Customer Service Technical Support

JAMAAL BROWN

Toano, VA ***** • Cell: 757-***-**** • **********@*****.***

Professional Summary

IT professional with a background in system administration, hardware and software troubleshooting and network

management who is talented at resolving highly technical issues efficiently to maintain up time and increase

productivity levels

Skills

CCNA Routing and Switching Certified LAN and WAN expertise

Preventative maintenance expert Wireless Access Point troubleshooting

Mobile devices Performance testing

Linux and UNIX Cisco switch and routing

Firmware upgrades knowledge Voice and data cabling installation

Splunk Monitoring Telecommunications repair

Cisco Unified Call Manager

Work History

Network Analyst, 10/2013 to Current

Ferguson Enterprises

Follow hardware requirements, configuration guides and documented restoration procedures for branch networks.

Direct the activities for the installation, maintenance, and operation of Cisco routers, switches, wireless, voice and related peripheral equipment

Coordinate and engage with field technicians to ensure proper installation, activation and repair of network components

Communicate with vendors to resolve network outages and periods of reduced performance.

Work with WAN providers and vendors to ensure timely reporting and escalation of network-related problems

Assist in documenting and maintaining SOPs that support daily network operations

Hardware Support Technician, 01/2012 to 10/2013

Ferguson Enterprises

Install software, modify and repair hardware and resolved technical issues.

Provide base level IT support to non-technical personnel within the business.

Manage call flow and respond to technical support needs of customers.

Identify and solve technical issues with a variety of diagnostic tools.

Maintain high departmental standards for quality and productivity metrics.

Defined and document technical best practices.

PC Technician, 05/2010 to 01/2012

Electronic Systems (Newport News Shipbuilding)

Install and upgrade PC's for HP computers, printer and scanners.

Provide base level IT support to non-technical personnel within the business.

Identify and solve technical issues with a variety of diagnostic tools.

Resolve problems with malfunctioning products.

Research, troubleshoot and resolve complex problems independently.

Work closely with team members to meet or exceed all customer service requirements.

Education

Associate of Science: Networking, 2008

Thomas Nelson Community College

References

Available upon request

Contact this candidate