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Professional Summary

Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals.

Attentive Technical Support with 2 years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player seeking a role offering increased responsibility.

  • Positive and friendly
  • People-oriented
  • Detail-oriented
  • Exceptional time management skills
  • Strong conflict resolution skills
  • Team building expertise
  • Excellent work ethic
  • I-channel contact center software
  • CallSelect communication systems
  • Linkedn
  • Technology advancements
  • Advanced technical skills
Work History
Advance Repair Tech Nov 2019 - Current
Geek Squad Carmel, IN
  • Checked in computers and performed diagnostics for repair
  • Performed inventories on computers and computer repair equipment
  • Updated or installed software for customers to ensure computer efficiency
  • Installed new Operating systems and components according to service orders and manufacturer instructions
  • Streamlined preventive maintenance repair processes to ensure timely completion
  • Provided information to customers regarding repair or service options
IT Specialist Jun 2018 - Current
Fibertec Inc. Holt, MI
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes
  • Check and make sure Customer Reports are accurate. Updating software that is used in maintaining these reports
  • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
Tech Support Oct 2016 - May 2017
Neo Pollard Lansing, Michigan
  • Provide tech support for our online clients multi-task taking phone calls/chats simultaneously. excellent customer service
  • Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Answered customer telephone calls promptly and in appropriate manner
High School Diploma 1987
Jackson High School Jackson, MI

University of Phoenix- (2012-2013) Information Technology

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Bachelor of Science: Mathematics, Minors: Computer Science & Anthropology, May 2017
St Lawrence University - Canton, NY

Mathematics and Computer Science Relevant Coursework: Introduction to Computer Programming (Python), Techniques of Computer Science (Java), Data Structures, Computer Organization (Assembly Language), Symbolic Logic, Theory of Computation, Complex Analysis, Group Theory, Linear Algebra, Calculus I, II & III, Applied Statistics

GPA: 3.2

Work History
EHR Application Support Specialist And Analyst, 10/2018 to 03/2019
North Suffolk Mental Health Association Chelsea, MA
  • Addressed technical issues and guided end users through resolution.
  • Wrote protocols, qualification documents, test plans and test reports for quality assurance purposes.
  • Performed troubleshooting, maintenance and optimization of ehana and iCentrix EHR applications.
  • Assisted in identifying gaps between business requirements and application capabilities and recommend action steps.
  • Documented clients' issues and processes of resolution.
  • Produced ad hoc reports  from a SQL database  as required by senior team members and upper management.
  • Provided training to end users on new and updated systems and software.
Information Systems Specialist (Contract), 08/2017 to 02/2018
CVS Health Business Integration Center Smithfield, RI
  • Documented all transactions and support interactions in a ticketing system for future reference and addition to knowledge base.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved a diverse range of technical issues across multiple systems and applications.
  • Performed root cause analysis to diagnose system faults.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Created support documentation that enabled users  find resolutions to questions without intervention from the support team.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Resolved upto 30 technical support inquiries per day.
Helpdesk Technician, 04/2016 to 05/2017
St. Lawrence University Canton, NY
  • Set up PC and Apple desktops and laptops and all types of mobile devices.
  • Compiled and accurately entered data for each customer encounter to record in an internal ticketing system.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Employed scripting knowledge in optimizing the process of software troubleshooting
  • Customer Support
  • Problem resolution
  • Conceptual thinking
  • SQL
  • LAN protocols
  • Team leadership
  • Skilled in TCP/IP and WAN
  • Windows
  • OS X
  • Android/Symbian/ios devices
  • Microsoft Edge
  • CMD
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Professional Profile
Telecommunications Engineer with strong knowledge in Transmission and Data Processing, Routing Protocols as OSPF, RIP, BGP, IS-IS, Static Routing, MPLS, Data Centers, Servers Administration, Security Systems as Firewalls, IDS -IPS and Access Lists.  
Going over 7 Years of IT Managing Operations and IT Consultant. Managing Departments as IT Support, Developers, Technology Security and Networking.  Experienced in  Internet Service Providers area with technologies and Protocols as MPLS, BGP and GPON. 
Sales Engineer with experience in Financial Analysis, B2B Customer Solutions, Networking and Structural Development with different Brands, Cisco, Juniper, Fortinet, AVAYA and Watchguard technologies. Also, Implementations with CALIX Fiber Optics Networks.
Actually working on Cisco Certifications as CCNP and CCDP, with process of certifications and exams.  Knowledge in Virtualization with VMWare, Virtual Box, Parallel Systems and Cloud Services. Also, VOIP experience with certifications on DIGIUM Technologies and AVAYA VOIP Experience.  
Network Engineer with knowledge in different layers of the OSI model. Strong knowledge in TCP/IP and Spanning Tree Protocol.  Knowledge about Layer 3, IP addressing, Sub Netting and Ping Concepts. Also, Layer 2 technologies as VLAN Trunks, SPAN and Ether Channel.  
Technical Configurations and Solutions Design in Telecommunications Engineering Industry. Experienced with technical roles of Project Managing, Customers Solutions, Pre-Post Sales and Network Deployments. Network and Security Operations Center Monitoring and Supervising.
Strong knowledge in Network Security such as VPN IPsec, IDS, IPS, Firewalls, Access Lists, AAA, SSL, SSH and Encryptions standards. Most of them on Cisco Technologies. NAT and DNS/DHCP knowledge.  Network Management tools and Technologies as TFTP, FTP, DNS, DHCP, SNMP, SMTP, TACACS+, RADIUS and ICMP. 
  • Project Management
  • Sales Engineering
  • IT Management
  • Engineering
  • Leadership/Communication skills
  • Microsoft Office Package (Visio, PM, Word, Excel, Power Point)
  • Web Dev(HTML, PHP, C#)
  • Database Administration
  • Accounts Management
  • Network/Security Administration
  • VOIP
  • Programming
  • Collaboration
  • Windows Server Administration
  • Access Control (Veritrax)
  • Active Directory Admin
  • ISP Engineering
Bilingual English/Spanish.
Professional Experience
Solutions Engineer, Network Deployment Starry Internet Inc. | Boston, MA | June 2018 - Current

