Technical Support Analyst
Resume:
Antonio Grant
Atlanta, GA *0313
*******.*.*****@*****.***
O b j e c t i v e
To obtain a position in a growth-oriented environment where I can use my experience and education for future advancement within a company.
E d u c a t i o n
Associate of Applied Science Degree in Computer Networking Systems, ITT Technical Institute, Duluth, GA
Associate of Applied Science Degree in Computer Aided Design, ITT Technical Institute, Norfolk, VA
S k i l l s
Ericsson Enterprise Wireless Solutions - Certified Network Associate
Cisco Trained
Managed Services, PaaS and SaaS solutions
5+ Years of general and hands on experience – VeloCloud, CradlePoint, ARMT Cloud, Fortinet, Aruba Central Portal, Meraki Portal, Zendesk, AT&T Office@Hand, AT&T Business WIFI, Ring Central, Digi Remote Manager, Inseego Connect Platform, Data Remote Management, Agile Project Management, Work Market and Field Nation
E x p e r i e n c e
Trextel
Customer Technical Advocate
Sept 2019 – Current
Act as the primary contact for customers to address their technical needs and concerns.
Developed strong, long-term relationships with clients, becoming a trusted advisor to help them achieve their business goals.
Represented the client’s needs internally within the company to ensure their expectations are met.
Provided technical support for complex issues, troubleshooting problems, and working to resolve them efficiently.
When issues arise that require deeper expertise, escalate them appropriately and ensure timely resolution.
Stay ahead of potential technical challenges by proactively monitoring customer systems and services.
Guided clients through the onboarding process and assist with the setup of the product or service.
Conducted training sessions for clients to help them fully understand the features, functions, and best practices related to the product.
Helped clients with integrating the solution into their existing systems or workflows.
Regularly review the performance and usage of the product, offering suggestions for optimization.
Advised customers on how to customize and configure the solution to better meet their specific needs.
Collected feedback from clients on product features, and advocate for product improvements based on client feedback.
Identified potential risks in customer accounts (unmet needs, technical issues) and work to mitigate them before they become problems.
Support contract renewals and work with sales teams to identify opportunities for upselling or cross-selling additional services.
Monitored key performance indicators (KPIs) for customer success and work toward achieving high satisfaction, retention, and growth.
Work closely with sales, product development, and engineering teams to communicate customer needs, technical issues, and improvements.
Provided customer feedback to internal teams to drive improvements in products and services.
Ensured that project timelines, deliverables, and customer expectations are met in collaboration with the relevant teams.
Maintained accurate records of client interactions, issues, solutions provided, and progress on customer success plans.
Regularly updated customers on progress, system health, or performance metrics, and provide reports on key technical issues or projects.
OnePath Communications
Network Engineer
July 2016 – Sept 2019
Proactively monitor customer networks using various tools to identify and address potential issues before they impact service.
Support remote and onsite technicians in testing and turning up WAN and LAN equipment to ensure optimal performance.
Work closely with the Engineering department to develop a customer-specific knowledge base and ensure its continuously updated.
Provide advanced troubleshooting support for both equipment and customer premise equipment (CPE), identifying and resolving complex issues.
Troubleshoot customer CPE configurations and collaborate with client support teams to resolve configuration issues.
Offer technical and process recommendations to help prevent recurring outages and improve overall system reliability.
Perform thorough fault isolation and resolution with a methodical approach to ensure timely and accurate fixes.
Maintain and update daily shift reports, documenting activities and issue resolutions for tracking and transparency.
Work with third-party vendors to address and resolve customer issues in a timely manner.
Lead a team of engineers, ensuring efficient productivity and high levels of customer satisfaction.
Oversee NOC support coverage and manage schedule adjustments to ensure 24/7 service availability.
Provide guidance and mentorship to Tier 1 & 2 NOC engineers, fostering skill development and efficient problem-solving.
Vonage Business Solutions
IT Support Specialist II
August 2013 – July 2016
Provided Level 2 remote support for Vonage business customers, troubleshooting and resolving networking issues.
Configure network devices, firewalls, and security settings to optimize Vonage services for VoIP phones, ensuring seamless communication.
Advise customers on various technical solutions to enhance Quality of Service (QoS) and overall network performance.
Run MTRs (traceroutes) to assess latency, jitter, and packet loss; troubleshoot customer LAN, routers, and firewall settings, particularly related to SIP ALG configurations.
IBM/Lenovo
Technical Support Analyst Tier ll
October 2008 – August 2013
Respond to customer inquiries regarding technical services and product usage in a call center environment, providing clear and helpful guidance.
Use in-depth knowledge of information systems, products and services to assist customers with technical issues and questions.
Identify, troubleshoot, and resolve technical problems related to information systems, ensuring efficient solutions.
Recognize complex issues that require higher-level support and escalate them according to established protocols to ensure timely resolution.
Cox Communications
GIS Quality Control – Engineering & Design
January 1998 – September 2008
Deliver high-quality, accurate designs with minimal errors, utilizing CADD software to create detailed network layouts.
Ensure the technical and operational integrity of Coaxial and Fiber Optic Network designs, incorporating the latest available technologies.
Maintain strict quality control across all projects, providing feedback and recommending solutions to address discrepancies, while continually improving the overall quality of network designs.
Oversee the migration of base maps to GNIS (Geographic Network Information System), Cox's proprietary software, ensuring a seamless transfer.
Review migrated maps and make necessary adjustments to ensure network system accuracy, proper symbology, and correct data blocks.
Perform a comprehensive house count and verify the accuracy of all addresses within the migrated data to ensure full integrity.
United States Navy
Catapult Crew Supervisor
August 1995 - June 1997
Lead a team responsible for the operation and maintenance of the catapult system, ensuring efficient performance and safety.
Maintain and repaired hydraulic and pneumatic control systems integral to the operation of the catapult, ensuring optimal functionality.
Diagnose and resolve potential issues within the catapult system to prevent downtime and ensure reliability.
Oversee the maintenance of pneumatic and hydraulic systems, which operate under pressures ranging from 15 PSI to 3500 PSI, ensuring proper operation and safety.
Perform regular maintenance and overhaul of pressurized relief valves to maintain system integrity.
Train new crew members on all relevant procedures, ensuring they are fully equipped to operate and maintain the catapult system effectively.
Keep detailed records of all catapult system usage and maintenance activities to ensure accurate tracking and compliance with safety standards.
United States Navy
Quality Assurance Investigator
February 1992 - August 1995
Conduct investigations across all ground crew departments to ensure adherence to established safety procedures and standards.
Complete necessary paperwork related to investigations and write detailed reports outlining findings and recommendations.
Educate division personnel on safety procedures, conducting training sessions to ensure proper safety awareness across the department.
Perform tests on ground equipment to verify that all machinery is functioning correctly and safely.
Contact this candidate