Joseph Boster

*** ****** **.

Suwanee GA *****

678-***-****

acqdxr@r.postjobfree.com

Fifteen years IT experience in operations support environment. I have Six years of Data Center Experience, and have directly supported PCs and Printers in for Mediacom cable and Hisense USA. I also have over twenty years of Customer service in a variety of fields. I have worked independently and as a team player. I am also self-motivated. My primary strength is adapting to new experiences and challenges quickly. My custom

er service skills aide me in communication with peers, customers and supervisors. I have always enjoyed figuring out how things work and printers are no exception. Finding the proper drives and work around for unsupported platform is an interesting challenge. Two years ago I knew almost nothing about TVs and now I am the Senior Tier 2 expert for Hisense.

AREAS OF STRENGTH

Knowledgeable in Windows, Mac, Linux

6 Years in Data Center Environment

Prioritizing and Organizational Skills

Quickly learns new fields.

Help desk Support.

Self-Starter and Performance Orientated

Hands on Individual

Flexible and eager to take on multiple roles.

PROFESSIONAL STRENGHTS AND ABILITIES

Hisense-USA April 2013 – Current

Tier 2: Subject Matter Expert.

Provide Tier 2 Support on television, tablet, and appliance issues via Infonte ticket system.

Lead a crew of 5 CSRs on the Saturday shift.

Use SAP for Warranty support on Hisense-USA’s products to create service and part orders.

Develop Training presentations for new products and update bulletins for new issues.

Train incoming CSRs on technical issues with Android tables and TVs.

Subject matter Expert working with R&D team on new issues with Hisense Products

Answer end user questions on public forums and reviews.

Tech Lead for Huawei Call Management system,

Maintain Call Center’s 22 CSR windows based desktops.

Service Advisor for Hotel, RV, and hospitality TVs.

Chromebook Certified.

Google Inc. February 2008 - January 2013

Operations Engineer I

Experience in Data Center environment.

Running Cat5e; building cross-connects, fiber, racking/configuring Google proprietary servers

Installing Google Proprietary severs

Troubleshooting firewall connectivity issues

Troubleshooting fiber connectivity issues (w/service provider, etc.)

Configuring switches as well as erasing according to protocol

Running Cat5e; building cross-connects, fiber

Helped Senior Engineer plan and implement fiber cutover to bring 6000 machines from copper to fiber.

Handle customer issues via ticketing system

On-site system repairs and configuration of replacement equipment if necessary

Excellent oral and written communication

Updating customers on issues via requested communication method (phone, ticket system, etc.)

Conferencing with customers and other team members for new projects

Part of Datacenter On Call rotations for five years

Switch configurations (also mount them on rack) using custom installer scripts

Promoted to Operations Engineer I

Repaired and Diagnosed over 15000 machines

Deployed over 5000 machines.

Decommissioned five Google data centers as part of a team.

First to implement disk security protocols in the Suwanee Data Center.

Took “On Call” time and responded to several incidents coordinating with remote users and local team

Workforce Logic (Contractor for Google) March 2007 – February 2008

Datacenter Technician Assistant

Transfer tools, parts, equipment, and supplies to and from workstations and other areas. Maintain cleanliness of working environment.

Assemble/disassemble and populate/depopulate equipment racks. Disassemble broken or failed hardware equipment and replace parts per defined process using hand and/or power tools.

Run/install Ethernet and fiber optic cable per defined process.

Operate barcode scanners and associated software tools.

Participated in temperature sampling project in Suwanee Data Center

Determined how many access points to use and where to position after survey

Ran cat5e cable from waps and ports to punch down panel then to switch

Installed injectors on the switch for power over Ethernet (cisco waps)

Promoted to full time employee

Mediacom Communications Corp. November 2000 - December 2006

Internet Support Representative

Technical support for Dial-Up and Cable Modem users.

Ran Coax cable for Customer Cable modems.

Supported any unusual issues (Macs, Routers, etc.)

Maintained office hardware, software, and computer peripherals (printers, fax…)

Supported Local Staff IT issues.

Manged project to replace entire server fleet from Sun to Compaq computers

Assistant System administrator for 20 servers.

Handling of all abuse/spam complaints from other ISPs.

Worked closely with the remote Senior System Admin.

Gained familiarity with Cisco devices

Immanuel Baptist Church & School May 2004 – July2005

IT Specialist (part-time)

Advised on new hardware

Supported Windows 2000 server and 20 desktops

Supported any employee having connectivity issues via phone in off hours

Monitored device (switches, routers, ups systems) outages

EDUCATION

Shorter University Bachelors in Bus. Admin. (Complete Dec 2015) Rome, GA

Shorter University Associate of Science, December 2013 Rome GA

NCTI Certifications for cable TV issues.

PROFESSIONAL REFERNECES

Mark Gensheimer Google Inc. 678-***-****

Richard Busby E*Trade Financial 678-***-****

Vince Davis Hisesne USA 678-***-****

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