Technical Support Customer Service

Henshaw Idah

*** **** ****** ***. **. Lauderdale, FL 33312 C: 561-***-**** ***********@*****.***

SKILLS

●Alcatel-Lucent AMS 5520

●Tellabs 5500

●Microsoft Mediaroom deployment support.

●Wave 7

●Intermapper

●SIP provisioning

●Correcting V-Lands for data, video and voice

●Motorola AXS

●Calix

●Cable Modem provision

●Cisco Switch configuration

●Linksys/Netgear Ethernet Smart switch

●Customer Service over 10 years’ experience

●Solar Winds Network Performance Monitoring

●Microsoft 98 – Windows 7

Experience

Hotwire Communication, Boca Raton, FL

6/2012 – 4/2015

Technical Support Tier I & II

●Provide customer support and technical issue resolution via E-Mail, phone and other electronic medium.

●Isolates Video, High Speed Internet, and Telephone problems by correlating information from network surveillance equipment, diagnostics tools, and reported information to accurately direct fix organizations and personnel to most likely source of problem.

●Assisted in troubleshooting user problems relating to Operating System issues (Win98, NT, and Win 7), Network Connectivity, TCP/IP configuration, upgrades, MS Office products and Internet connectivity.

Comcast Cable, Miramar, FL 2/2004 - 4/2011

Network Surveillance I

●Using analytical skills to resolve outage situations and reading system maps.

●Monitor all planned network events across impacted systems and networks to ensure effective communications and minimal customer impact.

Technical Support I & II

●Providing daily technical support for

oNetwork connectivity : Familiar with LAN/WAN, TCP/IP and VPN.

oTelecommunication: Fixing, updating and instructing customers and coworkers on VOIP, PBX and CISCO

The Answer Group, North Lauderdale, FL

2/2002 - 1/2004

Technical Support I & II

●Fulfill customer requests, resolve customer technical problems, and respond to customer questions in a quality and timely manner to ensure ongoing effectiveness of the desktop computing environment.

●Monitoring, troubleshooting, configuring, enhancing and providing advanced technical support for customers and coworkers.

Education/ Training / future endeavors

Devry University, Miramar, FL

Two years of college education with 36 credit hours.

Stranahan High, Fort Lauderdale, FL

Diploma June 2001

TRAINING

Completed numerous courses and seminars in technical support, customer service, help desk, and performance assessment.

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