Michael S. Foster
**** ******** **** ***** #****
Austin, Texas 78750
512-***-**** • ada0it@r.postjobfree.com
Summary
Multi-talented technical/communications support professional offers extensive experience dating back to 1986. Heavily emphasizes continued acquisition of technical expertise; offers years of hands-on experience assisting high-tech customer base. Wrote, edited and prepared technical and marketing materials for technical direct mail retailers. Technical skill set includes onsite troubleshooting/problem isolation for wired and wireless devices.
Special Skills
Exceptional written and verbal communications skills Proficient in typing and grammar
PC/Macintosh troubleshooting and problem isolation Diverse and broad customer service skill set
Cisco equipment configuration and maintenance Active listening and comprehension skills
Video, audio, wired/wireless peripheral maintenance PC/handheld device configuration
Software Application Experience
Windows XP, Windows 8, Windows 10
Web Conferencing/Multimedia configuration
Mac OS, iOS, iPhone, iPad, Android devices
VoIP telephony, Local Area Networks
Oracle, SAP, Data/Voice Networking/SonicWall
Microsoft Office, Apple iWork apps
Cisco wireless router troubleshooting and configuration
Microsoft exchange server access and monitoring
Professional Experience
EPICOR SOFTWARE, Austin, Texas 4/2019-11/2019
Infrastructure Support Specialist
• Assisted retail customers with network and point of sale device configuration
• Configured and set up switches and wireless networks via SonicWall
• Monitored logistical progress of replacement components
OPCITY REALTY, Austin, Texas 10/2017-2/2018
Customer Success Representative
• Advised prospective real estate buyers with property information
• Interfaced with onsite agents in regard to transaction status
• Conferred with management in regard to documentation procedures
TELUS INTERNATIONAL/GOOGLE, Austin, Texas 9/2016-3/2017
Support Technician
• Supported users with Google/Android OS hand-held device queries
• Contributed verbal and written content for process documentation
• Guided incoming agents on procedure and operational protocol
TECHNICAL CONTRACTOR, Austin, Texas 9/2014-9/2016
Support Technician
• Supported users at various technical groups i.e. Build-A-Sign, Ascension and Applied Materials
• Contributed verbal and written content for process documentation
• Guided incoming agents in regard to troubleshooting and problem isolation
GENESIS NETWORKS, Austin, Texas 4/2013-9/2014
NOC Technician/Service Coordinator
• Oversaw service operations with vendors and customers
• Dispatched support teams to colocation sites
• Assisted clients with technical issues at their sites
• Produced videos for training and customer presentations
• Supervised service ticket maintenance in Network Operations Center from opening to closure
HOME DEPOT DATA CENTER, Austin, Texas 9/2012-2/2013
Technical Support Associate
• Supported store associate issues regarding computers, peripherals and wireless devices
• Configured store networks via remote access
• Maintained records of service calls and troubleshooting procedures
TIME WARNER CABLE, Austin, Texas 9/2011-8/2012
Technical Support Agent
• Implemented troubleshooting for cable television, high-speed internet and phone customers
• Assisted customers with account maintenance and feature upgrades
• Conferred with supervisors on improving call techniques and efficiency
APPLE, INC., Austin, Texas 11/2004-6/2011
Sales Support Agent
• Wrote and edited call reports while assisting customers with computer transactions
• Top sales closure rate, perfect attendance in Q4 2008
• Assisted customers in the USA, Canada and Europe with matters of sales, logistics and payment
• Served as a team lead on the original iPhone support group
• Preserved potentially lost sales by developing and implementing incentive strategies
BROADWING COMMUNICATIONS, INC., Austin, Texas 7/2000-11/ 2001, 3/2002-3/2004
Network Technician/Fraud Analyst
• Maintained surveillance of network regeneration sites and excavation projects to avoid power failures, service interruptions and fiber damage via Microsoft Exchange
• Implemented surveillance procedures per established protocols and developed more expedient methods to locate excavation sites, thus determining the most effective solutions for network issues
• Combination of established protocols and self-initiated innovations resulted in no fiber damage on shifts served and optimized communication with field technicians
• Monitored Electrical and HVAC Energy Management Systems
K-EYE TELEVISION (CBS AFFILIATE), Austin, Texas 9/1996-7/2000
Sports Producer
• Wrote and broadcast up to the minute scores, highlights and results under deadline pressure during nightly newscasts
• Edited raw footage for nightly broadcasts on Macintosh-based Avid system
• Responded consistently to requests for after-hours duty
• Maintained archive tapes toward the goal of a well-organized and readily available highlight inventory
APERIAN, INC., Austin, Texas 11/1999-7/2000
Network Technician
• Fielded client phone calls regarding server performance and provided appropriate problem isolation and troubleshooting procedures
• Solved clients’ issues with server performance fluctuation on-site
• Interfaced directly with engineers and developers regarding support innovations and procedures, consequently freeing engineers’ time for more crucial issues implementing MS Exchange and Active Directory
• Checked servers to confirm all bays were securely locked and running; maintained key inventory
PUBLICATIONS AND COMMUNICATIONS, INC., Austin, Texas 6-10/1993
Desktop Publishing Editor/Account Executive
• Assembled high tech journals using Macintosh desktop publishing system
• Edited articles for clarity, content and grammatical integrity
• Developed new client base for technical publication while managing existing accounts
• Paved way for new account execs to close sales
MACTEL TECHNOLOGY CORPORATION, Austin, Texas 5/1990-8/1991
Director of Marketing Communications
• Sold systems, memory and peripherals and offered pre-sales support
• Assisted clients with product installation and troubleshooting
• Maintained close communications with trade publications to optimize company products’ exposure
• Wrote and designed ads, catalogs, brochures and technical manuals while consistently meeting deadlines plus implementing co-op program with distributors and manufacturers to defray catalog printing and mailing costs
• Participated in product testing to optimize accuracy in documentation
BOON CHAPMAN INSURANCE MANAGERS, INC., Austin, Texas 11/198*-**-****
Director of Publications
• Established in-house publishing department
• Edited brochures and marketing materials for clarity, content and grammatical integrity
• Designed and wrote copy for direct mail brochures and newsletters
• Supervised maintenance of health care provider and client database
Education
Bachelor of Arts in Journalism, The University of Texas at El Paso, May 1985
Bachelor of Science in Radio-TV and Film, The University of Texas at Austin, December 1998
Volunteer Activity
South by Southwest Music, Film and Interactive Festival (Videography and general delegate assistance 9 years)
Circuit of the Americas (Greeter, Licensed Security Agent, 4 years)