Technical Support Technician

**********@*****.***

Skills

I am ITIL Trained and Certified, A+ Certified, Network Plus trained and proficient in troubleshooting all Microsoft Operating systems since Windows 95 to include 7, 10, and 11. General familiarity with MacOS environments.

Networking, internet connectivity and email issues. Proficient in Active Directory, Exchange Admin. I am proficient with all versions of Outlook, Outlook Express and Windows Mail, and also Google Mail (Gmail).

I have extensive experience using call center ticketing software i.e. ServiceNow, FreshDesk and FreshService, Cherwell, HP Service Manager, AT&T’s Clarify, Verizon’s and WDS Global’s ticketing software.

I am familiar with numerous Cellular 3g, 4g and 5g Wireless networking client software configurations for internet connectivity and device-as-modem configurations as well as email setup.

Professional Experience:

July 2021 to Present

Uber Pro - Gold Level, 5 Star Rated Driver

I drove as an Uber XL, UberX, Uber Pet, and Uber Connect class Driver: Uber XL drives a larger vehicle for up to 6 passengers. UberX is for passengers needing a regular sized vehicle. Uber Pet is for passengers with a pet. Uber Connect makes package pickup/delivery trips.

A Gold Level Driver maintains at least 200+ Trips every 3 months with a 4.85 or higher Star Rating from his passengers, a >85% Acceptance Rate and <4% Cancellation Rate.

May 2022 to December 2022

Modern Managed IT

Support Technician

Modern Managed IT is a Start-Up Company that provides a wide range of Support for various Clients. This Link: Modern Managed IT (NEW) — Modern Managed IT IT Solutions pretty much tells the story.

As a Support Technician I provided Telephone, On-Site and Scheduled Remote Support to our Customers. In line with Incident Management and ITIL Frameworks.

May 2010 to June 2021

CPS Energy

Business Support Analyst III

Service Desk

Internal Service and Support of all Departments and work areas.

Technical Support for all related Software and Applications. SAP, Windows 7,10, and 11 as well as Apple iOS Operating Systems, M365 Office Applications, Microsoft Multifactor Authentication, Cisco VPN and WebEx, RSA Hard and Soft Token usage configuration and troubleshooting. Citrix Receiver Configuration and Troubleshooting. Microsoft Teams, Cisco Jabber and Finesse. In line with Incident Management and ITIL Frameworks.

Troubleshooting of various devices to include Verizon and AT&T iPhones, MiFi Devices and Microsoft Surface Pro, HP EliteBook, GETAC Computers.

April 2009 – May 2010

2Wire

Tier1 Technical Support

Tier 1 Technical Support for AT&T Uverse Services,

High Speed Internet, Uverse IPTV Service and CVOIP Phone service.

March 2007 – January 2009

Verizon FIOS Support Center

FIOS Support Analyst

Provided full technical support for Verizon’s FIOS Services

Television Service set top box activation and troubleshooting.

High speed Broadband Internet support including router setup and troubleshooting.

Digital Voice support including voicemail issues and other service-related issues.

July 2006 – March 2007

WDS Global

Tier 3 Technical Support

Provided technical support for numerous contracts including AT&T/Cingular Cellular Services.

Online connectivity and email setup on client customer devices to include Blackberry and others. Internationally.

Education:

Palo Alto Community College

Associate of Applied Science - Aeronautics and Computer Sciences

Univ. of Minn. - Duluth

Business Admin./Aerospace Science

Completed one year of Air Force ROTC before going into the U.S. Army

U. S. Army Warrant Officer Candidate Development Course

Work References:

Provided upon request

Contact this candidate