Quality Assurance Tech Support

Willie Rivers

404-***-**** *********@*****.***

NOC TECH IT CUSTOMER SPECIALIST

Knowledge & Skills

NETWORK TECHNOLOGIES & PROTOCOLS QUALITY ASSURANCE RELATIONSHIP MANAGEMENT (INTERNAL/EXTERNAL) IMPLEMENTATION / INSTALLATION REDUCTION OF MEANTIME-TO-REPAIR (MTTR) TROUBLESHOOTING SPECIALIST TECHNICAL SKILLS

Protocols:

Active Directory, VPN, TCP/IP, RSA Secure Logon, Abria, SCCD, RIP1, RIP 2 IGRP, EIGRP/OSPF, DHCP, DNS, Telnet, SSH, FTP, SMTP, Exchange 2010 NETWORKS:

LAN, WAN, intranets, extranets, Routers, Switches, OSI Reference Model Databases:

SAP, SQL, Citrix, SolarWinds, Oracle 8, Access

Devices:

Cell phones, tablets, laptops, desktops, kiosks, netbooks, printers, scanners, wireless, Ethernet, other computer peripherals Operating Systems:

Apple, Android, MS Windows 10, AS400, UNIX, MS DOS, Windows 7, 8 and 2000, file servers General:

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), SharePoint, Office 365, Zoom PROFESSIONAL EXPERIENCE

Tech support level ll

Innover Digital- Alpharetta, GA 10/2024 - 01/2025

Handle escalated the support with diplomacy and professional. Assisted in the development of standard operating procedures to ensure Consistent services quality across all cases handle by tech support. Implemented a structured ticket system Zendesk for incoming tech support request. Expediting responses time and increasing productivity level with in the department. Conduct regular reviews of internal process identifying are of continuous improvement With in the department.

Served as a liaison between customer and support team as needed. Provided tailored guidance for user with varying level of technical proficiency, Ensuring all customers received appropriate support. Provide general support to company users while coordinating necessary aspect of Hardware and software installations and maintenance. Utilize the company SAP system tools to trace and track departments account activity. Provide software and hardware support to customer for connectivity issue. Telnet into device provide solution, download software and network infrastructures. Resolved or escalate to appropriate tier.

Provide technical and administrative support to customer utilizing appropriate Troubleshooting methods and procedures vi phone, email Set up and maintained the status of password, mail box web pages. Set up and maintained point to point protocol over Ethernet network. Set up and maintained DHCP address allocation thur window server and Active Directory Set up and maintained DNS thur windows serve

Troubleshoot customer issue while check TCP/IP configuration Configuration of port to determine the routing of network traffic on cisco route Ping, ipconfig, netstat traceroute command to resolve connectivity issue. NOC Tech 06/2022 – 07/24

Corps Security Services, Inc., Roswell, GA

Provided diagnoses and resolve incidents

Provided Knowledge Base content submissions of known issues

Provided wrap-up report to clients after remote session

Monitored client Networks through Solar Winds

Followed change management processes to ensure compliance with Asset Management inventory

Performed root cause analysis

Performed and logged system checks for specified networks on a recurring basis

Maintained tickets; updated and followed-up with internal and external clients/personnel within the required contractual SLA timeframe

Reviewed open tickets to ensure timely resolution

Provided updates to clients on any changes to their service ticket

Determine when an issue requires escalation to a higher-level support member or management Tier 2 Help Desk Support 04/2022 – 05/2022

Robert Half Staffing (assigned to Comcast), Atlanta, GA

Resolved service level agreements escalated for support

Reviewed lease agreements to convey compliance with terms to ensure customer assistance

Collaborated with other team members to provide a good working team environment

Provided remote help desk support for escalated customers with internet and cable connections

Exceeded expectations with ticket completions

Driver 04/2019 - 12/2022

Lyft, Atlanta, GA

DoorDash, Atlanta, GA

Marcos, Smyrna, GA

Maintained a 5-star rating and excellent customer service providing dependable rideshare transportation

Provided food service deliveries

NOC Tech - Tier 2 Technical Support Specialist 04/2016 – 04/2019 Sagenet, Marietta, GA

Confirmed that all network device were reachable through /sbin/ip / neigh command

Confirmed the indoor unit had connection from the internet service provider to WAN 1 port on prysm router

Confirmed that destination gateway, subnet mask through Route N command

Confirmed the data route source from traceroute command

Confirmed the broad band connection from Netstat to G0/1 on Cisco 2600 router Confirmed router interfaces an Vlans on Cisco router and switch

Provided remote technical assistance and support for service requests related to Windows OS, hardware, and our proprietary store management equipment

Troubleshoot issues and communicate with customers via phone

Followed up with customers and tech in field to ensure successful completion of installation

Documented customer interactions in shareware ticketing system

Confirmed accuracy thoroughness

Collaborated with tier 3 and management to find solutions and escalate when necessary

Ran remote diagnostic programs to resolve network issues.

Resolved basic connectivity while with ping command

Documented troubleshooting processes, procedures, and solutions in knowledge base” programs to network issues

Network Security Administrator 01/2016 – 10/2016

PMT Technologies, Atlanta, GA

Managed systems, hardware and software for company’s internal and external customers

Configured Android, iOS, Windows and Linux devices and resolved issues with kiosks, laptops, desktops, cell phones, smart devices, credit card devices and TEDS

Managed the work order process to repair or replace any hardware and other equipment

Handled high priority tickets that were escalated

Assigned and redistributed RSA soft tokens, hard tokens and certificates

Created and managed the shared mailbox in Office 365 as an administrator

Managed Symantec Endpoint Protection and executed silent updates

Reset passwords and resolved domain trust related issues Technical Support Specialist 01/2014 – 12/2015

GHH Associates, Richmond, VA

Provided frontline technical support responses to requests from email, telephone and website

Collaborated with other departments to resolve escalated issues

Followed TCP/IP protocol to troubleshoot and resolve complex application and connectivity issues

Documented client issues in call logging system and followed up until the matters were resolved

Monitored system performance and reported potential issues with appropriate staff Technical Support Specialist 09/2012 – 12/2013

CGS/LENOVO/IBM, Atlanta, GA

Worked in a call center environment to help customers understand how to maximize the use of their products

Maintained a current knowledge base on the customer entitlement options

Researched and resolved system issues and escalated higher tier matters

Documented customer step-by-step issue in the client database Technical Support/Help desk Specialist 06/2011 – 04/2012 GHH Associates, Richmond, VA

Installed and maintained terminals, PC hardware, software cabling and other equipment

Setup and maintained passwords, mailboxes, web pages, point-to-point protocol, Active Directory, DHCP, DNS,

Resolved connectivity issues through ping, ipconfig, netstat, traceroute

Configured IP addresses and subnet mask on Cisco router and port to determine network routing traffic

Performed root cause analysis to resolve issues

Managed all network job entries on mainframe and worked to clear jobs that were hung up, inactive or jammed

Performed daily and weekly non-system saves and ran daily close

Saved and restored object to tape and disk and performed IPL on weekly schedules

Ensured communication modules were active for system control EDUCATION

Jr. Computer Program Manhattan Community College, New York, NY

Contact this candidate