FRED A. VOSS
Fast learner, strong written communication, strong verbal communication, attention to detail, excellent in depth PC knowledge, 20+ years of troubleshooting experience, 10+ years help desk environment, 10+ years remote troubleshooting with customers over the phone, 5+ years remote PC assistance, highly familiar with Cisco, highly familiar with TCP/IP, highly familiar with DNS, highly familiar with DHCP, highly familiar with Juniper MX960, highly familiar with 802.11, highly familiar with Microsoft Office, strong ability to work independently, strong ability to lead a crew, strong ability to self start, strong ability to use critical thinking, strong natural aptitude for problem solving, strong ability to learn and use new software, easily acclimate to new environments, strongly embraces change, career orientated, Certifications
CompTIA A+ Obtained: 2010
CompTIA Network+ Obtained: 2011
Fayetteville Community College / December 2017
Completed the CCNA certification course. GPA: 4.0
Monroe Mason Alternative High School / 1996
NOC Technician / Network Operations Center / July 2015 – December 2017
Top performer on day shift for 2017. I monitored the cellular network via an alarm panel. When an alarm came in I would need to interpret the alarm then log into the equipment the alarm came from to status and discover if the alarm was part of a Change Control or other maintenance then choose the best course of action to attempt repair. If remote repair was not possible I would then escalate the issue to the appropriate group or dispatch technicians. Some of the technologies I worked with were Juniper, Cisco, Lucent, Starrent, Motorola, Nortel. From the time the alarm presented in the Alarm Viewer to the point a ticket was created I averaged a response time of 3.5 Minutes with a 100% accuracy rating on all tickets created for over 2 years. I also was able to resolve 80% of the tickets I created from remote restoral, leaving the tickets behind to be viewed historically to help identify root causes of intermittent issues.
Tech Advisor / Technical Advisory Group / April 2014 – July 2015
Project management based work. Provide a communication conduit between different departments that have overlapping systems without a direct means of communicating. Provide analytics of Technical Support (customer facing) tools and resources, updating and streamlining to provide a better experience for Tech Support agents as well as Customers. Provide advanced device testing (pre-launch), as well as software testing for devices (pre-launch). Provide "bridge" conference calls so multiple departments involved from Network to Product Vendors can identify and fix any product or activation issues during the launch to provide superior customer satisfaction with product at point of activation. Work with Training department to build new tech training classes for Tech Support groups, ensuring accuracy as well as improving the process of how the information is presented to ensure maximum success of participants. Provide max tier tech support for "Corporate Escalation Team" (highest level of customer escalations). Created custom video content shorts (2-4 minutes) for best practices and "heads ups" for issues we find trending in Tech Support placed on company Intranet. Work as a liaison between Tech Support and Vendors directly to create a Produce Support Forum to track trending issues device model specific for faster resolution of issues and bugs.
Technical Data Analyst / Tier III Support / November 2013 – April 2014
NOC Tech for ClearWave Wireless (Verizon owned company acquired with the purchase of Alltell). Provide analytics of Technical Support (customer facing) tools and resources, updating and streamlining to provide a better experience for Tech Support agents as well as Customers. Provide advanced device testing (pre launch), as well as software testing for devices (pre launch). Provide "bridge" conference calls so multiple departments involved from Network to Product Vendors can identify and fix any product or activation issues during the launch to provide superior customer satisfaction with product at point of activation.
Technical Service / Tier II / June 2010 – November 2013
Engaged in front-end support for customers to troubleshoot End User Devices and network issues.
Customer Service / Tier I / November 2007 – June 2010
Supporting incoming customers for low-priority technical issues, answering billing inquires and made corrections for billing issues, made sales of End User Equipment and price plan changes when applicable.
Awards and Acknowledgements
Top Performer – Network Operations Center - 2017
Was the number 1 technician on Day shift for 2017.
Intern Supervisor in Tier II – 2010 - 2013
Was designated an Intern Supervisor while Supervisors were out of office. During that time, the reporting team saw overall improvements in overall stats.
Intern Trainer – Tier II
Responsible for training classes for Customer Service and Technical support, occasionally create or update training materials for supplemental learning.
Subject Matter Expert – Customer Service/Tech Support – Tier II
Assess performance made by new hire class, identify topics/trends that need improvement by the group as a whole and create supplemental training to reinforce. Assess and address individual performance identify areas where improvement is needed coach and council in a one on one setting.