Customer Service Technical Support
Resume:
Clarence Wilkerson
Lake Forest, California 92630
Cell 714-***-****
***************@*****.***
Career Objective: Seeking a challenging position in Dispatch, Network, or Technical Support.
Certificates/Certifications: CompTIA A+ Certified Technician
Wolden Graphic Arts and Design Certificate
Certificate of Completion CWNA
Certificate of Completion Network+
Network Skills Summary:
*GPOs *Active Directory *OUs *DFS
*TCP/IP *DNS/WINS *DHCP *RIS
*RAID 1, 5 *Terminal Services *IPSec/VPNs *Ghost
*Wireless *Port Forwarding *Firewalls *Wireless Security
*VoIP *Wireless Hotspots *Surveillance *L2/L3 Switching
Graphics Skills Summary:
* Photoshop * Illustrator * PageMaker * Streamline
* Page Layouts * Type Styler * Four Color Process * Freehand
Customer Service:
Strong customer service oriented attitude with a focus on client satisfaction.
Customer Service Client List:
SCE AT&T NCR Dynex Teltel
Lingo Pure Networks SIPPhone Vonage Cox
Trend Micro Kyocera Trapeze T-Mobile Time Warner
Microsoft Nokia Check Point Hitachi Fuji
Areas of Proficiency:
Configuring User Accounts by assigning appropriate share permissions to Domain Local Groups and proper NTFS permissions to data in order to safely control user access to network resources.
Creating OUs to administer network access for Groups/ Applying GPOs to Domains and OUs, applying local policies on particular Win2K machines.
Implementing and troubleshooting Class C TCP/IP including IP Addresses, Subnet Masks, and Default Gateways; Able to efficiently Subnet and Supernet Class C networks.
Assist customers over the phone with setting up and configuring wired and wireless network devices.
Assist in the installation and configuration of VoIP services.
Configure wireless networks and assist in the testing of the network for functionality.
Technical support VoIP trainer.
Test product hardware and firmware for feature functionality. When problems arise, coordinate with code writers to fix the features through code writing for firmware fixes or physical hardware recommended changes.
Work Experience:
Zones Inc.
OMT Agent August 2015 – Present
For Southern California Edison, I processed 50 to 70 IT requests daily that were received from BMC Remedy and SAP while applying analysis of client requirements and scope of work to create orders in CRM/AX.
Dispatched 40 to 60 client break fix requests daily to field techs ranging from pc repairs to standard software issues that users experienced.
Meet SLA’s based upon response time and completion of the requests processed from first communication with clients.
85% accuracy rate of processed equipment orders for client’s needs.
Tangles with Style
Salon Coordinator July 2011 – April 2015
Set appointments according to services being rendered for 8 stylists.
Purchasing of supplies and retail for customers and clients.
Inventory Control of all purchased items.
IT Support.
1.Network Setup.
2.Surveillance Setup and Monitor.
3.Setup and Maintenance of POS system.
4.Install, configure, and monitor Wifi.
Datcard Systems INC.
Software Support Supervisor September 2008 – October 2009
Speak to hospital staff and archive administrators for software phone support.
Remotely uninstall and reinstall specific software modules for hardware and software functionality.
Build and install robotics software on PC’s for functionality.
Troubleshoot and fix all hardware and software issues.
Rebuild faulty PC’s and test the system for functionality.
Rebuild faulty robotics hardware and test the robot for functionality.
Onsite system installer.
Dlink Systems Inc.
Marketing/Development
Technical Accounts Specialist
Lead VoIP Technical Support Technician
Level 3 Technical Support November 2003 – March 2005
Market/Development March 2005 – May 2008
Technical Development
Project Engineer
Lead Project Engineer for Microsoft ResponsePoint System.
Hardware and software test engineer for Microsoft ResponsePoint System.
Lead project engineer for all wireless handsets.
Assist in the engineering, development, functionality, and support for Wifi handsets.
Create and maintain technical account relationships with major business partners.
Create guidelines, procedures, documentation, and supply training to all levels of support for new account products.
Create call flow process.
Maintain an on going relationship with partners via e-mal and conference calls.
Assist customers with the highest level of support available for all networking products.
Plaid Brother Software
PC/Network Intern September 2003 – October 2003
Connect multiple clients to switches to access the use of one keyboard, mouse, and monitor.
Keep a written inventory of all computers that have been repaired or need repairs.
Installed Windows 2000 Professional and Server, Microsoft Office plus Service Packs.
Assist in creating a VPN server, while also implementing and deploying security software packets.
Assist in the set up of two Compaq Proliant servers through a D-Link EF4124 - 24 port 10/100 Ethernet switch and setting up a RAID 1 for fault tolerance.
Executive 2000, Inc./ Stanbridge College
A+/ MCP Training & Network/PC Technician Internship February 2003 – July 2003
Setup and configure multiple DHCP servers with scopes of twenty plus Class C IP addresses.
Promoted Standalone Servers to Domain Controllers in a WIN2K environment.
Created multiple networks with up to six Domain Controllers.
Installed DNS and configured Global Catalog on multiple Domain Controllers to ensure fault.
Installed and configure UPS’s with UPS software.
Configure roaming profiles and set up rermote desktops through a VPN tunnel.
Grocery Department Manager May 1996 – July 2001
Extensive management, customer service, and supervisory experience in the grocery Industry.
Worked in a fast-paced store, meeting various deadline needs.
Always in charge of ordering, shipping/receiving, and processing products for daily sales.
Maintained accurate monthly inventories of all purchased and remaining product.
Specialized in one-on-one customer relations, always making sure my customers were pleased.
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