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Customer Service Front Desk

North Carolina, United States
December 03, 2018

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Judy Hill

*** ********** ****** • Charlotte, NC, 28208 • 704-***-**** •


Cisco Certified Network Technician

A detail oriented professional, with 10+ years combined Customer service/IT experience, who excels in dynamic and deadline driven environments. Applies unique methods to improve customer experiences. Currently seeking a position where my Technical, Managerial, and Team building skills are recognized as a welcomed asset.

Core Competencies

Efficient Network Infrastructure skills

Uses online resources to expand IT skills

Technical support to end users

Team building skills/ Manages time effectively

Competent Cisco TierI/II troubleshooting

Able to obtain Secret Security Clearance

Professional Experience

CompuCom Technology Solutionss, Fort Mill, S.C. Feb 2018 - Present

Network Operations Tech Support Analyst I

Performs initial investigation of customers network devices-routers/firewalls to isolate the cause of

performance disruption and escalate unresolved network issues to the right department

Provides 24 hour customer service to aid clients in creating trouble tickets with Internet Service

Providers, (ISP), and/or giving updates in a timely manner for repairs on their network equipment

Monitors a wide range of network enterprise devices using cloud software based tools such as Service

Now, that generate alerts to aid in identifying/categorizing problems

CPCC, ITS Technical Services, Charlotte, N.C. Feb 2016 - Present

IT Infrastructure Systems Analyst II

Hands on infrastructure based technologies for college wired/wireless devices/cabling

Complete service request on footprints. Part of team deploying cisco 2960x (over 700), at 9 campus’

Performs/participates in analyzing with senior engineers to keep devices connected to internet

CPCC, Disability Services, Charlotte, N.C. Dec 2014 – Nov 2015

Student Relationship Coordinator

Answer questions via phone or at front desk relating to disability services registration requirements

Provide inter-Departmental staff with student personal information and medical documents

Create and edit detail info forms and disability procedures for upper management as needed

Use Microsoft Outlook email, Sharepoint, Lync, and Microsoft word to log daily the purpose of visitors and students to our office

CPCC, Learning Technology Services, Charlotte, N.C. June 2014 – Dec 2014

Student Relationship Intern

Used Panopto app to view, create, and edit close captions for Learning Technology videos

Created or edited learning technology news scripts and homepage websites

Researched new technology and the possible hindrances i.e. Net Neutrality

Laydeez Phurst Maintenance Company, Charlotte, N.C. 1997 – 2015


Practiced above and beyond customer service resulting in over 70% customer retention

Tested appliance central command circuit cards for functionality using multitester

Repaired mechanical and digital controlled major appliances for National warranty company

GTE Corporation, USA and World 1990 – 1995

Field Representative

•Installed/tested packet switches, PROM cards and LAN lines for Army Mobile Subscriber Equipment, (MSE)

•Trained 500+ Army enlisted/officers in class/field environment to activate/operate MSE

•Motivated team to meet unexpected deadlines for transfer of updated MSE to soldiers

Military Experience

United States Army 1983 – 1991

Served 3+ years, Sergeant, Fort Hood, Texas

Appointed Equal Opportunity Officer for Military Intelligence, (MI), battalion

Conducted Instructional classes for 300+ enlisted and commissioned officers regularly on preventative maintenance of Ground Support Equipment

Earned 3 military service medals while on active duty


Training on Cisco management software/hardware, i.e. meraki switches, Ongoing

Certified Meraki Network Operator, (CMNO), January 2018

Associate of Applied Science (AAS in IT), May 2016 - CPCC, Charlotte NC

Cisco Certified Network Associate (CCNA), May 2015

Computer Tech Integration: Cisco Administration, May 2015

TestOut Security Pro Certification, December 2014

CompTIA A+ certification, July 2013

Notable Experience

Published a tutorial titled, “Facebook desktop shortcut”, on YouTube using Screencast-o-matic-

Traveled to Europe, Asia, and most of the United States to include Puerto Rico and Canada

Toastmaster international club officer- SAA, (Sergeant At Arms), Current

State winner of Toastmaster international Humorous Speech Contest, 2017

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