Customer Service It Specialist

Timothy Thompson It Specialist

********@**********.***

540-***-**** 164 Massie Street, Stephens City, VA

PROFILE SUMMARY

Highly qualified and dependable IT specialist with strong customer service skills and 14+ years of experience managing network and telecommunication system upgrades, expansions and equipment exchange. Strong familiarity and experience supporting computers in Public Access environments to include PC imaging applications and processes. Experience performing end-user desktop support in a multi-site environment to include troubleshooting and resolving issues received by customer service call centers from non working PC and peripheral equipment to end user challenges. Proven ability to meet deadline demands of customer in a sensitive/classified environment and provide award winning customer service exceeding customer expectations.

PROFESSIONAL SKILLS

Mainframe, remote access, personal computer (PC) application support and maintenance. Experience with installs, configuration, maintenance and troubleshooting PC and other network support equipment.

Provide technology support to include troubleshooting PC, printer and server connectivity and functionality for staff located both on-site and at remote sites. Leading teams and coordinating hardware and software upgrades and installation efforts for cable routing, terminations, equipment installs, and configuration. EDUCATION

High School Diploma

Warren County High School, Front Royal, VA 1995

WORK EXPERIENCE

AT&T Government Solutions 2021-2023

Led installation team on a project with a very aggressive schedule responsible for complex replacement of Cisco routers and jumpers in telecommunication closets. Ensured end to end connectivity and functionality from closet to desktop Responded to and prioritized work at multiple sites to repair and troubleshoot jumpers to ensure connectivity to each desk. Provided hands-on training and development to staff. Responsible for writing project documentation. Jacobs Technologies 2011-2021

Served as lead installer and assistant to the manager. Strong project management skills leading projects from start to finish. Installed new equipment and provided troubleshooting and repairs of existing equipment.

REFERENCES

Kristopher Johnson, Fairfax County IT 540-***-**** Steve Peyton, Retired CIA 540-***-****

Kristin Myers, Engineer 1-443-***-****

Patrick Fitzgerald, AT&T IT Manager 1-703-***-**-**

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