Customer Service Technician
Resume:
Ralph E. Crow
Shelby, AL ***43
******.****@*****.***
Summary of Skills and Qualifications
. Proficient with Microsoft Windows XP, Active Directory, Microsoft
Office (Word, Excel, Outlook, PowerPoint), MS-DOS
. Experience in switch and router configurations, TCP/IP addressing and
subnets
. Expert ability in PC setup and installation with various peripherals
and update of security patches
. Provider of excellent customer service; keen ability to assess
customer needs and provide prompt and effective solutions
. Strong communication, organizational, administrative, and problem
solving skills
. Proficiency with Nortel MICS, PBX, 1A2, Avaya, and Cisco systems
. Efficient use of AirMagnet software for wireless applications
. Call center/help desk experience
Certifications
. Aruba Advanced Design and Operations 3.1
. Bell Atlantic ADSL, Basic ISDN Theory and Planning(#2010), ISDN Wiring
and Installation for Telecommunications Installer(#2011)
. BICSI Technician (exp 7/06)
. A+ IT
. Network +
. Current Studies: CCNA & Security +
Education
ECPI College of Technology, Virginia Beach, VA
Associates of Applied Science Degree: Information Technology/Networking
Related coursework: Computer Applications, Data link Fundamentals,
Enterprise Networks, Network Management, NT Network OS, Novell Network OS,
Router Configuration, Security & Traffic Analysis, and Unix Administration
Employment History
Customer Care Representative (CCR II), 5/09-Present
Cox Communications, Chesapeake, VA.
. Resolved service related issues related to Cox products including but
not limited to, analog video, digital video, DVRs, HD, Cox High Speed
Internet and Cox Digital Telephone by directing customers through a
series of troubleshooting steps.
. Educated customer on customer owned equipment such as PC, TVs, VCRs,
etc.
. Educated customer on use of browser, use of email, changing passwords
and other member services features.
. Assisted customer with reinstalling software, modem issues, TCP/IP
settings and other functions by performing detailed troubleshooting
and walk through steps.
Technical Support Supervisor (TSS seasonal), 10/08-3/09
Liberty Tax Service, Virginia Beach, VA
. Monitor daily operations of Technical Support for possible issues
. Communicate to Managers on high-impact problems
. Assist the QA and Technology teams to verify fixes and check new
versions of products
. Coach and Evaluate Technical Support Representative on Standard
Operational Procedures (SOP) and performance
POS Field Service Technician, 3/07-7/08
Spencer Technologies, Northborough, MA
. Install and configure Nortel MICS systems
. Program, test, and repair Shoppertrak Orbit 2, 3, & 5
. Design and implement Wireless Networks
. Install and configure NCR component systems
Wireless Network Installer, (Ferguson contract) 8/06-3/07
PLANIT Technology Group (formerly Dataline Inc.), Norfolk, VA
. Installed and configured wireless Access Points
. Utilized AirMagnet software for survey and evaluation of RF signals
and channels
. Internal switch and router configurations to include rack mount
positioning
Technician III, (NMCI contract) 11/04-2/06
World IT Solutions LLC, Virginia Beach, VA
. Installed and terminated CAT5e, Fiber Optic backbone and horizontal
links to include termination and splice of inside/outside plant
Technician III, (TCC & Cox contracts) 8/03-11/04
Atlantic Cable and Trench Inc., Portsmouth, VA.
. Installed and terminated CAT5e, Fiber Optic backbone and horizontal
links to include termination and splice of inside/outside plant
. Supervised OSP and ISP cable crews up to six persons
Senior Multi Media Technician, 2/97-4/03
Verizon Connected Solutions Inc., Chesapeake, VA
. Engineered communications and data network infrastructures
. Configured and maintained hardware and software in secure WAN/LAN
environments
. Resolved conflicts on DSL, ISDN, POTS, T1, and VoIP systems
. Installed and terminated CAT5e, Fiber Optic backbone and horizontal
links to include termination and splice of inside/outside plant
Military
Aviation Boatswains Mate Handler Petty Officer 3rd class, 8/91-7/95
United States Navy, Norfolk, VA
. Supervised a flight deck crew of 10
. Certified LSE (Landing Signalman Enlisted )
. Temporary assignment to Master at Arms ship's security force.
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