Customer Service Technician
Resume:
LESTER D. BROWNING
Chicago, Illinois 60653
*******@*****.***
SUMMARY
• A technically proficient and versatile professional with extensive experience in diagnosing and resolving difficult
problems in the area of hardware, application, operating systems and interface with end users handling inquiries
regarding system configuration.
• Ensured that the clients understood system functions and possessed the ability to manipulate software to produce
positive end results.
• Effectively rendered technical advice to non-technical personnel and quickly adapted to challenging situations in a
fast-paced, deadline-driven environment.
• Established a reputation for keen and visionary methods to troubleshoot comprehensive patterns.
TECHNICAL SKILLS
Hardware: CISCO Routers and Switches, Cisco Wireless AP, HP Printers, Multiplexers, NCP, Fiber Optic
Application: Cisco VPN and Network General Sniffers, WordPerfect, Lotus Notes, Microsoft Office Suite, Lotus 1-2-3,
Netview, Outlook 2000, TCAM, CSME/CUG, DRDS, CLIB, OS/390 V2, 10, Zos v1,2, INET, SNA/NCCF, VTAM
Network Protocol: TCP/IP, RIP, BGP, EIGRP, OSPF, NAT, SNMP, IPSec, ISDN, PPP and Frame Relay
Operating Systems: Windows NT, DOS 5.0/6.0/6.2, Windows 95/98/3.11, AS/400
PROFESSONAL EXPERIENCE
FEEDING AMERICA, Chicago, Illinois July 2012 –
November 2012
Desk Side Operations, Internship
Provided a single point of contact for end users to receive support and maintenance within the organization's desktop
computing environment. Included installing, diagnosing, repairing, maintaining and upgrading all PC hardware and
equipment to ensure optimal workstation performance. Troubleshoot problem areas (in person, by telephone, or via email)
in a timely and accurate fashion, and provide end-user assistance where required.
ELECTRONIC TRANSACTION CONSULTANTS, Lisle, Illinois October 2006 – May 2011
Field Maintenance Technician
Provided responsive field and remote services for open road tolling and non-open road toll collection equipment operated
on Illinois Tollway network. Worked on 24/7 rotation on-call scheduling to ensure maintaining of after-hours support.
Completed routine preventative maintenance on equipment as defined within service level agreement. Administered
timely and accurate service records through various formal/informal training. Maintained company’s resources, such as
service vehicles, computer equipment’s, CISCO Routers and Switches, Optic Fiber cables and audit cameras.
AT&T, Schaumburg, Illinois April 1999 – June 2003
Senior Technical Associate II
Carried second support of VAM in Logical Network Definition Support, LNDS group. Supported Latin and Europe
VTAM changes and gens of 374x, Dean Witter/TCAM, Amtrak, Allstate and Sear’s applications. Handled special
projects relating to z/OS rollout and in-house product of CSME/CUG.
IBM, Schaumburg, Illinois April 1996 – April 1999
Senior Technical Associate
Moved from backbone network area to second line support of VATM. Remained on call with 24-hour pagers duty
coverage. Managed network configuration group that consisted f Y2K, 1NET and updated documentations for
departments and ISO9000 compliance. Performed telephone and on-site troubleshooting for field technicians.
ADVANTIS, Schaumburg, Illinois September 1994 – April 1996
Senior Technical Staff
Performed first line support, serving as technicians/weekend supervisor while working on special projects. Such as 1NET
to bring IBM and STS technology as whole. Developed reports to track general success/problems for window and
emergency gens. Participated in SNA and CNT classes for education and training purposes. Ensured documentation of
processes in Adview for ISO compliance. Monitored first line support for CICS calls and problem tickets inquiries by
customer service. Performed telephone and on-site troubleshooting for clients as field technician to resolve outages.
Sears Technology Services/STS, Schaumburg, Illinois September 1987 – September 1994
Technical Associate
Perform 1st level Support in the Backbone Network area. Participated and worked on challenges system generated by
Customer Services/network. Evaluated and determined problem of outage, caused by either hardware or software. Test
Telco circuit high/speed lines, modems, Front End Processors, IDNX and etc. Took corrective actions for the least amount
of down time, collaborated with vendor and user as needed. Build reputation to resolve issues quickly to meet compliance
within job orders.
OTHER PROFESSIONAL EXPERIENC E
FIRMAN COMMUNITY SERVICES, Chicago, Illinois November 2004 – October 2006
ARCII Tutor
Tutored high school students in all subjects and completed the necessary evaluation forms. Participated in parent and staff
meetings. Researched and evaluated college recommendations regarding student’s college admissions. Maintained
administrative paperwork relating to student’s attendance, performance and evaluation. Participated in training seminars to
better service students and administrators. Collaborated with Chicago Public School’s AVID (Advancement via Individual
Determination Program). Utilized AVID to increase school-wide learning and performances goal s in college preparatory
course.
City of Chicago Data Center, Chicago, Illinois November 1979 - September 1987
Telecommunications Specialist – Grade XIII
As a Telecommunication Specialist-13, I provide a running log on all down time and data equipment, monitor daily
operations of the telecommunication. Assist staff and contract vendors with the implementation and/or resolution of
system malfunction. Have a working knowledge of computer systems, time-sharing devices, printers and other computer
peripherals is mandatory. To make use and have access to various software application such as System Network
Architecture (SNA),Virtual Telecommunications Access Method Entry (VTAM) and Network Communications Control
Facility (NCCF) is invaluable.
Merrill-Lynch, Pierce, Fenner & Smith, Chicago, Illinois September 1976 – November 1979
Communication Technician
A technician at the Chicago Board of Trade, I maintained an open and running log on all downtime on data equipment.
Test and confirm all lines connected to Computer Process Units (CPU) before the open of the market. Assist with staff and
vendor on the implementations and resolution of system malfunctions. Have access to all trading floors to assist on
maintenance of trading floor computer equipment.
EDUCATION
CHICAGO CAREER TECH, Chicago, Illinois June 2012 – November 2012
CISCO Network Technology
Completed the CISCO Career Certification of CCENT and CCNA, along with CompTIA-A Practical Application.
DEVRY UNIVERSITY, Chicago, Illinois September 1974 – June 1976
Degree in Electronic and Computer Technology
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