Technical Support Software

Professional Seeking a challenging support or related position utilizing my experience. Currently Objective possess over 25 years of diverse technical professional experience in support, product implementation and design. Demonstrated skills in leadership, communication and self- initiated problem solving.

Professional

Experience

2007- 2017 Comcast Business Services Centennial, Co.

Technical Support Tier III/Tech III

Responsible for utilizing multiple software systems and applications to ensure incoming

technical support calls, service orders and repair orders are completed accurately and on-time.

In addition to performing a wide range of functions across a variety of technologies,

proficiency is required in networking, Microsoft Exchange, Office365, Global Directory

System (GDS) Database, CMTS management, RIP, TCP/IP and the Business Class Portal.

Provided Tier III service and support to other technicians by using analytical

troubleshooting techniques to coordinate, resolve and document issues as appropriate. Works

closely to understand and resolve root cause issues in provisioning/repair related errors and

communicates requirements to Business teams to eliminate/reduce system downtime

and service calls. Managed the Comcast Domain Management System. Responsible for

the creation, renewal and maintenance of Comcast Business Class domains & email accounts.

Also managed the Comcast legacy domain/email systems as well.

2004-2007 F D S Consulting, Inc. Aurora, Co.

Windows System Administrator / Consultant

Maintained, installed, converted & setup pc’s, printers & Microsoft software within

private companies for my client. Setup & maintained email accounts as well as customer

specific software applications. Maintained laptops & installed remote access software.

2001-2004 CHARLES SCHWAB & CO. Englewood, Co.

NT System Administrator /Trade Support

Supported a 3000+ NT, Windows 2000 & most recently, a Windows XP user base

consisting of the latest Microsoft apps. In addition, acted as lead for upgrade project replacing the entire user base w/ new pc’s as well as new software installs. Monitored &

troubleshot network, email & trade software problems. Created new accounts, mailboxes &

performed daily network backups. Was also primary contact for on-call trading software, pc &

network issues. Provided technical support via network & phone on an on-call basis Schwab

satellite branch (100+) in the DENDOM (Denver domain) region. Coordinated changes and

modifications with clients.

2000-2001 JANUS FUNDS Denver, Co.

Systems Analyst / Technical Support

Provided daily & on-call support for 2000+NT based workstations. Directly involved

from conception to completion of new Janus facility, which involved installation of pc’s &

all related Microsoft & stock quote software. Set up NT & email accounts. Insured

network access & troubleshot numerous hardware, software & printer issues.

1999-2000 LOCKHEED MARTIN ASTRONAUTICS Lakewood, Co.

System Analyst / Network Support

Daily support & maintenance of 1000+ pc/server user base. Hands on set up of NT user

accounts. Personally insured network, internet & email access. Involved in Macintosh to

pc conversion process. Directly involved in pc change outs & hardware/software upgrades.

EDUCATION

SOUTHERN UNIVERSITY & A&M COLLEGE at BATON ROUGE

Bachelor of Science, Electrical Engineering / Mathematics (minor) 1987

Specialization: Power Systems

APPLICATIONS

Multiple Windows operating systems, innumerable DOS apps, modem applications, pc / network diagnostics, printer configuration, PC configuration, Exchange & Office365 configuration. Server based backup & restore software. Hundreds of in house developed applications, including Tucows Domain Platforms & Remedy. Large scale project rollouts (pc setup & software installation).

LEADERSHIP

Demonstrated leadership qualities; trained in listening skills, sales and marketing, problem

solving, and staff motivation. Able to plan, initiate, budget, monitor, supervise, follow

through, and complete special projects with a high degree of efficiency and well-developed

team management skills. Familiar with bringing projects to completion on time with a proven

track record of success.

COMMUNICATION

Well-developed communication skills demonstrated through training and motivation, writing

press releases and newsletters, workshop development and facilitation, group speaking,

presentation skills, ability to produce in-depth proposals and reports, writing of job

descriptions, developing new procedural handbooks, and expertise in business

communications. Computer skills and abilities include Windows, Microsoft Word, Excel,

PowerPoint, HRIS systems, PeopleSoft, SAP, Internet, and Email software programs.

PROFESSIONAL AFFILIATIONS

IEEE & NSBE

Contact this candidate