CCNA Network Administrator

MELISSA HOGUE

**** * **** ** ****** City MO ***** 510-***-**** **********@*******.***

Summary

Results oriented leader who has excelled in team-building with proven project methodologies, developed as a Tech Support Specialist, Software Support Analyst, and Technical Support Representative Tier 2. Cisco CCNA Certified.

Technical expertise

Microsoft Office Suite, JIRA, Salesforce, Logmein123, Citrix, DBAS II, QuarkXPress, Adobe Illustrator, In Design, Acrobat, Photoshop, general PC hardware and software installation and troubleshooting, MSA, CMS, Outlook, TCP/IP Configuration, Front Page, SPICE, Confluence, SQL, TANDEM, RMS, Salesforce, Windows XP, Windows Vista, Windows 7, XCharge, FDMS, Paymentech, routing, switching, and Global Payment platforms

Experience

TouchNet-Global Payments – Software Support Analyst (April 2015-April 2017)

Software installation, configuration and training on POS functionality

Manage incoming support inquiries via phone and email

Troubleshoot POS, software, payment gateway and various software and hardware related applications

Troubleshoot payment industry hardware including pin pads, card readers and printers

Train on TouchNet's Bill+Payment, PayPath, Marketplace, Payment Gateway, and Cashiering software

Tools/Technologies used – Salesforce, JIRA. Apache logs,TouchNet Applications, Outlook, Microsoft, Mac, Cisco IP Phone, Firewall requests, TCP/IP configuration, ADP, WorkDay, and Global.

Open Edge-Global Payments – Technical Support Specialist (July2011-March 2015)

Software installation, configuration and training on POS functionality

Manage incoming support inquiries via phone, email, and web

Troubleshoot POS, software, payment gateway and various other credit card processing applications.

Troubleshoot payment industry hardware including pin pads, card readers and counter top terminals

Troubleshoot payment industry methods of payment including credit card, check, gift, loyalty and Private Label

Work efficiently and professionally with other departments and vendors Train Sales on equipment and software

Research and Maintenance for POS and Payment Gateways Supported

Deployment Rollover

Process equipment orders as necessary and insure all orders are deployed accurately

Tools/Technologies used – Salesforce, FDPOS, LogMeIn123, Citrix, MSA, CMS, Outlook, Microsoft, Mac, Cisco IP Phone, FD Terminals, Verifone Terminals, Hypercom terminals, TCP/IP configuration, Xcharge, Xweb, FirstData, Paymentech, Confluence, and Global.

NetOut - Desktop Technician (January 2010-July 2011)

Purchase hardware and software

Troubleshoot desktop issues as well as document procedure

Replace hardware (hard drives, memory, etc.)

Install operating systems manually

Set up user profiles

Create and maintain user instructional documentation for company’s self-help site

Tools/Technologies used –Active Directory, Windows XP, Windows Vista, Windows 7, Track - It

Sprint/TEKsystems - Technical Support Representative Tier II (September 2007-December 2009)

Port numbers for cable companies such as Time Warner, Wide Open West and Mediacom

Manage independent projects for Sprint, including CAPT Native Porting, SNC Mailbox, Migration from SOE to CAPT, and training COM in SOA

Led troubleshooting for porting, LRN updates and corrections

Resolved IV issues with Call Center environment

Provide level 2 support for Care and Tier 1 representatives needing assistance with CDMA and IDEN wireless devices via chat and phone. Troubleshooting included resolving Voice and Data issues such as: Unable to make or receive calls, voicemail malfunctions, text messaging issues, web browsing, DC issues, account setup, provisioning errors.

Train Tier 2 agents in a classroom setting as well as one on one.

Develop training material, updated and corrected process documents, explained new processes and features when new devices supported by our team were launched.

Tools/Technologies used – Windows XP, Internet Explorer, SOE, Embark, DBAS II, Number Manager, SMG, CEAS, NETi, KMS, Excel, and Microsoft Outlook

Machine Laboratories/Strategic Staffing - Production Control Clerk (June 2007-September 2007)

Daily entry and updates of production and inventory data

Generate packing lists and daily shipping labels

Deliver high level of accuracy while meeting deadlines

Tools/Technologies used – MRP, Global Shop, Access, Excel, and Microsoft Word

Pacific Pulmonary Services - Customer Service Representative (April 2006 – April 2007)

Coordinate external vendors and staff to arrange oxygen delivery and support for traveling clients

Administer, monitor, and complete customer reports

Analyze patient difficulties and created instructions for safe use of oxygen tanks and concentrators

Tools/Technologies used – TIMMs, Pacific Pulmonary Services Intranet, CSR Dashboard, Windows 2000, and Microsoft Outlook

Education

William Penn University Oskaloosa, IA

BA in Communications Duel Emphasis on Journalism and Public Relations

Mission Valley ROP Newark, CA

Web and Graphic Design Courses

JC Tech Vocational School Olathe, KS

Graphic Communications Courses

Certifications

CCNA July 31st, 2017

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