Philipp Shiltsov

Weatherstone Road ( Woodstock, Ga. 30188 ( 404-***-**** (

aco8cm@r.postjobfree.com

TECHNICAL SUPPORT

Professional Development, complete ongoing training in the areas of

Microsoft Office, Cisco, Verint Technical Support training, desktop

support, network configurations and computer development.

Extensive background in technology services operations management includes

an excellent work ethic; possesses a strong sense of responsibility,

teamwork, and leadership with a track record of dependability, pooled with

absolute integrity.

Demonstrated success by continuing education such as: Web Design, CCNA

Routing and Switching, CCNA Voice, IP phones, PCs, Dell Servers, HP

Servers, Telephony and embedded platforms.

Core Professional Strengths: Proven ability to conceptualize and generate

new ideas-analyze problems and develop effective IT solutions. Adept at

installation, configuration, administration, and troubleshooting of

advanced systems.

Languages: Russian and English

Education & Certification

South Ural State University - Chelyabinsk, Russia

Major in Foreign Languages 1999-2002

Activities: Worked as a computer technician during college.

Certification:

< Web Design(online courses),2006

< Cisco CCNA (2013)- Atlanta, GA

< Cisco CCNA (2015) - Atlanta, GA

TECHNOLOGY & SKILLS

User Training & TCP/IP RAID

Support VPN/ Secure ID LAN/WAN/VLAN

VMware Cisco Routers and Switches Problem Solver

VOIP Telephony Cisco Configuration

Cisco Unified MS Office Suite Professional

Communication Manager Windows Server 2008 ss

Wireshark L2 Switching, L3 Routing

Windows XP, Vista,

2007

PROFESSIONAL EXPERIENCE

Adtech Global - Alpharetta, GA

Specializes in technology solutions for contact centers, IP telephony,

engineered computing and networking.

System Monitor Technician, 2011 to Present

Successfully monitor client's entire Verint and hardware solutions.

Key Results:

< Played a key role in other duties that included answering support

calls, logging in support tickets as well as basic troubleshooting

hardware (power supplies, memory, hard drives, etc.) and software (

operation systems and supported third party software).

< Ensured 100% Customer Satisfaction.

< Developed a great repertoire in customer relations.

< Dedicated to working nights and weekends to solve a problem.

< Escalate helpdesk ticket to Tier - I/II Technician as needed.

< Create and maintain support documentation.

< Deliver helpdesk ticket closure within the departmental SLA.

< Complete assigned special projects and system builds as requested by

the customer support manager.

< Maintain current support knowledge by attending training classes as

needed.

Adtech Global - Alpharetta, GA

To deliver solutions to help business improve their customer service

operations and maximize workforce efficiency.

System Integration/RMA Technician,

2010 to 2011

Worked with various departments such as Production, Engineering and

Quality, to configure, load, integrate and test hardware and software

embedded platforms as well as performs failure analysis and repair units

that fail functional testing while adhering to specific customer needs.

Key Results:

< Integrated and tested functional performance of telephony and

embedded platforms

< Performed Failure Analysis and repaired units that fail functional

testing

< Loaded, configured, and integrated customer specific hardware and

software as required

< Recorded quality data for later analysis

< Worked with RMA department to diagnose and analyze hardware returned

by customer

< Completed Failure Analysis Reports for all failed components

< Discussed problems encountered while troubleshooting with supervisor

and engineering staff, and recommends solutions to improve

efficiency.

< Followed all corporate, safety, and production procedures and

regulations; maintains a clean and orderly workstation. Followed all

applicable work instructions to efficiently perform repair and

testing processes.

< Promoted to a new position in Customer Support as a System Monitor

Technician.

E Strategic Soultions - Roswell, GA

Offers integrated point of sale systems, interactive voice responses,

consulting, Web hosting, email campaigns, phone banks, Web-based job

boards, software development services, and Web portals.

Client Support

2007 to 2009

Successfully led and completed time-sensitive projects by prioritizing

tasks. Assigned, tracked, updated, monitored, and followed-up on problems

to resolve hardware, software, and PC connectivity issues.

Key Results:

< Helped existing customers with technical issues related to company

applications and software. Provided detailed explanations to clients

regarding software use, navigation, reporting, and other technical

operations.

EMS Wireless - Norcross, GA

A broad base of wireless and space technologies.

Assembler

2005 to 2006

< Compiled and maintained records; examined material received to verify

conformance to specifications.

Key Results:

< Assembled and tested all types of antennas to ensure quality and

proper operation.

< Read electrical diagrams, drawings, and blueprints.

< Received specific guidelines, worked within defined standards and

specifications.

< Addressed/resolved employee problems in accordance with company

procedures and employee policies.

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