Support Specialist Help Desk
Resume:
Experienced repair technician with work history repairing and
configuring network equipment as well as providing expertise in help desk environments, assisting both employees and customers with technical issues. Talented at building relationships with customers and solving problems with little oversight. Excellent communication and planning skills.
PROFESSIONAL SUMMARY
Lumen (Contract) - Voice Termination Technician
09/2023 - 11/2023
Speedwise IT Services (Contract) - IT Support Specialist Northglenn, CO • 11/2022 - 09/2023
WORK HISTORY
Efficiently managed a queue of new voice trouble tickets and existing trouble tickets
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Worked on a phone queue to assist many customers over phone to troubleshoot and open new tickets for a variety of voice issues
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Managed routing and voice termination routes to effectively resolve various voice issues
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Worked on a team to coordinate and resolve various routing issues
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Worked with various VoIP teams to coordinate and resolve various VoIP related issues.
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Effectively managed a queue of break fix tickets for multiple clients
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• Configured and troubleshoot multiple clients VOIP systems Performed maintenance and troubleshooting for several clients networking equipment and servers
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Often drove on-site to various client businesses for hardware and network troubleshooting
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Performed various client setups of VoIP, network equipment, and workstation setups
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Effectively worked with clients over phone to provide troubleshooting and issue resolution to a wide variety of issues
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Managed multiple clients network security software for firewalls, email security, and workstation antivirus solutions
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Effectively managed clients active directory for maintenance as well as employee onboarding and offboarding.
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SKILLS
• Maintenance and Repair
• Network device monitoring
• Network architecture understanding
• Documenting activities
• Educating customers
• Configuring equipment
• Troubleshooting systems
• Analytical and Critical Thinking
• Attention to Detail
• Proactive and team player
• Strong troubleshooting skills
• Network Troubleshooting
********.*.*******@*****.***
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REFERENCES
• Jefferey Colwell - Lumen Director
• Bruce Thomas - Lumen Supervisor
Front Range Community College
Westminster, CO
Some College
Mountain Range High School
Westminster, CO
High School Diploma
Bollman Technical Education Center
Thornton, CO
Attended To Learn Programming.
EDUCATION
LOGAN SAMUELSON E: ***************@*****.***
P: 720-***-****
A: Northglenn, CO 80260
Spectrum - Network Engineer
03/2022 - 11/2022
T-Mobile - Mobile Expert
11/2019 - 03/2022
Corrected networking connectivity issues in wireless, routing, and switching using a layered model approach
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Work on a team to efficiently solve issues and maintain a large network
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Work with a broad range of vendors like Cisco, Ciena, and Nokia to resolve hardware replacement and escalated troubleshooting
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Effectively managed a queue of break fix and troubleshooting events provided by a ticket queue software called Remedy.
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Work commission to sell a range of products like phones, tablets, watches, and cellular service
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• Consistently hit and exceed quotas every month
• Efficiently handle large transactions with business accounts
• Proficient in closing sales
Help customers find solutions to their cellular and mobile device needs as well as provide troubleshooting assistance to a variety of issues
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Trained employees to new systems and selling techniques during the company's merger with Sprint.
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