Technician Quality Assurance

ALAN MCKNIGHT

**** ********* **** • Shingle Springs, California 95682

****.********@***********.*** • Home: 530-***-**** • Cell: 530-***-****

TECHNICAL FIELD SUPPORT SERVICES

Track record of success in technology/telecommunications troubleshooting and repair

Results driven technical professional experienced in supporting network and PC related issues.

Proven achievements in managing client interactions and resolving technical problems quickly.

Adept at devising strategies to streamline business operations and improve technician

productivity. Able to handle multiple tasks effectively and master innovative software and tools.

Proficient in on site/remote service for dynamic, on call retail environment.

Highlights of Expertise:

• Team Leadership • Troubleshooting / Resolution • Process Improvement

• Emerging Technologies • •

Network Deployments Client Relations

• • •

Quality Assurance Budget Management Training & Support

Technical Proficiencies:

Platforms: Microsoft Windows, Mac OS X

Tools: Active Directory, SMS, Xtalk, Procomm Plus, RMS, P2K, Eticket, Microsoft

Office Suite

Hardware: Laptops, PCs, Servers, Telephone Switches, Routers, Voice/Data Network

Appliances

Networks: Fiber Optic, Microwave Radio, VoIP, VPN

PROFESSIONAL EXPERIENCE

IT Professional Consulant

TAYLOR MORRISON HOMES FOLSOM CAIFORNIA JAN 2009 DEC 2009

Complete IT support for construction, sales offices in Northern California, Reno Nevada and

corporate offices in Folsom, Ca.

This support was at desktop, server, phone, and network level, included setting up new locations

with computers, network access and remote support.

Responsible for ordering internet access and phone service for remote sites.

Responsible for cost cutting measures, that resulted in a $50,000 savings in communications bills

for the year.

Job also required remote access support and one on one training of new remote users.

SPRINT COMMUNICATIONS, Sacramento, California 1985 2008

Senior Technician Support Engineer (2005 2008)

Serve as lead technician and top tier support representative for Sacramento team. Coordinate

upgrades to operating systems and hardware components for Sacramento area retail facilities.

Oversee scheduling and fulfillment of on call duties for emergency repairs. Train and mentor

junior team members.

Key Contributions:

• Delivered 200% improvement in annual customer satisfaction scores.

Streamlined support/repair processes and implemented new technologies to drive down service

costs, managing operations within budget and overtime constraints.

Configured and installed Cisco VPN solution to facilitate secure, remote access for problem

resolution.

Recognized by superiors as Subject Matter Expert and team mentor for strategic troubleshooting

and expedited problem resolution; singled out by direct supervisor as vital component to team

success.

Isolated and eliminated Trojan Worm, remediating security gaps that had exposed numerous

systems.

Enterprise Service Technician Support Engineering II (1995 2005)

Provided basic/advanced level hardware and software support in complex, fast paced, 7 day per

week retail atmosphere. Interacted with clients to understand concerns and determine necessary

steps to resolve problems. Conducted troubleshooting for laptops, workstations, and point of sale

equipment such as signature pads, cash registers, printers, and scanners. Documented issues

and resolution activities. Trained and coached retail staff on new technologies.

Key Contributions:

• Lead numerous network and system deployments, to include Active Directory, mail system

integration, network upgrade, and migration to Windows XP, on time and within budget

parameters.

Surpassed corporate service level objectives, achieving 95% SAMR, BFIM, and DTE; 90% IQM;

and 85% metro, retail, and remote scores.

Developed quick repair disk to enable remote technicians to access critical repair documentation.

Conducted extensive quality testing and support for new wireless capabilities for field technicians.

Recommended infrastructure improvements that eliminated system redundancies and slashed

technology costs.

Provided extensive service support to facilitate transition of merged Nextel sites to common

solution platforms.

Network Analyst (1989 1995)

Supported fiber optic and microwave radio networks for 24 state region. Oversaw technician and

equipment database solutions. Prepared outage reports and trouble ticket assessments.

Surveillance Technician (1987 1989)

Coordinated and dispatched 200 person team of technicians to maintain and repair networks

across 24 states. Identified and prioritized critical issues and facilitated adherence to preventive

maintenance schedules.

Senior Technician/Senior Switch Surveillance Technician (1985 1987)

Conducted system repairs and network call routing. Ascertained and resolved network problems.

Interfaced with client accounts to ensure top notch service delivery. Trained/mentored junior level

technicians.

** ** ** ** **

Additional experience with General Telephone of California (now Verizon) as

Maintenance/Repair Technician.

EDUCATION/TRAINING

Ongoing Technology & Telecommunications Training in areas of Compliance, Security,

Internetworking, wLAN, Implementation & Support, and Project Management

SPRINT UNIVERSITY OF EXCELLENCE

Laptop/Desktop Repair Certification

DELL CORPORATION

A+ Certified ~ Dell Certified ~ HP Certified ~ FCC Class 2 Radio License

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