Customer Service Technician
Resume:
David Casabonne
Highland Park, NJ 08904
**************@*****.***
www.linkedin.com/pub/david-casabonne/27/133/804/en
Objective
Results oriented technician with experience in computer support related positions across multiple industries. A strong technical back ground has enabled me to consistently utilize communication and troubleshooting skills, to consistently deliver higher levels of performance and customer satisfaction.
Technology
Hardware: Hewlett Packard, Dell, Lenovo, IBM, Toshiba, Macintosh, Desktops, Laptops, Routers/Switches and Access Points, WANs/LANs. Operating Systems: Windows 2000, XP, XP-Pro, and Windows7-Pro, MS Server 2003/2008, Exchange 2003/2010, Active Directory 2003/2008, Microsoft and Linux Virtual PC
Software: Microsoft Office 2003, 2007, 2010, Symantec/Norton, McAfee, Spy Hunter, Hit Man, Malware Bytes Antivirus, Remote Desktop, MS Baseline Security Analyzer, Solar Winds Network Tools, Adobe XI,
Web Site: Tech website and blog to communicate with virtual community of It Professionals http://casabonnecomputerconsultants.webs.com/
Summary of Qualifications
May – June 2015 Modis – Computer Sciences Corporation Princeton NJ, IT / Network Consultant for Advanced
Placement Reading
Provide basic troubleshooting assistance and ticket resolution for personal computer users.
Supports computer users with installation of basic hardware/software and networking components to meet personal computer needs.
Diagnoses and troubleshoots basic problems with individual or multiple computer resolves issues including contacting and assisting vendors.
Conducts diagnostic reviews and produces error reports as requested by customers in order to identify and correct any problems.
Assists in the design and development of standardized operational management reports in order to identify issues.
March 2014 to February 2015 Veredus Corporation – Verizon Wireless Bedminster NJ, Associate Network
Technician; Network Repair Bureau
Analysis and resolution of customer impacting faults in the network architecture and composition of voice and data networks of Verizon Wireless.
Troubleshoot and resolve service impairments related to; roaming (domestic and international), transport services (LEC, Long distance), network hardware & software faults (both switch and cell), translations, and voice and data network elements.
Isolation and resolution of wireless voice and data faults includes; correlating customer complaints with network element performance to resolve service impacting conditions.
Driving troubles to resolution by engaging internal and external resources such as Cell and NOC Technicians, System Performance Engineers, Maintenance Engineering Staff as well as equipment vendors and service providers as determined by the Associate Technician NRB.
Providing accurate and timely documentation of actions taken to inform other Network technicians of problems found and solutions for those problems.
December 2010 to October 2013 G4S Technology, South Plainfield NJ - Telecom Tech I
Responding to Emergency and routine dig requests from NJ One call.
Marking or clearing proposed work area of utilities. (Fiber Optic Cable, Electric, Water)
Supervising on site contractors excavating in area of G4S Fiber Optic Cable and NJTA Utilities (Fiber Optic Cable, Electric, Water)
Working with contractors, NJTA staff and contractor crews as well as G4S employees to ensure Integrity of marking and safety of proposed work areas
Photographic documentation of all work areas including marking for fiber optic cable, electric, water and excavations in close proximity to G4S Fiber Optic Cable and other utilities
Daily job completion reports (Emergency and Routine dig requests)
April 2010 to December 2010 G4S Technology, Albany, NY - Network Operations Command Center Dispatcher
Monitoring for network failures on Megasys and Sonet system and through email alerts in Microsoft Outlook for NY (NYSTA) New Jersey (NJTA) Pennsylvania and Ohio
Responding to Emergency dig requests on Irthnet from UFPO, NY Dig Safe, OUPS, MA Dig Safe, Penn One call, NJ One call and Delaware Miss Utilities
Daily entries in Regen Facility Entry and Exit log
Daily and weekly alarm reports for New York, New Jersey, Pennsylvania and Ohio Tabulated in Microsoft Excel.
Trouble tickets and Incident reports for network, facilities and job sites generated in Microsoft Access
Adding / Removing members into Active Directory, setting user security and access levels
Installing and testing various network monitoring tools (Solar Winds)
Promotion to Telecom Tech 1 with relocation to NJ
September 2009 – March 2014 Casabonne Computer Consultants - Computer and Technology Consultant
Consulting work for professional and personal clients on various hardware, software, and connectivity issues.
Pricing and purchasing of computer hardware, software and peripherals.
Computers and Servers custom built to client specifications
Network utilizing Server 2003, 2008 and Active Directory, Windows XP, XP-Pro, Vista and Windows7
September 2009 – March 2010 New Horizons Computer Learning Center Work / Study Internship
Correcting hardware, software, and connectivity issues.
Maintenance and repair of lap tops, desk top computers and peripherals
March 1 2005 to January 5 2009 Lia Auto Group / Lia Nissan, Schenectady, NY - Internet Sales Manager
Daily use of CRM Software to track customers, build queries and reports to track sales penetration percentages.
Trained new staff members on the processes and procedures necessary for successful operation of the Web based Dealer Ups CRM sales tracking tool.
Supported and trained staff in the use of Dealer Ups, Microsoft Outlook including e-mail, calendar, contact and task functions.
Performed on-line posting and adjusting of new ads and monthly ad campaigns and maintained store web site
Uploaded inventory photos and graphics to website and monthly advertisements
August 1998 to January 2004 Fallon Community Health Plan, Worcester, MA - IDX/IBM Member Data Analyst
Responsible for ensuring the integrity of membership information by identifying and correcting erroneous data in the IDX database.
Tracked duplicate accounts in the IDX and IBM systems using Excel to report records requiring consolidation
Processed transfers and account deactivation for account consolidation in the IDX system
Perform report generation, queries and communications with internal departments
Customer Service Representative, answered member and prospective member calls, researched member issues regarding co-pay and benefits
Trained new staff members on the daily processes and procedures necessary for successful operation of the membership components of the IDX healthcare system software
Supported staff in the use of Microsoft Outlook including e-mail, calendar, contact and task functions
Worked closely with member employer groups to insure membership materials and identification cards were delivered to the correct recipients
Processed transfers and documented employer / group insurance records to imaging or records storage.
Beta tester for network upgrades to Novell Netware 5.0 Novell Group wise and IDX
Education
Network Systems and Security Professional Program New Horizons
Associates Recording Arts and Sciences Trebas Institute of Recording Arts
Associates Radio Broadcasting and Broadcast Programming The New School Center for Media
Certifications
Achieved Comp TIA A+ certification on 5.4.09
Achieved MCP certification on 5.23.09 (Microsoft Certified Professional)
Achieved Comp TIA Network + certification on 6.30.09
Achieved MCDST certification on 8.7.09 (Microsoft Certified Desktop Support Technician)
Achieved MCSA certification on 3.16.10 (Microsoft Certified Systems Administrator)
Achieved Comp TIA Security + certification on 9.9.10
Achieved Homeland Security CVI (Chemical Terrorism Vulnerability Information) Certification 6.16.11
Achieved OSHA 30 Hour Construction Safety Certificate 3.16 12
Completed Light Brigade Fiber Optics Design Installation and Maintenance Course 5.9.12 course #12050402
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