Starry' s Solutions Engineer Designs, builds, and operates wireless and wired networks for single-family units, multi-dwelling units (MDU) and enterprises.

Support the Network Deployment Team by performing site walks to determine the appropriate system design for customer properties, and articulating the same in the form of detailed design documents and specifications for Starry Construction Managers and the network of third-party contractors to follow.

- Establish and maintain a deep understanding of the overall Starry technology portfolio.

- Provide the initial technical product overview to new customer accounts, and assist in the production of RFPs and other proposals to customers.

- Identify technical requirements, then design and implement Starry's system to fit the customer's property.

- Lead Pre-Sales design activities, including site walks, to determine a customer-approved location for Starry system hardware and cabling, and to determine how existing wiring in the building may be incorporated into the design plan.

- Provide expert guidance on Starry system design concepts, including physical network design and key RF considerations.

- Strong competency in generating solution documentation for both internal stakeholders and clients: often in the form of network implementation plans, physical network designs, slides, documents, and spreadsheets.

- Ensure the feasibility of your proposed solution with our Deployment and Engineering teams
Track, prioritize, and manage all technical activities and milestones from Pre-sale to customer-ready.

- Be the primary point of contact to resolve technical design issues from customers (internal and external) during and after installations.

- Provide hands-on management of the most complex projects: leading by personally taking on any difficult problems.

- Develop creative approaches to keep operational costs low and improve the efficiency of our approach to infrastructure deployment.

IT Senior Consultant Independent Engineering Solutions | Providence, RI | August 2017 - May 2018

IT Managing Consultant, Network and Solutions Implementations.

Technical Solutions Engineering to assure IT perfect performance and growth of the inside departments data usage. Network Security configurations and Monitoring.

Technical Support, Engineering and Implementations, Data Center Solutions, Networking and Infrastructure Designs, IT Security Policies and VOIP Configurations.

