Customer Service Sales
Resume:
Ronald D Robinson
**** **** **** *****, ********* 106
Raleigh, North Carolina United States 27606
******.**********@*****.***
Summary Of Qualifications
EXPERIENCED AND KNOWLEDGEABLE INFORMATION TECHNOLOGY PROFESSIONAL WITH OVER
SIX YEARS OF EXPERIENCE SEEKING TO CONTRIBUTE TRAINING AND ACQUIRE SKILLS
WITHIN A HELP DESK SUPPORT ROLE. WORKS WELL INDEPENDENTLY, OR IN A GROUP
SETTING PROVIDING ALL FACETS OF COMPUTER HELP DESK SUPPORT SUCH AS
TROUBLESHOOTING, INSTALLATIONS, AND MAINTENANCE. IN-DEPTH KNOWLEDGE AND
UNDERSTANDING OF NUMEROUS SOFTWARE PACKAGES AND OPERATING SYSTEMS. SKILLED
IN PROVIDING CUSTOMER AND END-USER HELP DESK SUPPORT. EASILY IDENTIFY AND
RESOLVE TECHNICAL ISSUES AND CONCERNS. EXCELLENT COMMUNICATION AND
PRESENTATION CAPABILITIES.
Education
NORTH CAROLINA CENTRAL UNIVERSITY DURHAM, NORTH
CAROLINA UNITED STATES
COMPLETED 97 CREDITS TOWARD BACHELOR'S DEGREE IN SECONDARY EDUCATION
Expected: 2015
Training/CerTifications
. COMPLETED CTU-3CERT-N TECHNICAL 3 CERTIFICATION CLASS AT NORTH CAROLINA
STATE UNIVERSITY FOR OBTAINING CERTIFICATIONS IN A +, NETWORK +, AND
SECURITY +. COMPLETED OVER 120 CONTACT HOURS. REVIEWED, STUDIED AND
LEARNED THE FOLLOWING:
1) Personal computer installation, configuration, diagnosing,
preventive maintenance, basic networking, and operating systems
2) Network fundamentals, TCP/IP fundamentals and utilities, Network
installation and upgrades, Network access and security, and
Network troubleshooting
3) Basics of cryptography, General security concepts, Communication
security, and Infrastructure security
. Network + Certified January 31, 2013
. Security +: Taken April 27, 2013. Final Score: 700
. A + Practical Certification pending June 2013
. Mobility + Certification pending June 2013
TECHNICAL SKILLS
OPERATING SYSTEMS: WINDOWS 2000/2003/ME/XP/NT/VISTA/WINDOWS 7/WINDOWS 8,
MAC OS X SNOW LEOPARD
Software Applications: MS Suite (Word, Excel, PowerPoint, Access), Novell,
McAfee, Norton Utilities, Adobe
Internet Browsers: Windows Explorer, Google Chrome, Mozilla Firefox
Servers: Windows 2000, Windows 2003, Windows 2007, Windows 2010
Networking: LAN/WAN, TCP/IP, VPN, CAT 5, Ethernet, Routers, Subnetting,
IPv4 & IPv6
Remote Desktop Connectivity Applications: Live Meeting and Windows Native
Tools
Smart Phones: Android, iPhone, Windows
Work Experience
AT&T, CARY, NC UNITED STATES
Dedicated Internet Access and Long Distance Data
Dispute Specialist
08/2008 - 12/2011
. Handled a workload of 25 to 35 disputes per month with a 30 day
expectation resolution time line per dispute for customer satisfaction
. Made familiar with the billing system, TELEGENCE, to enter credit based
on carefully researched data generated for the resolution of the
designated dispute
. Made contact with the customer via email using Microsoft Outlook and
phone call to discuss proposed resolution for designated dispute and
verify whether expectations were met by seeking permission for ISS Survey
to maintain team high average of 95%
. Created and managed trouble tickets concerning issues regarding billing,
SLA outages, and connectivity
. Provided Tier 1 support with troubleshooting of tower and printers along
with RBAC Active Directory to ensure correct permissions for designated
groups
Verizon Business, Cary, NC United States
International Service Delivery Provisioner
10/2007 - 07/2008
. Obtained updates from Verizon Business Alliance Partner, Axtel, for
progression and completion of orders via MS Suite-Excel spreadsheet
. Organized and participated in activation calls with Account Team, Logical
Technical Solutions, Verizon Business Alliance Partner, Axtel, and the
customer for turn up of circuit
. Received and validated customer orders from Verizon Business Sales Teams.
Entered orders in applicable Verizon Business systems such as F&E, VDDS,
ORDER PRO, and NETPRO using Windows Vista Professional
. Worked with Sales Team and the customer for the scheduling and
disconnection of T-1 lines
. Assisted in the activation and troubleshooting of T-1 lines with IT
Department
Clear, Raleigh, North Carolina United States
Retail Account Executive
09/2006 - 10/2007
. Educated customers regarding benefits of the product and answered
questions regarding equipment, coverage area, pricing and availability
. Accurately and efficiently processed customer transactions using real-
time activation computer system
. Participated in outbound calling efforts, store marketing and other
special promotions to assist lead generation and new sales
. Provided Tier 3 level technical support by phone, email and in-person for
issues with customers both private and small business for referrals and
customer service with the following:
1) Fixed performance issues using defrag, antivirus software, disk
clean; fixed network connection problems
2) Refurbished/installed/tested Desktop Enterprise
hardware/software onsite: desktop reimaging, memory, configured
to domain; setup office peripherals
3) Configured and administered logins in Active Directory and
provided valuable support in accessing host applications
4) Setting up and troubleshoot wireless routers, VoIP, and Peer-to
Peer Networks
5) Troubleshoot Oracle VM VirtualBox and VMware Player along with
VPN software such as OpenVPN and Windows Built-In VPN
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