Customer Service Technician
Resume:
Brian E. Mason
Atlanta, GA *****
E-mail: *******@*****.***
OBJECTIVE
To obtain a position that will allow me to implement my experience in technical support as well as my communication and teamwork skills to assist others.
EDUCATION
Southern Illinois University Carbondale December 2005
Major: Management
MicroTrain Chicago, IL
Network+ Certified
COMPUTER/TECHNOLOGY EXPERIENCE
Knowledge of LAN/WAN, TCP/IP and VPN.
Knowledge of TCP/IP, DNS, BGP, OSPF, RIP, Router/ switch troubleshooting.
Experience with Microsoft Windows 7, Vista & XP.
Experience with Network Security, Monitoring Tools, Enterprise Tools and Protocols.
Experience configuring & troubleshooting BlackBerry, iPhone & Android devices.
Experience with Microsoft Office 2003/2007.
Experience with software/hardware installation, configuration and diagnostics.
EXPERIENCE
Vocalocity Atlanta, Ga November 2011 - Present
Helpdesk Technician (6 month contract extended to 9 months) Maintain Cisco VOIP phone system, call managers and cluster administration, SRST, IP Accelerate (paging), customization and troubleshooting. Maintain HDAP voicemail system, administration, customization and troubleshooting. Manage a highly redundant VOIP WAN for over 100,000 end points and networks as well as enterprise level networks for over 15,000 accounts. VoIP/Voice applications (e.g., IP Centrex, hosted PBX, conferencing, voicemail, unified messaging) and their integration into legacy TDM switch and softswitch environment. Testing and communication with internal groups supporting interconnecting platforms (e.g., OSS/NMS backoffice systems, TDM equipment Ethernet switches, IP routers, optical transport gear). IP PBX configuration, call routing & translations, and SIP trunking implementations with Cisco, Polycom, Panasonic, Yealink, Grandstream, iPhones and Androids. Downloading, provisioning, configuring and troubleshooting softphones Xlite 4/5, Bria, Eyebeam, Zoiper and 3CX. Utilizing Salesforce ticketing system to address over 100 cases a week. Utilizing remote access to troubleshoot, monitor and improve performance of networks, routers, swithches modems and SIP phones.
Staples Atlanta, Ga September 2008 – November 2011
PC Technician Responsibilities include the ability to identify, research, and resolve technical problems; respond to telephone calls, email and in-person requests for technical support and document, track and monitor problems to ensure timely resolution.
Logs documents and maintain history records on Information Technology production problems. Initiates corrective action or carries out instructions to resolve system problems on production jobs.
Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.
Develops and maintains service level agreements with the various user departments and enterprise business units.
Experience with Remedy Ticketing System.
Experience with AS400
Work as a Field Technician includes
-Install /configure Active Directory, GPO’s, data recovery, administer network resources and applications over a LAN/WAN
-Install/configure server-attached equipment; internal and computer data communications systems security, anti-virus security and legal and regulatory compliance of computer data services
-Working technical knowledge of current network hardware, protocols, and internet standards, primarily TCP/IP and related services such as DNS, DHCP
-Provide disk space and data protection to internal customers and applications
-Troubleshooting/installing/configuring, IBM, Dell, HP Laptops
-Install and configure HP/Compaq PC’s, Lexmark and Hewlett Packard Printers
-Handle after hours/weekend emergencies or on-call functions as required
Washington Mutual Chicago, IL July 2007 - September 2008
Senior Personal Banker/Desktop Support
Responded to users requests for information and assists in problem resolution .
LAN/WAN support for desktop, notebook, mobile devices, file serves and printers.
Physically upgrading hardware components such as power supply, media drives, hard drives and memory installation.
Consulting on hardware and software solutions for increased workflow.
Maintained an elite level of customer service by reducing wait times and complete resolution of customer issues.
Ensured store-level compliance with company standards as well as federal regulations and policies.
Colorado Technical University Online Chicago, IL November 2005 - March 2007
Application Support
Analyze and resolve problems associated with server hardware, OS, and applications software.
Installing new software and System level patches.
Troubleshooting system level problems (hardware or software).
Managing use of system resources (free disk space, swap space etc.).
Monitoring system log files for system or security problems.
Defining and implementing hardware upgrades outside the change management process.
Strong knowledge of IP connectivity and security.
Academic Technology (SIU) Carbondale, IL November 2001 - December 2002
PC Technician
Workstation maintenance and installations .
Maintenance of Servers (Windows-based).
Track detailed documentation.
Microsoft Windows 2000, 2003 OS, Network and Hardware support.
Installing patches.
ORGANIZATIONS
Computer Technology Industry Association
Kappa Alpha Psi Fraternity, Inc.
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