Technical Support Professional

TOM SANTRY

**** ********* **., ** ******, Ky, ***11 – 859-***-****

********@*****.*** · HTTPS://WWW.LINKEDIN.COM/IN/THOMAS-SANTRY-84500146/ EXPERIENCE

WATCH COMMUNICATIONS - JULY 2020 - PRESENT

TIER 2/TIER 3/TECHNICAL SUPPORT SUPERVISOR/TECHNICAL SUPPORT MANAGER

As a Tier 2 Technician:

Answer incoming calls from customers with internet/VoIP/dish issues.

-Troubleshoot issues from routers to Fiber ONTs to dish receivers to wireless internet radios

-diagnosing frequencies in customers radios

-running putting and command prompt to diagnose fiber connections

- using NetSapien and Alianza to troubleshoot VOIP issues Escalating to T3 and/or NOC for deeper issues

Respond to tickets and emails to address customer issues. Promoted to T3 Technical Support 1/2022

Take escalated calls from Tier 2

-Diagnosing issues at the Tower/Network level

-Using multiple tool (Nagios, Cacti, Company built Graphing, Breezeview, Expera) to find issues, such as Bottlenecks

Back Haul issues, drops in signal, spikes in latency, AP alignment issues

-Work in conjunction with NOC to escalate tower issues to the RF team or Tower Services

-Take calls from Tower Owners, VIP, Commercial and SLA customers

-Extensive email issues from creating accounts to digging through logs to hosting for commercial accounts

-Assist Field Techs with installs, locating proper location on site, finding tilt, azmuth, provisioning SIMs, Configuring CBRS on customer radios Promoted to Technical Support Supervisor 7/1/22.

Built team from 5 to 11 in three months.

Created Training Program

Created 53 SOPs/KBs

Created 8 new escalation processes

Trained agents in call processes – Dropped hold times from 23-minute avg. to 13-minute avg. with a goal of 15 minutes.

Drove the average number of Field Tech deployments from 22% of calls taken to 11% in December of 2023

2

Promoted to Technical Support Manager 12/1/22.

Audit calls and Trouble Tickets of all Tech Support Agents

-Used this information to drive the percentage of Trouble Tickets/Calls taken from 22% to 11.8% year over year.

Implemented Career Path Training from T1 Tech through T4 Tech Support

-Collaborated with Vendors to implement Certified Training Modules: Cambium CN Pilot Router Training

Cambium EPMP Radio training

CnMaestro Training

Tarana troubleshooting and installation training.

Phone Etiquette and dispute resolution training

First Call Resolution Training

Implemented new avenues of communication to allow for more comprehensive interdepartmental communication.

Implemented new SOPs alongside the COO and Director to maximize the install process for Field Techs.

Worked with Executive team and Directors to reorganize the Technical Support Team Structure. Have hired, trained, and promoted 11 team members with a retention rate of 92%. IT MANAGER GOGO MEDS 6/19 TO 2/20

Managed all hardware and peripherals.

Worked with vendor to maintain all automated drug dispensary. Migrated from Microsoft Exchange to 365 with Azure Federated AD. Managed and configured phone PBX (Five9)

Managed all on/offboarding of staff.

Managed all licensing.

Managed Active Directory.

TECHNICAL SUPPORT ANALYST NOVOLEX 8/16 TO 6/19

Level 2 Application Support

Hardware break\fix and inventory control

AD Management

Office 365 Management

Remote user backup management though Zoolz

Network Security management through Crowdstrike and Azure. Management of file structure and security\access rights

Print Server Management

Jr. Network Administrator Fischer Homes 4\13-7\16

Front end Network Support and only Technical Support Analyst for 500 users spread from Columbus, OH to Atlanta, GA.

Managed AD

File Structure on Network Shares

Network File Permissions\Security Rights

Break\Fix on all hardware in the company (Including Remote Network management in all Model Homes)

Assisted in network admin in switch management and network stability. Managed all inventory Purchasing and Budget Management. 3

Sr. Support Analyst Vantiv 5\11-3\13

Cisco Router Support: Configuration, ACL Management AD Management

Network support in a Data Center Environment

Communication of issues between Business Units and 3rd party vendors. Ensured Network Security in the Banking industry through group policy and firewall management.

Help Desk Analyst Gateway Community and Technical College 5\11-3\13. Front end support for Students, faculty, and staff. Active Directory Administration.

Application Support for: Office Suite, Blackboard, Windows 7 OS, Adobe Suite. EDUCATION

UNIVERSITY OF CINCINNATI

BA (HISTORY\PHILOSOPHY DOUBLE MAJOR) 5\1\98

Graduated with a 3.7GPA, Received Dean’s List Honors 6 times GATEWAY COMMUNITY & TECHNICAL COLLEGE

ASSOCIATE IN COMPUTER SCIENCE\NETWORK ADMINISTRATION 5\1\11 4.0 GPA, 2011 Student of the year, President of the Student Counsel to the President, Student Representative to the Board of Directors 2010-2011

Contact this candidate