Customer Service Technical Support

Alphonzo W Brown

Alpharetta, Georgia *****

Phone 770-***-****

Email:*********@*****.***

OBJECTIVE

To obtain a position which enables me to utilize my ability to work independently or in a group setting as well as my interpersonal abilities in a multi-paced environment to meet or exceed company standards.

SKILLS

Efficient & proficient in:

Microsoft products including Microsoft Project and learning MS Azure. Experience with Active Directory. Salesforce proficiency. Candidate also has experience working with Oracle JDE Enterprise One Suite to manage customer accounts, enter customer orders, produce service tickets, & solving logistics issues; also possess working experience with Chase Paymentech, CMS & CRM. Over 12 years of customer service & call center experience. Experienced with network configuration and setup including: DNS, DHCP, routing including RIP, OSPF & EIGRP. Switching Including VLANs, VTP, STP & Port Security.

WORK EXPERIENCE

Service Assurance Analyst March 2016-present

Cox Communications

Hours per week: 40

•Act as 3rd level support for all video service related troubleshooting and maintenance issues

•Continuous process improvement of level 3 video support operations.

•Thoroughly research, analyze, document and track all actions associated with video service incident handling.

•Insure compliance with, implementation of, and restructuring as needed of approved policies and procedures with respect to video service support.

•Consistently and accurately deliver on and research all incident handling functions for video service issues to include: Incident detection, Incident notification, Incident documentation,

Incident escalation, confirmation of service restoral, and documentation for root cause analysis.the

•Track, examine, and document repeat and chronic issues, provide recommendations, and escalate for resolution.

•Plan, manage, track, examine, analyze, improve and report on the performance of specific services.

•Understanding of Video over IP,DOCSIS 3.0 physical layer and Packet Cable specifications, VOD, Interactive TV Guide, TV Caller ID, Multi-room DVR and the ability to research and learn other emerging technologies offered to Cox residential and business customer now and in the future.

•Understanding of how video is delivered across a transport and IP backbone, the server infrastructure supporting the video services and specific process and applications that deliver the enhanced video features.

RNOC Engineer for AT&T

Apr 2014-Feb 2015

Hours per week: 40 Atlanta, GA

Key Roles and Responsibilities:

Supervised and provided technical support for internal NOC and Field Engineers to address various client technology needs including network installation, upgrade and support; Voice over IP systems; and various Microsoft Server support.

* Monitored, managed and provided troubleshooting on network devices.

* Proven track record troubleshooting critical issues on complex, high-traffic systems.

* Mobile Device analysis (Android, iPhone, Windows Phone, Blackberry)

Knowledge of system integration and networking architectures; knowledge with IP switches/routers/based networks

Knowledge of web environments and architectures along with knowledge of HTTP, FTP, DNS, and other Internet protocols.

Infrastructure analysis (fiber, T1, T3 issues)

Cell site analysis (equipment issues)

Customer Complaint Case Types: Audio Quality, Call Routing, Applications, General Area Complaint, Microcell, MMS, SMS, Voice General Area Complaint, and Voicemail.

Technical Support/Helpdesk

Hours per week: 20 2012 to 2014

Apple Inc.

Provided technical support for iOS and OSX Apple devices. Documenting steps taken through a tiered ticketing system.

Sold protection plan coverage (AppleCare & AppleCare+) detailing how said product would extend the life of the device and decrease repair costs.

Sold Apple hardware and software to customers as well as Enterprise products.

Scheduled repairs and upgrades for Apple hardware.

Technical Support/Helpdesk (Tier 1& 2) 2007 to 2012

Hours per week: 40

VideoShip U.S.A. Cumming, GA

Build, deploy, & support 300 Servers for nationwide NBC news stations & affiliates; as well as COX Communications facilities nationwide.

Provide technical support to the NBC V.O.D. service; documenting steps taken through a tiered ticketing system.

Report & correct issues that encompass Hardware/Software problems

Establishing network configuration and setup including: DNS, DHCP, routing including RIP, OSPF & EIGRP. Switching Including VLANs, VTP, STP & Port Security.

Assist clients with installation, operation, & maintenance of the V.O.D. through chat messaging & queued telephony system.

Alltel Communications/Verizon Wireless Alpharetta, GA

Inside Sales 2007 to 2011

Hours per week: 40

Handling cancellations and changes in sales order and communicating the changes within the related departments.

Emphasized service and product features and benefits, discussing credit terms, quoting prices, and preparing sales order reports using Oracle JDE Enterprise One (Financial and Order Management) Chase Paymantech software.

Coordinating with customer service for status on orders from Manufacturers in ensuring the delivery commitment is met.

EDUCATION

Strayer University

Washington D.C

Major: Business Management

Dates: 2015 to 2018

Graduated

REFERENCES

Cameron Leeds

Service Assurance Manager

Phone Number: 678-***-****

Reference Type: Professional

Justin Mixson

Equifax /Cloud Storage Manager

Phone Number: 404-***-****

Reference Type: Professional

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