- Meet with clients to determine requirements
- Work with clients to define the scope of a project
- Plan timescales and the resources needed
- Clarify a client's system specifications, understand their work practices and the nature of their business
- Travel to customer sites
- Liaise with staff at all levels of a client organization
- Define software, hardware and network requirements
- Analyze IT requirements within companies and give independent and objective advice on the use of IT
- Develop agreed solutions and implement new systems
- Present solutions in written or oral reports
- Help clients with change-management activities
- Purchase systems where appropriate
- Design, test, install and monitor new systems
- Prepare documentation and present progress reports to customers
- Organize training for users and other consultants
- Be involved in sales and support, and where appropriate, maintain contact with client organizations
- Identify potential clients and build and maintain contacts.

IT Training and Instruction for new release brands and systems configurations for the best performance of the internal data processing. Cloud Synchronizations, Server Virtualization, Active Directory and Exchange administration.

B2B Engineering Solutions Architect / Presales Operations Altice Communications | USA, DR | July 2016 - July 2017

Internet Service Provider Solutions Engineering and Architecture.

Designing and developing new Network Architecture for B2B department on GPON technologies. RF and Microwave design with Radio Technologies for wireless implementations to customers premises. Site configurations and B2B design with over 5,000 sites and Wide Area Architecture.

Calix Networks implementation and PT Technologies for B2B Customers. Configuring and supervising B2B Projects with Financial Conclusions and investments.

Presales Engineering on MPLS Networks and B2B technical Solutions, Managing the Potentials Customers of the company, taking the best results of the negotiations as Service Providers.

Supervising Sales Operations for customers satisfaction for technologies implementations and equipment. Operations Engineering with Designing Customer Networks and Provisioning, for the Connectivity from our ISP Networks to the Customers.

Project Managing for the B2B Sales Department in Technology Orientation, with network architecture. Partners and Solutions Design Implementations and Designs with different Networking brands.

IT Operations and Telecommunications Manager GBS International | Santiago, DR | February 2016 - July 2016

IT Operations Manager with the collaboration of 25 Members of different Areas, such as Networking, VOIP, Security, Developers, Report Developers and Technical Support.

Technical Solutions Design for B2B Customers based on VOIP, Network and Security Network Design.

Coordinator of Telecommunications Implementations and Deployments, Routing, Switching, Firewalls and IP Phones.

Digium Administrator (VOIP), Extensions Managing, Debugging, Time Frames, Recordings, Server Status, Backups, FTP, Provider Statutes.

Domain Admin (Windows Server), Managing Domain Users and Computer, configuration of GPOS and Firewall Configurations.

Firewall Configurations and Security Monitoring, Manage VPNs, NAT, PAT, ISPs, Logs and Performance Monitoring. Telecommunications QA and Network Designer with traffic Engineering.

IT Support Specialist VoiceTeam Call | Santiago, DR | May 2015 - September 2015
IT Support Engineer.
Systems and Networking configurations for Call Center operations.
Active directory, Exchange and Servers administration with end user support facilities for the best performance of the data usage and processing.
Network Monitoring, configurations and Implementations, Routing, Switching, Firewall and Users security policies.
Access control administration for physical security and personal supervision, under Windows Server Platform.
Excecutive General Manager Bohios Group | Santiago, DR | July 2014 - July 2016
General Manager and Operations Supervisor. B2B Cases Managing with Financial Proposes to increase the company results with the best benefits for the developing of the company. 
Business Consulter for B2B, with support in Technologies applications, investments, financial results, constructions and Business Cases conclusions. 
Coordinator of internal and external personal for their daily tasks, to get a better result of the process in the applications of Business Cases.
IT Coordinator with networking configurations, IP Phones, WiFi configuration, WEB Developing and Security. 
Supervisor of the Different Operations Areas of the company, for their best function, guarantying the quality of the customers services, getting more clients for the Company.
- General Managing
- Financial Managing 
- IT Managing 
- Sales and Operations Supervisor 
- Business Consultant.
IT Engineering Intern CORAASAN Water Company | Santiago, DR | May 2014 - August 2014


Network and Security Administration and Supervision with technologies as 3COM, Cisco, AVAYA, Fortinet. Technical Support. Data Center Administration, NAT/PAT configurations, Windows Server Administration, Routing Protocols as OSPF, RIP. VPN configurations IPsec, Access controllers.

