Technical Support Quality Assurance

[pic] *** Red Robin

St.

Gerald "Mitchell" Sarver Jr.

patterson ca. 95363

Cell: 209-***-****

abkcd5@r.postjobfree.com

COMPUTER & ELEcTRONIC ENGINEERING

I am an experienced technical professional who works well with minimum

to no supervision. I'm also very computer literate, with strong

electronic, electrical and mechanical skills. I'm a customer oriented

problem solver with the ability to adapt to new situations. I am very

quick learner with a strong desire for continuous personal growth.

Reliable, and hard working, I'm a dedicated team player who works well

under pressure. I have diverse technical experiences that include:

> Server/Network Monitoring

> Windows Administrator in a Multi-Server Environment

> Detail Oriented with Multitasking Abilities

> Excellent Verbal/Written Communication

> Experience in a role involving direct customer contact on a daily

basics.

> Windows Desktop & Server Operating Systems

> Seritel, Clerify & Right Now Trouble Ticketing & Tracking Software

> Knowledge of TCP/IP and network technologies and topologies, as well

as it varies uses. (IPTV, VOIP, HSIA)

> Proficient with Windows Office-based applications (Word, Excel,

PowerPoint, Raptor, Python, Microsoft Visio)

> Proficient in hardware and software installations, configuration,

troubleshooting, diagnosis and repairs.

> Programming languages (Python, C++, HTML)

.

PROFESSIONAL EXPERIENCE AND

ACCOMPLISHMENTS

Technical Support Tier 2:

AT&T (thru ASAP) 01/2010 - Present

> Tier 2 Technical Support for AT&T U-Verse product

> Conducted daily troubleshooting of Internet Protocol TV (IPTV), Voice

over Internet Protocol (VOIP), and High Speed Internet (HSIA),

including LAN/WAN support via phone and e-mail.

> In a team setting, work to ensure open issues are properly tracked

while proper documentation of troubleshooting steps, and of

resolutions.

> Troubleshooting of hardware and software issues via phone, remote

operations, and email

> Work with team members to ensure open issues were properly tracked,

kept current, and transitioned during shift changes

> Trained in the use and troubleshooting of 2wire equipment.

Technical Support: 08/2008 - 09/2009

Wells Fargo (thru Randstad) Tempe, AZ

> Troubleshoot Digital Certificate problems

> Provide application maintenance and problem resolution

> Operational experience in an AS400 and Microsoft database computing

environment.

> In a team setting, work to ensure open issues are properly track, data

integrity is maintained, and proper documentation of resolutions

> Routinely handled multi-million dollar accounts

> Assisted internal, external, and Merchant clients

Technical Support: 11/2007 - 07/2008

Logitech (thru e4e) Phoenix, AZ

> Provided Tier 1 Video and Webcam Technical Support

> Troubleshooting of hardware and software issues via phone and email

> Utilized Seritel, Right Now and Logitech Software

Technical Support: 06/2007 - 11/2007

ResolutionsMSP Mesa, AZ

> Provide technical support, troubleshooting and application maintenance

for the Anti-Cyber Malware product

> Work with team members to ensure open issues were properly tracked,

kept current, and transitioned during shift changes

> Assist with product testing and quality assurance

MIS Technician: 07/2005 - 05/2007

Casino Pauma Pauma Valley, CA

> Monitor and maintain system functionality and readiness

> Troubleshoot and resolution of internal system issues

> POS (point of sale) System Application and maintenance

> In a team setting, ensure open issues are properly tracked,

maintained, and transitioned during shift changes

> Experience configuring and maintaining Active Directory permissions

MILITARY

EXPERIENCE

Section Leader 1995 - 2003

US Army / Army National Guard Worldwide

Assigned the Nuclear, Biological & Chemical Non-Commissioned Officer

position (NBC NCO)

> Supervise and instruct personnel in work techniques and procedures

> Plan, organize, schedule and conduct Nuclear, Biological and Chemical

protection training programs

> Prepare and evaluate reports and assist in the computation of

radiation factors

> Manage and maintain multi-million dollar sensitive military equipment

without any loss

EDUCATION

Associate of Applied Science Degree - Presently Attending

Computer & Electronic Engineering Technology

ITT Technical Institute Temp, AZ

High School Diploma 1993

Lincoln Prepatory High School San Diego, CA.

ADDITIONAL TRAINING

Hazardous Waste Handling - Certificate 1999

NBC Advanced Training - Certificate 1998

Combat Lifesaver - Certificate 1998

Logistics Systems - Certificate 1997, 2001

Chemical Operation Specialist - Certificate 1995

Introductory Military Training - Certificate 1995

AFFILIATIONS

National Society of Black Engineers (NSBE)

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