Help Desk Technical Support

Backschies Dennis

**********@*****.*** 903-***-****

www.linkedin.com/in/dennis-backschies-286625264

Summary

Objective-driven Support Technician with over 20 years of experience in providing exceptional technical support and troubleshooting expertise. Committed to ensuring seamless communication systems by analyzing, diagnosing, and resolving complex network and telecom related issues. Possesses strong communication and problem-solving skills, aiming to contribute to the growth and success of an organization in a challenging and dynamic environment.

Highlights

•Help Desk Technical Support

•US Army Veteran/Honorably Discharged

•Excellent written and verbal communication

•Grandstream/Mitel/Shoretel/Mikrotik 4011 Routers/Avaya/Yealink VoIP Phones/ATI Developers Administrator/IVR/PBX/Add/Moves/Changes

•Porting/Ordering New Phone Numbers/e911

Experience

Network Support Technician

Vested Networks

Apr 2021 - Present (2 years 4 months)

•Assist customers with technical issues related to phones, internet, faxing, and network problems, including cabling, ensuring prompt and efficient issue resolution. Well versed in common products from vendors such as Yealink, Polycom, Cisco, Pangea, and Grandstream.

•Utilize remote communication and troubleshooting methods such as calls, texts, AnyDesk screen sharing, and email to provide clear and concise instructions to customers and colleagues, facilitating problem-solving processes.

•Remotely administer Mikrotik routers onsite at client locations, performing Tier 1 services and patch management, fortifying client network security and reliability.

•Demonstrate a proactive and positive attitude while communicating with customers, ISP's, vendors, and team members to resolve issues swiftly and professionally.

•Collaborate seamlessly with cross-functional teams to undertake special projects aimed at addressing unique customer needs and concerns, fostering a customer-centric approach.

•Leverage multiple ITSM and PSA software to manage and prioritize tasks, ensuring timely completion of customer issues and maintaining accurate records of interactions. Successfully managed a transition from HubSpot to AutoTask, ensuring %100 data integrity of client accounts in the process.

•Strive to achieve utmost customer satisfaction by thoroughly investigating issues, identifying root causes, and resolving them in a timely manner. Maintain proactive follow-ups with customers to ensure the resolution met their expectations.

Telecommunications Technician II

Wilson N. Jones Regional Medical Center

Mar 2015 - Nov 2021 (6 years 9 months)

Responsible for all telecommunications services including telephones, pagers, electronic switching, cellular communications, cabling, terminating cables, all repairs and maintenance.

•Assisting with IT Help Desk support, recording events, problems, and resolutions into our eventlogs. Walking the staff members though problem solving process, creating detailed tickets for support personnel.

•Performing remote troubleshooting through diagnostic techniques and pertinent questions. Determinethe best solution based on the issue and details provided by the end users. Ensuring that the goal is to create a value for the staff that will help preserve the company’s reputation and business. Working with Mitel 2000, and the Mitel 3300 IP phone systems, creating new stations, vectors, cover paths, and creating voicemail boxes. Recently overseeing the installation of the Mitel MiVoice Onsite Installation handling the programming of over 350 VOIP phones along with 100 analog lines in the PBX. • Administrator for 13 private Physician’s offices programming and maintaining their VOIP communications system.

•Configure, and maintain the Mitel PBX including basic telephone installations, and troubleshooting,and voice mailbox programming. Supporting a 214-bed facility along with 13 private physician offices maintaining their POTS and VOIP lines. Provides training as needed. Supporting a 214-bed facility along with 13 private physician offices.

Telecommunications Technician

Texoma Medical Center

Nov 2012 - Mar 2015 (2 years 5 months)

Responsible for all telecommunications services including telephones, pagers, electronic switching, cellular communications, and all repairs and maintenance. Working with Avaya Site Administrator IP phone systems, creating new stations, vectors, cover paths, and creating voicemail box. Install, though problem solving process, creating detailed tickets for support personnel.

•Performing remote troubleshooting through diagnostic techniques and pertinent questions. Determinethe best solution based on the issue and details provided by the end users. Ensuring that the goal is to create a value for the staff that will help preserve the company’s reputation and business.

•Coordinates external vendor support for hardware and support. Provide training as needed. configure,and maintain Texoma Medical Center’s telephone system including basic telephone installations, and troubleshooting, voice mailbox programming. Install, maintain, document, and troubleshooting. Assisting with IT Help Desk support, recording events, problems, and resolutions into our event logs.

Assembly Specialist

Peterbilt Motors Company

Sep 2011 - Aug 2012 (1 year)

Building dash boards for all models of trucks. Installing and running wiring from harness to gauges, and switches on dash. Using LEAN Six Sigma to maximize time and ease of work. Making sure every dash is flawless and up to customer satisfaction.

•Safety plays into a part of everyday routine as well wearing PPE at all times. Helped with departmentchange of standard operating procedure turning to a more traditional type assembly where all dashes are built exactly the same.

•Thus creating more consistency and easier for customer's in the field to work on. This is a huge part ofthe LEAN system.

Installation Technician

AT&T

Aug 2010 - Oct 2011 (1 year 3 months)

•Installing UVerse for AT&T, ordering and maintaining supply. Vehicle safety.

•Installing voice, high speed internet and video.

•Communicating with Supervisors, team and different levels of support to get the job done efficiently.

•Excellent customer service skills. Keeping customer informed of their products and services provided by the company.

Cable Technician

Verizon

Aug 2001 - Aug 2010 (9 years 1 month)

Assisting in building bays from the floor up in a Central Office. Installing/mounting CO equipment.

Running/sewing cables. Connecting power and running power cables to power up all above shelves. Troubleshooting electrical/electronic control circuits. Worked collaboratively with clients, team members, implementation consultants, and resources across the company to achieve desired results.

•As a Construction Cable Splicer building the popular FIOS Fiber Optic network splicing, testing, andmaintaining fiber optic hubs, terminals, and MDU's. Working fast pace in all weather conditions outdoors to meet specific deadlines to cope as the FIOS product was growing.

•Reading complex print diagrams, problem solving and troubleshooting is a part of everyday jobperformance. Team leading and work plays a role as well as training new employees. As a Cable

Locate Technician, Communicated with Contractors, Customers, and Supervision to ensure

•buried cables were clearly marked, and free from cuts or damage, meeting ticket deadlines and quotasper day.

Medical Specialist

US Army

Sep 1991 - Dec 1993 (2 years 4 months) in a Combat Med/Surg Hospital. Duties included patient care, medical supply, facility set up and tear down in a field setting. Assisting P.A.'s and Physicians in a clinical environment. Maintaining, and organizing medical records. Above all, a soldier.

Education

Grayson College

Certificate, Licensed Practical/Vocational Nurse Training Sep 1995 - Aug 1996

US Army Disabled Veteran/Honorable Discharge Sep 1991 to Dec 1993

Skills

Voice over IP (VoIP) • Virtual Private Network (VPN) • Customer Service • Customer Relationship

Management (CRM) • Windows System Administration • Technical Support • Mac/PC • Session

Initiation Protocol (SIP) • Data Management • Microsoft Office

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