IT Manager/Network Administrator Raposo & Associates | Santiago, DR | March 2008 - April 2010

Manager of IT Crew, configurations and developing tools. Switching, Routing, Developing. Telecommunications administrator and security engineer. Technical Support. Database Administration, Printers, Phones, Hardware reparations. 

Education and Training
Bachelor of Science: Telecommunications Engineering Pontifical Catholic Madre y Maestra University | | Santiago, Dominican Republic | | 2015
CCNP: Cisco Certified Network Profesional Cisco Academy | | Santiago, Dominican Republic | | 2019
CCNA: Cisco Certified Network Associate GoldenTech | | Santiago, Dominican Republic | | 2014
dCAA: Digium Certified Asterisk Administrator Digium Academy | | Santiago, Dominican Republic | | 2016
CompTIA A+: A+ Certified SoftMatica | | Santiago, Dominican Republic | | 2014
Technical/ASS: Network Administration Network Technician | | Santiago, Dominican Republic | | 2014
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Tenured Telecommunications Desk-side Engineering/Technical Operations Support Specialist willing to take on additional responsibilities in order to add value and innovation to a growing company's vision.

Professional Summary

I began my robust career in telecommunications in 1995 with company TCI Communications, and then via many company acquisitions/mergers became AT&Tmp;T, Adelphia, Time Warner Cable, and ended my role in 2017 with Charter Spectrum.

My technical expertise extends more than 2 decades in Telecommunications with 21 combined years of troubleshooting hardware and network, and servers. Trained with internal and external Technical Customer Support, in the Residential and Commercial or Business Class divisions inclusive of Hospitality and Municipal clientele.

Equipped with the skills and abilities to effectively communicate, test, diagnose, and reset or activate hardware, engage networks, provision Emtas, HSD and Phone, LEC, LEC Intervals and Carriers, HSD modem(s)/router(s) , enable/disable DHCP/NAT configs, versed with LAN, VoIP, and POS machine, cut new IP, dynamic & static configs, Nat/DHCP Enabling and configuration NOC tier 3 level/end user support. Trained to address via Ticketing Implementation to correct, escalate Both External and Internal Networks Infrastructure Issues, Monitor, Detect, Identify Network problems at the Headend/Hub (cisco server), or detect issues with 3rd party vendor networks while monitoring all problems and critical customer impacting Issues with real time solutions and remote desk-side repair(s.)

My professional Experienced and Training includes but is not limited to:

Remote Management – Proficient at troubleshooting devices with an extensive knowledge and background using Docsis 3.0/Orange tools in conjunction to the following tools: IPMT, Script Generator, Kitty, Pinging Modems, Passwords for Docsis Access, and extensive knowledge of IP's and the various ways modems can be scripted with different IP/Subnets, placing scripts on bridge-mode or non-bridge-mode (DHCP/NAT configurations) and programming with a clear understanding of how both Static and Dynamic IP configurations work and are maintained through the many provisioning programs that are available to further aid us in technical support.

Administration/Automation - Using logic and data collection I am able to manage multiple complex tasks and assignments at one time. Skilled and experienced in assisting Project Managers, Account Executives, Directors for Field Operations, Dispatch Coordinators and Director/Managers, Marketing, and the daily support of both internal and external customers, I find myself to function well under fast paced, high demand environments while reporting and diagnosing corrections accurately and efficiently while being part of the solution, minimizing down times for clientele

Database Entry, Typing and Computer Skills – Highly skilled on the computer as an active and proficient user of MS Office, Skilled to support interdepartmental tools and programs with WFM, ERP, CRM integrated and automated product and software platforms

Communicator and Relationship Management - Manage many relationships in a positive, productive way that enhances the experience of colleagues, managers and customers. Maintain excellent interpersonal and relationship skills and single handed worked on very large client based accounts and on a variety of huge projects: The Academy Awards, The Emmy Awards, The Golden Globe Ceremony, Coachella and Stage Coach Music Festival for GoldenVoice, Dodger Stadium Events and Televised Games, Honda Center of Anaheim, House of Blues in Anaheim

Dedicated, Passionate and Experienced Tier 1, 2, 3 NOC level / end user support specialist with telephony restoration, modem provisioning, HSD analysis expertise with Native nd Ported TN's (Telephone Numbers) and restoring 911 service and dial tone while providing Customer Care to assist Business Class / Residential Clientele

