Support Software

James R.

White

****.

*********@*****.***

Professional Experience

Sprint, Atlanta Ga.

Wireless Technical Specialist II: 08/2010 - Present

. Technical Support for Business Accounts, providing Triage Escalations

and Technical Support Representation via inbound/outbound telephone,

Email/Remote support, for customers by basic and advanced troubleshooting,

investigating and resolving customer questions and problems with Sprint's

products and services within an objective of one call resolution. Actively

Supporting handset models Blackberry, Iphone, Smart phones,

internet/telemetry devices with network coverage, technical issues, data

services and Sprint software packages.

Sprint Voice, Data, product support and billing/pricing customer training.

. Logging and tracking calls in a CRM database, and maintaining history

records and related problem documentation.

. Researching, documenting, and proposing new methods or modifications

to existing methods of customer support processes.

. Managing workload effectively and providing accurate accounting of

work and time allocation.

. CDMA, IDEN, LTE networks, ATM, MPLS, Wireless Phones, PDA Technical

and embedded devices.

. Management, Triage and Escalation of Enhanced, Full scale thru Basic

Business account trouble tickets.

. Sprint certified with 12 weeks of Telecommunication CDMA, IDEN

networks, Wireless Phone, PDA Technical and embedded devices training.

SPRINT, Atlanta GA 10/1999 - 05/2009

Senior System Analyst II Support

Day to day support for Sprint's internal Call Center employees, remote

employees, field Sprint Retail Pos/CPE store support, Network

equipment and Vendor interaction.

Functions included but were not limited to senior level desktop/Server

networking systems, remote desktop (voice and Data) Support.

Management of Nexus and Service Center ticketing system, Connectivity,

software application support

Sprint's Break-Fix inventories of hardware and software assets

management.

Desktop Support included: Project Management during roll-outs, Windows

2000, Xp, Vista operating and Unix Environment, Tcp/ip, DNS support,

Apple snow leopard

Hardware Support of Dell, Toshiba, HP, Mac and IBM desktops, laptop,

routers, hubs, switches, Hand held devices and servers in a LAN/wan

environment

Data Center Cisco equipment support Implementation/management and VOIP

phone support

Applications include: Microsoft office Apps 2003/2008, sql server,

dreamweaver, frontpage, Microsoft Exchange server, Lotus Notes Apps,

Citrix, Tivoli, Mainframe sessions, Blue Zone, SMS, Ghost imaging, Cisco

IP/VPN, Symantec Anti-virus, Mcafee anti-virus

Hardware includes: Desktops, Servers, Laptops, Printers, VOIP Phones, Cisco

Routers, hubs, switches, NCR payment machine POS support, Content Engines,

Lan/Wan and Wireless connectivity

IBM, Marietta GA 03/1999 -10/1999

LAN/PC Tech

Installed and configured Windows 95/NT, supporting IBM desktops and

Laptops and providing 2nd level NT network administration support in

an Ethernet and Token ring environment

Software included: Ghost, Lotus Notes, Smart

Suite and a host of different software used by end users in their

daily assignments

Hardware included: Desktops, laptops, NIC cards, modems and printers

Grizzard, Atlanta GA 08/1998 - 03/1999

Lead Desktop Support Analyst

Responsibilities included:

. Installing and configuring hardware components and software

applications

. Provided end-user support for issues related to the NT Network and IBM

mainframe environments

. Re-built PC's, troubleshot peripherals and printers

. Provided documentation / instructions for various procedures performed

and updated information our helpdesk database.

Operating Systems included: Windows NT, 98 and 95.

PC/LAN Hardware included: IBM, Mac, IBM clones, Compaq systems and Cisco

Routers

Laptops included: Apple, IBM. Compaq and Toshiba

Software included: Office 97, Extra, Adobe Acrobat Reader, PageMaker, Act,

IE 4.0 Browser, Oracle, Exchange and Outlook 98

Pomeroy Computer Resources, Atlanta GA 02/1998 -08/1998

PC/LAN Tech

. Supported NationsBank Corporate Office

. Primary responsibilities included providing Hardware/Software/Network

Support for NationsBank's top corporate executives

. Worked with PC/Network Peripheral installations, configuration,

support and administration

. Skills included: Windows NT/95, Novell, Juniper, junos,diagnosing

LAN/WAN problems and configuring the following applications: Internet

Explorer, Lotus Notes, CC:Mail, Extra, Remote Access, Office 97, and

OpenMail.

Hardware: Desktops, Laptops, Network printers and Scanners

IBM, Kennesaw GA 10/1997 -02/1998

Help Desk Support Analyst

. Responsibilities included providing Hardware/Software Support for IBM

Laptops in a Help Desk environment

Hardware experience included: PCI, PCMCIA, BUS architecture,

configuration, peripherals, drivers and diagnosing

Software support included: Internet Explorer, DOS, OS/2, Windows 95,

Windows NT and Lotus Notes.

EDUCATION

Certifications: IBM Laptop Certified, Dell hardware Certified and PMP in

progress

Middlesex County College, Middlesex, NJ

Graduate of Bastrop High School, Bastrop, LA

REFERENCES

Available on Request

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