Customer Service Support

Objective

Seeking IT/Customer Support position with opportunity to learn new technology and grow from within an organization.

Netcom Learning, New York, NY

Completing the Following Objectives in CompTIA A+ and Network+ Certifications

CompTIA A+

Install, upgrade, repair, configure, optimize, troubleshoot, and perform preventative maintenance on basic personal computer hardware and operating systems.

Identify the components of standard desktop personal computers.

Identify fundamental components and functions of personal computer operating systems.

Identify best practices followed by professional personal computer technicians.

Install and configure system components.

Maintain and troubleshoot peripheral components.

Troubleshoot system components.

Install and configure operating systems.

Maintain and troubleshoot installations of Microsoft Windows.

Identify network technologies.

Install and manage network connections.

Support laptops and portable computing devices.

Support printers and scanners.

Identify personal computer security concepts.

Support personal computer security.

CompTIA Network+

Describe the purpose of networking protocols and networking in general

Identify features of various network operating systems and the clients used to access them.

Describe the OSI networking model and its relationship to networking components.

Describe the network components relating to the Physical layer of the OSI model.

Describe the function of the Data Link layer of the OSI model.

Explain how data is transmitted over a network.

Describe the function of the Network layer of the OSI model.

Describe the function of the Transport layer of the OSI model.

Describe the function of the Session layer of the OSI model.

Explain the fundamental concepts of the TCP/IP protocol suite.

Explain the use of TCP/IP addresses and subnets.

Access and use a TCP/IP network.

Describe the requirements for remote network access.

Explain the need for and ways to implement network security and fault tolerance.

Describe the types of information that need to be gathered prior to installing or updating a network operating system.

Professional experience:

DLA Computer Consultants Teaneck, NJ October 2013 – Present

Independent Contractor

Creation and implementation of enterprise mobility solutions from a technology expense managed environment.

Provisioning and deployment of all mobile devices according to clients LAN Topology and network policies

Creation of end user technical guides.

Administration of Mobile Device Management SaaS, i.e (Airwatch, Mobileiron) to monitor, pull reports, manage, and create user profiles.

Worked with customer service issues such as returns, price discrepancies, deliveries, and any other issues that may arise.

Use of wireless billing portals, company databases for bill reconciliation and payments to wireless carriers

Carrier negotiations and contract management

SharePoint knowledge base updates and maintenance to include UAT testing and solution deployments

Remote support on a 24/7 basis

MDSL., New York, NY August 2011- October 2013

Mobile Administrator/Support Analyst

Controlled all aspects of deployment for mobile devices on a global level, representing clients such as Time Warner Cable, Bank of America and responsible for over 70 thousand enterprise lines of service with accounts totaling over 5 million in spending per year.

Handled all mobile related carrier issues such as contract negotiations, enterprise portals and large deployments.

Quickly and effectively solve customer challenges.

Responsible for all SLA compliance for multiple clients in a fast paced environment

Implemented quality control/satisfaction records, constantly seeking new ways to improve customer service.

Using MDM tools such as Airwatch and company SaaS portals

Use of chat tools to provide all support to end users and created executive policies to service upper management in any emergency situation.

Active Directory responsibilities - creating user accounts, disabling a user account, managing user account passwords, managing user accounts,

Provided all support and SME in the changing mobile industry to include air cards, IOS, Android, Blackberry, and mobile hotspots.

Creating and defining processes to guard against unprotected computers, and potentially vulnerable devices according to the ITIL best practices IT Service Management guidelines for an enterprise infrastructure

DLA computer consultants Teaneck, NJ June 2009- June 2011

Mobility Solutions specialist

Small to Midsize creation and support of mobile device policy and support practices

Companywide deployments and implementation

Device testing and referral for all clients as per their specific needs according to managed IT services and app development.

Set up of all remote connections for devices according to policy put in place by the client

Worked within allotted budgets to deliver lost cost and effective mobile solutions to contracted clients

Assessing IT infrastructures to determine specific network security needs in an enterprise environment

Handled all client carrier relations, billing, provisioning, and review of billing plans and contracts

AT&T Mobility Paramus, NJ May2004-June 2009

Area Manager Advanced Network Services

Wrote and implemented troubleshooting policy on a national level for multiple call centers within the company

Managed support services for all forms of mobile roaming and data usage via chat and email

Product testing of devices before public release for reporting purposes for device management teams

Training of call center representatives in tier 1 and tier 2 support functions

Worked closely with national operations control to ensure proper training and device concepts were passed on to all AT&T mobility support groups

Education

NetCom Learning, New York, NY 2014-2015

Bergen community College, Paramus, NJ 2012-Present

Pursuing AAS in Database Administration and Programming

New Milford High School, New Milford, NJ

Skills

Experience: Windows 7, 8.1, 10, Windows Vista, Windows XP, Microsoft Office Products, Android operating systems. IOS, Blackberry, Active Directory, Oracle, MySQL, SharePoint Knowledge base management

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