Customer Service Manager
Resume:
ROBERT R. DALE
**** * ******** *** **** Mesa AZ *5204
***********@*****.***
Professional Summary:
IT Professional with over 10 years of experience supporting LAN/WAN networks for AT&T. Prior
experience as a Firewall Support Specialist with E4E (now SonicWall). Strong TCP/IP protocol and SSLVPN
experience. Excellent end-user support and customer service skills. Holds an Associate of Science
degree in PC/Network Technology.
Education and Certifications:
Associate of Science in PC/Network Technology Collins College, Tempe, AZ
CSSA Certified (Certified SonicWall System Administrator)
Technical Skills:
SonicWall Firewalls, Anti Spyware, VPN, TCP/IP, Wireless, FTTN, FTTP, CVOIP, BBNMS T3, SMT,
LASSO, BBT, SDP, G2, SSL-VPN, OS 6.22, MS-DOS Command Line, Windows XP, Vista, Win 7 and Win 8.1. Windows office suite, Intranet, Network Administration,
Active Directory, protocols, DNS, DHCP, mapping drives, application OS/NOS installations and
upgrades.
Professional Experience:
CVS 09/28/15 to 01/23/17
Helpdesk Analyst
Troubleshoot wireless, LAN and VPN issues.
Troubleshoot SOPHOS and Windows issues
Active Directory verifications and troubleshooting
Assist with various versions of AS400 access
Unix putty password resets, enabling and verification.
Use of Citrix to assist with troubleshooting
Troubleshooting Outlook issues
Using remote access such as Dameware and Go To Assist
Use of command prompt to take admin rights of PC via WSadmin for troubleshooting
Remote installation of software via EDS or Package Local Cache.
Symantec and Verisign manager console
SOPHOS, Cisco Anyconnect and remoteaccess VPN, Juniper VPN
Creating new digital certificates and registering VPN Credentials
Peoplesafe, HC360, CAS, CATS, Citrix IE, Rumba, 3270 Recap
HCS EMBRAER 2/11/16 to 6/10/16
HELPDESK
Imaged computers/laptops
Used SCCM to push software to device
Troubleshoot fax/copier all in one
Set up Juniper VPN, Lotus notes, TruCrypt Security
Installed printers and badge printer.
Troubleshoot TV’s and video
Connected cables to ports on switch, labeled and Identified any issues with ports
Troubleshot slowness issue with VDI
Adding devices to proper OU in the AD
Insight Global 7/26/15 thru 9/10/15
Migration Runner
Installed laptops, desktops. Scanners and printers.
Configured system through batch files and made needed display and pc configurations
Troubleshot any issues that occurred such as missing driver, bad board, bad power supply etc.
Maintained inventory log in adobe pdf
Updated project manager of all issues and replacements.
AT&T 02/07 to 09/15
Tier 2 Network Support Specialist
Team Lead - Assist the team in daily duties. Take over calls where the member or technician
requested for supervisor. Work on escalations where nobody has been able to find a satisfactory
resolution for the customer's issues. Train and teach agents on several aspects of the job. Hold team
meetings in place of manager. Trained other agents to become Team Leads and what their functions
would be. Trained managers on what the T2 agent's duties are and how to read notes taken as well as
teaching them the applications that the T2 agents use so they have a better understanding. Assisted
managers in getting all applications for their team leads in place and setting up of their teams.
T2 TLQ, FTTN, FTTP, CVOIP, BBNMS T3, SMT, LASSO, BBT, SDP, G2, Password reset.
Change ports, bounce ports and check line activity for downstream/upstream transmissions along
with relative capacity.
Configure and set up customer wireless and LAN networks and putting devices in DMZ when
appropriate and 3rd part mail clients via remote access/
Assisted the technician and member in configuration of CVOIP and teaching them all the functions
that come with it.
Accessing the member's Residential Gateway to configure wireless settings, firewall and static IP.
Using remote access to take over the member's computer to set up configurations.
E4E (Now SonicWall) 05/06 to 02/07
Level 2 Firewall Support Tech
Troubleshot firewalls.
Assist in configuring and troubleshooting NAT, NAPT, Routes, Access rules,
access, GVC.
Address Objects, VPN tunnels, SSL-VPN, Wireless (WiFiSec), Interfaces, SA Policies. Remote
Troubleshooting networks to determine if the firewall is the issue needing resolution.
Opening cases and closing them or directing them to the proper group.
Read TSRs (Tech Support Report), Network Diagrams and Exported settings.
Knowledge of GAV, IPS and Anti-spyware and the affects it has on bandwidth.
Apollo Group Inc. 07/05 to 05/06
Technical Support Analyst
Troubleshoot and resolve issues dealing with software such as Osiris, Galaxy, Oracle, Campus
Tracking, PeopleSoft and Outlook .
Delete cookies, temp files, jcache and Oracle jar cache.
Troubleshoot and resolve issues with hardware i.e. reboot, check connections, check domain,
Reset passwords, unlock and disable accounts, verify group membership.
Complete Service desk and HEAT tickets and assign to the correct group.
Avnet 01/05 to 07/05
Production Technician
Built desktops - installed motherboards, FDD, HDD, PS, memory, CPU, hsf and cables.
Burned images onto the hard drive and flashed the BIOS.
Modified computers to the customers’ specifications and built rack systems.
Tested and troubleshot the systems as needed.
Arrow Electronics 12/04 to 01/05
Production Technician
Built Desktops - Installed the motherboard, hard drive, floppy drive, power supply, processor, heat
sink, fan, 40 pin IDE cable, 80 pin IDE cable, and 34 pin data cable.
Connected the LED and Power switch wires, the power supply cables to the motherboard, floppy
drive, and hard drive.
Modified motherboards by adding a DVI connector.
Burned images into the BIOS per customer specifications and flashed the BIOS to Award version
2.03.01 Flashed servers with Phoenix BIOS.
Military Service:
U.S. Army
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