Richard Shaw

(***) ***- **** ● Coral Springs, FL ● adjavn@r.postjobfree.com

EXPERIENCE

Help Desk Specialist August 2019 – July 2020

Teleperformance

●Opened assistance requests including pertinent information and assigned to a technical support engineer per their expertise.

●Provided inbound and outbound calls to customers of Hughes Enterprise regarding Tier 1 network data communication problems.

●Performed vital data entry in case management system by accurately documenting conversations, actions and decisions.

Network Operations Center Specialist July 2010 – August 2018

Convergys

●Tier 1 monitoring and troubleshooting support for LAN/WAN, Cisco/ Avaya circuits and TCPIP configurations.

●Provided remote testing and technical support services for telecommunications partners, service technicians and vendors.

●Detected and resolved service impairments in transport services, network hardware/software faults and voice/data network elements.

●Supported Active Directory users and computers including creating new accounts, resetting passwords, troubleshot share folders permissions issues, building and administering groups.

Desktop Support Specialist May 2004 - July 2010

Convergys

●Provided Support to 1000 users Dell Laptops and desktops as well as Network and personal HP printers.

●Assisted in maintaining the photo copiers and fax machines to make sure they work properly.

●Sustained high call volumes (90-130 calls) per day as Help Desk Support in a high-stress acquisition environment.

Desktop Support Technician March 1998 – May 2003

Broadwing IT Consultants

●Ensured that user's desktop images were intact, associated mapped drives and the re- mapping of network printers as well, including the deployment and maintenance of over 300 Dell computer equipment.

●Directed the migration of Windows NT 4.0 to Windows 2000.

●Responded to incidents, performed diagnosis, and executed incident resolution for those requiring medium to high complexity and implemented perimeter network security.

●Assisted with the conversion from Token Ring to Fast Ethernet.

●Managed Active Directory by creating accounts, resetting passwords granting access to different directories, and mapped network drives and printers.

EDUCATION

Total Technical Institute AA in Applied Electronics and Robotics 1988

SKILLS

Cisco Spectrum One Click VPN

Data and Voice ATM Trunk Interface SharePoint

Windows, UNIX, XENIX Avaya Agent Office 365

Dell Workstations MS Office & Adobe Products Oracle