Trend/Forecaster (client/customer/ Field of 300+ technicians/crews) to provide end user level technical support extending 24x7x365 support via remote through VPN

Proficiencies include performing 9200 SPM on 10-key touch, 40-45+ WPM with proven history of Technical Support, Experienced SLA - or Contractual Obligations to procedure and Protocol

Docsis Experience

DOCSIS 1.0 (TCI Communications) – 1

DOCSIS 1.1 was a stage that standardized (QoS.) I was first introduced to Orange Tools/NYROC tool/program, better known as “Docsis tools" in 1997. My 20+ year career small warehouse for TCI Communications as an Inventory Control Specialist/Converter Control Clerk and it was there I first learned to stage and troubleshoot new, returned and damaged equipment (Video, HSD modems.) I had to be able to distinguish the issues as they could be Device/hardware to the rf connector to the isolated to the cable jumper line, to the internal network connectivity and finally identifying when the problem is found within the external network as I did this for 4+years and monitoring Docsis levels and SNR. I developed a background and was on my way to be able to clearly distinguish big issues from smaller ones while grooming my troubleshooting skills in the Telecommunications Industry.

DOCSIS 1.1 (TCI Communications) 1

Starting with DOCSIS 1.0 I learned all the parts and pieces of our analog and fiber networks as well as all associated devices and regularly activation and support for the hardware to networks to vendors such as: Samsung/Motorola to Scientific Atlanta/Cisco using the Docsis tool and program to gain a level of expert troubleshooting experience that I would then carry with me through many promotions and advancements. DOCSIS 2.0 (TCI Communications merged to Adelphia) 2001-2006 I regularly tested devices and verified where the network issues occurred using the Docsis program, many linked databases, outage boards, and “Data Over Cable Service Interface Specification” to stage loads of equipment during a period often referred to as the “Switch Digital Phase.” Simple analog signal was no longer available due to the world's transition to 2-way digital signal. Docsis enhanced upstream data during this period as a response to increased demand for symmetric services such as IP telephony products. I used all available tools to check the levels specifications for SNR, TX, RX levels and connectivity – I learned how devices are connected and operate of the blades connected to the CMTS servers to the node and then to the HUB and back to the device again as I used Docsis 3.0 to test all 2-way signal devices, verifying connectivity via SNR levels, valid boot/bin files etc.,.

DOCSIS 3.0 (ATTTmp;T - Time Warner Cable - Charter Spectrum) 2006-2016

DOCSIS 3.0 significantly increased data as the (telenet) button became available enabling users to script and tunnel into modems for a bridged mode or non-bridged mode depending on whether or not customer is using their own router or wanted to rent a device and I would create a work order for an up-sale, during this period, my residential upgrades were in an effort to generate additional revenue for the company and was rewarded. I was also during this period, in 2012 I became comfortable and was introduced to Internet Protocol version 6 (IPv6) platform.

DOCSIS 3.1 (Charter Spectrum) 2016-2017

Beta tested the DOCSIS 3.1 suite in an effort to shape the telecommunications industry and specifications support capacities of at least 10 Gbit/s downstream and 1 Gbit/s upstream using 4096 QAM will upgrade allowing new specs do away with 6 MHz and 8 MHz wide channel spacing and instead use narrower (25 kHz or 50 kHz wide) orthogonal frequency-division multiplexing (OFDM) sub-carriers; these can be bonded inside a block spectrum that could end up being about 200 MHz wide which increased HSD speeds and connections and we began relying on mostly Cisco Servers and Hardware devices.

