Technical Support

Brian Legg

**** ******* ** ** 256-***-****

Atlanta, GA 30310-3505 ***********@*****.***

OBJECTIVE

Information Technology Position in Networking Support

EDUCATION Clayton State University Morrow, GA

Computer Network Technician Certificate May 2012

Bachelor of Applied Science in Technology Management July 2013

GPA 3.8/4.0

SKILLS

Database Oracle 11g w/Forms & Reports, SQL, PL/SQL, Triggers, Procedures

Programming Java, C++, Visual Basic, Maple, JavaScript

Networking TCP/IP, DNS, DHCP, VLANs, IP Addressing & Subnetting, Routing

Protocols, Cisco Routers & Switches, WLANs, Security, VoIP

Operating Systems Windows

Office Resources Microsoft Office Suite

RELEVEANT COURSES

Network Fundamentals and LANS

Foundations of Information Technology

Routing and WAN Technologies

Foundations of Database Design

Foundations of Webmaster

Fundamentals of Wireless LANs

Foundations of Project Management

Fundamentals of IP Telephony

Professional and Technical Writing

RELEVANT EXPERIENCE

Cbeyond, Atlanta, GA

Design and Configuration Services Support June 2013 – Present

Field and facilitate the successful resolution of customer directed BroadWorks Cloud PBX change requests.

Work closely with necessary departments to ensure a seamless transfer of services to Cbeyond.

Ensure customer expectations are set accordingly throughout the order lifecycle.

Coordinate applications set up with customers, vendor and internal departments as needed.

Inform Management of any unresolved issues impacting the customer’s service and work to resolve issues with minimal customer impact

Update all OSS systems and customer records

PBX feature programming and phone set up-configuration.

Tier I Technical Support May 2014 – August 2014

Troubleshoot SIP, PRI, CAS, and analog voice issues

Troubleshoot T1, EFM, and Fiber Internet technologies

Troubleshoot Hosted Microsoft Exchange, Web Hosting, Fax to Email, VPNs, voicemail

Remote into Cisco routers to verify configuration as well as make configurations changes such as enabling/disabling DHCP, voice port adjustments, enabling/disabling debug, and port forwarding

Check circuits for errors and open ILEC tickets to test circuits

Remote into users’ computers to assist in troubleshooting

Make adjustments to Cloud PBX

Managing domains to include MX records, A records, and reverse DNS

Maintain SLAs on trouble tickets

Mobile Support March 2013 – February 2014

Troubleshoot and resolve mobile handset service issues through identification to solution

Utilize Siebel CRM to process notes, orders, trouble tickets, and service requests

Identify and report network issues, device issues, features issues etc. that are impacting subscribers across the board

Constant monitoring of trouble ticket/service request queue and mobile support and customer care emails to manage workload

Wandering WiFi, Atlanta, GA November 2012 – March 2013

Tier 1 Technical Support

Configure and support the process for wireless connectivity

Troubleshoot for multiple computer, phone, and tablet platforms

Provide end user support including login assistance and wireless device support

Remotely troubleshoot wireless equipment such as gateways and access points

Create case notes for wireless locations

Modify RADIUS authentication, DNS settings, and channel conflicts

Backup support for AirWatch Mobile Device Management

Caduceus Occupational Medicine, Hapeville, GA November 2011 – January 2012

IT Intern

Re-imaged Windows desktops

Installed software onto end stations

Programmed firewall to restrict connectivity/access

Replaced faulty computer equipment

PROFESSIONAL EXPERIENCE

Skylight Financial, Atlanta, GA October 2007 – February 2012

Supervisor

Monitored calls for quality assurance purposes

Coached and developed agents to meet company standards/metrics

Handled and tracked escalated calls via the escalation desk

Submitted and revised trouble tickets to the IT department via JIRA ticketing system

Handled unlocking usernames and passwords for online banking and internal systems

REFERENCES

Available Upon Request

Contact this candidate