Customer Service Sales

KAB TWYMAN

470-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Dedicated and motivated professional offering 15 + years of experience in the installation, maintenance and troubleshooting of Telecommunications Network equipment. Experienced in working in a NOC environment utilizing a ticket reporting system to provide exceptional user support and resolve critical operational issues. Experienced in Network and Systems Security, Risk Management, Linux, VM Ware and GUI Applications. Strong team player used to work in fast paced environment.

Leadership

Project Management

IT Security

Data Analysis

Network Configurations

Professional Development

Multitier Network Architecture

Information Assurance

Patch Management Software

Risk Management

Vulnerability Assessments

Diversified Training

TECHNICAL SKILLS

Software/Systems: Linux, Unix, MS Exchange, Pro Internet, MS Windows, SQL, Solaris, Oracle, Active Directory, Norton,

Recovery Backup

Network: LAN/WAN, TCP/IP - DNS, DHCP

Hardware: Switches, Routers, Data Lines, Servers, Printers

Languages/VoIP: HTML, Cisco, SSL

Remote Support: Net Support, Granite, Remedy

PROFESSIONAL EXPERIENCE

Sales Consultant

Thornton Road KIA, Lithia Springs, GA 10/16 - 05/17

Meeting customers face to face and holding sales discussions to ensure their interest and desired options on intended vehicles are met

Selling both used and new vehicles, as well as finance and products to clients

Negotiating the terms and conditions of a sales agreement with prospective clients

Network Analyst 10/07 – 12/12

Level 3 Communications, Atlanta, GA

Performed transport equipment fault isolation and repair of customer networks, using various tools (FMS, TRS, React, Remedy, Net cracker applications)

Responsible for proactively seeking and identifying and addressing potential network issues form the Optical, T-3, DS1 and Frame Relay Networks)

Access various network equipment (Cisco, Nortel and Remedy

Assisted in the provision of network infrastructure, email systems, database systems, server computers, end user computers, telephone systems, file shares, print servers, and classroom technology

Provided direction and oversight for information security of all data maintained in electronic format

Ensured all computer hardware, peripherals, and other equipment necessary for the administrative and academic needs of the college were identified, investigated, acquired, inventoried and maintained

Possesses ability to quickly solve technical problems utilizing standard techniques troubleshooting techniques

Took over responsibility for Customer Follow-up ticket queue, insuring historical issues were resolved to a higher standard of customer service

Investigated alarms received regarding Optical, T-3 and T-1 remote node sites

KAB TWYMAN page 2

Senior Network Analyst 09/98 -07-07

SPRINT/NEXTEL, Marietta, GA

Resolved daily issues of a complex scope that impacted the Client Services team and overall business objectives implemented performance measurements framework

Facilitated a feedback system for team members on issues such as customer service, communication, and technical skills, enhanced the quality of support delivered; increased customer satisfaction by 30%

Lead Technician on new network implementations, to include Cisco Routers, Quick Eagle, Adtran, and Kentrox to troubleshoot End User equipment

Responsible for training and developing new and less experienced technicians in the test and turn-up on Sprint network elements using React, Remedy, Tellabs 1/0 and 3/1 Dacs

Resolved and reported highly escalated issues on all networks to appropriate Levels

Managed Service Level Agreement administration and disaster recovery plans; decreased response time by 20% for Sprint/Nextel

Subject matter expert on Network Topology, CLEC, ILEC and RBOC operations

Demonstrated skills to learn customer support processes and techniques

Capable of collecting, work and respond to ticket inquiries via phone, chat and email channels

Solved network connection issues with onsite facilities crew and remote administrators

Communicated with service dispatchers and end-users to provide most time and cost efficient resolutions

Monitored and evaluated employees on job performance and provided counseling as needed

U.S. Army, Satellite Communication

Honorably Discharged United States Army

EDUCATION

Bachelor of Science in/ Computer Information Systems and Cyber Security, ITT Technical Institute, Atlanta, GA 2016

Associate in Applied Science Degree/ ITT Technical Institute, Atlanta, GA

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