Customer Service Technical Support
Resume:
BRIAN M. SMITH
**** ****** **. ***** ****** NY **072
acergf@r.postjobfree.com
[pic]
Job Objective
To obtain a position as a member of a team where experience and skills will
add value to the entire organization.
Highlights of Qualifications
Over 16 years of combined customer service, technical, and training
experience.
Broad range of internet and networking knowledge with advanced technical
and computing skills.
Excellent organizational skills, highly efficient and capable of completing
multiple tasks at one time.
Advanced Technical Knowledge
Call Center Applications: Remedy, DST, ACSR, IEX, Avaya, and Centerview
(CMS)
Desktop Applications: MS Office, Open Office
Email Clients: Outlook Express, Netscape Mail, Eudora, Mozilla,
Thunderbird,and Pegasus.
Internet Protocols and Connections: TCP/IP, POP, and Ethernet/USB, Dial Up,
DSL, and Broadband connections.
Operating Systems: Windows 95, 98, NT, 2000, ME, XP, Vista, Windows
7,Windows 8, Linux, and Macintosh.
Web Browsers: Internet Explorer, Firefox, and Chrome
Networking: Windows NT (workstation and server 4.0), Windows 2000, XP,
Vista, 7, and 8
Computer Repairs and Upgrades: Computer concepts, input and output and
devices, storage devices (primary and secondary components) diagnostic
tools preventive maintenance, system installation, software installation,
system upgrades, and printers.
Professional Accomplishments
Key Skills:
Willing to be part of change management and adapted to company growth and
development.
Provide mentoring and assist with new employee transitions and training.
Consistently maintained strong communication skills that positively
affected the outcome of customer interaction.
Network Specialist
Crossed referenced and documented technical manual for JVL Encore
Helped document and resolve issues for Encore technical support manual
technician schools
Assessed each of the location (s) network issues and establishing network
and server connectivity.
Monitored all JVL Media Stream connections at individual locations
Installed 18 individual JVL Media Stream locations
On location I had to assess the network and resolve any of the network
issues before leaving.
Tracked all shipments, all issues, all complaints, of every JVL Media
Stream (67online).
Created and maintain contact list for the JVL Media Stream operators and
locations.
Created " Emergency Response " for JVL Media Stream issues.
Developed the installation instructions for the JVL Media Stream and the
troubleshooting section of the JVL Media Stream technical manual.
Diagnosed JVL Media Stream information to establish a demographic of the
best location, ( big or small, suburban, urban or rural )best network
situation ( ISP speed, WI-FI or hardwired ) What situations have produced
the best results.
Set up a network for the JVL booth for both the AMOA and the Bar and
Nightclub shows in Las Vegas while troubleshooting client issues with
various JVL products and services.
After hour support for all JVL sales staff as well as operators and
distributors
Developed and implemented processes and procedures for payroll and human
resources for Platinum Municipal Services Ghana Limited.
Set up multinational/multiplatform computer systems monitored remotely and
locally for Platinum Municipal Services Ghana Limited and Cordoba Agro
Ghana Limited.
Assisted with setup Co-OP with Ghana Coffee and Cocoa farmers and Cordoba
Agro Ghana Limited.
Set up and maintain email servers with company domains with Platinum
Municipal Services Ghana Limited and Cordoba Agro Ghana Limited
Set up multinational PBX system
Work History
02/2013 - Present Communications Manager /Development Team
Cordoba Agro Ghana Limited
Accra,Ghana, Africa
Lived in Ghana for two months setting up computer and communication
systems, visiting various plantations, government processing facilities.
Assisted in development of this start up company. Set up multinational (
Ghana, Canada, and United States ) multiplatform ( I/OS, Android, and
Windows ) communications via VOIP, mobile, and desktop.
Communication and IT liaison for development team.
Set up logistics for shipments of crops. Assisted with setup Co-OP with
Ghana Coffee and Cocoa farmers and Cordoba Agro Ghana Ltd.
Set up and maintain email server and website with company domain (
www.cordobaagrogh.org ).
Set up and maintain multinational PBX system
10/2012-04/2013 Office Manager/Network Administer
Platinum Auto and Platinum Municipal Services Ghana Limited
Toronto, Ontario and Accra,Ghana, Africa
Lived in Accra, Ghana for four months. Office Manager for 45 employees.
Developed and implemented processes and procedures for payroll and human
resources.
Set up and maintain email servers with company domain.
Set up and maintain multinational office with a Windows based network.
02/2009 - 10/2012 Assistant Manager Technical Support and Customer
Service
JVL Inc.
Concord, ON
Daily use of RMA program ( tracking, documenting ),UPS tracking,and JIRA
Consulted with Engineering, QT, QA, Production.
Phone and physical support for Operators, Distributors.
Phone and physical support for our Sales Team with the full range of JVL
products.
Repairing and upgrading mother-boards for our specialized products.
Establishing and maintaining relationships with Operators, Distributors,
and Sales Team
10/2007 - 05/2009 Level 2 Employee Technical Support
Educate Online, Inc.
Baltimore, MD
Support of Level 1 technicians, teachers, technical support representatives
and Channel Support Engineers.
Installing and supporting; Cisco VPN, Citrix remote software, Educate
Online Learning Environment, Footprints, Live Person, Remote Desktop,
Skype, Vonage, X-Lite, XMPP software, Avaya, and Eclipse.
Additional duties include; Technical writing, weekly meetings, training, ad
hoc projects and software development.
This position is a telecommuter position exclusively. All duties were done
from my home office.
5/2000- 4/2007 Tier 2 Technical Support Engineer
Adelphia Communications / Time Warner Cable
Buffalo, New York
Supported the Technical Support Representatives as a subject matter expert
with advanced technical or support issues. Also performed technical support
engineer duties as listed below.
5/1998- 5/2000 Technical Support Engineer
Adelphia Communications
Coudersport, Pennsylvania
Assess and solve HIS subscriber and technical installer's internet and e-
mail connection problems in a timely and a professional manor.
Utilized TCP/IP QS plus for windows, Remedy 4.0 Action Request System, LDAP
admin console, UNIX telnet sessions, Proxy Servers to troubleshoot and
resolve support inquires.
1/1997- 5/1998 Technical Manager
Staples
Altoona, Pennsylvania
Upgrade personal computers on the software and hardware level.
Installation of memory, modems,and hard drives.
Diagnose problem or potential problems.
Instruct hopeful clients on the benefits of replacing their existing
personal computer.
Daily paperwork (consisting of all of the diagnostics, finished work and
clients personal information pertaining to the personal computer, weekly
quotas, etc.).
Daily contact with the public.
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate