Customer Service Desktop Support

Noah Whitley 916-***-****

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

Results driven IT professional with experience in the support of information systems. Knowledge of the implementation, analysis, optimization, troubleshooting and documentation of LAN/WAN network systems. Possess strong “hands on” technical knowledge with CompTIA and CCNA certifications. An established track record of excellent customer service and addressing professional challenges head-on.

TECHNICAL SUMMARY:

●All Cisco Routers and Switches, IOS 15.

●IPv4/IPv6 Routing Protocols (OSPF, EIGRP, IGRP, RIP, IS-IS, NLSP)

●Implementation of SNMP on devices to allow for network management.

●Execute traffic filters using Standard and Extended access-lists, Distribute-Lists, and Route Maps.

●Configuration of: Static/Dynamic NAT, PAT, SSH, Port Security, VLANs/Trunks, DNS, FTP, TFTP, DHCPv4/v6, Spanning-Tree, Single/Multi-Area OSPF.

●Experienced at IPv4/6 Subnetting & VLSM.

PROFESSIONAL EXPERIENCE:

●(Contract: Experis) Sacramento County: Desktop Support 01/14-07/15 Provided multi-tiered support for end-client and peer staff to enhance work performance. This support is facilitated by researching issues, testing, planning and strategically implementing solutions. Support efforts include analyzing, researching, educating, documenting, developing a communication plan and establishing a rapport with end users, line supervisors, managers and executive management.

●Drexel University: A/V Technician 01/14-04/14 Responsible for setting up, testing, and troubleshooting audio/video capture equipment. Set up equipment such as microphones, sound speakers, video screens, projectors, video monitors, smart boards, recording equipment, connecting wires and cables, for meetings, and remote instruction sessions.

●B Street Theatre: On-Call desktop support 12/13-04/14 Identified and addressed complex usability problems, ensuring that all end user systems had up-to-date anti-malware protection. Provided desktop computer support for staff, troubleshoot hardware and applications support as needed.

VOLUNTEER EXPERIENCE

●Goodwill Industries: Desktop Support 09/13-12/13 Responsible for monitoring and maintaining the computer systems by analyzing requirements, installing software and hardware, and providing end user support.

●Fay Industries: Technology Assistance 08/13-12/13 Instructed owner on use of speech recognition software Dragon Naturally Speaking. Assisted with content additions and removals to website. Performed regular maintenance; Coordinated additions, moves and file management to root directory.

EDUCATION/TRAINING/CERTIFICATIONS:

●Cisco Certified Network Associate: Routing and Switching sCiscoID: CSCO12854132

●Cisco Certified Entry Networking Technician CiscoID: CSCO12854132

●CompTIA Network+ Verification ID:C5K5YMPB7P442CQW

●CompTIA A+ Verification ID:588L4N5DSDVE16TQ

●Asian Studies; Sacramento State University, Sacramento, CA (2008 - 2011)

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