Customer Service Technical Support

Frantz Hill

*** ****** ***** ********* ** *****

Phone: 404-***-**** Email: **********@*****.***

PROFESSIONAL OBJECTIVE

To obtain a technical support position with a company that provides opportunities to serve the customer and the company utilizing strong technical and customer service skills and experience.

SKILLS & ABILITIES

Networking

TCP/IP /LAN/WAN / Cisco Router / OSI / FTP / SMTP / Telnet Protocols

Network Technology

Network Systems Management

Network Development

GUI Applications

Operating Systems

Windows 2010

Windows Server 2003 / Active Directory

Linux / Apache Web Server

VMware, VPN

Hardware

Assemble/disassemble PC’s

Install, configure, troubleshoot and repair

Installation, testing and troubleshooting of cabling (Patch, Fiber, Twisted & Crossover)

Software

Microsoft Word, Excel, PowerPoint, Access, Outlook, Publisher, Visio

Adobe Photoshop

Install, configure and troubleshoot

Technical Support/Customer Service

Troubleshoot hardware/software and network connectivity

Software installation support

Configure Windows XP, Server 2003, and Linux with an emphasis on security

Analyze a network for security risks in both hardware & software components

Configure and secure Virtual Private Networks (VPNs) and firewalls

Utilize hacking tools to monitor, discover, and correct security risks

Remote Access, Phone and E-mail support

Documentation

Development

SQL database

Visual Basic, C++, Intro Programming

General

Strong written and oral communication skills

Team building

High level customer service

Problem Solving

Reliable

EDUCATION

Language English & French

ITT Technical Institute – ATLANTA, GA

B.S. in Information Systems and Cybersecurity

Courses Taken:

Security Policies & Procedures

Managing Risks in Cyber security

Windows Security

Information Infrastructure Technology security

Database Development

Group Dynamics

ITT Technical Institute – ATLANTA, GA

A.S in Computer Networking Systems

Courses Taken:

WAN Technology & Application

Microsoft Application & Security

Project Management, Structured Cabling

Computer Programming (C++, Python)

Linux OS & Security

Network Standards & Protocols

RELATED WORK EXPERIENCE

2018- Present Comcast, The Battery Atlanta GA Rep 3, IT Support

Ability to support standard office hardware and software needs (e.g., Microsoft Office).

Ability to recommend modifications, updates, and improvements to institute projects, processes, and resources.

Familiarity with supporting Windows 10 and MAC operating systems.

Excellent oral and written communication skills.

Ability to work in a team environment with institute staff, faculty and collaborators.

Demonstrated ability to work on multiple projects simultaneously with strong attention to detail.

Good organizational and time management skills.

Ability to ensure completed projects are documented and maintainable.

Knowledge of POS systems, installation and troubleshooting

Able to run and troubleshoot data cabling

DHCP and DNS knowledge

Able to work with field technicians on calls

Able to enter notes in ticketing system

Understanding of switches/routers

Understanding of wireless networks

2016- Present Comcast, Chamblee GA HFC Tech II, XOC

Responsible for analysis, dispatch, ticket prioritization, customer callbacks

Escalated customer tickets to resolution at the HFC Service desk

HFC Network Technicians and management. Responsible for validating HFC resolutions

Enters data into trouble ticketing system to document problems

Diagnostic results and multiple product correlation, as well as escalation and repair performance information.

2016- Present Cogentes, Buckhead GA IT Help Desk support (part-time)

Server, File, Print, Web

Desktop and server support

Online site and cloud backups

Disaster recovery planning

Managed antivirus protection

Email and massaging

Microsoft Office 365

Remotely access/computers, Printers, laptops Configures, installs, monitors and maintains IT users' desktop software and hardware; supports mobile workforce. Provides consultation to IT users for all aspects of end-user computing and desktop-based LAN systems software. Technical owner responsible for end-to-end problem ownership, resolution and communication with employees.

2006- 2016 Comcast, Jonesboro GA Lead Tech 4 Customer Specialist

Supervises and Dispatches a team of 12 technicians according to area requests

Manage job workflows among team and communicate assignment changes

Manage daily activities and runs reports to monitor team performance

Provided technical support to customers

Troubleshot problems with DSL connections, modems, cable, phone, internet and home networks

Use familiarity with operating systems and hardware to resolve issues

Maintain accurate notes, and good customer service skills

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