Network Admin / Support Engineer

CECIL A. SYLVESTER JR.

**** ******** ***** * Ellenwood, Georgia 30294 * 678-***-**** * *************@*****.***

TECHNICAL SKILLS

OPERATING SYSTEMS: Windows 9x, ME, 2000, XP, Vista, 7, 8, Windows Server 2003, 2008, &

2012.

HARDWARE: Avaya and Cisco phone systems, D-Link, Belkin,& Netgear Routers and

switches, Hubs, Modems, Laptops, Desktops, Servers, Workstations,

(Most if not All Brands *i.e Dell, HP, Compaq*), SCSI, Network Cards,

Motherboards, Graphics Cards, Hard Drives, RAM, Printers, Scanners,

and other Peripherals.

NETWORK/PROTOCOLS: LAN/WAN, TCP/IP, DNS, DHCP, POP3. SMTP, FTP, RDP, VPN, NAT,

ETHERNET, Copper/Fiber, VLAN, Avaya Call Management system, and

Wireless Networking.

SOFTWARE: MS Office Suite 2003 - 2013, Visio, Lotus Notes Client, McAfee, Norton,

AVAST!, Microsoft Communicator.

CERTIFICATIONS: COMPTIA A+ (NET + and CCNA in working progress)

WORK EXPERIENCE

CARESTREAM DENTAL

Technical Support Engineer – Hardware & Software Support March 2013 – October 2014

• Provide Software and Networking assistance with PC for customers via remote sessions.

• Effectively troubleshoot defective dental electronic products via remotely with client.

• Perform level one troubleshooting on all current hardware supported.

• Demonstrate the ability to solve common problems and to provide immediate solutions.

• Perform any tasks as directed by his/her supervisor.

• Maintain and increase product knowledge on applicable products/applications via training,

documentation and personal research.

• Document issues and resolutions thoroughly in the CRM.

• Record an entry for every customer contact in the CRM

• Submit proposed solutions to basic issues in knowledge base and for internal/external

documentation

• Escalate calls following the escalation guidelines as needed.

WIPRO BPO/ VERIZON BUSINESS TECH SUPPORT

Tier 3 Tech Support / Presidential Executive Appeals / Granite Agent February 2012 – March 2013

• Perform various types of troubleshooting on Verizon DSL modems, PC Computers, Landline

telephone, Wireless Routers, Email Client Software, and McAfee software.

• Prioritize cases for quick resolution as we are the final escalation for the customer.

• Resolve software problems for clients via telephone, email, chat, and remote web sessions.

• Use of Desktop ticketing systems (VRepair, Coffee) to document all of the customer’s issues.

• Works directly with Verizon business and consumer customers on a daily basis to improve

customer satisfaction with Verizon Internet Products.

• Educating the customers on reoccurring technical issues and how to prevent them in the future.

• Taking ownership of networking and customer issues which may have been assigned on short

term notices.

EDUCATION

Westwood College of Technology – Atlanta, GA March 2008 – May 2011

• Bachelors of Science Degree in Computer Networking Management – (COMPLETED)

LINKEDIN PROFILE:

• www.linkedin.com/pub/aj-cecil-sylvester/34/32a/94b/

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