Support Analyst Network
Resume:
Brent Deurloo
*.********@*****.*** 214-***-****
McKinney, TX 75069
Professional Summary
● 6 plus years as a Network Support Analyst monitoring network outages for call deflection as well as monitor network for congestion and manage many other special projects.
● Excellent working knowledge using both Windows and Mac systems; Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Access and Outlook.
● Experience with Pega application/Pega Testing
● Network Analyst
● Manage business processes and procedures saving the company time and money from unnecessary dispatches.
● IT Professional
Professional Experience:
Wipro Limited 10/2023 - Present
● IT Service Desk for about 10000 Employees
● Handle Account Unlocks via Active Directory and lockout status tool
● Handle Mobile Device Management via Microsoft Intune
● Global Protect and Safelinx VPNs
● Set up and Configure GETAC MDTs
● Work Identity accounts via Sailpoint
● Set up printers Via Cirrato and Nexthink
● Microsoft Authenticator and PING ID Authenticator and Administrator
● Microsoft Office (Outlook, Excel, Word, PowerPoint, Teams)
● Map Shared Drives and Check and Process Access requests Via Active Directory
● Cyberark Password Manager Azure
● Citrix VDI Assist
● Service Now Ticketing System
Frontier Communications 01/2016 - 6/2022
Network Support Analyst
● Monitor Frontier network for outages for call deflection.
● Create and open Tickets to move customers from one Dslam to another Dslam. ● Monitored Dslams for congestion
● Various projects on a special projects team handling special tickets.
● Technical support of various stages and high-level escalations
● Experience with multiple applications on different platforms including Pega and Pega Testing. Torchmark 08/2015 – 12/2015
Retention Specialist
● Handle inbound and make outbound calls, saving and conserving Term and Whole life insurance policies.
● Give customers options to conserve their business, for example: offering loans that customers may borrow against the cash value they have built up on whole life policies, or offering a loan to pay the premiums on the policy.
● Provide great customer service to retain and conserve company business. Navigation Solutions 11/2012 – 4/2015
Product Support Representative
● Handle phone calls, chats, and emails from customers that need support for their Hertz NeverLost GPS navigation system.
● Assist programming, resolving errors and building trips to enter into the NeverLost Navigation system.
● Provide support up to resolution of hardware failures and dispatching technicians for repair, as well as great customer concierge services by assisting customers with programming and or directions to finding specific locations not listed in the NeverLost mapping systems. ● Providing answers to escalations as well as world class customer service support. Education / Certifications
1986 - 990 KELLOGGSVILLE HIGH SCHOOL DIPLOMA 2011 - Present SOUTH UNIVERSITY COLLEGE
*Working on Associates of Applied Science
* A+ Certification 2002
References
Business Reference
#1 Shawn Mosley
Frontier Communications
Colleague
Known 6 years
***********@*******.***
Business Reference
#2 Michelle Soto
Frontier Communications
Supervisor
Known 9 years
Business Reference
#3 David Lay
Frontier Communications
Supervisor
Known 6+years
**********@*******.***
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