Technical Support Customer Service
Resume:
Steven C. Cole
Collegeville Pa 19426
Cell: 610-***-****
*************@*****.***
Career Overview
Solutions-focused, team oriented Technical Support Analyst with broad-based experience and hands-on skill in a Helpdesk environment. Possessing skills with installing, maintaining and troubleshooting Local Area Networks, Wide Area Networks and data communications equipment. Versed in Establishing communications systems by programming voice and data telecommunications network circuits and equipment. A broad understanding of computer hardware and software, including installation, configuration, management, troubleshooting, and support. Experience providing PC and Client/Server tech support; diagnosing, troubleshooting and resolving client issues in a technical call center operation; providing service by communicating effectively with technical and non-technical staff.
Knowledge Base
Platform, Hardware and Software: Cisco, Juniper, Adtran, Extreme Networks routers and switches – network layer support, implementation, diagnostics and repair;
DMS, 5ESS switches – provision and maintain services over subscriber telephone lines and trunks; Broadview Silhouette – Tenant, Site, user creation, implementation and troubleshooting for location and user support.
Meta Switch –provision, troubleshoot and support Voice, VOIP and SIP services.
Microsoft Exchange server 2003 / 2010 – Corporate Mail server support
Microsoft Active Directory – Corporate personal and computer account management.
Operating System: Mac OS, Microsoft Windows 2000, XP, 7, 8, 10; Linux/Unix
Applications: Empirix Hammer, Wireshark, SecureCrt, Reflections, Procomm Plus, Hyperterm, SBR Administrator, NeuStar number portability, Microsoft Office.
Work Experience
Technical Support Specialist
May 2011 - Current
Broadview Networks - King Of Prussia, PA
Support Broadview systems, Network and users through multiple offices throughout the Broadview footprint.
Maintain and prioritize user requests via Request Manager ticketing system. Working with users directly, remotely and over the phone. Provide technical assistance and support related to computer systems, hardware, software. Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.
Provide helpdesk support and resolve problems to the end user's satisfaction
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Modify configurations, utilities, software default settings, etc. for the local workstation
Utilize and maintain the helpdesk tracking software
Document internal procedures
Assist with onboarding of new users
Manage PC setup and deployment for new employees using standard hardware, images and software
Assign users and computers to proper groups in Active Directory
Perform timely workstation hardware and software upgrades as required.
- 2012 – Circle of Excellence
- 2015 - Circle of Excellence
Data Repair Technician
March 2009 - May 2011
Broadview Networks - King Of Prussia, PA
Provide technical support to Data Service customers through phone and email support systems. Work and close
Trouble Tickets created by Tier 1 technicians for issues not able to be resolved in an allocated timeframe for Tier
1 troubles. Communicate trouble ticket status to the customers via the customer communication policy. Work
extensively with Vendor/Broadview technicians in the field and customer's IT technicians to troubleshoot
LAN/WAN Data Services to the CSU/DSU at the customer premises.
Trouble Ticket Owner responsibilities for tickets in Data Repair ticket bucket.
2nd Level Troubleshooting of TCP/IP Connectivity problems on customer's Internet, Security, MPLS, Frame Relay, VPN, and Private Line Connections.
Test Circuits such as T1 and DSL loops with Broadview / Vendor technicians working in the field using Broadview testing systems to repair and solve customer service related issues.
Coordinate network repairs and dispatch the appropriate Vendor / specialist depending on the type of issues.
Provide 2nd level support for DNS, Web, and POP Email support that cannot be completed by Tier 1 within the allocated time frame for an one-call solution
Execute Tier II level change requests for Customer Router Configurations for Broadview supported routers and firewalls.
Provide leads to Sales for up selling of Managed Service Products.
Setup, troubleshoot and repair of mid-level Complex IP services; Ex: MPLS, VPN, QOS, SIP/MGCP
Network Repair Technician
May 2005 - March 2009
Broadview Networks - Horsham, PA
Analyze customer network-related problems reported by end-users or proactively identified by surveillance (NOC). Diagnose the most effective method to resolve the problem and implement the solution; maintain and troubleshoot all facility and network elements within a customer circuit path, including but not limited to: DCS, MUX, GR303, CSU/DSU, SMARTJACK, and SWITCH platforms.
Open, work, Update and Monitor trouble tickets
Coordinate Trouble Ticket tasks and/or ownership changes according to procedure
Communicate with Customers and internal personnel on status of Trouble Tickets via phone and email.
Maintain and repair telecommunications systems, circuits and equipment according to manufacturer specifications and company procedure.
Analyze and resolve telecommunications circuit issues in a timely and accurate fashion, and assist with all customer needs.
Monitor and test T1 and POTS circuits using remote test equipment.
- Tier 2 Team member and Lead
- 2007 – Best of the Best Service recognition Award
United States Army
April 2001 - April 2012
63 Alpha / M1A1-A2 systems Maintainer
April 2001 – April 2009
28th ID Mechanized
25 Bravo / Information Technology Specialist
April 2009 – April 2012
424th MEDLOG
Education
High School Diploma 2002
Wellsboro Area High School, Wellsboro PA
Basic Combat Training 2001
United States Army Training Center, Ft. Jackson SC
School of Armor 2003
Ordinance Corps
United States Army Training Center, Ft. Knox KY
School of Information Technology 2009
Signal Corps
United States Army Training Center, Ft. Gordon GA
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