Support Representative Service

Kerry Ecton

Thornton, CO ***** • 303-***-**** • Email: **********@*****.*** • Linkedin: linkedin.com/in/kerry-ecton

Network Engineer

SUMMARY OF QUALIFICATIONS

** ***** ** ********* ** installing, configuring, and repairing networks and data as a service support representative.

Capacity to identify processes, streamline, fortify, and coordinate activities to increase efficiency and improve quality.

Have excellent problem-solving and communication abilities to support a great team to the fullest extent possible.

Technical expertise with Cisco, Azure, SNOW, SMART ticketing systems, and Microsoft Office (Word, Excel, PowerPoint).

CORE COMPETENCIES

Cisco Network – Unix Red Hat – PowerShell – Operational Improvement – Training & Development – Quality Assurance – Customer Relationship Management – OSPF, BGP, EIGRP, RIP, TCP/IP, VoIP, DHCP,

EDUCATION

Westwood Technical Institute, Denver, CO

Bachelor of Applied Science in Information Technology • October 2005

Concentration: Computer Network Systems

PROFESSIONAL EXPERIENCE

Kyndryl Denver, CO

Service Support Representative/Senior Technician October 2021 to Present

Take PCs out of Active Directory and SCCM so they can be reimaged to maintain a clean directory.

Diagnose and fix Wi-Fi, LAN, WAN, VoIP, and other components issues.

Use DBOT to gather and collect data from a PC for legal purposes.

A heavy focus on fulfilling the SLA levels 1, 2, and 3 and CSAT requirements specified for the account contract.

Help users, whether in person or remotely, resolve problems via Bomgar, remote access, or setting up a PC to their specifications.

Build, install, and fix software manually for the most part, or from the software center.

Service now, move tickets to different queues, update tickets, build request, and incident tickets.

IBM Denver, CO

Service Support Representative Level III October 2017 to October 2021

Assisting vendors with network installation and configuration.

Vendor management, product installation, and break-fix service.

Presenting oneself and traveling to the client’s location professionally.

Pay attention to learning how to fix and maintain AS400 mainframe and laptop hardware.

Walgreens Data Terminal Repair (DTR) Denver, CO

Field Services DTR Technician April 2006 to October 2017

Equipment installations for new stores and store conversions were completed on schedule and within budget.

Installed, configured, and maintained all equipment for the client’s network.

Oversaw, diagnosed, and fixed network switches, routers, VoIP, mainframe servers, and PCs, ensuring they were operating properly.8

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