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Technical Support Customer Service

Tampa, Florida, United States
February 04, 2018

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813-***-**** Home

229-***-**** Cell


Seventeen years of military experience

Fifteen years of Managerial experience

Seventeen years of Technical Support experience

Twenty years of Customer Service experience

Eleven years of Call Center experience

Four years of Network Operations Center experience

Willingness to acquire new skills


Pursuing a degree in Computer Science

Certifications: Network Operator/Maintainer (Military)


Cisco Routers and Switches, T1, DS1, MPLS, PRI, SIP, PBX Systems, Network monitoring TCP/IP, UDP, ICMP, ISP, DSL, Modems, Wireless, Satellite, FTP, VOIP, CRM software, SEO, Salesforce, SEM, Fusion, OTRS, Vantive, Remedy, ICOMS. SharePoint, SAP, Windows 10, 7, Vista, XP, ME, 2000, 98,95, Active Directory, Windows NT, 2003 Mac, Novell. Oracle, Lotus Notes, Microsoft Office Suite, Crystal Reports, HRMS, Benefits, Payroll, Outlook, Internet Explorer, Firefox, Netscape, Training, WebEx, Blackboard, Whiteboard.


813-***-**** Home

229-***-**** Cell


Pinellas County Department of Health, Saint Petersburg FL

2017 - IT Trainer Train LMS Administrator

Responsible for Onboarding, designing and providing online and in person training classes for DOH staff, contractors, and volunteers. Develops and maintains up to date training materials for software systems and network applications. Coordinates registrations, facility setup and resources for students. Provides technical assistance and guidance to end users. Serves as the DOH Training System’s Lead Administrator for DOH Pinellas.

Pinellas County Department of Health, Saint Petersburg FL

2017 - Distributed Computer Systems Specialist

Responsibilities consist of providing Help Desk support to all end users. Installing configuring, maintaining, imaging and supporting software and hardware on desktops, laptops, cellular devices, printers, faxes, scanners. Account setup. Password Reset. Active Directory management.

Sage Software, Saint Petersburg FL

2013 - 2016 Customer Support Analyst

Responsibilities consist of identifying the root cause of the client’s HRMS software or computer system issues. Payroll processing. Benefit administration. New client implementation. Utilization of testing and system analysis to solve highly complex application, system, or hardware problems. Providing written documentation of software issues, and related network, hardware, operating system and work flow issues.

Bright House Networks, Maitland FL

2011- 2013 Technical Sales Engineer

Responsibilities consisted of Project Management. Designing integrated technology based Business Solutions consisting of PRI, SIP, Analog and Hybrid signals for small and medium size businesses. Conducting customer needs analysts. Pre and Post Technical Support. Preparing presentations.

Netwolves INC, Tampa FL

2010 - 2011 Network Operations Center Technician

Remote monitoring and maintaining of both WANs and LANs. Ensuring the integrity of the customer’s network and its vital elements utilizing Solar Winds, and What’s Up Gold network monitoring tools. Providing technical support. Working with local carriers during instances of down time. Configuration, and shipment of modems, routers and switches. Performing maintenance, software updates, and testing. Initiating trouble tickets, tracking equipment. Coordinating dispatches, as needed


813-***-**** Home

229-***-**** Cell

AT&T, Macon GA

2006 - 2009 Account Executive

Responsibilities consisted of Business to Business sales of advertising for the telephone directory (The Real YellowPages) Direct Mailing and Online Advertising. Generating new sales opportunities. Developing selling strategies. Creating proposals and presentations.

Moody Air Force Base, Valdosta, GA

2004 - 2006 Technical Consultant

Responsibilities consisted of supporting end users with technical problems involving both hardware and software issues. Setting up accounts. Resetting passwords. Migration, imaging, and installations.

Sitel Technology Services, Augusta, GA

2000 - 2003 Technical Support Supervisor

Responsibilities consisted of managing teams of tier 1 and Advance Level technical support technicians. Resolving escalated issues involving both hardware and software. Maintaining proper staffing. New hire training. Scheduling. ACD monitoring.

US National Guard, Macon GA

2004 - 2007 Network Operations Center Technician

Responsibilities consisted of accurately isolated and identify root cause of faults for NOC or CLEC related issues. Monitored NOC equipment and core network services for outages and performance issues. Replacing hardware as needed. Erecting towers, performing cabling, patch panels. Network Installations.

US Army

1985 - 1998 Department Supervisor

During my tenure with the US Army I served as a Department Supervisor for Admissions and Dispositions, Third Party Collections and Medical Records. Creating and maintaining the databases. Conducting training classes. Employee evaluations. Scheduling for three shifts. Responsible for millions of dollars in equipment.

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