Technical Support Customer Service

Location:

Atlanta, GA

Posted:

April 18, 2025

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Resume:

AMIE MARKHAM

Debary, FL 407-***-**** ******@*****.*** h;ps://www.linkedin.com/in/amiemarkham

** ***** ** ********** ** Informa2on Technology where long and short-term milestones are met. A planner who expects the unexpected. Op2mal under pressure with a calm demeanor, organized, proven, expedited resolu2ons, excep2onal communicator, dedicated, and consistent for results. Professional Experience

Charter Communica5ons LLC – Maitland, FL May 2024-Current Enterprise Technical Support

• Provide world-class technical support for the Spectrum Enterprise product line, including dedicated ﬁber internet, coax, voice, and video across various plaKorms, which include ﬁber circuits, PPP, DIA/FIA/DFI, SIP, Trunk, DOCSIS, Carrier, PPP, PPTP, Cisco Uniﬁed Communica2ons, Cisco WebEx, Managed Network Edge

(MNE), Enterprise Network Edge (ENE), Managed Services for rou2ng and WiFi, Cisco Meraki, Cisco ASA Firewall, monitoring and network conﬁgura2on.

• Problem resolu2on with error detec2on and log analysis, performance tuning, repor2ng, implemen2ng design changes, and providing sugges2ons for design changes. Collec2ng evidence to ﬁnd the issues.

• Exchanging informa2on with border partners (Field Engineers, Inside Plant, Backbone network, Managed Service Engineers, Construc2on (Fiber Splicing), Network Engineering, Customer Service Managers (CSMs, TAMs), direct Leadership, and collabora2ng to get results. INAP Corpora5on – Remote Support July 2021-February 2022 Senior System Administrator

• COLO Data Center support worldwide (Amsterdam, Hong Kong, Chicago, New York, and Singapore.) • Drove standards across the network and ensured full compliance with those standards and policies.

• Bare Metal Cloud installa2ons inves2gated network rou2ng and interconnec2vity issues, data protec2on analysis and implementa2on, and improved security compliance.

• Iden2ﬁed opportuni2es to automate repeatable networking tasks and took ownership of crea2ng and maintaining scripts to streamline support.

Amazon.com Services LLC – Deltona, FL June 2020-February 2021 IT Support Associate II

• Member of MCO2 (Amazon Deltona Fulﬁllment Center site) Build and Launch Team. Implemented and conﬁgured MDF and IDFs. Cisco aggregated routers and switches, APCs, ﬁber (SFPs), ethernet (RJ-45) cabling, and patching. Installed and conﬁgured 1 MDF, 22 IDFs, and 22 Cisco Access Points across the 1.44 million square foot facility. OSHA cer2ﬁed.

• OpsTech IT member who provided SLA support for end users, HP Elitebook 840 G6 laptops, Honeywell RF scanners, HP LaserJet printers, Zebra ZD410 printers, Zebra ZXP 7 Series badge printers, maintained inventory of all hardware, monitored MDF, IDFs, network connec2vity, and access points.

• Installed and implemented cueng-edge technology thermal camera system for COVID 19.

• Installed/conﬁgured Al Camera System (Distance Assistant) social distancing in the warehouse for COVID-19. TopTech Systems (Contract to Permanent hire from Kolter Solu5ons) – Longwood, FL April 2018-May 2019 User Experience Engineer

• Level II Support for proprietary TopTech hardware and sohware based on Linux Red Hat Enterprise and SQL.

• TopTech products include terminals to meter liquids (fuel, for example) and track shipments and inventory. Customers included Exxon Mobile and Shell.

• Troubleshoot Linux environments and SQL queries promptly. Rota2on of 24/7 support. AMIE MARKHAM

Debary, FL 407-***-**** ******@*****.*** h;ps://www.linkedin.com/in/amiemarkham Fisher Innova5ve Technologies – Niles, MI December 2016-April 2018 Consultant - Remote

• NetBackup and Backup Exec consultant for independent companies with Windows and Linux.

• Design and implement disaster recovery strategies and policies.

• Network and system administra2on.

