Customer Service Technical Support

Michael L. Brown

Phone: 407-***-**** Email:

***************@*****.***

Objective

To obtain a a technical customer support position, to help the end user with all their technical support needs.

Education

Seminole State College – Sanford, FL

2003 - 2006

(Major computer science) 50 credits completed

St. Petersburg College – St. Petersburg, FL present

Professional Experience:

Bright House Networks

12/06 – 8/14

Technical Care Professional-Helpdesk Support Tier 1 -3

• Assist End User with email password reset

• Configure various routers, printers, computers and smart phones to connect to wireless access point.

• Assisted End User with downloading and configuring anti-virus suite

• Used Remedy ticketing system to forward escalated issues to field engineers.

• Assist End User with pop/smtp server configuration in preferred email client software.

• Configured various routers SSID, WPA/WEP, Access Control, static IP, DHCP, and port forwarding features in routers such as; Belkin,

Netgear, UBEE, Motorola.

• Troubleshot the end users computer to make sure it is configured with the correct network settings for internet connectivity.

• Provide technical assistance and support for incoming queries and issues related to computers systems, software and hardware.

• Provided the highest level customer service to all customer contact.

• Run diagnostic applications to resolve internet connectivity problems.

Triad Staffing Agency

10/06 -3/07

SunGard

Helpdesk Support Tier I

• Using Active Directory to update passwords for various higher education portals.

• Identifies diagnoses and resolves Level One problems for users of various computer applications.

• Provides one-on-one end user problem resolution over the phone for various higher education institutions in the Southeast Regions.

• Create a remedy ticket to escalate unresolved issues at the tier 1 level

• Reimage computers to resolve operating system processing issues.

• Gain feedback from customers about computer usage for IS remedying ticket resolution.

Convergys Corporation

03/02 – 6/06

Technical Support Representative Tier 1 - 3

• Assisted charter cable customers with password to help reset broadband email account.

• Assisted with various email client configuration.

• Checked TCP/IP settings to ensure the customer had the latest version for internet connectivity.

• Reinstalled drivers for Ethernet controller.

• Used commands in command prompt to check network settings and release/renew IP addresses.

• Assisted power cycling modems to obtain a broadband connection.

• Utilized command prompt to check network settings and release/renew IP addresses.

Technical Competencies

Familiar Operating Systems and Applications

Windows 98 – 8.1, Microsoft office, ICOMS, UNIX, DOCSIS, Aspect, UltraVNC for remote desktop, Well Verse in wireless router configuration

such as port forwarding, SSID, WPA/WEP encryption, DMZ, UPNP, set the static lease or setup a static IP address, Linksys, Netgear, Belkin,

Motorola, Arris, Ubee configuration firmware. Microsoft Active Directory. Malware antivirus configuration: Norton, McAfee, Zone Alarm, etc.

Various mail client setup such as, Outlook, Incredimail, Thunderbird, Window live mail, etc.

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