Customer Service Support

* ******* **,

Jersey City, New Jersey *****

Phone 201-***-****

Fax 201-***-****

E-mail ********@*******.***

STEVEN MAYS

Summary:

Bringing knowledge of providing desktop support services, installing hardware and software modules, setting up accounts in Active Directory and troubleshooting a broad variety of hardware and software issues.

Work experience

2011-2015 Golden Touch Imports

Helpdesk

Troubleshooting ● Communication ● Customer Service

• 4+ years of work experience in diverse help desk roles

• Highly skilled in responding to tickets generated by users in a timely manner

• Demonstrated ability to diagnose and fix problems of operating systems

• Track record of working with end users and providing Tier 2 and Tier 3 support

• Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support

• Provide technical support to customers on telephone, email and through tickets

• Analyze and troubleshoot software and hardware issues.

2008-2011 Telecomm Support Services Jersey City, NJ

Tech Support

Worked on trouble tickets in POP & COLO’s locations on a per ticket basis performing various tasks from cat 5&6 cable runs, fiber runs to DS1, DS3 & Fiber testing.

Installations and Decommission of communication equipment.

Interact with other engineers, technicians manager. Manage vendors as required for the installation of infrastructure, connections to Network, splicing, or when maintenance activities as required.

Able to work with and effectively communicate to different organizations such as Project managers, contractors, other telecommunications companies, ISP’S, local and long distance carriers.

2007-2008 Urban League of Hudson County Jersey City, NJ

Help Desk Tech

Worked with end users to complete work orders and tickets, for daily support clients.

Ran and terminated Cat5, & 6 to set up new workstations in office.

Daily support for Computers/ printers and faxes through-out the Headquarters of the Urban League of Hudson County.

2001 -2007 Local Union 164, Paramus, NJ

C - Technician

Worked with call centers to dispatch and complete work orders and tickets, for daily support clients.

Ran and terminated Cat5, &6 coaxial and fiber from main distribution closets in accordance with MOP’s.

Tested and accepted DS3’s, T1’s, all SONET levels, and network devices to specifications for client pop sites, data centers and central offices.

Terminated 100, 200, 400, pairs to patch panels using the industry color code standard.

Knowledge of installation and maintenance of Transport Equipment, Cisco 15454, Fujitsu, Marconi, etc…

Mounted and un-mounted relay racks and patch panels.

Build telephone and data rooms to customer specifications or blue print.

1999 – 2001 WILMOM Telecom, Totowa, NJ

Central Office Installer

Fiber Splicing using ARC Fusion FSM-305.

Installed Access Nodes, OC-192, OC-48 voices modules, Nortel, Ciena and Cisco equipment.

Wire wrapping, crimping coaxial connectors, lug connections installed power, BDFB’s H-tapping, grounding.

Mount Bays, cabinets, and most Telecom/IT equipment.

All stitching (2 strands 4 strand) involved with cabling.

1996 – 1999 MLT Solutions Jersey City, NJ

Sr. Field Service Supervisor

Responsible for the scheduling of jobs and installations being performed by the technicians.

Responsible for procuring equipment and inventory.

Installed Lucent voice and paging system throughout the tri-state region.

Performed Category 5 and Category 5e cable runs, and terminations.

Trained all new employees on Lucent Partner systems, color codes, cabling techniques and terminations using RJ 45/RJ 11 and various other telecommunications connectors.

Provided information training and seminars for new child care providers

Education

2010-2011 Graduated from PCage Career Institute

2001 -Air Blown Fiber Systems – Installation – Wilmom

1997 - 1998 C-Tech (Lucent Technologies) Andover, NJ

Certificate

CompTIA A+ Certified

Dell Americas Printer Proficiency Cert. May 2010-May 2011

Dell Americas Desktop Proficiency Cert. April 2010-April 2011

Network Cabling Specialist

Network Cabling Specialist Fiber Optics

IT SUPPORT SKILLS

● Windows XP, 7, 8

● System Upgrades

● Inventory Tracking

● Productivity Software

● System Recovery

● LAN/WAN

● Printer troubleshooting

● Driver Installation

● Server Setup

● Network Connectivity

● New User Training

● Wireless/VPN

.

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