Customer Service Field

JUSTIN A DEE

**** ********** ***** **. ********* 201 Raleigh, NC 27613 Phone 401-***-**** ******@*****.***

PROFESSIONAL SUMMARY

Network professional with broad knowledge of networking infrastructure, extensive troubleshooting experience, and proficiency in network health and monitoring. Logical approach to problem solving, deals with complex subjects in a calm demeanor, and delivers projects on time and to the satisfaction of clients. Strong customer service skills evidenced by experience in handling a high call volume in fast paced and high energy environments. Interprets and executes client’s needs to deliver superior customer service. Effective communicator who excels at establishing connections towards successful completion of projects. Efficient leader that utilizes various management styles to mentor others to be successful in their roles. Concrete technical writing skills demonstrated by experience in developing training manuals for colleagues.

TECHNOLOGY PROFICIENCY

Networking

CISCO, Network+

LAN, WAN wired and wireless

CAT5, COAX wiring

VPN Firewall, ASA Switches and Routing

Norton Ghost, Rapid Deploy and Net Disk TCP/IP network software deployment

VNC, pcAnywhere and Support Bridge remote communication and administration

Voice Over IP

SIP training

Cisco UCaaS, CRM

Cisco Call Manager

Databases

Access, Oracle, SQL and Sequel Server

Optix, Datacenter and Icoms

Remedy, Paraquin and Vantive

Operating Systems/Server

MCSE Windows Operating Systems/Server

Linux Operating Systems

Other

POS Hardware deployment and development, NCR, Micros and IBM

A+ Hardware Repair

Active Directory

Microsoft Office Expert

Visual Basic Programming

Cloud Storage

Virtual Hosted Desktops

Justin A Dee

RELEVANT NETWORKING EXPERIENCE

AT&T at MetLife, Raleigh-Durham and Cary, NC 2014- Current

Dedicated VOIP Technician

On-site engineer for MetLife GTO; oversaw growth from three occupied buildings with two phone systems to fourteen floors and 3,000 phones on the Cisco UCaaS

Installed and supported Cisco 6901, 7821, 7945, 7965 with 7916 sidecar, 7937, 8831, DX650, 9971, and 8815 phones along with Jabber 9650 and Plantronics Savi 740 headsets.

Created and removed users, phone inventory, E164 inventory and voicemail in the AT&T VOSS / Cisco UCaaS phone system

Collaborated with the AT&T UVN team to establish a fiber UVN ring between MetLife Campuses

Maintained a Cisco Voice and Data network of over 30,000 users including remote users

Provided onsite training to MetLife employees on AT&T’s phone systems and virtual meeting software.

Worked in partnership with MetLife Networking to provide support for global board meetings and special events.

ATOS at MetLife, Raleigh-Durham, NC 2013- 2014

Lead IT Desktop Support Technician

Maintain, troubleshoot and repair computer systems for employees; conduct approximately 30 service tickets on a weekly basis; provide exceptional customer service to employees through efficient and effective communication

Collaborate with a team of 15 technicians to execute and complete an office wide system migration; assist in data backup of confidential information

Perform routine hardware and software system upgrades; deploy and configure new systems

Manage printer server to ensure network connectivity

Establish secure VPN connections for offsite employees using RSA SecureID

Facilitate training of interoffice systems for new employees during the onboarding process

Train and manage the work flow of two onsite technicians; delegate service tickets

Durham County, Durham, NC 2013

System Migration Technician

Served on a team responsible for dismantling, packaging and reassembling technology equipment including: personal work stations and networking systems

Established VOIP communications and ensured network connectivity

Millennium Pharmacy Systems, Smithfield, RI 2011- 2012

Field Service Technician for RI, MA and CT

Traveled independently to install and support medical logging and dispense systems for local pharmacy technologies, rehabilitation clinics and nursing homes in RI, MA and CT

Designed Cisco networks; monitored connections and remotely supported internal hardware for Millennium pharmacy and external clients; executed 15-20 service calls daily

Established secure VPN connections with Cisco routing and firewall administration equipment

Administered and automated IBM Centre servers for medical dispense systems

Collaborated with colleagues to deploy system upgrades

Maintained an active directory of approximately 5,000 internal and external clients/users

Responded to customer inquiries in an efficient and timely manner to maintain and increase customer satisfaction; provided on-call after-hours support on a bi-monthly basis

Justin A Dee

RELEVANT NETWORKING EXPERIENCE (continued…)

Illinois Tool Works Inc. (Formerly Spartan Computer Services), Greer, SC 2007- 2011

Sr. Field Technician for New England, NJ, NY and MD

Traveled independently throughout the northeast to provide POS service to a variety clients; conducted approximately 40-50 service tickets on a weekly basis; developed detailed weekly reports for management; participated in weekly management conference calls

Managed and lead a team of eight technicians; designed and implemented training modules to prepare technicians for POS field service work; delegated on-call service tickets according to strengths and talents of team members

Provided superior customer service to clients through efficient and effective communication; established positive working relationships with on-site management; trained on-site management on the use of POS terminals and software using custom leadership sessions; served as 24 hour on-call field technical support

Installed, troubleshot and repaired POS, office systems and workstations; configured and supported IBM servers

Wired and configured CISCO networking systems for connectivity

Collaborated with management to interview and hire candidates for field service positions

Conducted regular inventory and ordered work equipment and replacement parts as needed

Adecco Technical, CVS Roll Out Center, Lincoln, RI 2006- 2007

Technical Analyst

Collaborated with CVS technicians in the installation and repair of POS systems

Configured Dell PowerEdge servers

Installed and supported wireless and wired network devices

Designed and implemented CISCO routing configurations

Provided system support using remote communication tools including Remote Desktop, pcAnywhere and VNC

Cox Communications, Smithfield, RI 2005- 2006

National Support Center NOC Technical Analyst Level 2-3

Assisted Cox business customers in configuring Cisco network, firewalls, routers, hubs and switches for communication over the Cox network

Set-up and maintained web hosting, FTP, SMTP, POP3 and DNS servers

Assembled and supported VOIP technologies

Utilized pcAnywhere and VNC as remote configurations and support tools

Rhode Island Department of Administration, Providence, RI 2004- 2005

Technical Support IS Repair & Maintenance

Assisted the state of Rhode Island in the repair, maintenance, configuration and development of computer systems for various state agencies

Supported interoffice systems including workstations, network printers and servers

EDUCATION

Community College of Rhode Island, Warwick, RI 2005

Degree in Computing Systems and Networking

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