Customer Service Technical Support

Joseph Loiacono

** ***** *** ****** ******, New Jersey 07950

Cell: 201-***-**** E-mail: ***********@*****.***

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IT Professional with multiple strengths in computer technologies such as

Telecommunication, TCP/IP and

Internet Networking, PC Technician, Customer Service.

Certifications: CCNA Training ? CompTIA Network + 2010 ? CompTIA A+ 2003

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Technical Skills

. Hardware/software configuration, support, and service

. System installation and networking (LAN)

. Configuring, Managing, and Securing Cisco Routers and Switches

. Installing Static and Dynamic Routing Protocols such as RIP,

RIPv2, IGRP, EIGRP, OSPF

. Subnetting with IPv4

. Troubleshooting TCP/IP, DNS, DHCP and using NSLOOKUP, IPCONFIG,

PING, TRACERT, ARP

. O/S--Windows 7, Windows XP, Windows 2000, Windows 2008 and 2003

Server, Active Directory, Microsoft Office 2003, 2007,2010

. Mobile Platforms: iPhone iOS, Android, Windows 8 Phone, RIM

Blackberry

. PC Repair: Upgrades, partitioning hard drives,

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PROFESSIONAL EXPERIENCE:

Verizon Wireless, Bedminster, NJ

July 2011 - Present -Job Title: Network Repair Bureau Specialist

. Troubleshooting system performance issue which include voice, data,

noise, roaming conflicts, device defects, and Caller ID.

. Voice Issues include Signal Fluctuation, Low Signal, Dropped Calls,

Dead Air, and Noise

such as one way audio, static, robotic sounds, etc.

. Data issues include no signal, low signal, fluctuating signal,

familiarities with different modem devices, SIM Cards, etc.

. Familiar with CDMA 1xRTT Voice and Data, EVDO, HRPD, EHRPD, LTE

. Knowledge of 4G/ LTE architecture: (S-GW, P-GW, HSS, PCRF)

. Exhibited understanding of QNC and EVDO Call Flow

. Mapped Call Registration Process

. Understanding of SS7 protocol

. Knowledge of the Cellular Spectrum, Hashing, MSC, HLR

. Checked Provisioning and Preferred Roaming List (PRL) on devices

. Worked with SANE to collect trunk information relating to noise issue.

. Emailed Roaming Partners when needed to collect information about an

area.

. Used Remedy and Verizon Propriety Software Tools To Investigate Ticket

Issues

. Called Customers or emailed them when needed using Microsoft Outlook

. Frequently used Instant Messaging to communicate with people in the

organization

. Interacted with all levels of management

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Pitney Bowes, Pine Brook, NJ

July 2010 - July 2011--Job Title: Field Product Specialist

. Repaired various mailing machines at various business sites which

involved computer knowledge and mechanical aptitude.

. Heavy use of phone communication with customers, managers, and Pitney

Bowes operations center.

. Responsible for maintaining inventory, ordering parts, and returning

defective stock.

. Involved a lot of traveling.

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Verizon Communications, Piscataway, NJ

July 2008 - September 2009 - Job Title: Logistic Store Keeper

. Utilized SAP to perform inventory management such as goods receipt,

goods issue, inventory counts, checked min/max levels, stock in

transit, open purchase orders, and movements made.

. Drove fork lift to store inventory and lifted products weighing up to

seventy pounds.

. Responsible for Web conferences, email correspondence, and monthly

meetings.

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American Red Cross, Fairfield, NJ

September 2007-July 2008-Job Title: IT Technical Support

. Performed PC desktop and laptop maintenance tasks such as repairing

hard drives, power supplies, heat sinks, etc. Installed Windows 2003

Server\Windows XP\Linux, ghosted machines, removing malware, upgraded

RAM. Some experience with Apple Macintosh OS X Snow Leopard.

. Checked network connectivity using IPCONFIG, PING, and NSLOOKUP. Fixed

DNS errors

. Administered Users and Groups, Created DHCP pool and checked security

settings using Active Directory.

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EDUCATION:

New Jersey Institute of Technology, Newark, NJ GPA: 3.43

Graduated 05/2007: Bachelor of Science, Concentration in Computer

Technology, Minor in Management

Bergen Community College, Paramus, NJ GPA: 3.6

Graduated 12/2003: Associates in Applied Science, Concentration in

Network Administration

The Chubb Institute, Parsippany, NJ GPA:

92.45%

Graduated 06/2000: Technical Support Certificate

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