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Service Technician

Arnold, Missouri, United States
January 17, 2018

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314-***-**** (C)

Career Objective

Seeking a full-time position with a reputable, stable company that will utilize my knowledge and experience for their vision and goals while offering the opportunity for a long-term relationship and allow continual growth in knowledge and advancement.

Technical Experience


XP, Vista Win 7

Mac-OS X

Network Protocols incl. TCP/IP

Mobile OS Android – iOS

Remedy Ticket System

Wireless Technology

MS Office 2003, 2010

Altiris Ticket Systems

Professional Experience

Charter Communications (Contract work via Axleon Services Corporation) 06/2017- 12/2017

Change Control Analyst II

Audits and approves Change/maintenance tickets for accuracy, submittal of required data to meet compliance of Change Management best practices

Works with Project Management for enterprise launches / rollouts of maintenance activity, process implementations, training and communications as necessary.

Chairs Change Advisory Board (CAB) calls with respective Stakeholders from Network operations and Field Operations for de-confliction activity with coordination of effective communication and facilitates in gaining collective approvals, impact and risk assessments for the Regional, Corporate and Enterprise wide change activities to ensure successful execution and completion of maintenance activity.

Performed Root Cause Analysis (RCA) of outages caused by maintenance. Providing timely and accurate analysis of the event making recommendations to the respective dept. to prevent a reoccurrence of the issue recommends changes to procedures and operations; suggests enhancements to systems used by the Change Control Department and presents proposed solutions with requirements in a detailed format, works with the Development teams for successful implementation, documentation and communication to users

Ameren Services Inc. (Contract work via Strategic Staffing Solutions) 01/2015 – 5/2017

NOC Technician

Provide support to IT field operations personnel, dispatch field support personnel as required, dispatch contractors, open and manage tickets with equipment vendors and carriers

Utilize a variety of monitoring tools and network element management systems to triage, troubleshoot and remotely repair problems with Ameren Networks.

Provide level 1 security response to all security events. Such as malware, P2P, port/network scans & processes firewall access requests via RSA secure ID token.

Maintains & Implement software upgrades to network elements as required and participate in the change process to add or delete network elements.

Charter Communications (Contract work via Belcan Corporation) 08/2014 - 12/2014

Network Operations Technician I

Performs basic network operations functions such as monitoring information on all sites and back haul, identifying deterioration of components and dispatching / assisting field personnel with repairs

Works closely with engineering, field technicians, marketing and vendors to resolve service/warrantee issues with various equipment and parts.

Identifies alarm correlations and appropriate response actions for future automation

Provides timely and accurate reports for analysis of the network and Network Monitoring System

Mercy Health East / Enterprise Holdings (Contract work via TekSystems) 03/2014 – 08/2014

Service Center Technician

Responsible for handling Service Desk (Level 1 Support), Client System Operations (Level 2 Support) customer inbound phone calls, inbound chats, tickets, and emails as needed.

Maintaining performance indicators including First Call Resolution.

Resolve customer technical issues, and respond to customer questions with compassionate care and exceptional service.

Typical activities include: Service Request Fulfillment, Incident Management, Problem Management, and Access Provisioning.

Team Leader

Lead a team of 15 in the moving of 600+ workstations.

Acted as liaison between the TekSystems team and Enterprise Holdings.

Verified that all Work stations were broken down and set up according to the standards set by Enterprise.

Performed other tasks as directed by Enterprise.

Break/Fix Support Technician

Assist with the deployment of new Windows 7 work stations.

Test all new Windows 7 installs & report any and all deficiencies with new work stations to superiors.

Breakdown & annotate all decommissioned Windows XP workstations for recycling.

Apply BIOS Updates on as needed basis.

Scottrade 02/2008 – 11/2013

Service Center Technician

• Took inbound calls assisting internal & external client’s technical issues with various proprietary Scottrade trading platforms. Consisted of Java, .Net & Android/ iOS based applications.

• Trained new hires on how to use Scottrade’s various platforms, and demonstrated different techniques to effectively troubleshoot those platforms.

• Successfully worked with wide range of end-users to troubleshoot and resolve complex technical issues such as network connectivity, password resets.

• Provided application support on a wide variety of operating systems ranging from Win XP, Vista, Win 7, Win 8, Apple OS X 10.6, 10.7, 10.8, As well as mobile operating systems such as, Android and iOS.


ITT Technical Institute 10/2002 - 06/2007

Bachelors of Science in Computer Science / Information Security


CompTIA A+ (Verification Code K6EHZ0FJXGEE2ZP6)

Certified Associate in Project Management (CAPM) (presently working towards)

Information Technology Information Library (ITIL 2011) (presently working towards)


United States Army, Honorable Discharge 01/1996 – 06/1999

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