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AT&T network technician, technical and customer service skills

Houston, TX
February 19, 2020

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Jonathan Shephard

**** ** ****** *****, ******** City TX 774559



My goal is to become associated with a company where I can utilize my information technology skills, customer service experience, and trouble shooting ability to gain further experience while enhancing the company's productivity, efficiency, and reputation. Education

St. Mary's University, San Antonio, Texas BA Computer Science/Application systems Houston Community College, Houston, Texas

Completion of 72hr A+ certification prep course


Advanced knowledge of various operating systems as well as other software and office products

(Windows 7, Windows 8, windows 10, XP, Vista, Windows Server 2008R2) Hardware / Software Installation, removal, and configuration (KVM switches, Hubs, drivers for peripherals and configuration of new devices) Server building (configuration of servers and set to requested settings), Configuration, Firmware updates of IP Cameras and video encoders. PC Architecture and Network topology knowledge

experience assessing and resolving issues though ticket system. Problem solving and trouble shooting. Written and verbal communication skills

Work Experience

At&t - Premise technician Jan 3 2014 - Present

Installed various forms of internet, voice over Ip, Uverse/Direct tv services for both residential and business accounts. Daily use use of wireless devices, desktops, smart mobile devices, company vehicle. Troubleshooting for both hardware and software issues. Network installation, diagnosis, and repair using various pieces of test equipment as well as cabling training and experience.

Daily use of ladders, hand/power tools. Red Cross cpr certified. Requires alot of customer interaction as well as collaboration across computer applications and departments within At&t.

Prime Systems PC Technician Feb 2013- Dec 2013

Contractor in district wide conversion project for CY-Fair ISD converting their network from Novell to Active Directory. Project consists of over 100,000 PCs and Laptops. As well as daily network setup and disassembly for computer imaging areas at each site. Diagnose hardware and software issues to be forwarded to appropriate personal for fixes using ticket system. Promoted to Campus Tech advisor for Bleyl Middle school in Cy-Fair. Sole person on campus to visit technology issues documented in heat. I did this for approximately 2 months to fill in for a co worker who had a recent stroke.

Bright Learners Academy IT Manager Jan 2009 - Feb 2013 Set up tuition payroll program for finance manager to control inputs and allocations. Designed graphics for annual Shriners event, school advertisements, and t shirts. Assisted in the development of school's website. Collaborate with school staff to implement creative IT solutions for individual classrooms and school.

Peak Systems Deployment Tech Oct 2011 - Nov 2011

Participated in data migration project with Exxon Mobil, at West Greens road campus. Activities included wiping clean old hard drives from existing terminals before deploying new PCs, docking stations, assist in migration of existing data to new machines. Assist in training workshops for employees with new equipment and or newly installed applications. Lake Olympia Animal Hospital Kennel Technician July July 2010 - Oct 2011 Daily animal care, facility maintenance, daily loading and unloading of both incoming and outgoing shipments, as well as communicate pets needs to owners in a very customer oriented and professional manner.

Global Resources Technical Specialist July 2010 - Aug 2010 Participated in refresh project in Houston area Chase Banks and Bank of America locations. Activities included wiping clean old hard drives from existing terminals before installing new PCs with peripherals and configuring them to the existing network. Install new Cisco Multi Line phones.

Logistical Solutions Field Rep- Intern Sept 2009 - Nov 2009 Carry out various administrative, data entry, transportation, and bookkeeping duties as well as development of market

strategies for international corporate events.

Allied Imaging Document Preparation/Reproduction June 2003 - August 2003 Carryout administrative and some bookkeeping duties as well as working toward development of marketing strategies

for future business. Communicate with upper management any technical issues or changes that might need to be made on an as needed basis.

Houston Gateway Academy Computer Instructor May 2002 - August 2002 Directed a computer workshop to elementary school teachers on how to use various software programs including MS Word, MS Power Point, and MS Excel References available upon request

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