Call Center Team Lead

G E N E F A W L E Y

***** ********* **. *** *******, TX 78217 ~ 210-***-**** ~ **********@**********.***

S U M M A R Y O F Q U A L I F I C A T I O N S

Accomplished and talented technician with valuable, hands-on leadership, and problem solving experience.

Strong analytical skills working in the field, call center, or remotely.

Experience installing Cisco Routers and Switches, servers, POS, running cable drops, and patch panels.

Solid background upgrading and migrating Point of sale equipment, Windows Servers, and all Windows OS.

Handling new Workstation installs and migrations with Windows XP, 7, 10, Server and POS OS configuration.

Extensive, hands-on knowledge of Altiris Console, TCP/IP, DHCP, VoIP, IPv4, IPv6, LAN, Active Directory, Network Protocols, and Network printers.

Excellent time management, organizational, communication skills with attention to details.

Strong track record of working well independently, as a team leader, as well as a valuable team member. Good written and oral communication skills. Self motivated.

Comp TIA A+ certified since 2002

P R O F E S S I O N A L E X P E R I E N C E

Independent Contractor 2006-Present FIELD TECHNICIAN/ TEAM LEAD

Provided technical expertise for over a thousand assignments, for over 150 different clients through platforms such as Field Solutions, Field Nation, Work Market. With a 98% positive rating.

Installed and upgraded Cisco Routers/Switches/ Meraki, Adtran for VoIP, and POE cutover.

Upgraded, tested, and troubleshooting of Point of sale equipment in a retail environment.

Served as the team lead for workstation upgrades, and migrations, POS rollouts at remote sites.

Managing installs and rollouts with technicians, and also oversaw router installation and configuration at remote sites.

Installed and configured print servers and switches, light troubleshooting with Putty and Hyperterminal.

Performing cabling, verification, cetification, and testing of cabinet wiring, and punch downs.

Common sense troubleshooting with Midwest work ethics.

Iron Fountain Energy Oil and Gas 2011-2013 INFORMATION TECHNOLOGY MANAGER/ PERSONAL ASSISTANT

•Install and maintain IT infrastructure for a small startup company.

•Customer service including client meetings, creating presentations, and follow up customer care.

•Strategizing and prioritizing daily work schedules and supporting sales manager in every way.

Technisource – Normal, IL 2005-2006

HELP DESK CONSULTANT

Provided telephone support to on the field ground technicians installing Cisco routers, switches, desktops, laptops, local and network printers, Blackberry devices and other technology for a large insurance company.

Utilized HP OpenView Service Desk, Net-OP, MSTSC and Microsoft Office Suite to support technicians.

Regularly fixed a variety of equipment problems, working with second level to resolve technical issues.

Worked closely to support multiple departments on a variety of issues, including BES server activation and password changes; internal and external Blackberry support; and ordering parts.

E D U C A T I O N

Waukesha County Technical College – Pewaukee, WI 2002-2004

NETWORKING SPECIALIST (AS) 3.69 GPA

Participated in actual, real life scenarios in the lab by working on networking projects and with teammates.

Gained extensive, hands-on knowledge of TCP/IP, DHCP, VoIP, IPv4, IPv6, LAN, Active Directory, Network Protocols, and Network and local printers.

Performed networking, configuration and troubleshooting of Linux Servers, Netware Servers and Microsoft Server products, including NT, 2000 and 2003.

Worked closely with team members with Network design and configuration in LAN and WAN environments.

References available on request

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