Support Agent Telecommunications Technician

David Shannon

505-***-****, *****************@*****.***

PROFESSIONAL SUMMARY

A highly detail oriented mid-level IT Specialist with over 10 years of comprehensive experience in networking, security and technical support. Recognized for providing superior levels of support, documentation, and problem solving/solutions. Advanced skills in troubleshooting, diagnosing, and resolving hardware, software, and network connectivity issues. Proven success working in high-volume, 24x7 technical call centers. Ability to cope and adapt to new environments and skill requirements, with excellent communication skills as a team player.

KEY SKILLS

●MS Active Directory

●Network (v4/v6)

●LAN/WAN

●Telecommunications

●Disaster Recovery

●OSI Model

●PCI/DSS

●Network Systems Security

●TCP/IP

●SCCM

●OSP/ISP

TECHNOLOGY PROFICIENCIES

Platforms:

MS Windows 7/8/10, MS Server 2008 R2, Server 2012, Linux (SUSE, Ubuntu),Citrix

Networking:

LAN/WAN Administration, VPN, TCP/IP;

Languages:

Python, Perl

Tools:

MS Office 8-16, MS Outlook 0/-16/ MS Project, McAfee, Symantec, VMware, MS Remote Bomgar, BMC Remedy ITSM, Oracle Siebel My SQL/SQL, Avaya PBX VoIP.

Amazon, Inc.

Albuquerque, New Mexico

Amazon Floor Monitor Associate (AFM)

January 2022 – Present

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Selected to participate on a team solely focused on ABQ1 Amazon Robotics and AR Operations. Critical area of this role required FAST (Floor Access Safety Training) certification in order to operate on the robotics floor in the retrieval of amnesty (fallen packages or other objects), or in the resetting of faulted drives, or their removal from the floor utilizing FAST procedures and wearing issued SRBRs vest.

Lowes, Inc.

Albuquerque, New Mexico

Customer Experience Professional

March 2020 – January 2022

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Primarily responsible for providing an outstanding and differentiating customer experience by understanding and responding appropriately to stated and unstated customer needs.

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Deliver effective, customer-centric support across multiple channels of communication (i.e., phone, chat, social media) while supporting one or more core contact center programs within sales, service and/or fulfillment.

Anderson Business Communications, LLC

Albuquerque, New Mexico

Lead Telecommunications Technician

August 2018 – March 2020

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Assisted with workflow analysis of existing procedures and drafting of new workflow to changed operating environment or optimize operation

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Assisted in establishing performance benchmarks for contractor works.

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Worked with ITS Networking to provide support for the campus layer 2 data network as it relates to the campus VoIP system

ARS Services LLC

Albuquerque, New Mexico

Tier II Technical Support/Desktop Support

July 2018 – August 2018

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Responded to incoming calls and e-mails for typical help desk tasks including checking field engineers in and out for duties.

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Performed hands-on fixes at the desktop level, including installing, configuring, and upgrading software and hardware with the field engineers.

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Communicated with the Client to reschedule existing work orders and order new equipment if needed.

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Identified and learned software, hardware, and network environment used and supported by the organization.

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Provided technical assistance with computer hardware and software.

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Resolved issues for clients via phone, in person or electronically.

Isleta Resort & Casino.

Albuquerque, New Mexico

IT Specialists II

September 2017 – September 2017

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Maintained and troubleshoot devices and systems, hardware, and software.

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Documented system performance, bugs, debugging and program requirements.

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Followed maintenance protocols to ensure systems are secure and ready for users.

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Complied with departmental operating procedures involving design and deployment of servers, directories, wireless, backups, and personal devices.

Alorica, Inc.

Albuquerque, New Mexico

Desktop Support Associate II

June 2016 – February 2017

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Provided advanced, senior level operation support for network infrastructure and internal desktop systems software and hardware.

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Provided first and second tier technical support to internal and external customers; installs, configuration, troubleshooting, monitoring and maintaining customers’ desktop software and hardware.

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Maintained passwords, data integrity, and system security for the desktop environment.

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Evaluated, maintain, modify and document desktop application packages; participate in the testing and evaluation of new desktop packages, implement prototypes, and consult with customers on selection of software applications.

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Installed LAN software upgrades including planning and scheduling, testing, coordination, and maintaining integrity of the LAN software and hardware.

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Complied with established policies and standards to ensure that access to company information and systems resources, in any medium or format, is limited to authorized personnel job requirements.

Alorica, Inc.

Albuquerque, New Mexico

USAA Financial Support Agent (Promoted to Desktop Support Agent II)

May 2016 – June 2016

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Performed routine customer service phone support to client specific needs. Work was performed under regular supervision.

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Responded to requests and calls from customers related to client specific programs and products.

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Identified and responded to customer’s needs based on designated procedures of account/client.

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Made attempts to resolve issues and deescalate issues of irate or dissatisfied clients.

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Escalated calls to supervisor when necessary and appropriate.

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Responded to requests for assistance and/or possible processing of credit card authorizations.

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Tracked call related information of each call received for auditing and reporting purposes.

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Provided feedback reports on call issues related to downtime and/or training issues.

Truno Retail Technology Performed Solutions

Lubbock, Texas/Albuquerque, New Mexico

POS Support Technician

May 2015 – February 2016

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Built, imaged and configured desktop and laptop computers for new users. Troubleshoot and repaired various POS equipment which included but not limited to Retalix ISS45, NCR, TOSHIBA, IBM registers and workstations for multiple clients.

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Resolved technical issues with internal and external users on all (POS) software and hardware systems, installing and configuring registers/POS Kiosks, imaging and encryption of credit card readers.

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Conducted break / fix PC repair, network setup, data migrations and new hardware, software, operating system configuration and installs and virus removals.

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Advised customers on updated ticket status and problem resolution, imaged, configured and tested the new servers with new POS ready to be installed to a site changing over to the Payment Card Industry Data Security Standard (PCI, DSS).

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Reinforced and conducted preventative maintenance due to recurring duties related to software and hardware issues or upgrades.

Lowes, Inc.

Albuquerque, New Mexico

Help Desk Support Analyst III

March 2014 – November 2014

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Routinely exceeded call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 7.5 minutes - well below 10.35-minute goal.

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Documented the problem-solving process, including decisions made, actions taken, and final resolution in Service Desk Tracking System using Oracle Siebel

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Diagnosed, troubleshoot and resolved a wide range of product related repair and hardware issues.

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Excelled in asking probing questions, researching, analyzing and rectifying problems.

EDUCATION

ITT Technical Institute

Richardson, Texas

Associate of Applied Science – Information Technology – Computer Network Systems – 2011

MILITARY

United States Air Force

1984-1989

Security Forces / CCT

Rank E5

General under honorable conditions

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