Customer Service Support

Boujaer Mohammed

*** ***** ****** ***

Arlington, Texas 76002

Home 682-***-****

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

Summary of Qualifications

Seeking a challenging and responsible help desk position

Experience

Verizon Communications Inc Dallas, TX

Fiber Customer Support Analyst 11/05 to present Dallas, TX

Perform analysis and isolation of trouble conditions, Create trouble reports. Provide customers with trouble status.

Sort troubles into user, Voice Network, Data Network, Video Network & OS Plant categories. Provide trouble resolution and closeout when possible.

Provide Home Network Equipment Support to customers, Provide Home Jack and Wiring Support to customers when applicable.

Dispatching trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.

Negotiating dates, times and access arrangements associated with resolving customer service order fallout and trouble report.

TAC Worldwide Companies Dallas, TX

Deployment Technician 03/05 to 09/05

Backed up and restored user configurations, data and profiles.

Replaced old workstation with new ones.

Resolved network connectivity and application issues.

TSI, Inc. Plano, TX

DSL Support Analyst 04/05 to 08/05

Troubleshot connection and email issues.

Telneted to the router and corrected the configuration.

Performed line test and ATM pings.

Documented all calls in CRM.

Utilized Rip and Rebuild to reconfigure the circuit on the Rback.

Genesis10 Irving, TX

Wireless Number Portability Analyst 11/03 to 08/04

Troubleshot porting issues.

Utilized the SMG and SOA interfaces in order to communicate with the (Number Portability Administration Center) and manually port numbers.

Created new port requests and updated old ones with the correct customer account information.

Telvista Corp. Grapevine, TX

DSL Support Engineer 05/03 to 01/04

Supported networking/communications suite related to Verizon internet connectivity for supported operating systems; MS-DOS 6.0 and above. Microsoft Windows 95, 98, XP, 2000, Apple Macintosh Mac, & ME OS 8.1 to OS X.

Assisted the subscriber to install and uninstall Verizon-provided hardware and related software and drivers.

Maintained the computer's operating system so that it supports internet connectivity and verizon-provided hardware and software.

Troubleshot no sync, no route slow throughput and connectivity issues.

Troubleshot to detect and correct configuration problems in the operating system and PPPoE Software and Customer Premise Equipment.

Dynamic Sources, Inc. Dallas, TX

International Support Analyst 12/99 to 06/02

Troubleshot customers’ Windows 95, 98, Me, NT 4.0, Windows 2000 Operating Systems and a variety of proprietary and off the shelf email applications.

Provided support in English and French to local and oversea users.

Tracked, documented and assigned customer tickets to the appropriate global helpdesk using Remedy.

Stream International Carrolton, TX

Software and Hardware Technical Support 03/97 to 11/99

Utilized (Work Bench PSS) database and Knowledge Base queries and search utility to troubleshoot various dial up problems.

Provided technical support in French and English for connection and email issues to the Microsoft Network.

Worked extensively with Windows 95, 98, NT 4.0, DOS 6.22 and Mac OS 7 & 8

Troubleshot customers’ computers and provided customized configuration

Education

Metropolitan State College of Denver, Colorado Denver, CO

B.S.C. in Accounting 08/96 to 12/96

Languages

Fluent in Arabic and French

Certifications

A+ Certification March 1998, Network + May 03, CCNA March 05, Windows 2000 July 05, Security + Certification August 05, Windows 2003 Server January 06, Computerized Accounting Certification August 06.

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