IT Manager

Addison M. Ellis Jr.

**** *. ***** ****

Phoenix, AZ 85037

Cell: 602-***-****

Email: *******.*****@*****.***

CERTIFICATIONS / SKILLS

• A+ Certification

• N+ Certification

• Media & Topologies: Recognizing network topologies, media connectors and uses, Identifying networking components.

• Protocols & Standards: OSI model, network protocols, network services, subnetting & gateways, WAN Technologies.

• Network Implementation: Server OS capabilities, VLANS, network attached storage, disaster recovery, Firewall and proxy.

• Network Support: Selecting appropriate TCP/IP utility, configuring clients to servers, troubleshooting - causes and fixes.

• Proficient with Windows XP, Windows 7, and Windows 2000

• Knowledgeable of computer hardware and software

• Install, build, upgrade, repair, configure, troubleshoot, optimize, diagnose problems and perform preventive maintenance of personal computers.

PROFESSIONAL EXPERIENCE

Dell SMB Technical Support- Help Desk

June 2009-November 2010

Oklahoma City, OK

• Call center environment taking calls from ADT/Broadview Security employees from across the U.S. and Canada

• AVG. 80 to 100 calls a day/ calls can range from a simple password reset to server issues

• Troubleshooting Hardware and Software

• Mainstream DOS and Windows Applications

• Microsoft Office Systems / Remedy Systems/ Documentation

• Peripheral Subsystems Troubeshooting

o Multimedia

o Scanners

o Printers/ Laser

• Microsoft Outlook 2003-2007 troubleshooting and resolving issues

• Remote Assistance(VNC)

• Active Directory

o File Sharing

o File Permission

Sprint Technical Support Specialist

Call Center

August 2008- Jan 2009

Oklahoma City, OK

• Assist customers with their technical issues.

• Had to meet monthly goals such as: Average handles time, sales goals, and quality of service.

• Use my troubleshooting skills to fix products such as aircards, mobile device, air rave devices, blackberry etc.

Office Depot

Retail

March 2008- August 2008

Oklahoma City, OK

• I assisted in store customers with my computer knowledge and customer service skills to help them in choosing the best computer purchase for their needs.

• I use my troubleshooting skills to assist customers over the phone with their technical needs.

United States Air Force

Air Traffic Controller

2004-2007

Glendale, AZ

• Personally responsible for directing up to 15 to 20 incoming and outgoing flights at a time.

• Maintain professional communication in high pressure situations while solving problems, exercising split second decisions with independent good judgment, and reading maps to find Jet routes; all while being aware of and staying responsive to the rapcon environment.

Audio Visual Technology

Audio Visual Technician

2003-2004

Kenner, LA

• Setup and manage the sound board for various performances and conferences in hotels and major venues for example Sinbad at the Super Dome.

• Responsible for wiring and the adjustments of the lights and ensuring that the microphones were at the right pitch and did not give feedback.

• Depending on the size of venue, worked independently or as part of a larger team.

EDUCATION

Associates of Science (Graduation date 2011)

ITT Technical Institute

Reserve Christian High School- Graduated 2000

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