JEFFREY D. ZIMMERMAN

Little Rock, AR *****

805-***-****

adjxx9@r.postjobfree.com

PROFESSIONAL SUMMARY

Career in Data Technology and Telecommunications with Customer services emphasis at repair/install in a Help Desk/Call Center environment. Assisting customers with questions and answering in a courteous and professional manner. Knowledge of Information Technology, and Telephony. Knowledge of TCP/IP, Active Directory, cat 5 wiring processes, wireless routers, VOIP phone systems, (Shoretel, CISCO, Polycom) and VPN technology. Manage Engine ticketing system, reimaging multiple computers, (Enterprise and local/personal) varying from WINDOWS XP,7, 8.1, 10) MAC OS X computers, SMARTPHONE technology (repairs and inventory for corporate users) POS SYSTEMS using Verifone credit system. Work with various Vendors (Enterprise systems)

SKILLS

Windows Operating Systems (XP,7,8.1,10) Network Routers/Servers

Apple/Mac Operating Systems (all OS Systems) Security Firewalls

Office/Corporate Printers (network and local) CISCO Routers/Switches

JUNIPER Switches Motorola, Arris modems (DSL, CABLE)

Fax Machines Installation of all types of Peripherals

TCP/IP Configuration Cell Phone Technology

Telecom Customer Services PRINTERS, (network and local)

Conversion of Corporate OS Systems CATV Tech Customer Services

Head End Technician CAT5 cabling (business/residential)

Network Administration Activation/education Network syst.

A+ Certification, IP, Switches

ACTIVE DIRECTORY, Laptops, TCP/IP

America online, Apple/Mac, Technical support

Broadband, Meetings, Technician

CABLE, Office, Telecommunications

Cabling, Windows Operating Systems, Telecom

Electronics, PRINTERS

Firewalls, Repairs

Help Desk, Sales

Internet security, Shipping

Helpdesk support

Call center operations background

Call center experience

Call Center, Windows 7, Telecommunication

CAT 5, Windows XP, Telephone

CAT5, Migration, Phones

Cisco, Modems, Phone

Cisco Routers, Motorola, Television

Closing, Enterprise, TRACK-IT

Computer Technician, Network Administration, Troubleshoot

Computer hardware, Network printers, Upgrade

Hardware, NETWORK, VPN

Conferences, Networking, VOIP

Conversion, Networks, Wiring

Customer Services, Operating Systems

Customer Service, OS

DEC, Peripherals

Desktops, Phone system

DSL, Platinum

Fax Machines, Processes

Guitar, Routers

HP, Servers

Inventory, Install software

Help Desk Operations

Call center environments

WORK HISTORY

HELP DESK TECHNICIAN 08/2020 to 01/2021

IBM FOR ANTHEM-BLUE CROSS LOS ANGELES, CA

Assisted in Depot work, sending out monitors, computers, and peripherals to homebound employees due to COVID-19. Customer service to these same employees remotely and onsite at ANTHEM BLUE CROSS building in Woodland Hills, California. Used remote software such as Microsoft TEAM, SKYPE, Teamviewer and others. Reimaged laptops on average as 30 machines a day were sent out to customers including their specific software needs. Inventoried equipment that came back from homebound employees due to termination or repair. Coordinated with other Depots throughout the US to make sure all were functioning properly on rules and regulations needed for deployment of all devices. Main procedures were:

Configured hardware, devices and software to set up work stations for employees.

Patched software and installed new versions to eliminate security problems and protect data.

Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Documented all transactions and support interactions in system for future reference and addition to knowledge base.

DESKTOP SUPPORT TECH COFFEE BEAN TEA LEAF 09/2016 to 07/2020

COFFEE BEAN TEA LEAF CBTL LOS ANGELES, CA

Provided technical support for 800 employees at corporate level and offsite level.

Received tickets and requests for assistance with technical equipment from all stores in the California/Arizona CBTL stores, and tickets from corporate offices in Los Angeles and Singapore.

Troubleshoot all hardware and software issues in Corporate environment and STORE locations via VPN.

Issue dispatches to stores when unable to repair the hardware or software in question.

Assist technicians on site at stores to fix/replace equipment and install software.

Take pride and ownership in all tickets I received that were repaired in the system.

Gave the best effort to repair or find a solution for a software issue to help the customer make their job simpler.

Possessed keen ability to quickly grasp new concepts and technology that would help the company or the individual in their processes during the day.

Maintained inventory for all hardware and software necessary to keep the systems going without a delay in shipping or repairs.

Migration of Enterprise systems from Windows XP to 7, from Windows 7 to 10 at all corporate and stores in the CBTL system.

Maintained excellent attendance record, consistently arriving to work on time.

Drove operational improvements which resulted in savings and improved profit margins.

