Technical Support Engineer

**** ***** **.

Hollywood, Fl. *****

404-***-**** . *******@*****.***

Hamlet r. Bent jr

objective

To obtain a position as a Technical Support Representative. My strengths

and talents that make me ideal for the position include the ability to

multi task, experience with documenting and updating tickets in a

databases, and the ability to trouble shoot internet, computer, and local

area network technologies.

Job experience

6-24-10 to 7-16-10 Technisource (Temp contract position)

Ft. Lauderdale, FL

AV/Presentation technician

Provided assistance to employees with setting up presentations and video

conference calls with Microsoft/Polycom round table conferencing device.

Serviced Infocus LP860 projectors (ie. Changed filters and lamps) and

aligned projectors with projector screens.

Inspected, replaced, and repaired Ethernet cables with RJ-45 crimp tool and

tested Ethernet cables with a cable test set to ensure proper cable pin

placement in new RJ-45 connectors.

Connected flat panel televisions to laptops via VGA connectors and also to

external television sources via RCA cables.

Arranged tables and chairs for meetings and large conferences.

3-08 to 5-10 North American Telecomm/Broadsmart

Ft. Lauderdale, FL

Technical Assistance Center Agent

Provided technical support to customers over the phone and via remote

desktop software to resolve issues with internet and phone issues.

Performed T-1 troubleshooting, loopback testing, and assisted in T-1 build

outs.

Created PPP accounts via Radius.

Configured internet access routers from the following manufacturers :

Adtran 900 series, Edgewater Networks Edgemarc 4500 & 5300 LF, Cisco 1841,

2811, Carrier Access Adit, Seimens 4200, 6520, and Gigaset. Routers were

configured for T-1 (single, bonded, and PRI), Metro Ethernet (Static IP),

multi-site VPN, and DSL loops.

Configured the following managed ethernet switches: Linksys SRW 24 and 48

port switches, and Dell Power Connect 48 port switches.

Configured IP phones from the following manufacturers: Polycom Sound Point

IP 330, 450, 550, 650, 6000 and 7000, Linksys SPA 2100 series ATA, Linksys

942, 962, 525G IP phones, and Cisco 7900 series IP phones.

Configured wireless routers and access points in for both WPA and WPA2

configurations.

Implemented syslog server (Kiwi Syslog), updated Paessler PRTG monitoring

server for SNMP and latency (ping).

Utilized Sylantro software to create/edit/delete users via the command line

and GUI, add and delete phone numbers from the soft switch, add/remove

bridge line appearances, create hunt groups, and produce user reports.

Experienced with adding and deleting users in the Iperia voice mail and

auto attendant platform.

Scheduled and provided support to field service engineers on installing

equipment such as routers, switches, and IP phones.

Created and logged notes of trouble shooting, installation, and equipment

delivery via H20 ticket/task system.

Created, edited, and assisted in the process of expanding the TAC knowledge

base.

9-07 to 3-08 Hawk Access Ft. Lauderdale, FL

Technical Support/Customer Support Representative

Provided customers with tutorials on how to install, configure and trouble

shoot company issued analog telephone adapters, how to configure special

features of the phone adapter with the feature codes, how to log into the

customer account web interface in order to view call detail records, check

voice mail messages, and make payments.

Provided technical support to end users to configure routers and modems

(DSL and cable) to work with the the Linksys 2100 and 2102 analog telephone

adapter.

Made changes to Cable and DSL modems so that the analog telephone adapter

authenticates PPPoe connections, changed LAN addressing schemes (on both

the ATA and the modem or router), setup routers for port forwarding and

bridging, tutorials on how to obtain IP addressing information from

computer (PC), and obtaining information and making changes with the analog

telephone adapters IVR (interactive voice response) system.

Documented trouble shooting and resolutions notes and escalated tickets in

the Hawk Access RT ticketing system and updated customer account

information with the Hawk Access proprietary CRM program.

5-06 to 4-07 Cbeyond Marietta, Ga.

