Customer Service Representative

Moses Jerome Jimmerson

***** ***** ****** **** **********, Alabama

Cell Phone: 205-***-**** * Email: ***********@*****.***

Technical Summary

Certifications:, MCITP, CCNA, CCNET, ITIL, A+, Dell Technician

Hardware: Cisco 3900/3200/2960/1900/2811/2911 series Routers, Cisco

Catalyst

3560/2960/6503 Series Switches, Cisco 7911/7921/7960 Phones,

3Com& Netgear Switches, Hubs. (HP, Dell, Micron, Compaq, IBM) Modems,

Network Cards, Memory, Avaya and Valcom Phone Systems,

Software: Cisco IOS, MS Office Suite, Norton Antivirus, McAfee Antivirus,

Clarify, Cism

Remedy, Windows 2003and 2008 Technologies include Active Directory, Hyper

V, VPN WINS, DNS, DHCP, NPS, NAPS,

Protocols: TCP/IP, FTP, TELNET, VPN, RIP, BGP, EIGRP, IPv4 and IPv6, VPN

Education

Bachelors of Science in Communications University of Tennessee

Knoxville, TN

Career Path Summary

Network Analyst

6/2012 to Present

Mercedes Benz/Compucom, Vance,Alabama

. Monitor the Network using CA Spectrum

. Configure Layer 2 Switches and Access Points

. Monitor the Wireless Network using Cisco Wireless Control System

. Track tickets using Cism

. IP Address and DNS Management using Vital QIP Software

. Analyze packets using Wireshark

. Monitor Firewalls using Checkpoint

. Prepare graphic representation of Network using Visio

Moses Jimmerson Resume, Page 1

Field Service Engineer 3/2005 to 5/2012

US Information Communications, Deerfield Beach, FL

. On installation team that was responsible for configuring and

overseeing over 300+ remote site installations of phone systems for

PetSmart Stores. Installations process involved using 7911, 7921 and

7960 model phones along with Cisco 3560 switches and Cisco 2811/2911

routers

. Installed and Configured over 100+ remote site phone systems using the

Avaya IP Office Suite

. Punched down 66 blocks for Telco Lines for 400+ remote installations

. Installed Valcom Paging System for 400+ remote installations

. Maintained inventory of deployment IT assets of the company during pre

deployment phase of installations.

. Liaison between customers and Data Exchange Carriers including

Verizon, AT&T, and Bellsouth to resolve Telco issues.

. Assist in supporting corporate applications including PeopleSoft,

Clarify and Dovetail tracking systems along with some Microsoft

desktop applications

Junior Network Administrator 4/ 2001 to 1/ 2005

Robinson Rehabilitation Services, Marietta, GA

. Designed, installed and supported the installation and configuration

of office-wide LAN to replace aging dumb terminal system

with Windows 2000 networking technologies to include Active Directory

and Exchange 2000 for 100+

. Oversaw network and equipment upgrades to include IOS, image upgrades,

and

configuration changes.

. Configured and supported multiple remote site installations of Windows

2000 operating system

. Provided customer service for various clients to include billing and

network related issues

. Provided third level support for internal computer problems

Moses Jimmerson Resume,Page 2

Helpdesk/Repair Technician 7/ 2000 to 2/ 2001

Broadriver Communications, Alpharetta, GA

. Responsible for desktop support for 150+ clients to include the

installation, roll out, and deployment Windows 2000 operating system.

. Also responsible for inventory control to include the ordering of

various parts for the repair of Dell and Sony desktops and laptops

Upgraded 150+ Windows NT machines to Windows 2000 using Microsoft

Remote Installation Services (RIS)

. Responsible for configuring and repairing various network and client

software problems to include troubleshooting network connectivity

issues involving TCP/IP configuration and client issues involving

Microsoft Outlook

. Used Remedy Tracking system to document progress on various projects

and trouble issues

Dell Field Technician 10/1999 to 7/ 2000

Wang, Atlanta GA.

. Field troubleshooting and repair of full line of Dell computer

equipment including

laptops, desktops and servers.

. Responsible for two and four hour response times and kept SLA above

required levels.

. Exclusively handled several Fortune 100 accounts and received

commendations through Dell and said clients for high quality service

performance.

. Performed full cycle PC rollouts for Fortune 100 companies.

. Liaison to Dell account executives involved in rollouts and provided

complete

documentation of all work performed and was the final inspector

for completed

assignments.

. Repairs included replacing hard drives, power supplies, motherboards,

network adapters and cooling fans

. Knowledge of NT Server installs and RAID data storage. Received A+ and

Dell

certifications and maintained working knowledge.

Moses Jimmerson Resume, Page 3

Customer Service Representative 2/1996 to 7/2000

Crawford and Company, Atlanta GA

. Responsible for taking inbound calls to provide claims and risk

resources for insurance

companies, self-insured for corporations and government

entities.

. Responsibilities also include traditional claims administration in all

areas of casualty,

property and liability.

. Provided information on comprehensive managed care services including

disability

management, managed workers compensation and long term care.

Moses Jimmerson Resume, Page 4

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