Professional Competencies

. Experienced IT support technician with a strong technical background who

possesses self-discipline and the ability to work with minimum

supervision.

. Organized professional capable of establishing long term, positive

relationships with customers.

. 18 years' experience supporting a diverse customer base, supporting

multiple initiatives.

. Excellent verbal and written communication skills with different types of

customers efficiently.

. Proven time management and leadership qualities.

Professional Experience

Southwest Airlines/AirTran Airways Atlanta, Ga

2009-2016

Lead Field Technician

. Led major projects integrating Southwest and AirTran after the

airlines merged, including the installation and configuration of, new

PC's, Cisco IP Phones, Cisco routers and switches.

. Team leader who consistently maintained a motivated team and served,

as liaison for team member and upper management, by addressing challenges

and issues.

. Analyzed various team metrics and generated reports to upper

management regarding team performance.

. Monitor and maintain inventory for computer peripherals and office

supplies.

. Responsible for setup and testing of laptops, projectors, PC's

printers, and video conferencing equipment.

. Managed customer issues with their workstations, operating systems,

and computer peripherals.

. Provide on-site assistance with setup, testing and troubleshooting of

fiber lines, network lines, fax lines servers, routers, switches APC UPS

systems, and wireless access points.

. Actively managed open customer tickets, ensuring resolution

progression.

. Continuously worked to improve customer satisfaction through station

visits, generating detailed documented on reports, processes and

procedures.

AirTran Airways Atlanta, Ga

2007-2009

Helpdesk Analyst

. Handled all facets of work associated with incoming crewmember inquiries

with the purpose of troubleshooting and resolving issues from within the

company or externally.

. Isolated issues and open tickets using BridgeTrac or with Navitaire, Lux,

NCR and other vendors.

. Re-Created the problem, researched for existing solutions, troubleshoot

issues, documented the status on all Priority1 issues, categorize and re-

Categorize.

BellSouth Telecommunications/AT&T, Atlanta, Ga.

1999-2007

Network Service Manager

. On-Call, 24x7 support for Large Business customers with an average of

annual billing of over 85K.

. Focused on revenue generation, base management, market development, and

customer relationship development for the complete customer.

. Ensure Network Operations Center (NOC) adhered to existing internal

processes and updated these processes when necessary.

. Resolved network problems escalated from the NOC and other internal

departments.

. Replaced defective network hardware. Applied network security via access-

lists. Manipulated customer traffic flow via BGP to alleviate network

capacity issues.

Strategic Technologies, Atlanta, Ga. 1997-1999

Project Manager

. Served as escalation point for Executives and helpdesk analyst for PC

maintenance issues.

. Updated Access databases and Microsoft Project and providing status

worked directly with Database Administrators and vendors.

. Coordinate and oversee end-user testing with proprietary software.

. Special Assignment- Led successful completion of Year 2000 project by

testing Y2K patches.

Professional Education

Business Administration, Georgia State University, 1992

Cisco Certified Network Associate Certificate (CCNA#CSCO10081034), 2001

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