EMPLOYMENT HISTORY

SEP **** - PRESENT

Enterprise Tech, Ritter Communications, Jonesboro

Configure, setup and maintain Nokia 240 and Calix for Business Internet services. Configure and support Cloud Phone and Managed Voice system AUG 2021 - AUG 2023

Information Technology Help Desk, Kalmer Solutions Inc, Jonesboro Maintained detailed records of fulfillment actions and processing of support agreements. Guided calls using excellent communication skills and decisive approach. Accommodated wide-ranging customer experience levels by adjusting technical support strategies. Concurred with staff to address and resolve complex issues. Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling. Identified and resolved issues using software and hardware. Diagnosed and resolved technical hardware and software issues. Contributed towards continuous improvement initiatives within Technical Support team. Resolved customer issues by troubleshooting software and hardware problems. Maintained detailed documentation of customer interactions and resolutions in ticketing system. Assisted customers with installation, configuration, and usage of company products. Provided remote technical support to clients using various communication channels. Delivered exceptional customer service by actively listening to concerns and addressing them promptly. Reviewed unresolved tickets regularly, ensuring timely resolutions were provided. Educated customers on simple methods to solve common software and hardware issues. Performed troubleshooting and diagnosis for issues related to software and peripheral equipment. Monitored user and group access management, leveraging strong knowledge of active directory users. Traveled to customer locations to repair network hardware and mobile devices, including firewalls and tablet computers. Safeguarded data and network access through security-related support functions. Kept team on task, tracking schedules, monitoring deliverables and troubleshooting technical problems. Helped users via telephone to diagnose and triage problems. Restored performance by completing basic repairs of hardware, software and equipment. Set up equipment for employee use, ensuring proper installation of cables, operating systems and appropriate software. Traveled to various worksites to troubleshoot, repair and provide diagnostic support. Troubleshoot Windows 7,8,10,11, MAC OS, and windows servers. Setup and Troubleshoot VPN and remote desktop issue. Setup and Managed ClPBX system.

1319 Vine st, Jonesboro, United States,

72401

ad4gss@r.postjobfree.com

870-***-****

GERALD BREWER

I T SUPPORT TECH

PROFESSIONAL SUMMARY

IT Support Tech with over 17 years of experience, adept in Network Troubleshooting, VoIP Configuration, and providing exceptional Customer Service. Demonstrates a proven track record in configuring and maintaining critical tech infrastructure, including Nokia 240 and Calix systems for Business Internet services, and excels in innovative problem- solving for satellite communication challenges. Eager to leverage extensive technical expertise and a forward-thinking approach to contribute to the future successes of a dynamic organization. EMPLOYMENT HISTORY

OCT 2020 - AUG 2021

Satellite Technician, Brad's Electronics

Develop innovative solutions for satellite communication challenges to enhance the company's service offerings and stay ahead in the competitive market.

Tested, located and repaired equipment problems associated with trouble calls. Ordered replacement parts or supplies as needed after evaluating inventory levels. Communicated effectively with clients regarding appointment details, time estimates, and any necessary follow-up visits required for system optimization.

Remained flexible with schedule adjustments due to weather conditions that may have impacted safe installation practices. Ensured compliance with safety regulations while working at heights or handling electrical components during installations or maintenance tasks.

Installed new satellite systems, wiring and associated equipment for residential and commercial customers. Utilized test equipment such as signal meters to verify system performance during installations or repairs. Provided exceptional customer service by answering questions, addressing concerns, and explaining system operation to clients.

Conducted site surveys to determine best location for satellite dish installation based on signal strength and customer preferences.

Educated clients on proper care of their satellite equipment and basic troubleshooting techniques to assist them in maintaining system functionality.

Installed and configured satellite communication systems for residential and commercial clients. AUG 2017 - DEC 2018

Copier Technician, XMC inc

Visited multiple client sites daily, adhering to established travel routes and timeframes. Configured settings on newly installed copiers according to customer requirements. Assisted with installation of new copier equipment at client locations, ensuring smooth transition from old hardware. Managed workload effectively by scheduling appointments efficiently and maintaining open communication with dispatchers. Trained end-users on proper usage of copier equipment, reducing error-related service calls. Performed routine maintenance on copier machines to ensure optimal performance. Resolved networking issues related to copiers connected to office networks or printing remotely from mobile devices. Conducted diagnostic tests on copiers to identify problems and determine appropriate solutions. Cleaned exterior components of copiers during routine maintenance visits for improved appearance. Updated knowledge of new products and technological developments through continuous training sessions and industry certifications.

Repaired malfunctioning copier equipment, including replacing parts and troubleshooting issues. Documented all repair work performed, including parts used, for accurate billing purposes. Responded to customer service calls in timely manner, prioritizing urgent requests. Utilized manufacturer manuals and online resources to troubleshoot complex issues when needed. Maintained inventory of necessary spare parts and tools required for successful job completion. Fixed functional issues by updating software systems with latest patches and correcting settings. Corrected problems with printers, fax machines and copiers. Aligned, adjusted and calibrated equipment according to specifications. Restored optimal performance levels by calibrating machinery to match specifications. Disassembled and reassembled computers and devices with skill, verifying performance after each repair. Conversed with customers to determine details of equipment problems. Corrected faults with both mechanical and electrical systems with hand and power tools. EMPLOYMENT HISTORY

MAY 2015 - FEB 2017

IT Technician, Tekla Research, Inc.

Managed technical support and maintenance for company-owned mobile devices. Helped prevent security intrusions by quickly installing new software patches. Maintained detailed documentation for system builds, configurations and support procedures. Participated in after-hours on-call rotations to address urgent technical issues outside of normal business hours. Provided technical support to staff members via telephone, email, or in-person visits. Maintained clean working environment by organizing cables, labeling devices, and keeping workstations tidy. Assisted in developing IT infrastructure plans and strategies to meet organizational goals. Performed regular maintenance on computer systems, including software updates, security patches, and virus scans. Installed and configured hardware and software components to ensure optimal performance. Coordinated with vendors to procure hardware, software, and services at competitive prices. Kept accurate records of all IT assets such as computers, monitors, printers, and peripherals. Troubleshot and resolved network connectivity issues for individual users and departments. Prioritized help desk requests based on urgency and business impact while maintaining excellent customer service. Managed backups of critical data to prevent loss due to hardware failures or other issues. Managed system performance by monitoring operations and correcting routine issues. NOV 2007 - NOV 2012

Comm Tech, USMC

Performed routine maintenance on telecommunications infrastructure. Installed, maintained and repaired telecommunications equipment. Evaluated existing infrastructure for potential upgrades or improvements. Located and performed troubleshooting and diagnosis to resolve telecommunication cable and wire issues. Installed and maintained telecommunications equipment, such as routers, switches, and cabling. Updated technical documentation, including user manuals and deployment specifications. Tested and troubleshooted network systems to ensure optimal performance. Kept up-to-date on new technologies through ongoing education and training programs. Operated equipment in alignment with safety restrictions, including bucket trucks, voltmeters and test equipment. Collaborated with team members on large-scale projects or installations. Coordinated schedules with other technicians to ensure efficient use of resources. SKILLS

Network Troubleshooting VoIP Configuration

Technical Documentation Problem Solving

Customer Service Hardware

Software

Hardware Installation Mobile Device Management

Cloud Services Firewall Configuration

Active Directory Management Peripheral Troubleshooting Remote Desktop Support VPN Setup

ClPBX Management

EDUCATION

JAN 2014 - DEC 2015

Associated Computer and Network Tech, Arkansas State University-Newport, Marked Tree, AR Completed 3rd in class with a 3.56

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