Technical Support Customer Service
Resume:
David R. Ashby
Apartment #2
Middletown, Delaware 19709
Phone: 302-***-****
Email: *******@*****.***
SUMMARY
Dependable individual who excels in challenging and competitive environments. Analytical, investigative mind with over 18 years of technical and customer service experience. Detail-oriented with confident oral and written communication skills, a sense of urgency, and the ability to multi-task.
PROFESSIONAL EXPERIENCE
Verizon Wilmington, Delaware, September 2016 – December 2016
Fiber Customer Support Analyst
Provide first-level customer support via telephone for Verizon fiber customers.
Troubleshoot and resolve problems regarding services including telephone, video, and internet.
Utilize various tools, including CoFEE Anywhere, FOCiS Net, and iVAPP, to resolve issues expediently, document resolution, and maintain First Call Resolution goals.
Adhere to guidelines regarding call handling, including Average Handle Time and Schedule Adherence.
Computer Sciences Corporation Newark, Delaware, April 2008 – September 2016
Event Management Analyst
Utilize various tools, such as HP Operations Manager and SMARTS, to monitor network devices (Cisco, Riverbed) and servers on Windows (Server 2008, Server 2012) and UNIX (HPUX, AIX, Linux) platforms.
Log into servers and network devices to view logs, verify alerts and analyze issues.
Follow documented procedures to ensure issues are escalated properly and within established Service Level Agreements.
Utilize applications such as Remedy and HP Service Manager to create tickets for network and server issues, and track problems through resolution.
Demonstrate tools and Event Management processes during client tours.
Team representative on the Quality Management team, ensuring information regarding quality issues, ISO requirements, and training is disseminated to team members.
Chamrock Computer Networking Newark, Delaware, December 2007 – March 2008
Contractor – Global Technical Support, JP Morgan Chase
Troubleshoot and resolve problems affecting over 300 bank applications, hardware, and network connectivity.
Escalate issues to advanced technical support as necessary, ensuring adherence to established escalation processes and procedures.
Ensure every call is documented utilizing the Remedy Service Center problem tracking
tool.
Comcast, New Castle, Delaware, March 2005 – December, 2007
Advanced Products CAE
Provide first-level technical support for Comcast High-Speed Internet and Digital Voice subscribers.
Analyze and resolve problems preventing subscribers from accessing High-Speed Internet service or from utilizing the Digital Voice service.
Assist customers with computer hardware configuration.
Troubleshoot and resolve issues involving specific operating systems (Windows 95, 98, ME, 2000, XP, and Vista, as well as Mac OS X).
Escalate technical issues affecting subscribers, as necessary.
Provide information regarding other Comcast services.
Sell related Comcast products and services as appropriate.
MBNA America, Newark, Delaware, September 2003 – March 2005
Customer Marketing Advisor
Receive inward calls from credit card account holders.
Analyze and resolve cardholder’s inquiries and account issues.
Process balance transfers and direct deposits.
Sell related credit card products such as credit protection and identity theft protection.
Computer Sciences Corporation, Newark, Delaware, January 1991 – July 2003
Analyst, Security Compliance and Monitoring Services (July 2000 – July 2003)
Provide 24x7 monitoring of intrusion detection tools, including ISS Real Secure, ITA Intruder Alert, e-Security Sentinel, and NFR Security.
Identify and analyze alerts generated by both host- and network-based intrusion detection sensors.
Document alerts utilizing BridgeTrack problem management tool.
Escalate potential threats utilizing documented escalation procedures.
Assist engineering staff with new tool and sensor installation and deployment.
Partner with engineering staff to analyze and resolve issues with hardware and/or software.
Partner with the Network Management Center and Global Production Operations to identify, analyze, and resolve network and security issues.
Analyst, Computer Operations (January 1991 – June 2000)
Provided proactive 24x7 mainframe computing monitoring and support utilizing tools such as TSO, OMEGAMON, and IBM Automated Operations.
Analyzed system messages and alerts to identify and resolve problems that could affect the enterprise.
Provided second-level mainframe computing support to Customer Support Services.
Provided support for Contingency and Disaster Recovery demonstrations.
Monitor daily Batch Production utilizing Control – M/R.
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