Handled 30 calls per day to address customer inquiries and concerns.

Increased customer satisfaction by resolving hardware and software issues.

Resolved all problems, improved operations and provided exceptional client support.

HELP DESK TECHNICIAN 12/2013 to 08/2016

Desktop Support Tech CHILDCARE RESOURCE CENTER

Worked on all computer hardware and software WINDOWS 7, 8.1, 10 knowledge.

ACTIVE DIRECTORY skill and knowledge.

Knowledge of all mobile devices (smartphones, tablets, SURFACE).

Network configuration and switches.

Knowledge of all printers and network printers.

(HP, RICOH, BROTHER networked and local printing and repairs.

Ghosting/reimaging of all computers.

Knowledge of various servers for departmental usage.

Cisco phone system knowledge and configuration.

Networking of local HEAD START sites to the Home network.

Worked with various 3rd party telecommunications and cable companies for connection to base network.

Construction and upgrade from old technology to fiber optic technology and configuration of those networks for HEAD START sites.

Maintenance and upgrade of all devices at 21 different HEAD START sites.

Customer education on new and improved devices when needed.

Wireless technology for various offsite meetings and conferences.

Inventory for both Verizon and Sprint devices and maintenance and service on those devices, 350 in total devices.

TRACK-IT ticketing program used for tracking jobs and assignments

Configured hardware, devices and software to set up work stations for employees.

Patched software and installed new versions to eliminate security problems and protect data.

HELP DESK TECHNICIAN CONTRACTOR 12/2012 to 11/2013

Desktop Services VACO TECHNOLOGY

See above for duties.

Hired by CCRC in DEC 2013.

Assisting in Desktop configuration; customer services for immediate associates.

VACO contractor for Foundation Recovery Network.

Canyon and IOP divisions.

Analysis of existing software/hardware, Wireless Connectivity.

Installation and implementation of new Tier, and other various programs to improve productivity.

Repair/restore of existing Desktops and Laptops, printers and other various Communications devices.

Monitor all switches, routers, and other peripherals.

CALL CENTER HELP DESK TECHNICIAN

Instructed and assisted subscribers with Cable television, Internet, and telephone services.

TCP/IP configuration and Internet security for Business Subscribers.

Educated residential customers on how to protect their system when using a network.

Repair issues with residential and corporate accounts and other subscriber questions.

Instructed customers on the proper way to install peripherals on their system and other telecommunication issues, (CATV, Phone, Internet).

NOC Technician for Wave Broadband.

HELP DESK TECHNICIAN 11/2011 to 06/2012

GUITAR CENTER

Assisted at Help Desk Call Center at Guitar Center.

Took phone calls to repair, troubleshoot, replace various components of all Guitar Center stores in the United States.

Closed all stores properly or assisted in closing for stores with software issues that would not allow the store to close properly.

Use of Juniper Switches with Cisco Routers and various modems in the 255 stores.

Coordinated with NOC in Phoenix for issues pertaining with telecommunication/VOIP issues.

Customer education on various job functions, repair of sales ticket errors for remote store in United States Guitar Centers; reset passwords, software issues for customer's job performance.

Use of Wyse virtual machine software for remote repairs.

CONTRACTOR 05/2010 to 06/2011

HELP DESK/NOC TECH BANK OF AMERICA

Verified/installed wiring for NOC of all Bank of America sites in the Los Angeles Area.

Verified all Switches, Routers, modems, Load Balancers were functioning properly and were to be used at the locations I inspected.

Use of CAT 5 AND 6, splicing and activation of systems for new OS systems.

Installation/Activation of wireless connections at sites listed in the Southern California district of Bank of America.

Conversion of Countrywide pcs to Bank of America online systems migration.

Helped employees with training on VoIP System phones, Windows XP operating systems; other peripherals to help in their daily job requirements.

Employee/customer ed for other various hardware and software devices after migrations at various new Bank of America locations (formerly Countrywide sites).

Integration of Merrill Lynch software and applications merged to Bank of America systems., Installation of AT&T U-verse IP television, Phone services, High speed internet and networking for Residential and Businesses.

TIER II HELP DESK TECHNICIAN WAVE BROADBAND 05/2004 to 02/2008

Kirkland, Ventura, WA, CA

EDUCATION

Bachelor of Arts Degree Communications Studies

University of Missouri, Kansas City

Time Warner Comm. (LA & KC Divisions), Wave Broadband (Seattle) Platinum Customer Service Awards: Wave Broadband (Seattle) Certifications: A+ Certification Installer Technician Certification Service Tech Certification Service Technician Certification Electronics Technician Certification Computer Technician Certification

CERTIFICATIONS

A+ Certification Installer Technician Certification

Service Tech Certification Service Technician Certification

CompTIA Network+(PENDING)

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