09/2013 - 03/2017 Business Class Operations Support Specialist Time Warner Cable > Charter Spectrum | Costa Mesa, CA
  • Duties included routing and dispatching a roster of more than 300+ field technicians/contractors that cover the entire PAC-WEST Los Angeles Division (geographic locations include entire Metro and North regions of Los Angeles, Desert Cities, Inland Empire, Orange County, Beach cities, San Diego and El Centro, CA -- with a smaller portion of technicians remotely dispatched and located in ID. WA. & AZ)
  • Multi-Tasking –Used many WFM/ERP/CRM tools and software programs to coordinate as a liaison between external and internal customers, and remotely support field operations
  • HSD/Telephony/CATV and network support - Remotely ensure phone/data/video devices, provisioning, activation/deactivation to ensure SNR levels should be 32dB to 98dB, Modem RxP should be 11dB to -9dB and finally the TxP should always range from 29dB to 52Db; I also always check for valid modem boot files and speeds – including packet loss, ping tests, or any other means of identifying a customer impacting service issue
  • Worked frequent on-call rotations and was part of a24x7x365 day a year operation in small department opening Remedy Tickets , monitored Internal and External Network while honoring SLA Contracts and monitored all network systems in the region
  • Advanced troubleshooting experience as Tier 1, 2, 3 and NOC level specialist for all Charter Spectrum related HSD/Phone modems and CATV products and services
  • Versed with static IP's, Dynamic and Static configurations, valid IP addresses, correct Bootlifes and heavy experience in scripting modems in Bridge or Non-Bridge mode designations which includes Scientific Atlanta, Ambit, AMC, Motorola, Arris/Docsis 3, UBEE, and Zyxel hardware
  • Competency elegate work and can handle pressure and time lines. I often worked remotely to fix, correct and analyze details with accuracy
  • Maintain the disposition of a first line of defense for troubleshooting, real-time repairs, modifications to new orders and assisted new installations in the Commercial and Residential
  • I regularly used Orange tools/ Docsis 3.0 to script Static IP's onto modems or test any device that is supported or operated by a MAC address (including Emta's, Digital converters, and a wide range of different modem brands and models.)Using Docsis 3.0 to verify stability of all products before resuming, I regularly performed all routine provisioning matters for VoIP and phone as a primary concern and top priority per Charter. As a provider to ensure 911 lines are never out of service for emergency and due to legal reasons I always made myself available for long shifts and hours. Viewing the cable industry network from a macro to a micro range, I often had to integrate Docsis with other programs such as: CSG, STORM, OMSE, SageQuest, Unified, Rio, Salesforce, Work Assure/Arris, Outage View, Neustar, Docsis Script Generator, the Kitty-Hawk tool, Footprints, Granite tool and Footprints, Outage View
  • Provide exceptional customer service with minimal service down-time. Earning the trust and respect of many, I was assigned to help desk for support in complicated issues (i.e., CMTS issues, POS machine failures, VoIP systems and problems such as a bad blocks of static IP's, re-cutting script or new Static IP's for correct scope, as often customer made changes and had to have a new static IP address designated to user account
  • I am readily able to distinguish between issues with internal Network issues, Competent with software and back end critical industry infrastructure issues
  • Additional Technical Expertise over the Following: Hands on Experience with Unix/Linux operating systems; specifically experience with RedHat, and Solaris
09/2010 - 09/2013 Residential Lead Dispatcher - Technical Operations Time Warner Cable | Garden Grove, CA
  • Acquired advanced experience working directly with Unix/Linux operating systems; specifically experience with RedHat, and Solaris
  • Experienced providing systems and applications support for complex, high-reliability systems and architectures supporting video services or back-office support
  • Direct experience and knowledge of VOD systems including AMS, catchers, caches, streamers and associated VOD support
  • Direct experience and knowledge of Conditional Access controllers such as Cisco DNCSs and Arris DACs
  • Direct experience and knowledge of Switched Digital Video systems from vendors such as Arris and Cisco
  • Robust work experience with Linus systems administration, Windows systems administration to demonstrate cable head role and support of Internal networks
  • 19 years of dedicated experience directly working with Unix/Linux based client/server systems and applications, experiences and knowledgeable of Charter back office systems such as Mystro and Spectrum and tools/programs and software relevant to the telecommunications industry
01/2006 - 08/2010 Residential Routing And Quota Specialist -Technical Operations Adelphia Cable / Time Warner Cable | Anaheim, CA
  • Promoted from dispatch, utilized various databases and excel spreadsheets (including macros and small pivot tables.) to import and export massive amounts of data to develop and populate a manpower and quota balance to ensure that appointments never exceed 3 days out for installs or 1 day out for service
  • Populated quota based on manpower excel spreadsheets, to export massive data into server or WorkAssure/Arris program(s) to stage work day prior , making all needed manpower changes or anomalies
  • Extended software Administrative support to populate databases and schedule all appointments and aid communication to send/receive additional updates between field ops and internal dispatch department(s)
  • Worked in this role remote, answering directly to Regional Director of Dispatch Operations for Residential Dispatch Center that is now located in Garden Grove, CA
01/2004 - 01/2006 Residential Dispatcher - Technical Operations AT&T / Adelphia Cable | Anaheim, CA
  • Dispatched for the South Division of the greater Los Angeles Markets- Residential which geographically included Desert Cities, Inland Empire, Orange County, San Diego, Yuma - AZ. And El Centro - CA
  • Provided/Extended Tier 1, 2 levels of support to INternal and External Customer/Clientele
  • Developed my knowledge of operations , established and built my professional rapports with technicians, managers, and leadership teams/peers
  • Checked equipment and components for defects through proactive testing, used WFM/ERP/CRM software and platforms to test signal on all worked accounts
  • Proactively identified and solved complex problems impacting operations management and business direction
  • Was a component in many various Digital Upgrades and isolated projects and changes from conceptualization to the completion w
01/1998 - 01/2004 Inventory Converter/Control Clerk - Technical Operations TCI Communications/ AT&T | Anaheim, CA
  • Maintained records of company sales and production while distributing checks/balances throughout all systems showing an accurate inventory
  • Successfully tracked and inventoried multi-million dollar budgets for Fiber Optic Digital Upgrade of 2002
  • Performed tasks such as part and material inventories, cable box testing, return and repair, modem testing, returns and repairs -- (licensed forklift operator from 1) to make sure all work was completed within State and Government/OSHA regulations and guidelines
  • Work with the Technical Operations department to track demographic information and online activities, oversaw annual and quarterly inventories from 1
Education and Training
2012 Bachelor of Arts: English 17th C. Literature and Prose California State University Fullerton | | Fullerton, CA, USA

