Technical Support Desktop
Resume:
John H. Rucker
Atlanta, GA ***** www.linkedin.com/in/jrucker2020 ************@*****.***
Position of Interest:
( NOC ) Network Technician
Equipped to deliver current education and training in computer-science applications delivered through enthusiastic, positive, “can-do” attitude and trainability.
Self-starter and motivated individual work as network operations/technical support
to help improve quality of an organization:
Understanding of the OSI Model
Thorough understanding of routing protocols, computer hardware, computer software, and operating systems
Ability to work within a team.
Experience Cisco equipment
Great analytical thinker and problem-solving skills.
Understanding of networking protocols (TCP/IP, DNS, HTTP, etc.)
Excellent interpersonal skills
Strong Oral and Written Communication
TECHNICAL SKILLS
Languages: C/C++, C#(.NET), Java, Python, Ruby, HTML, HTML5, CSS, JavaScript, Angular
Operating Systems: Windows 7/8/10, Linux, Mac OSX, IOS, Android OS, Unix
Tools: Wireshark, Putty, SecureCRT, Acronis
Database Management: MySQL, SQLite, MS Access
Other Skills: Active Directory, VMware, ServiceNow, SolarWinds
Remote Applications: Bomgar, TeamViewer, Remote Desktop (RDP)
EDUCATION
Bachelor of Science (BS) in Computer Science, 2017 Georgia State University, Atlanta, Ga
PROFESSIONAL EXPERIENCE
Cox Enterprises – Atlanta, GA 02/2013 – 08/2017
NOC Network Engineer
Configured routers, switches, and hardware based firewalls using UNIX
Evaluated network performance using SolarWinds and created improvement strategies
Performed duties of help desk / desktop support technician II – provide technical support to client users and kept track of incidents using ServiceNow ticket tracking system
Troubleshooted TCP/IP connectivity, managed IP address assignment, and CISCO device management remotely (wired and wireless access points)
Coordinated and collaborated with 3rd party software developers, QA testers, and network engineers ensuring criteria for software meet department needs and standards
Installed, configured, and maintained commercial and proprietary applications for internal/external users, and setup hardware for office and field use
Used ServiceNow maintain records for users, outages, update knowledge base articles
Develop research solutions by collecting and analyzing system performance standards, conferring with users or system engineers, analyze system flow, data usage and investigate problem areas
Coordinated with customers and vendors to ensure that issues with software and hardware were resolved.
Coordinated with senior level engineering groups, problem management and remote site contacts to resolve all technical issues
Help Desk/Desktop Support Technician II 11/2006 – 02/2013
Acted as level 2 technical support agent
Installed and configured commercial and proprietary applications for internal users and setup hardware (PC, Mac, printer, and mobile devices) for office and field use
Used ServiceNow to monitor and track customer/ computer / network problems
Assisted with ServiceNow testing and migration from previous ticketing system
Active directory, VPN, blackberry, and exchange mailbox administration
and configuration
Configured and deployed mobile devices, operating systems, and computers
Troubleshoot problems with applications and computer hardware remotely and directly with users: software and hardware installs and virus removal
Comcast – Atlanta, GA 03/2006 - 11/2006
H.S.I Technical Support Representative
Technical support representative for inbound calls and tracked customer problems to make sure service level and customer concerns are addressed in a timely manner
Responded to customer calls concerning regarding Internet connectivity, email application configuration, and network stability
Earthlink, Inc. – Atlanta, GA 06/2000 – 11/2005
Technical Support Representative Level 3
Acted as a liaison between Earthlink customers and several broadband vendors to resolve complex connectivity problems
Responded to customer and employee calls regarding software, hardware, and other issues such as installing computer hard drives, using FTP to access personal web space operating systems and company software on both Windows (Intel) and Mac OS 7.5-X platforms
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