• Ongoing, self-driven educa2on for cueng-edge technology. Home virtual labs for tes2ng. Veritas Corpora5on – Heathrow, FL June 2014-December 2016 NetBackup Advanced Technical Support, Remote Product Specialist

• Accountable for Fortune 500 companies such as Na2onwide, Sears, Chicago Tribune, the U.S. Army, and Cincinna2 Bell.

• Thoroughly documented customer issues related to the network and provided peer training on common troubleshoo2ng steps, improving the resolu2on 2me of similar cases.

• Veritas Sohware developed on both Red Hat Enterprise and SUSE Enterprise Linux.

• Used SSH, FTP, nslookup, ping, telnet, ARP, and netstat to troubleshoot networking issues.

• Excelled at improving customer rela2onships in cri2cally escalated cases. Symantec Corpora5on – Heathrow, FL June 2011–June 2014 NetBackup Appliance Team Engineer & NetBackup Support Engineer

• Provided advanced-level support for NetBackup Appliances.

• Member of the Tiger Team; trained directly on NetBackup Appliances at the Veritas Mountainview campus; trained peers in groups and one-on-one mentoring.

• Troubleshoot status codes within NetBackup, common examples: Status Code 99, 40, 130. Well versed in debug logging analysis.

• Fluent with a variety of types of backups/restores: Exchange, SQL, Oracle, Data Domain, NDMP, SAN, Tape, NAS, SharePoint, Appliance, Deduplica2on, VMware, Hyper-V, SLP, and the NetBackup Catalog.

• Worked with escala2on managers and engineering to discover and correct defects.

• Worked extensively with SAN disk-to-disk and disk-to-tape devices.

• Authored and edited technical documents used internally/externally to improve the customer experience. Educa5on

• Lake Michigan College, Benton Harbor, MI - Associate in Applied Business

• Andrews University, Berrien Springs, MI - Advanced Math and Science Cer5ﬁca5on & Courses

• Current student – CCNP ENOR 350-401 class – exam in 1 week

• JNCIA-JUNOS

• CCNA

• NetBackup Appliance

• NetBackup for UNIX and Windows: Administration

• NetBackup for UNIX and Windows: Troubleshooting

• SQL Server Enhancements

AMIE MARKHAM

Debary, FL 407-***-**** ******@*****.*** h;ps://www.linkedin.com/in/amiemarkham SoOware and Opera5ng Systems

Cisco Meraki, Cisco IOS, Juniper Networks JUNOS, Veritas NetBackup, UNIX, VMware ESXi, VMware Microsoh Exchange, Cisco CallManager, Cisco Unity, Cisco VoIP, Red Hat Enterprise Linux, SUSE Enterprise Linux, Ubuntu, Linux Mint, Kali, Ultrabac, Symantec Endpoint Protec2on, Veritas Backup Exec, Veritas Storage Founda2on, Microsoh Windows Server 2019/2016 Ac2ve Directory,, Microsoh Clustering Services (MSCS), Oracle 10g Database, Microsoh SQL Server, Microsoh SharePoint, VMware, Solaris, Mac OS, DNS, DHCP, TCP/IP, LDAP, O365, Visio, Salesforce, Jira, ServiceNow, Remedy, Conﬂuence, VPN, SecureCRT, Bash scrip2ng, Python, Ansible, PowerShell, Jira, Conﬂuence, CoPilot, Remedy, NetSuite, Salesforce, Wireshark, Cisco Packet Tracer, AI. Hardware

Cisco ASAs, Cisco MX, Cisco Catalyst 9500 series switches, Cisco Catalyst 9300 series switches, Cisco Aironet Access Points, Ruckus, ADVA, ADTRAN, RAD, Ciena, Sun StorEDGE, StorageTek tape libraries, HP Elitebook 840 G6, Honeywell RF scanners, HP LaserJet printers, Zebra ZD410 printers, Zebra ZXP Series 7 badge printers, NetBackup Appliances, NetApp Appliances, SAN, Dell servers, Sun servers, IBM, Dell Inspiron, Dell ThinkPad, Lenovo, MacBook Pro, Cisco IP Phones 79xx and 89xx, HP Elitebook 840 G6, Honeywell RF scanners, HP LaserJet printers, Zebra ZD410 printers, Zebra ZXP Series 7 badge printers.

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