Technical Services Engineer Level 1

Utilized trouble shooting skills to resolve issues like loss of email

service, setting up email client ( Outlook, Eudora, and Entourage) with

Cbeyonds email server information, provisioning of email accounts Cbeyond

online, checking the status on email servers with ping, telnet, and

traceroute.

Made changes to customer LAN settings, assigning private address range,

setting static port forwarding, created and edited access control lists,

and applied network address translations.

Troubleshooting VOIP Qos: Investigating symptoms like jitter and latency,

checking the T-1 Circuit for errors, having the phone vendor check wiring

at the dmarc (RJ45 or 66 block), checking the IAD processor utilization to

see if the device is being over utilized due to network configuration.

Provided customers with tutorials for utilizing Cbeyonds Secure Backup and

File Share programs, how to select files, schedule backups, check files

backed up on Cbeyond servers, and how to download files that have been

backed up.

Managed domain name with Cbeyonds DNS management tools to perform whois

lookups, creation and changes to A, MX, SPF, CNAME, reverse PTR records.

Assisted customers with troubleshooting VPN issues: checking and reseting

user name and passwords and checking and confirming VPN static routes are

configured on the IADs.

Utilized Cisco IOS on the 2400 series IAD (integrated access device) for

viewing router configurations and checking status of T-1 circuits with show

commands, using ping and traceroute to determine failures on the WAN and

LAN, walking customer/phone/Lan vendor though locating and connecting

equipment to the Cisco IAD and also providing tutorials on how to configure

certain features of the IAD via Cbeyond Online.

2-05 to 11-05 The Answer Group North Lauderdale, FL.

Technical Support Representative

Provided technical support for end users experiencing problems with

Desktops and Laptops running the Microsoft Windows operating system.

Support was either provided over the phone or with the assistance of remote

desktop protocol technology such as Webex.

Utilized troubleshooting tools such as ping to confirm network

connectivity, instructed customers on how to identify RJ45 connector of a

Cat 5 (crossover or straight through) cable is connected properly to the

customer premise equipment (router, switch, or hub).

Assisted in the removal of viruses spyware and malicious software from

customer computers utilizing software such as AVG Antivirus, Symantec

security suite, McAfee Security Suite,Spybot, Trendmicro House Call,

Windows One Care Live, Comodo Antivirus, F-Secure root kit detector,

Ccleaner, etc.

Walked customer through repairs of operating systems to prevent the loss of

data by using Windows system restore, booting into safe mode to obtain

important files before performing a full destructive OS reload, making

changes to the registry to avoid having to reload the OS, and performing OS

reloads on the most recent versions of MS Windows.

Maintained client records by creating and updating service request with

Seibel and Nortel Networks Clarify, scheduled call backs, sent and received

email with Outlook, and averaged 30-40 calls (inbound and outbound)

troubleshooting customer issues

Education

1994 to 1997 Hallandale High School

Diploma obtained.

Recipient of the Model School Adjustment Program Scholarship

Broward Community College Pembroke Pines, FL

Management Information System - AS Degree not completed.

Certifications

Comptia A+ (Career ID COMP001003980677)

Comptia Network + (Career ID COMP001003980677)

TIA Convergent Technology Professional Certification ID#: 292386

TIA Certified Convergent Network Technologies - Basic Telecommunications,

Basic Data Communications, Computer - Telephone Integration (CTI)

Essentials, Local Area Networks (LAN s), Broadband Technologies, Voice over

IP (VoIP) Essentials

Brain Bench Certified (Transcript ID# 5219497) - Cisco Networking Support,

Cisco networking Concepts, Windows XP fundamentals

Adtran ATSA (Adtran Technical Support Associate) Internetworking

Certification

Adtran ATSA (Adtran Technical Support Associate) IP Telephony Certification

LANGUAGES

English

Key word summary

Technical Support, Help Desk, A+, Technical Services Engineer, Internet

support, Network technician, Desktop support

Contact this candidate