Customer Service Network

J o e y T i n s l e y

**** ************* ****, ********** ** 35242

205-***-**** * *******.****@*****.***

Objective

I desire to gain quality experience that will allow me to take full

advantage of my degree in Network Engineering. In addition, I am eager to

contribute my creativity and hard work towards the success of your company

and to the growth of the fast developing field.

Work Experience

Jul 2008 - Present

AT&T - Birmingham, Alabama, Jeff McGinnis, 205-***-****

Customer Assistant

. Serves as a service leader, handling call escalations.

. Inbound call center for DSL Technical Support analyzing to correct

network troubles and performance issues.

. Check key files for problems and review operations to ensure only valid

processes are running. Reallocate resources as they become available to

optimize systems performance and recommend additional components to

improve overall performance to the customer.

. Implement complex Local Area Networks (LANs) and Wide Area Networks

(WANs).

. Develop network back-up and recovery procedures for customers.

. Verifies that the customer network is capable of providing the services

required.

. Identify customer requirements for new and modified systems based upon

analysis of business needs and services.

. Work closely with customer to install and configure commercial off-the-

shelf applications and software/hardware products to ensure seamless

implementation. Resolve any installation problems.

. Diagnoses and resolves customers network problems to include businesses

and residential.

. Ensure that businesses network and devices will meet the mission

requirements.

. Trouble shooting and problem resolution of elusive customer network

difficulties, personal computers, and other devices, such as modems and

wireless routers.

. Create network maps and trouble shoot network outages.

. Configures front-end processors, hubs, switches, and routers; monitors

network performance; analyzes network traffic patterns; and installs

network software fixes and upgrades.

. Develops technical standards and requirements of network hardware,

software and services.

Jan 2007 - Jul 2008

Teletech - Fairfield, Alabama, Scott Platt, 800-***-****

Customer Support

. Tier 2 tech support for escalation calls.

. Developed network back-up and recovery procedures for customers.

. Worked on the Hewlett Packard project as the technical support for new

and older laptops, desktops, and printers. Troubleshooting when customers

had issues with products or network issues.

. Work closely with customer to install and configure commercial off-the-

shelf applications and software/hardware products to ensure seamless

implementation. Resolve any installation problems.

. Configured customer devices for access to assigned processing

environments.

. Troubleshooting with the network, personal computers, and devices, such

as modems, routers, and printers.

EDUCATION

2003 - 2006 - Virginia College - Birmingham, AL

Graduated with an Associate Degree in Network Engineering

1999 - 2003 - Bessemer Academy - Bessemer, AL

Graduated with an advanced diploma

TECHNICAL KNOWLEDGE

. Microsoft operating systems, such as Home, Professional and Server

versions of Windows 98, 2000, XP, and Vista.

. Microsoft Office 2003-2007.

. Windows Mail.

. Apple OS 9 - X 10.5

. Cisco router and switches, including 1700 and 1900 models.

. LAN and WAN technology.

. Advanced troubleshooting with office and home networking, including

wireless configurations where WEP and WPA encryption types are

implemented.

. Three years of experience in customer service with business and

residential customers.

Contact this candidate