Customer Service Technical Support

CARL TOLLERSON

Carteret, NJ ***** 732-***-**** *******@***.***

NETWORK ADMINISTRATOR PC SUPPORT HELP DESK

IT professional, with extensive Network Operations experience in the Telecommunications industry. Outstanding communication and interpersonal skills; strong team collaborator and individual contributor; excellent customer service; attention to detail and problem solving skills; effectively reduces systems interruptions.

CORE COMPETENCIES

Networking Telecommunications Troubleshooting Configuration Maintenance Monitoring Installations Analysis Problem Solving Customer Service Outstanding Communication Skills Organizational Documentation Ticketing Systems

TECHNICAL SKILLS

Software: MS Office - Word, Excel, PowerPoint, Access, Outlook; SharePoint, Oracle; Work Bench 360 Remedy (Ticketing)

Hardware: Cisco Routers and Switches; Juniper Routers; Motorola; Alcatel-Lucent; Ericsson

Operating Systems: Windows Server 2008, 2012; Windows 7, 8, 10; Unix; Active Directory

Networking: LAN, WAN, VLAN

Protocols: TCP/IP, IPv4, IPv6

Certifications: A+, Net+, CCNA - pending

EDUCATION

MCSA, CCNA, A+, Net+, Avtech Institute of Technology, South Plainfield NJ, May 2017 – Present

AA Electronics Technology, Nielsen Electronics Institute, Charleston, SC

PROFESSIONAL EXPERIENCE

Verizon Wireless, Bedminster NJ 01/2009 – 12/2015

Network Operation Center Technician

Monitored data traffic regionally & nationally as needed including but not limited to distribution centers & Mobile Telephone Switching Offices (MTSO) FROM A 24/7/365 Network Operation Center.

Used various Command Line Interfaces to status & in some cases reset equipment as needed.

Worked closely with telephone companies to test DS1/Ds3 & Ethernet fiber.

Assisted overnight crews with routine system maintenance as well as network-wide upgrades.

Worked with team leads and supervisors to develop more efficient ways to monitor, troubleshoot and resolve trouble tickets.

Collaborated both internally & externally with other departments to work closely on minor & major outages equally.

Alltel Wireless, Twinsburg, OH 05/2006 – 01/2009

Network Operations Technician

Responded to NOC element manager alerts in a timely manner and initiated corrective actions to restore network service.

Provided technical support in determining the root cause of network problems and accurate trouble ticket resolution.

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