Technical Support Field Service

Ricardo T. James

**** ** ***** **. ***. ****, Oklahoma City, OK 73120 Mobile: 405-***-**** Home: 405-***-****

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

Summary

Field Service Technician experienced in planning, installing, troubleshooting, diagnosing, resolving LAN and WAN network issues. I am a smart professional with a passion for emerging technology who quickly masters new skills and systems, and handles high-pressure situations and resolves customer issues in a calm and courteous manner.

Experience

Sprint – OKC, OKHelp Desk Specialist / Field Service Engineer (Contractor) 06/2014 – 04/04/2016

Provided telecommunications support for Sprint caller center employees

Troubleshot and resolved issues with fiber access and HFC access networks

Maintained and Provided continued support for cable, voice, and video modems

Provided WAN / LAN support for stores throughout Oklahoma City

Assisted customers with establishing and configuring email accounts

Prepared laptops for international travel (encryption security)

Was a top performer with excellent first call resolution statistics

Dell, Inc. - Oklahoma City, OK - Client Technical Support Sr. Associate 09/2009 – 05/2014

Troubleshot software and hardware problems related to Internet application

Installed, maintained and networked computers, printers and other peripheral equipment

Applied techniques to identify problems, investigated causes and recommended solutions to correct failures

Provided telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.)

Computer Nerdz - Oklahoma City, OK - Computer Nerdz 03/2009 – 09/2009

Diagnosed and repaired technical issues with desktop, laptop, and printers

Installed, configured, and maintained common end user application software

Assembled desktops and laptop computers; installed processors, RAM and graphics cards

Provided excellent service and custom solutions to clients in a friendly and professional manner

Trained customers and provided professional solutions to all problems and helped customers

receive the maximum benefit from their computers

NOVA GAMING LLC – Senior Field Technician 07/2006 – 08/2008

Performed installation tasks in a timely and quality conscious manner

Participated in the designing and implementation of IPv4 sub-netting scheme

Transported, installed, replaced and maintained networking and gaming equipment

Trained customers on proper use of software and preliminary troubleshooting procedures

Installed and configured Cisco switches and maintained job documentation and repair logs

Pulled and terminated Category 5e Ethernet cables / single and multimode fiber optic cables

Education

State of Oklahoma Department of Labor Occupational License (Residential Burglar and fire alarm)License #: A465928 Expires: 09/30/2017

Bachelor of Science: Network & Communication Management November 2013DeVryUniversity Oklahoma City, OK, USA

Military Experience

US Navy - Honorable Discharge

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