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Desktop Support Customer Service

Location:
Houston, TX
Posted:
February 25, 2020

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Resume:

Daniel Moyer 832-***-**** adbzi7@r.postjobfree.com

Professional Summary

Cisco CCNA and A+ Certified working towards advancement in a technical career with over 10 years experience of Desktop Support and PC Technician skills.

Skills & Abilities

●Customer Service

●Telephone Support Wizard

●Network Troubleshoot

●Network circuit provisioning and removal

●Cisco & Ciena exp.

●Cisco IOS

●Vlans & Trunking

●OSPF, EIGRP

●Wireless Config

●Backup/Restore

●Network Cabling, RJ45, biscuit block termination

●CCNA

●Wireshark

●Subnetting

●Active Directory

●Computer Reimaging

●Printer, Fax, Plotter maintenance

●IT Training

● Office 365 admin

●DEMARC deployment

●Drivers & Antivirus

●Hardware Break/Fix

●BIND DNS Server

●VOIP Phone Config

●Netdot,IPPlan,ViewVC, Wordpress

●Slack

●Solarwinds, Observium

●Network Monitoring

●Android & iOS. config & setup

●Windows 7/10 install

●TCP/IP DNS DHCP

●Teamviewer, Dameware & Remote software

●Rack Install

●Network Device inventory

●Onedrive & Dropbox

●ServiceNow / Ticketing

●Lansweeper

●FileMaker

●Telnet/SSH

Employment History

Team Lead Interfacing Company of Texas Houston,TX Dec 2019 - Present

●Develop and write SOP documentation for new residential internet service.

●Train new hires on commercial NOC procedures.

●Escalation point for difficult support tickets.

NOC Engineer Interfacing Company of Texas Houston,TX Dec 2018- Present

●Front line support for large fiber commercial Metro Ethernet network in the Houston TX area using Cisco and Ciena equipment.

●Add and remove circuits involving VLAN, BGP, and MPLS protocols.

●Responsible for maintaining ticketing system related to all network operations and fiber maintenance activities on daily basis with 100% ticket resolution. Create end of day reports detailing daily activities of NOC.

●Correspond with outside vendors and customers on an ongoing basis to solve complex interconnected issues related to network design and throughput. Hardware configuration including Cisco 3400,4900 series switches/ 7600 & 6500 routers and limited exp. with IOS-XR on ASR 9000 series Border Routers. Ciena 3900 series switches.

Shipping Expert UPS Kingwood,TX Jun 2018 - Dec 2018

●Customer service oriented front counter role handling all aspects of shipping and receiving. Strong email and office 365 suite support with document editing, imaging and scanning along with high volume printer/copy/scanner maintenance.

●Leadership ability recognized and trusted expertise to open and close store, cash handling and other management skills.

Moved to Maui,HI Aug 2017 - Apr 2018

Desktop Support Brandt Companies Houston May 2016 - Aug 2017

●Desktop support role in a large multi-site / multi-city engineering & Construction firm.

●Handled 50+ tickets a day over the phone, in-field & deskside support.

●Performed well under high pressure & achieved success in challenging and variable environment.

Telephone Support Lonestar College Houston Mar 2014 - 2016

●Front line phone support for Lone Star college system handling 60+ calls per shift.

●Solved technical problems for employees and students on and off campus related to the college systems web page and student/employee web portal.

●Customer service was a top priority in helping users with their various issues.

Refresh PC Technician Modis Houston 2013

●Change out of all computers hospital wide PC refresh.

●Responsible for large roll-out of new equipment in hospital environment.

●Strong technical ability recognized, promoted to lead tech/solved problems other specialists missed.

Other roles previously held include web database admin, telephone support & call center covering DSL and Computer assistance. Small Business experience running a computer repair and training company & also contract positions refreshing PCs in a refinery and high-rise office environments.

Education

LoneStar North Woodlands Campus

●Associates of Biotechnology

●A+ Computer Technician Certification

●CCNA Cisco Network Associate (July 2019)



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