Customer Service Manager

David Fountain

**** ****** ***, ************, ** 23832 804-***-**** abkx9o@r.postjobfree.com

Summary

IT Support for AMF Bowling Corporate and Cavalier Telephone gaining valuable experience

troubleshooting telecommunications, DSL, dialup, network, MPLS and various applications including

Outlook and HW/SW issues. Graduate Highest Honors, ITT Technical Institute. I am currently acquiring

various certifications.

5 yrs. Freelance computer repair and install/configure Operating Systems and Networks.

Education

ITT Technical Institute, Richmond, VA

Associate of Applied Science Degree

Information Technology – Computer Network Systems

Graduation: June 2007

Awards/Honors

• Awarded Certificates of Achievement for Highest Honors

• Awarded Certificates of Perfect Attendance

• Member of National Technical Honor Society (NTHS)

• GPA: 3.83

Certifications

• CompTia - Security+

Technical Skills

• Possess a working knowledge of Internet and networking technologies such as dialup, Ethernet,

NICs, hubs, switches, browsers, email, and ftp. Excellent phone manners, organizational abilities,

patience, and a desire to learn.

• Install, configure and maintain various Windows operating systems including 2000, XP,

and NT.

• Working knowledge of personal computer systems including installation of

motherboards, modems, sound/video cards, networks cards, CD drives, floppy drives, circuit

boards, memory and related peripheral devices.

• Troubleshoot and replace faulty hardware including disk drives, network cards, hard

drives and peripherals.

• Knowledge of Wide Area Network (WAN) Technology and Applications.

• Experience building and maintaining a Local Area Network (LAN)

• Knowledge of network protocols (TCP/IP, DHCP, DNS) and PC peripherals.

• Working knowledge of configuring and managing Microsoft OS.

• Demonstrate skills working with Cisco Routers and Switches.

• Work efficiently in both an independent and team atmosphere.

Employment History

Logistics Management Resources, Inc., Prince George, VA (Federal Government Contractor

at Fort Lee Army Base, Fort Lee, VA) June 2010 – Present

Network Engineer

• Analyzes user needs and proposes upgrades to existing network configurations to insure effective

integration and optimal network performance.

• Reviews user requests for upgrades or additions to the network to assess impact on network

performance and provides advice and guidance on the most practical technical approach to

meeting user requirements.

• Implements and maintains bridges, routers, gateways, remote access servers, domain servers,

security firewalls, application and device servers and Internet or Intranet devices and connections.

• Designs, configures, monitors and optimizes local and wide area networks to ensure optimal

performance, security, maximum availability, minimal maintenance, and reasonable costs.

• Performs preventative and fault isolation maintenance on the local and wide area networks.

Performs file maintenance on servers, domains, electronic post offices, and user files and/or

databases.

• Performs customization and system administration for network management, task/project

management, help desk, work group integration, documentation, and software packages on local

and wide area networks.

• Analyzes, recommends, and evaluates new hardware, software, and communications products for

network compatibility and applicability.

• Performs diagnostics and maintenance on desktop devices when additional expertise is required.

• Works with cross-functional teams in the design and implementation of information technology.

Assists in the training of other Information Systems personnel to improve their technical skills.

• Identify, report, and/or resolve process and product non-conformities according to established

procedures.

• Supports or participates in local or company-wide improvement efforts as required.

AMF Bowling Corporate Office, Mechanicsville, VA July 2009 – May 2010

IT Support

• Responsible for answering incoming support calls and providing efficient, strong customer

support. The role also involves communicating directly with clients, investigating problems on

their systems by remote access, and working closely with other members of the IT department.

This position also requires strong problem diagnosis and problem solving skills and the ability to

work effectively under pressure.

• Licenses, loads, update and troubleshoot software on GM and Mgr laptops and desktops; verifies

correct operations of software packages.

• Experience using System Center Configuration Manager (SCCM) and Virtual Network

Computing (VNC) to view and work on computers over the network.

• Provide, as appropriate, telephone/verbal application support to resolve incidents

• Maintain written communication i.e. log updates, to meet professional and legible standards.

• Keep clients informed of the progress of outstanding logs.

• Understands Automated Information System (AIS) interface

• Utilizes the Network Management System, IP Network Database and IP Address

Assignment Spreadsheets to access each center’s unique configuration.

• Coordinates circuit tests with Verizon Business and other vendors.

• Use available network tools for troubleshooting such as What’s Up Gold, Device Manager and

TCP/IP tools.

• Tests circuits for continuity.

• Monitors and responds to hardware and software problems utilizing hardware and software

testing tools and techniques.

• Configures, installs, updates, troubleshoots, repairs and replaces Dell computer systems,

terminals, peripheral equipment and related hardware nationwide throughout the organization.

• Performs LAN/hard disk backups

• Performs ghost imaging using Symantec technology

• Package, record, ship, and track shipments of IT assets.

• Maintain inventory using equipment Service Tag and Asset Tag Management

• Works closely with Verizon Business providing internal analysis and support to ensure prompt

resolution during outages or periods of degraded system performance.

Cavalier Telephone, Richmond, Virginia February 2008 – July 2009

IT Support/Help Desk (Tier 1)

• Troubleshoot DSL, telephone and digital television issues.

• Provide technical customer service support for Internet and Telephony Service products.

Responsibilities include support for DSL, Internet dialup services, networked (ISDN, T1, DSL)

services and telephony.

• Troubleshoot Network connectivity, LAN/WAN, H/W and peripheral equipment to resolve an

assortment of problem areas.

• Create and reset user passwords.

• Exercise High Level of Customer Service through completion of task.

Contact this candidate