It Support Customer Service

David Hayes

**** ********* ** ******* - *****, AL 36535

630-***-**** – **************@*****.***

Managed Broadband – Technical Customer Service – Network Monitoring Cisco Meraki – WAN – Trouble Ticket Management – Managed Services Care – MS Windows – IT Support – Help Desk Support Technician – Network Firewall – VPN – Network Support – Managed WIFI IT Help Desk Support

Highly astute and customer-centric desktop support technician seeking to obtain a position to apply 2.5 years of IT support services in the managed services sector. Brings extensive professional experience, troubleshooting and resolving complex technical issues. WORK EXPERIENCE

Comcast // Naperville, IL

Tech 1 (NOC - Managed Services)

Dec 2019 – June 2022

• Assisted with technical support calls from business customers and performed trouble shooting steps to identify appropriate resolution for managed services (managed broadband, managed WIFI, and managed router).

• Verified network outages and escalated to the appropriate repair agents to ensure timely resolution (Tier 2, field operations, etc.) with a primary emphasis on a quality first call resolution.

• Accurately documented problems including detection information, diagnostic results and repair information by utilizing the trouble ticketing system, customer portal and network monitoring tools. David Hayes

3151 Boulevard De Sevilla - Foley, AL 36535

630-***-**** – **************@*****.***

EDUCATION

Kent Christian College // Dover, DE

Bachelor of Arts

ADDITIONAL EXPERIENCE

Coca-Cola United (Robertsdale, AL)

Replenished product supply and provided face-to-face customer service. 2023

Collins Aerospace (Foley, AL)

Assisted with the manufacturing commercial aviation 2021-2022

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