act707@r.postjobfree.com

I have experience troubleshooting computers, gateways, switches, routers, and software applications. I'd

like to use my skills in designing and implementing new networks as well as monitor and troubleshoot

Communicated with vendors to resolve network outages and periods of reduced performance.

Handled lead assist chats to enable agents to use corporate and local tools for troubleshooting

LIANG ZABRINA

4743 Hedgemore Dr. Unit E, Charlotte, NC 28209 (H) 336-***-****

Professional Summary

existing networks.

Skills

LAN and WAN expertise Remote access support

Firmware upgrades knowledge Mobile devices

Multiple access points Expert in Cisco IOS

VPN configurations Data backup and recovery systems

User account creation Analytical thinker

Superb interpersonal skills Wireless Access Point

CCNA Certified Juniper experience

Work History

NOC Technician

Time Warner Cable – Charlotte, NC

Monitored numerous company-wide trouble ticket queues.

Served as a liaison between the user community and software providers.

Trained new technicians on the policies and procedures of the NOC department

Use troubleshooting skills to gather the right resources for an outage

Monitor alerts for IT equipment using RIO and Spectrum

Acknowledge incoming issues and escalate to the appropriate engineers

Manage incident bridges to resolve issues quickly and efficiently

Document outages and the steps taken to resolve them

Excelled in customer relations

Advanced Technical Support III

Time Warner Cable – Greensboro, NC

Mentored and trained new Tier 3 agents

Mentored seasoned agents on better sales skills and dispatch rates

Acquired analytical skills to determine root cause of problems

Handled issues in a timely manner

Excelled in customer satisfaction every month from resolving issues

Exceeded above and beyond sales goals every month

Troubleshot internet, cable, and digital phone connections

Utilized tools such as OMSE, ICOMS, AAD, Targus, PortPS, KEY, Unified, and NYROC

Helpdesk Support

United Solution – Winston Salem, NC

Provided network support to the hotel industry across the enterprise

Managed routers and gateways to allow end user access to the internet

Handled incoming calls to troubleshoot networking issues

Troubleshot surveillance equipment to allow access to the existing network

Counter Intelligence Agent

07/2014 to Current

07/2012 to 07/2014

08/2011 to 04/2012

09/2010 to 08/2011

GeekSquad – Winston-Salem, NC

Trained new employees

Assessed end-user computers for viruses, upgrades, and other issues causing functionality issues

Corrected driver issues

Optimized personal computers

Performed removal of viruses

Set up software such as Microsoft Office, Anti-Virus programs, broadband mobile cards, etc

Sales in Anti-Virus removal, computer restoration, and hardware installation services

Performed installation of hard drives, video cards, power supplies, and memory cards Performed

installation of Windows and Macintosh operating systems

Counter Intelligence Agent 10/2010 to 08/2011

Assistant at 07/2010 to 08/2010

Education

Forsyth Technical Community College - Winston-Salem, NC

Networking Technology and Security - Studied and applied programming of Cisco network devices

3.8 GPA

Bachelor of Science: Psychology 5/16/2006

University of Wisconsin - Platteville, W I

GPA: Magna Cum Laude

Psychology Magna Cum Laude

Member of Psi Chi Club

3.8 GPA

Certifications

CCNA Certified

Community Activities

Co-Organizer, Meetup for the Awesome Random Adventures of the 20s and 30s, Charlotte, NC

8/1/2014 --- Present

Assistant at SciWorks, Winston Salem, NC

7/1/2010 ---8/16/2010

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