Graduated with Honors for 3.78 GPA and became part of CSUF International Golden Key Club, 2012

Activities and Honors
  • Words Matter! Our Responsibility to Language” --  Acacia Conference, California State University, Fullerton 2010
  • “Retention of the Goddess figure in Shakespeare's Venus and Adonis”-- 17th annual Shakespeare Symposium, California State University, Fullerton 2009 
  • Chair and committee member for the 18th annual Shakespeare Symposium, California State University, Fullerton 2010 
  • Affiliate of the Fullerton Chapter of the Golden International Honor Society 2010 

Additional Information

Resigned from prior career and position with Charter Spectrum on 3/1/17 voluntarily due to an area relocation; can provide all documentation of support. I moved from Long Beach, CA  to Riverside, CA in 8/2017, relocation is complete

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Talented early education professional with diverse experience in planning and implementing various activities for promoting physical, social, emotional and intellectual growth of children. Preschool teacher capable of remaining calm under pressure while continuing to keep the preschool setting light and playful. Will work hard to identify and communicate behavioral and educational issues. Open-minded teacher talented at incorporating a blend of traditional and progressive techniques into daily activities. Facilitates clear communication between children, parents and fellow staff.
  • Client-focused
  • Proficiency in ( Early preschool level tutoring for beginning phonics, reading, and comprehension, math concepts, cognitive critical skills development.)
  • Excel in ( gross and dexterity development, and beginning Spanish language Emerson.
  • Results-oriented
Family Support Specialist
Family Support Specialist Ruffin Sandy Spring, GA

Care for a girl 2 and a boy 8 mo.  Prepare and serve meals with balance nutrition, ensuring food safety for 18 mo food allergy.  Organize fun and educational games, read story books that insure children interest in story time. Laundry, and all house hold chores to ensure a clean and safe environment for the children,

12/2015 to 12/2016
Toddler Teacher St. John learning center Sandy Springs, GA

Employed a variety of materials for children to explore and manipulate in learning activities and imaginative play.
Read stories to the children and taught them painting, drawing and crafts.

