Technical Support Engineer
Resume:
Chris Knutson
Email: *********@********.***
Address: *** ***** ** **
City: Arlington
State: WA
Zip: 98223
Country: USA
Phone: 425-***-****
Skill Level: Experienced
Salary Range: $40,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Christopher K. Knutson
*****@***.***
SUMMARY:
4 years of industry experience
3 years technical phone support, create network tickets and submit to engineering to determine whether issue is on the network side or on end users.
Experience training new hires and supervision of a team of 14
Familiar with all Windows operating systems.
Ability to define, analyze, and resolves technical issues and relay information to non-technical clients.
Familiar with network topology, troubleshooting any problems that arise in this atmosphere.
Familiar with cell phone topology, programming, and wireless data concepts for both GSM and CDMA technologies.
Troubleshooting synchronization of windows mobile based operating systems with windows XP/Vista.
Technical support for various mobile devices including connectivity and device support.
Experience in restoring and tuning classic to current Auto
EXPERIENCE:
Frontier Communications October 2011 - December 2011
Sales associate
analyze, report and repair communication issues
enroll, update new and current customer
Advise new customers of advantages to service.
Sell new service to new and existing customers
create new tickets for issue not able to be resolved remotely
VMC January 2010 - March 2010
BPOS Representative
Assist Network administrators with migration and general information
Duties Include: Ticket creation for incoming/outbound calls for assistance on BPOS products
Assist with integration of Active Directory services to the Microsoft Online services product sweet
Give email support of BPOS services, including information and steps to setup new accounts
Create trouble tickets for higher tier support of product outages.
WDS Global August 2004 October 2008
Technical Lead and Technical Support
Assist customers with technical support for internet connectivity.
Duties include: ticket creation for engineering support, have knowledge of various devices, Q/A for PDA style phones as well as basic handsets, troubleshooting remotely to assist customer with data related issues.
Follow-up on trouble tickets, call end user to test fix and/or relay information from NOC to end user.
Work with engineers to ensure issue resolution was completed
Once resolution was received from the engineer, would test it
Full support of email clients on mobile devices for incoming/outgoing email.
Technical support: Assist customers with technical support for internet connectivity, synchronization, and email solutions. Train existing employees on advancement of new devices and known issues.
Work on fixing in-bound issues.
Created documentation in MS Word, MS Excel, and MS Power point of PDA synchronization on Macintosh Ver. X, Windows Vista 32 and 64 bit, and Windows XP Operating systems
Was a partner in a team of four to find ways to Sync Windows CE devices with Linux, Meant for persons with knowledge of the OS as well as resources to internet
Listed sites and strings to enable the daemon to sync with the device. (meant for experts of OS) Current SW is available to use with some Linux OS and Windows devices.
Assisted users of all technical backgrounds from new users to advance
Daily issues were Palm and Rim based devices. PIM sync, Email, or inability to connect to the network. Utilized MSCONFIG, Command line entry, Internal KB to assist lower tier agents as well as customers.
Training: Trained Three New hire classes on effective troubleshooting of all supported devices, Knowledge base use, and device familiarity. Assisted in training of a new location (Boise, ID.)
Management: Supervised a team of 14. Duties included: attendance, payroll correction, vacation allotment, verbal/written warnings, Termination, Month/annual reviews. Remote and live call grading with coaching, action plan if needed. Monthly team meetings to address concerns and praise
Worked in a call center as a Technical Lead.
Assisted with issues that were escalated from Tier 3 support role.
Set up and troubleshooting of wireless data devices including PDAs, Blackberries, Smartphones and Broadband cards for CDMA wireless connectivity.
Troubleshooting DNS, TCP/IP and DHCP on Windows and Mac OS based computers
Testing and maintaining of in house mobile devices, such as functionality and manual testing.
Document on Word the bugs, feature changes or troubleshooting errors.
Basic troubleshooting on Windows.
Authoring and publishing local knowledge base articles. Create or update articles onto database.
Wrote PHP to create a script for comma separated value on Excel.
Advising Technical representatives about company methods and procedures.
Training representatives on new technology and troubleshooting steps.
Supporting Technical representatives over the phone for difficult device and network related issues.
Escalating issues irresolvable by our group to next tier of support.
Keeping other Technical Analysts informed on new resolutions found.
Environment: MS Excel, PHP, Windows, DNS, TCP/IP, DHCP, Mac OS, CDMA, Testing. PDA, NOC
EDUCATION:
ITT Technical Institute, Bothell, WA June 2004
Graduated - Associate of Applied Science Degree
Computer Network Systems Technology
SKILL SET:
Languages: PHP
Operating Systems: Windows XP/Vista, Mac OS
Software: MS Excel, MS Office, MS Word,
Misc: DNS, TCP/IP, DHCP, CDMA, Mobile phones, Testing, PDA, Relay Information, NOC
Hobbies:
Car restoration, Sport car Tuner, Off-road vehicles, Racing video games.
Contact this candidate