Customer Service Active Directory
Resume:
Jacqueline Brooks
acbc3v@r.postjobfree.com
San Antonio, TX 78249
SUMMARY OF QUALIFICATIONS
Associate of Applied Science-Network Administration
Associate of Science-Computer Science
5 years technology support
3 years audiovisual and telepresence
Certifications: Windows Specialist, Web Specialist, Linux Specialist, A+,
Linux+, Network+, MCP Windows 2000 Pro/Server
Superior communication & customer service skills, bilingual
Detail- oriented team player focused on end-user support
TECHNICAL SKILLS
Operating Systems Microsoft Windows DOS - Win8, Mac OS, iOS, Linux,
Andriod, AS/400
Networking TCP/IP, Network Security, HTTP, SMB, Active Directory
Languages Javascript, HTML, Java, Perl, SQL, COBOL, Visual Basic
Hardware Crestron, Tandberg, Polycom, LifeSize, Printers, Apple, PC
Applications MS Office, Creative Suite, Final Cut, Tandberg MCU, Open
Office, mySQL,
Camtasia, Moodle, Blackboard
PROFESSIONAL EXPERIENCE
kgb_ USA/ Conduit Global San Antonio, TX 2013-
present
Technology Support Agent
Provide technology support of fiber optic technology in a Tier II
resolution call center for customers of internet, television and telephone
services
Troubleshoot issues concerning digital television, internet and telephone
services
Provide excellent customer service to callers in need of technology support
De-escalate calls from customers with technology troubles in order to solve
connectivity issues
Key Achievement: Consistently received excellent and satisfactory comments
from customers while maintaining exemplary call handling statistics across
the continuum of service
Environment: Windows Active Directory, CoA Ticketing System, FTTP
Troubleshooting System
Texas A&M University System Health Science Center
School of Rural Public Health College Station, TX
2005-2007
Audiovisual Specialist
Facilitated mixed-mode distance education via multimedia and teleconference
by supporting faculty and developing courseware face to face and across the
Web
Interfaced with distant sites (educational cohorts)
Facilitated faculty and students in distance education (as liaison)
Maintained equipment and connectivity of Tandberg and Polycom Systems
Scheduled logistics for classes & meetings
Website maintenance & modification
Troubleshooting, Mac OS and Windows support for faculty
Encoded and recorded backup of classes
Key Achievement: Transitioned distance education from VHS/FedEx to video
teleconference and live streaming
Environment: Tandberg, Polycom, Crestron, LifeSize, Blackboard, WebCT,
Camtasia, Active Directory, Outlook, Mac
Blinn College Academic Technology Bryan, TX 2003-
2004
Audiovisual Technician (two departments)
Supported teleconference systems for faculty and students in interactive
videoconference classes.
Digital and analog A/V
Setup, maintained, troubleshoot, encoded, digitized video conferences
Recorded satellite downlink
Multipoint Control Unit Tandberg systems videoconferencing (packet switched
IP network)
Maintained databases and analyzed data
Setup, breakdown and scheduling of videoconferencing equipment
Maintained equipment check-out and management of usage
PC and peripheral installation and maintenance
Supported students and faculty in Help Desk environment for Distance
Education
Developed instructional concepts and course ware
Hosted individual/group software trainings, prepared manuals and
instructions
Key Achievement: Assisted faculty in Distance Education during migration to
Active Directory
Environment: Tandberg, WebCT, Camtasia, Active Directory
EDUCATION
Blinn College Bryan, TX 2005
Associate of Applied Science-Network Administration
Associate of Science-Computer Science
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