Customer Service Technical Support

LAWRENCE JACKSON III

***** *********** **,******, ** 75287

214-***-**** mobile

******@*****.***

JOB OBJECTIVE

To join and be apart of a great work experience and be a great asset to employer

Through hardwork and dedication.

SUMMARY

Ability to work well with others

Excellent communication skills

Multi-tasker

PROFESSIONAL EXPERIENCE

COGNIZANT from February 2015-Present

Extensive Active Directory Management

HP Service Manager ticketing system

Priority Escalation

Smart view and Essbase support

MS Office 2010 troubleshooting

Windows 7 troubleshooting and Reloads

Warehouse support

SAP troubleshooting Resets install

Cisco Unity management

Citrix Support session management

Remote Desktop and Dameware support

Support for POS handhelds MC45 MC70

Network Printer support and install

Voice pick Director 3 and 4/ NIS factory support

Extensive Windows 7 troubleshooting

Desktop installs Windows 7 and Network printer setup and support

Ios and Android mobile application support

IPad and IPhone 5 to 6s support

Airwatch MDM support

PROGRESSIVE IT from August 2013- May 2015

Single point of contact for 5,000 End Users

Troubleshooting of Windows 7 8 XP environment

On boarding and off boarding in Active Directory / Admin

Troubleshooting of Samsung Galaxy,various mobile devices

Troubleshooting of Cisco VPN Client

Creation of mailboxes in EMC

Troubleshooting of IE 8-11,Google Chrome

Triole Admin

Email Administration

TELVISTA from April 2011-2013

Fiber Solutions Center/Business Technical Support Rep.

Wireless networking in Apple and Microsoft environments

Remedy,iCad,Simple,iVapp,Workbench,and DTI

Outlook

Business DSL,Helpdesk.Verizon FIOS Technical Support

Static ip.DHCP,Fiber Optics and PPPOE Environments.VOIP.IPTV,and

LAN/WAN Troubleshooting

Provisioning of services

Documenting and filing each customer incident

Fast Paced Environment

Migration from DSL to FiOS support again providing support for customer based solutions.Coordinating the consumer after switchin from DSL to Fios making sure they were satisfied;managing there networks.

PINNACLE TECHNICAL RESOURCES from Aug 2008-May 2010

Tier II Technical Support for AT&T U-Verse

Repair VOIP,IPTV,and HSIA

Wireless networking in Vista and XP environment

OMS,CMS,Clarify,BBNMS,G2 plus,SDP,AOTS,SCANR

Apple,Outlook 03,07 and Express

Troubleshooting Lan,Provisioning TN

Troubleshooting Alcatel routers 7350,7450,and7550

FTTN,FTTP

Static IP addressing

Muti-tasking;Keeping detailed documentation;of customer issues

Providing customers with solutions and recommendation for problems with there home networks;coordinating the customer experience with U-Verse;making sure all systems are working and customers are satisfied.

LAWRENCE JACKSON III CONSULTING from May 2005-Present

Owner/Ceo

Financial investment

Loan Officer since 2001

Originate loans

Process Loans

BENCHMARK MORTGAGE from January 2003 – May 2003

Loan Officer

Lead Loan Processor

Originate FHA,VA,Conventional Loans

Customer Service

CONCORDE ACCEPTANCE from June 2003 – August 2003

Loan Officer

Originate FHA,VA,Conventional Loans

Customer service

MCI-WORLDCOM from August 2000-2001

Network Technican-NOC

Create VLANS

CCNA

Subnetting IP addresses

Deployment of capacity for Private IP network

Monitor customer cabinets and SANS

Create cabling

Subnet manager,COMS,F&E,UPI, and Cameo usage

Remote access

Multitasking, keeping records regarding events in network

On call support

Adding telephone numbers

Cisco and Juniper administration

Team Leader for deployment of Multi-Vender Testing of SANS project

In this position we were required to migrate all customer upgrades and capacity on daily basis.Customers would contact to change software or hardware configuration,access there cabinets and make changes over the telephone.Each request was managed by each tech, coordination of each project was managed by tech,gathering necessary software and or hardware,keeping updated notes on each cabin.Tracking and documenting a customers request and equipment changes in Remedy.

The SANS Project where we took different software venders;EMC was the project I managed;where we distributed bandwidth to each node,generating data by monitoring of different network bandwith;provide vendor with feedback;and recommendations of there project.

EDUCATION

Hampton University from 1993 – 1994 (Biology/Psychology major)

Collin County from 2003 – 2004 (studied laws of contract and brokerage)

Brookhaven College 2011-Account Clerk Certificate Program(currently enrolled)

CCNA-2001-2003

Techskills-2010

SAP FI CO -2016

REFERENCES

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