Customer Service Technical Support
Resume:
Khalil Hicks
*****C Heron Place ? Waldorf, Maryland 20603 ? ******.*****@*****.*** ? 703-
NOC Technician/Technical Support Specialist
Solutions-oriented IT NOC Technician with notable success supporting a
broad range of business customers. Provide and utilize technical solutions
essential to business and network operations.
o Track record of providing excellent technical and customer support to
end-user, consumer, small, and large businesses.
o Demonstrated capacity to implement and support network and firewall
policies.
o Hands-on experience configuring and setting up networking equipment
and firewall devices used in business-oriented environments.
o Outstanding ability to work as a team member and meet technical and
business objectives.
o Adept at developing effective technical solutions aimed to reduce
network downtime.
* Platforms: Microsoft Windows operating systems 2000, XP, Vista, Windows
7 and Windows 2003 Server. Novell, Suse Linux Desktop, Sun Solaris OS
* Networking: TCP/IP, xDSL, VoIP, T1, OSI, Ethernet, VPN, Telnet, PPPoE,
Frame-Relay, PPP/MLPPP
* Hardware: Siemens ADSL modems/routers, Cisco, Adtran, Carrier Access,
Linksys, EdgeWater, Sidewinder firewall devices
* Tools: Sylantro, Iperia, Cisco CallManager and Unity, Citrix,
Symantec/Norton Virus Protection Utilities, Microsoft Exchange,, PRTG SNMP
software, Steel-Belted Radius, CRT Terminal Emulation, Gold Wave Audio
software, TightVNC, Remote Desktop.
Professional Experience
Assurant Solutions, Miami, Florida 05/2010 - Present
Network Operations (contracted under Beacon Hill, Washington, D.C.)
Respond to requests for support via phone, e-mail and in person.
Troubleshoot and resolve problems related to network and telecommunication
devices. Monitor WhatsUp Gold for network device status. Configure and
provision 3Com VOIP telephones and services. Create and restore Symantec
Ghost images for Dell workstations and laptops. Administer users on
corporate domain using Active Directory. Support and set up of Polycom
audio/video conferences with international offices.
Key Contributions:
. Set up 3Com PXE boot server for diskless creation and restoration of
Symantec Ghost images
Assurant Solutions, Miami, Florida 11/2007 - Present
Desktop Support Technician
Responsible for all hardware setup and software installation for corporate
laptops and workstations. Troubleshoot and resolution of hardware and
software service calls. Manage user accounts on Novell and Windows servers.
Maintain standard Windows XP images for HP workstations. Setup of Goodlink
e-mail client on company provided cell phones. Configuration and support
of VPN client used by remote users. Provide data recovery services for
corporate users. Assist with execution of Disaster Recovery procedures.
Create and submit technical documentation to enterprise knowledge base.
Key Contributions:
. Software deployment for off-site locations
. Integration support for business units in New York City and
Pennsylvania
Levitt and Sons, Ft. Lauderdale, Florida 8/2007 - 10/2007
IT Support Specialist
Used Cisco CallManager and Unity system to provide VOIP services for local
and remote sites. Provide DSL and T1 WAN support for each office location.
Configured Cisco Routers, switches, and firewalls to be deployed at remote
offices. Enforced network security policies using ACL's on WatchGuard
firewall devices. Analyze security logs for unauthorized access to the
network.
Key Contributions:
. Input all in house and remote site equipment in Track-IT asset
management system
. Helped set up a wireless access point for housing community
North American Telecom, Ft. Lauderdale, Florida 3/2006 - 8/2007
Technical Support Specialist/Network Operations
Provide comprehensive remote and onsite support for customers including
Tier-II support for LAN/WAN products. Respond to request for support in
person, by phone, and e-mail. Responsible for opening and tracking trouble
tickets with underlying partners such as FDN, Level 3, and Sylantro. Assist
customers with network access issues affecting business operations.
Configure small/large business routers including Cisco, Adtran, Egdewater,
and Carrier Access. Provision VoIP business customers using Sylantro and
Iperia interface. Troubleshoot and configure Cisco IP phones for customer
deployment. Provide corporate desktop support, including Windows X
2000/XP/Vista, e-mail, connectivity, anti-virus, and peripheral issues.
Perform installs/upgrades on corporate PC's and networking equipment.
Perform junior network administration tasks including implementing access
control lists on Sidewinder firewall devices.
Key Contributions:
. Played an integral role in the corporate deployment of Microsoft
Exchange 2003.
. Assisted Senior Administrator with deployment of PRTG SNMP software
used to monitor T1 subscribers and firewall devices deployed a user's
location.
. Successful migration of 200 + DSL subscribers to new block of IP
addresses.
DSLi Corporation, Miami, Florida 10/2005 - 3/2006
Technical Support Representative - Tier 1
Assist xDSL subscribers with Microsoft Outlook and Internet connectivity
issues. Provision new ADSL accounts for network connection in appropriate
systems. Provide basic Broadsoft support to new and existing VoIP
customers. Track open and closed issues using RightNow ticketing system.
Key Contributions:
. Closed all tickets within SLA deadlines.
The Answer Group, N. Lauderdale, Florida 8/2005 - 10/2005
Technical Support Engineer
Demonstrate excellent customer service skills while providing technical
support for BellSouth Fast Access DSL. Assist BellSouth customers with e-
mail, modem, and router configuration via telephone. Troubleshoot DSL
connectivity issues.
Key Contributions:
. Provided first call resolutions while maintaining outstanding call
statistics.
Education and Credentials
Bachelor of Science Degree in Information Systems Technology 2005
University of Central Florida - Orlando, Florida
Professional Training and Certifications
CCNA - Certified Cisco Network Associate (Est. March 2011)
Professional Affiliations
Member - National Society of Black Engineers
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