Technical Support Customer Service
Resume:
Nate Burke
*********@**********.***
Professional Summary
IT Professional with over 8 years of network and systems administration, help desk and web development experience. I’ve managed networks, servers and computer systems in both the public and private sectors for clients as well as former employers.
Technical Skills
Servers
Platforms: Microsoft (Windows Server 2000, 2003, 2003 R2, 2008; Small Business Server (SBS) 2003, 2008); Linux Ubuntu, CentOS, And Suse Server
Active Directory, IIS 5.0, 6.0, 7.0
Application Servers: Exchange Server, Terminal Server
File Servers for both Linux and Microsoft
Networking
LAN, WAN, TCP/IP, DNS, DHCP, VPN, SMTP, Ethernet, POP3
Firewalls: SonicWall, Cisco Pix 501
Routers & Switches, Wireless Routers & Access Points, Cisco, Dell, Motorola,
Cable: Twisted Pair (Data & Voice), COAX
Hardware
Installation and configuration of desktops/laptops motherboards, hard drives, RAID, CPU’s, modems, NIC cards, RAM, sound cards, video cards, wireless devices.
. A+ Certified, Lexmark, and working on Dell/HP Certifications
Software
Developer Tools: Microsoft Visual Studio.net
Office 2000/2003/2007/2010/2013: (Word, Excel, Outlook, Publisher, PowerPoint, Access, One Note, Project, Front Page, Visio)
Database: Microsoft SQL, Microsoft Access
Platforms: Microsoft Windows, 95, NT, 98, ME, 2000, XP, Vista, Win7,Win8, all MS Server platforms, Ubuntu Linux, Suse, Red Hat, Fedora Core, and CentOS
Applications: QuickBooks, Crystal Reports, Symantec (Veritas) Backup Exec, PC Anywhere, Custom CRM packages for various companies.
Management and Remote: Citrix, VPN, GoToAssit, TeamViewer, Remote Desktop and LogMeIn.com
Languages
HTML, ASP, XML, VBscript, Javascript, MS-DOS, ODBC, BASH
Familiar with: Visual Basic
Work Experience
Verizon Wireless Customer Care Rep
08/17/2015- 01/01/2016 Lincoln, NE
Handled all incoming calls from customers relating to Verizon Wireless products
Troubleshooting and coming to resolutions without having to escalate to Teir 2
CompuCom Systems, Inc. Field Service Technician
04/21/2014 – 03/20/2015. Lincoln, NE
Break/Fix for all client sites in traveling area including Walmart, Target, Home Depot, and Wells Fargo.
Troubleshoot hardware issues and order replacement parts per Tech guidelines.
Work with remote support agents to resolve internal network and system issues for client in a reasonable timeframe.
Provide friendly top level customer service/support for all clients.
ZVRS Technical Support Representative
10/05/2012 – 01/02/2013 Largo, FL
Assist all hearing customers with Cisco Video Phone and other Video Phone platforms
Create a Knowledge Base for the newly formed Audio Technical Support team
Install Video Relay interpreting Computer Systems in 12 Bay Area Emergency Physicians homes in order for them to take video calls from Deaf and Hearing patients instead of having the patient come to the hospital or office for a visit.
Assist the Deaf/Hard of Hearing technical Support Team with any hearing calls they might receive, and troubleshoot all hardware/software associated with all systems used by our personal/business customer’s needs.
Help Desk Tier 1
02/15/2012 – 06/12/2012 Loves, Oklahoma City, OK
Assist all Truck and C-Store’s with all Point Of Sale Terminals
Provide technical support for credit card machines, Fuel Pumps, and all other electronic devices connected to the Loves network.
Assisted in Rollouts Projects and other projects when needed.
Aspose Jr. Systems Administrator (Contract Employee)
10-26-2011 – 11-25-2011 Aspose.com, Tyler, TX
Assist clients with a wide array of issues from Virtual machine performance to designing and creating new virtual machines hosted on a Windows Server 2008 Failover Cluster.
Maintained and inspected all Microsoft and Linux Virtual Machines and documented needed updates and issues reported by owners.
IT Consultant/PC Technician ( Self Employed/Sole Proprietary
03/2007 – 08/16/2011 Burke1Networks, Lincoln, NE
Collaborated and consulted small business owners about their technology needs..
Provide on site technical support for home users and small businesses.
Design, implement, maintain, and provide administration of LAN/WAN Network, Network Management, Security, or other network related activities for clients.
Responsible for providing technical support and architectural design for the network infrastructure for clients.
Help ensure adequate design, capacity options, redundancy, and overall end-to-end network responsiveness for clients.
Ensure all configurations were backed up appropriately and complied with business continuity plans requirements for clients.
Provide remote desktop support for multiple clients
Network Administrator
05/2006 – 03/2007 Williams Group, Lincoln, NE
Design, implementation, maintenance, and administration of LAN/WAN networks, Network Management, Security, or other network related activities for clients.
Responsible for redesigning the entire network topology, and bringing in a T1 Line instead of a basic cable connection
Helped ensure adequate design, capacity options, redundancy, and overall end-to-end network responsiveness for clients.
Ensured all configurations were backed up appropriately and complied with business continuity plans requirements for clients.
Was responsible for the engineering, configuration, installation, maintenance and upgrade of the company's network hardware and supporting applications.
Worked with development team on a new CRM package for Small Eye Doctor Offices
Provided and partnership with a major PC Vendor that would eventually take over the installation and configuration of our CRM package and ship directly to the client site.
Provided in office consultation and help desk support to 50 plus end users.
Network Specialist
05/2005 – 04/2006, Turner and Associates, Omaha, NE
Consulted multiple clients throughout the Omaha area.
Managed and designed various Microsoft and Linux Server systems for clients.
Managed the implantation of and oversaw network connectivity to every client.
Converted a PC based environment to a Thin Client/ Windows Terminal Services environment
Managed and provided helpdesk and desktop support for the all users.
Tracked internet usage and implemented changes to bandwidth as required.
PC Technician
10/2003 – 03/2005 Metro Group(Experian) Lincoln, NE
Provided assistance to Help Desk and the LAN Admin.
Provided desktop support for clients.
Installed and configured over 500 laptops and PC’s for our users.
Responsible for managing a ticketing system (Track-It)
Certifications & Education
2003-2005 Lincoln School of Commerce
Associates in Applied Science (Computer Programming and Networking)
Dell Certified Systems Expert (DCSE)
A+ Certified
Lexmark Certified 2014
Lenovo Desktop, Laptop, Tablet, and Server Certified
Working on MCSE
Salary Desired is $40,000. But I am negotiable.
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