Technical Support Specialist - Telecom Troubleshooting

RICHARD BRAUNREUTHER, Technical Support Specialist

Lincoln, 95648, 279-***-****, *************@*****.***, SUMMARY Highly motivated Customer Support Level 4 specialist with over 13 years of experience in technical support and IT environments. Proven ability to troubleshoot complex issues, manage ticket queues, and train new employees. Adept at providing excellent customer service across various communication channels, resolving issues efficiently, and authoring documentation. Eager to leverage extensive experience in network troubleshooting and system support to deliver exceptional technical support to Syncro customers. WORK EXPERIENCE

CUSTOMER SUPPORT LEVEL 4 (REMOTE)

CONSOLIDATED COMMUNICATIONS

01/2021 – Present Roseville

Assisted field technicians in resolving customer issues and troubleshooted repair tickets escalated from Level 1 support to Engineering when unable to resolve.

Serviced and repaired DSLAMs, DSL, legacy, and fiber circuits by rebuilding configurations or directing field technicians to replace parts; reconfigured virtual circuits when physical replacements were insufficient. Managed daily ticket queues, responded to phone calls from field technicians and external customers, built tickets for dispatch, and repaired virtual circuits.

Trained new employees, authored new documentation, and updated existing guides; ensured service was performed following a first-in, first-out process; fulfilled additional management requests.

FIELD SUPPORT ENGINEER

NEC

02/2018 – 02/2019 SACRAMENTO

Troubleshot and repaired cash registers, self-checkout registers, printers, scanners, and other NEC products.

Provided client service to major retail customers including Walmart, Home Depot, and Lowe’s.

Supported a service territory spanning Galt to Yuba City and Placerville to Dixon.

Performed repairs and maintenance on NEC cash registers and self- checkout equipment, installed software and mechanical updates, and managed accurate inventory counts, ordering parts as needed. Collaborated with other technicians in the area to optimize travel routes, trained new employees, authored and updated documentation, and ensured service was performed on a first-in, first-out basis; fulfilled additional management requests.

SUPPORT ENGINEER

QUEST MEDIA & SUPPLIES

08/2011 – 07/2017 ROSEVILLE

Collaborated with Level 1 and Level 2 help desk peers in the US, Ireland, and the Philippines to resolve complex technical issues requiring escalation, meticulously documenting problems in the trouble ticket system and ensuring timely resolutions for over fifty managed service provider clients with more than 1,000 endpoints.

Delivered elite customer service via email, phone, and internal system alerts, rapidly diagnosing, troubleshooting, and resolving client issues within a high-volume, 24/7 technical call center environment. Administered backup validations for solutions including Evault, Veeam, Trend Micro, and Unitrends; managed storage solutions such as Netapp and Pure Storage; supported virtual environments utilizing VMware; implemented security measures with ProofPoint, Sophos, and Cylance. Provided Windows support, including password resets, Active Directory setup and maintenance, and troubleshooting various Microsoft-related issues; generated and resolved issues from SCCM reports; addressed problems with printers, VPNs, Group Policies, and hardware. Configured and troubleshot mobile devices, including Apple and Android phones and tablets.

Supported applications such as Microsoft, Proofpoint, Intermedia, Unitrends, Veeam, Evault, and Smarsh.

Trained new employees, authored and updated documentation, published daily turnover reports, performed necessary data center duties (e.g., connecting crash carts), and fulfilled other management-directed tasks. INTERN, TECHNICAL ASSISTANCE CENTER

VSP

01/2010 – 05/2011 Ra

Addressed a high volume of incoming calls and in-person inquiries with respect, providing necessary information and referrals. Achieved recognition for consistently exceeding customer service performance goals, maintaining a 70% first-call resolution rate and ensuring complete customer satisfaction through follow-ups. Developed Crystal Reports, executed them against the HEAT system database, and communicated findings to management. OPERATIONS MANAGER

FOUR POINTS BY SHERATON

08/2008 – 11/2009 Sacramento

Facilitated prompt resolution of guest feedback to ensure satisfaction with services; identified and implemented an opportunity to save $25,000 annually by establishing strict pour guidelines for the bar; conducted monthly inventory across all departments; communicated with vendors to negotiate optimal pricing.

Boosted reported customer satisfaction by 15%, leading to an increase in repeat business.

Successfully onboarded and trained a team of 25 individuals within the first six months.

BARTENDER

THUNDER VALLEY CASINO & HAWK'S RESTAURANT

2003 – 2008 Lincoln

SBC, PACIFIC BELL TELECOMMUNICATIONS CONSULTANTS

2005 – 2005 Sacramento

SBC, PACIFIC BELL TELECOMMUNICATIONS SERVICE SALES MANAGER 2002 – 2003 Sacramento

COMMODITY PLANNER

HEWLETT PACKARD

2002 – 2005 Roseville

EDUCATION

HEALD COLLEGE

ASSOCIATE IN APPLIED SCIENCE, INFORMATION TECHNOLOGY & NETWORK SECURITY

Roseville

Currently studying for CCNA Networking certification. SKILLS ISO/OSI layers TCP/IP

Windows 7 Windows 8

Windows 10 Windows Vista

Windows XP Server 2003

Server 2008 Server 2012

Microsoft Office Suite Word

Excel Access

PowerPoint Publisher

Outlook Evault

Veeam Unitrends

Trend Micro Netapp

Pure Storage VMware

Proofpoint O365

Cisco PIX Firewalls Cisco 12000 Routers

Cisco 7500 Routers Cisco 3000 Routers

Cisco 2600 Routers Cisco 65000 Switches

Cisco 3500 Switches Cisco 2900 Switches

Cisco 5000 Switches HP Network Devices

Various computers (lap top, Desk

top)

IT support

Customer support Problem solving

Communication

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