Support Customer

Chris MacMahon

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

Poland, Maine, **274

Phone: 207-***-****

Email: *****.********@*****.***

OBJECTIVE

“A role in a progressive company that will continually challenge me to use my customer oriented skills to find better ways of supplying superior service while meeting organizational goals and objectives.”

EXPERIENCE

Systems Support Analyst 2016-current

Netgate (pfSense, TNSR), Austin Texas

Independent home based office, Front line support for Netgate hardware and software. Troubleshoot and deployed small to large networks with pfSense software

(BSD), Worked hand in hand with customers and engineering team to deliver high quality time sensitive support.

By implementing a system of quality control, I was able to recover 250k annually for our department. In my leadership role for the support team, setup metrics and benchmarks for team members. Provided training to the majority of US workforce, implemented cross departament communications.

Setup and maintained 24x7 High availability PBX, with global endpoints. IT Systems Administrator 2015-2016

X2X Community, Yarmouth Maine

Evaluated the needs of the company and implemented solutions following best practices in. Leveraged Virtual Machines to keep costs down across all software platforms (Linux, OSx and Windows). Effectively planned, configure and optimized I.T. infrastructure to provide High availability and ease of use. Systems Administrator 2009-current

Self Employed, Poland Maine

Provided first call support for small business in the area. Migrated companies towards OSS solutions to increase their revenue. Provided Break/Fix resolution, assisted in implementation of best practices for backups, online Security, and reliability. Assisted in setting up remote site with no HSD available leveraging off the shelf technologies. Set-up VOIP Telephony support in a variety of environments. Team Lead - Broadband Support Technician 2004-2009 Time Warner Cable of Maine – South Portland, ME

Trained and managed a customer service team to resolve customer issues by putting the customer’s needs first. Created a first class team that reacted quickly and correctly to situations

Trained team on frontline network monitoring

Provided superior telephone based technical support for computer based issues Offered counseling and mentoring support to members of other teams with difficult situations

Contact this candidate