Technical Support Manager
Resume:
Kenneth Waite
Olathe, KS **062
************@*****.***
Career Overview
Self motivated IT professional with experience in networking and programming.
Qualifications
Vast knowledge of Windows applications which include VMware, Microsoft Exchange,
Microsoft Windows 98 to 8, Microsoft SQL and Windows Server 2003-2008.
Proficient in Jscript, C++, and HTML
Basic understanding of UNIX, Linux and Mac OS.
Quick study and able to learn new things fairly quickly
Work History
Level 2 Tech Support
CenturyLink (July 2012 - Present)
New Century, KS
Provide proactive and reactive network surveillance, troubleshooting, coordination and
restoration of service affecting or potentially affecting network events/issues.
Provide technical assistance to field maintenance personnel, trouble tracking,
coordination, notification, escalation, and documentation to resolve events/issues
efficiently minimizing customer impact by
• Accessing DSLAMs, pair gains and BBDLC
• Troubleshooting IP, ATM, Ethernet, TCP/IP and OSI Layers 1-3 areas
• Understanding and isolating physical layer problems.
• Maintenance and/or surveillance of HSI network
Level 1 Tech support
ISPN (July 2011 - February 2012)
Lenexa, KS
Ensure customer satisfaction by providing Internet, email and security software
technical support over the phone. This included but not limited to
• Troubleshooting of DSL and cable modems
• Resetting TCP/IP stack, Winsock and firewall on Windows systems
• PPPoA to PPPoE conversions
• Running ping tests to determine packet loss on both Windows and Mac OSX
• Support for email clients like Microsoft outlook, windows live mail as well as
Mac mail
• Documenting customer's calls and inputting trouble tickets
Contractor
Rozza Automotive (January 2008 - December 2010)
Kansas City, MO
Worked with client to analyze computing and network needs and installed appropriate
solutions within each organization's budget
Provided daily support to ensure company staff had necessary tools to perform tasks
efficiently
Served as operating system expert, providing technical support for entire
organization.
Created a webpage for the company using HTML and JavaScript.
Technical Support Representative
Sprint (February 2007- December 2007)
Kansas City, MO
Responsible for setting up 911 Location for Time Warner cable home phone line
Used company software to provision customers
Responsible for porting numbers from various LECs over to Sprint
Technical Support Representative
Microcenter (November 2005 - December 2006)
Overland Park, KS
Ensured customer satisfaction by providing technical support over the phone as well
as in person.
In-store duties included
• Performing hardware upgrades for PCs
• Troubleshooting software and hardware PC and Mac problems
• Installing security software on customer's Windows PC or Mac OSX
• Documenting procedures followed as per company requirements
• Building of custom computer systems for customers
Assistant Manager
Shell Convenience store (May 2003 - October 2005)
Overland Park, KS
Responsible for scheduling, merchandising and preparing end of day reports.
Cashier
Taco Bell (February 2002 – August 2003)
Grandview, MO
Responsible for taking orders and cleaning lobby.
Promoted to shift lead where I managed other employees during the shift.
Education and Training
Bachelor of Science in Electrical Engineering
Devry University (2004-2006, 2011-Current)
Kansas City, MO
Graduated May 2013
Bachelor of Science in Electrical Engineering
University of Kansas (2008-2010)
Lawrence, KS
Not currently attending
30hrs completed
Electronics Technology Program
Herndon Career Center (2002-2003)
Raytown, MO
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