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Technical Support/Technical Communicator

Austin, TX
December 06, 2019

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Michael S. Foster

**** ******** **** ***** #****

Austin, Texas 78750

512-***-**** •


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


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


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)

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