10/2012 to 11/2015
Office manager/ After school coordinator LoveJoy Learning Academy Atlanta, GA Carefully identified warning signs of emotional and developmental problems in children.
Maintained daily records of activities, behaviors, meals and naps.
Incorporated music and art activities to encourage creativity and expression.
Offered detailed daily reports that outlined each child's activities.
Education and Training
High School Diploma Bowdon High School Bowdon, GA, carroll
Bachelor of Arts: Early Childhood Education Administration Ashford University Clinton Campus San Diego, CA, United States
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 Provides services to at risk clients in a controlled setting to stabilize child care and school readiness.  Ability to help improve individuals' needs by providing emotional, mental, and physical support.
 Demonstrates optimum communication skills with ability to understand and empathize with clients and their mental conditions. Ability to handle stress and perform well under pressure. Ability to work independently and in coordination with staff members.
  • Active Listening
  • Strong analytical skills
  • Strong computer skills
  • Emotional Intelligence
  • Critical Thinking
  • Great Organizational skills
  • Good Communication
  • Excellent customer service
  • High levels of self-awareness, empathy, and sensitivity to others.
  • Ability to input and maintain client information into company system
  • Setting Boundaries
  • Inner Strength
  • The ability to imagine oneself in someone else's situation and to feel some of what that person may be experiencing.
  • Ability to perform quality work within stipulated time
  • Ability to evaluate data/information and make decisions in accordance with established policies, procedures, and guidelines.
  • Ability to create, maintain, and update client case files 
Bachelor of Science: Psychology 2019 Broward College, Coconut Creek, FL

Broward Community College 2010-2013

AS in Health Information Management

Bilingual Creole/English
BRHPC / Early Learning Coalition of Broward County Fort Lauderdale, FL Family Support Specialist 10/2016 to Current
  • Assists clients in obtaining shelter/housing information
  • Process referrals for at risk clients for the appropriate service organizations as needed​
  • Maintains relationships with existing providers in the community
  • Assist at risk clients with child care applications and filling out documents
  • Generates reports and case notes
  • Determines eligibility for financially assisted child care for at risk clients
  • Determines child's eligibility for VPK by verifying documentation and uploaded to Provider Portal
  • Interfaces with outside agencies as necessary for specialized services
  • Maintains an independent caseload of clients
  • Assist clients in submitting the appropriate documentation for childcare
  • Participates in necessary team meeting and in service training
  • Arranges for provider transfers requested by parents/providers
  • Monitors and follow up with clients' case plans
BRHPC/Early Learning Coalition of Broward Fort Lauderdale, FL Family Support Specialist 10/2016
  • Assists clients in obtaining shelter/housing information
  • Process referrals for at risk clients for the appropriate service organizations
  • Maintains relationships with existing providers in the community
  • Assists at risk client with child care applications and filing documents
  • Generates reports and case notes
  • Determines eligibility for financially assisted child care clients
  • Determines child's eligibility for VPK by verifying documentation and uploaded to provider portals
  • Maintains independent caseloads for clients
  • Assists clients in submitting the appropriate documentation for child care
  • Participates in necessary team meeting and in service training
  • Arranges for provider transfers requested by parents/providers
  • Monitors and follow up with clients' case plans
Team Health Tamarac, FL Client Analyst 04/2015 to 10/2016
  • Analyzed, tracked and recorded qualitative data on patients admitted and discharged.
  • Assisted patients in learning to use resources through planning
  • Submitted all schedule changes to staff, answering service, providers and the hospitals.
  • Anticipated patients' needs for specific programs
  • Entered and tracked all new admissions and discharges and updated censuses.
  • Helped to retrieve from hospital databases any discharges from the week which are available.
  • Responded to all inquiries from FLACS billing.
  • Retrieved and e-mailed medical records of patients whose insurance required clinical documentation for paying reimbursement.
Advanced Power Technologies Pompano Beach, FL Billing Agent 04/2014 to 04/2015
  • Received and tracked all technician paperwork.
  • Verified work order and payroll accuracy, correcting when necessary.
  • Entered all labor into work orders in database ensuring what was processed through payroll is posted.
  • Entered all materials used on work orders into database ensuring the proper stocking locations are relinquished.
  • Entered all fleet costs into work orders.
  • Created and received purchase orders for any materials bought in the field.
  • