coursework

. Accounting, Economics, Business Law, Business Management and

Administration

University of Phoenix

. Business Management degree courses.

o Completed approximately 90 hours towards Bachelor Degree.

Landmark Education

o Completed the Curriculum for Living series

SUMMARY OF EXPERIENCE

Comp TIA A+ Certification

. Two years experience, previous to formal training, with core technologies

. Three years experience with Windows 95\98 platforms.

Windows NT 4.0:

. Completion of Windows NT 4.0 classes

. Possess working knowledge of NT Server and Workstation operating systems.

Windows 2000 Certification

. Microsoft Certified Professional

. Installing, Configuring, and Administering Microsoft Windows 2000

Professional

. Installing, Configuring, and Administering Microsoft Windows 2000 Server

CNC Milling and Cutting Machinery:

. Worked in the Wood Products industry for 15 years.

. Operated and maintained various computer operated machines.

. Involved with programming through application software on the Windows

95\98 platforms.

WORK EXPERIENCE

Everest Connections / SureWest Communications

Business Customer Care Manager 2006-2009

. Oversaw Service Order Coordinators, Billing Specialists, and Customer and

Technical Service personnel for all business accounts

. Provided process training for Account Executives for the Business Sales

Team

. Responsible for maintaining installation calendar, churn and term

renewals for new and existing accounts.

. Provided sales support for Business Sales Team

. Developed and implemented new processes and software enhancements for

Customer Care / Sale Support Team

. Provided and maintained departmental metrics for Customer Care / Sale

Support Team

Everest Connections, 9669 Lackman Rd.

Call Center Supervisor 2003-2006

. Investigate and work escalated issues from Technical Support and Customer

Service representatives.

. Training for call center employees

. Oversee day to day duties of all call center representatives.

. Maintain call center inbound and outbound call volume, quality, and time.

. Approve payroll for permanent and temporary employees.

. Approve and post customer account adjustments and payments.

. Perform maintenance and adjustments to customer accounts as needed to

maintain proper billing and requested products.

Everest Connections, 4740 Grand St.

Technical Support Professional 2002-2003

. Support and trouble shoot incoming calls from residential customers of

Cable TV, Cable Internet and Telephone Services.

. Create, update and maintain customer trouble tickets.

. Support and trouble shoot residential and corporate Web Hosting, E-mail

and DNS issues.

. Escalate issues to appropriate groups within Everest Connections for

resolution.

Birch Telecom, 2300 Main Street, Pershing Square

IT Help Desk Technician

. Support incoming calls at the workstation and network levels.

. Resolve all logon, mail client, Internet browser, and application

configuration (at the workstation/user level) issues.

. Escalate issues as necessary and provide pertinent information to Tier 2

personnel.

. Provide status updates to users on issues, which have fallen outside of

established Service Level Agreements

Technical Support Administrator

. Support and trouble shoot dedicated ISDN, DSL, T-1, and Integrator

accounts.

. Support and remotely manage Netopia and Vina routers for corporate

customers.

. Support and trouble shoot Web hosting customers.

. Create, update and maintain customer Trouble Tickets.

. Escalate issues to appropriate groups inside of Birch Telecom.

. Accept inbound calls from customers requiring technical support.

H&R Block, 4400 Blue Parkway

Technical Support Specialist II 2001

. Phone support for various software applications and office network

systems for H&R Block offices worldwide.

. Escalate issues to appropriate groups inside of H&R Block.

Previous to 2001,

. 1997-2000. Operated, programmed and maintained CNC machinery

. Various roles and jobs in the wood manufacturing industry and

construction

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