Software Customer Service Manager Support .Net
Resume:
HERBERT HAWTHORNE
CLEVELAND, OHIO 44108
*************@*********.***
OBJECTIVE: Technical Support Professional Seeking a Technician position
while utilizing my computer and diagnostic skills
COMPUTER KNOWLEDGE
Scientific Atlanta System Manager 10 & 20, 30{ DNCS} Digital Network
Control System, Jerrold ACC 2000, Jerrold ACC 4000, Zenith Addressable
Controller, Interactive Viewing Guide, Icentral Computers, Headend
Controllers, Equipment: QAM Analyzer Asset Manager-server Big Band Server
SQL Servers
EMPLOYMENT
11/07-07/09
Wyndham Hotel Downtown Cleveland OH
NIGHT AUDITOR
Responsible for the total operation of the front desk balanced
The day-to-day ledger; performed front desk duties; customer service
interactions.
01/01-08/06 Adelphia Communications Cleveland, OH
Technical Support Rep
Maintains local area computer network operations desktop software,
telecommunications systems, and office equipment
Designs, specifies, configures, installs and maintains local area network
hardware, software and telecommunications services such as personal
computers, system software, software applications, printers, servers,
routers, bridges, switches, modems, cabling and Internet service providers.
Develops and implements policies and procedures related to network hardware
and software acquisition, use, support, security and backup.
Test new software application on converter boxes CATV Installation
troubleshooting skills, TCP/IP Setup and troubleshooting skills.
Worked on Cisco Routers2500 Performed General Maintance on Scramblers
modulator power supply Familiar with LAN /Wan Software Familiar with
installation and repair of
Most Audio/Video Equipment.
Support vendors with any plants related problems Work with
networking/datacenter on any system problem that might come up. Including
customer/service IT shipping and receiving of Headend equipment and work
with all department as needed.
01/97-01/01 Adelphia Communication Cleveland.OH
Computer Operator/Addressable Operator-I.S. Dept
Maintain all addressable controller for Change of Service Pay-Per-View
functions in cable data and the controllers.; back- up controller on a
daily basis; handle all problems concerning the hardware and software side
of the controller ; maintain all communications for the converter, database
and Pay-Per-View, this included all special events and software upgrades.
Supports existing and new products by designing, coding and debugging
modules and reports in VB.Net, ASP.Net, MS-SQL and other languages.
Schedules and tracks defects and their resolutions Maintains support
business confidentiality by complying with procedures, rules and
regulations Troubleshoots application and system problems Analyzes and
modifies vendor supplied software. Provides end user support Strong problem
solving skills
04/96-01/97 Adelphia Communication Cleveland .OH
Rebuild Check-in Representative
Check in of all accounts from the installers and contractors as account
were changed over from the old system to the new system; assisting
technicians with cable box and broadcast basic units problems when needed;
assisting customers service department as needed.
07/93-04/96 Adelphia Communication Cleveland.OH
Customer Relations Coordinator Schedules and tracks defects and their
resolutions Maintains support business confidentiality by complying with
procedures, rules and regulations Troubleshoots application and system
problems Analyzes and modifies vendor supplied software. Provides end user
support Strong problem solving skills
Provided information and package benefits of Cablevision products and
services to customers. Dealt with ledgers, billing procedures able to
explain histories, statuses, problems codes. Explained programming that
Cablevision offered, packages, pricing Schedules order routine reports file
and inputs appropriate information on CTR computers.
EDUCATION
Southeastern Academy
Kissimmee fl
Scientific Atlanta Institute Atlanta-GA
Cable-Data Education Center Rancho-Cordova-CA
Glenville High School Cleveland, Ohio
HERBERT HAWTHORNE
10021 PIERPONT AVENUE
CLEVELAND, OHIO 44108
*************@*********.***
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