Customer Service Technical Support

Timothy Noal Carpender

**** ******** **** *** *******, CA 90019

323-***-**** **************@*****.***

Skills

Over 8 years of experience in technical support with exceptional experience in customer service.

Flexible individual who is punctual and works well under pressure and deadlines.

Monitored Voice/Data Traffic using variety of tools and proficient in VOIP phone systems.

Proficient in various operating systems and platforms including: Cisco IOS, Windows 7,8,10, Macintosh OS, Cisco Meraki, Cloud, and Linux.

Knowledgeable in programs such as Microsoft Office Suite, Google applications, and Service Now. Employment History

Network Operations Center Technician II November 2016 – December 2017 Comcast Managed Services, Centennial, Colorado

Troubleshoot computer networks, internet connection, firewalls, and Wi-Fi for several service providers as a managed service provider for many medium to small companies.

Create and resolve tickets regarding problems with internet connection and LAN/WAN equipment.

Monitor network performance to determine whether service technicians are sent or the issue is resolved or escalated for further support by network engineers depending on specific configurations.

Troubleshoot and configure various firewalls/switches: such as Sonicwall, Cisco Meraki, and access points, Cisco ASA, and Fortinet.

Help Desk Technician I June 2014 – November 2016

Richmond American Homes, Denver, Colorado

Support both Macintosh and Windows 7, 8, and 10 users on desktop computers and laptops.

Manage Microsoft Active Directory users and groups, as well as assign rights and permissions.

Answer incoming calls and processed tickets for break/fix issues for: mobile device support, VOIP phones, VMware vSphere clients, server, and internet connections.

Supported over 1000 users at corporate headquarters and in the field.

Responsible for maintenance of Remote VPN client, and Site-to-Site VPN Tunnel to corporate network.

Developed training materials and procedures and trained users in the proper use of hardware or software.

Support users on Microsoft Exchange server for Outlook version 2007, 2010 and 2013.

Setup users through Microsoft command line, PowerShell scripts, and Microsoft SCCM software deployment.

Technical Support April 2012 – June 2014

Birch Communication, Englewood, Colorado

Successfully handled 30 incoming calls and created tickets regarding break/fix issues for internet services and application support on Cisco 2600 series routers running Cisco IOS operating system.

Promoted to Technician 1.5 by providing excellent customer service and high productivity.

Enter commands in Cisco IOS to verify correct operations internet, PBX, and VOIP phone connections.

Maintain records in Oracle Seibel database, problems and remedial actions taken, or installation and troubleshooting activities using Service Now.

Business Class Technical Support August 2010 – April 2012 Comcast, Centennial, Colorado

Call center representative supporting business customers for internet connection, phones, and TV.

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications on Comcast Routers, VOIP, and cable modems. Education and Certifications

Bachelor of Music

University of Alaska Fairbanks, Fairbanks, Alaska 1988-1993

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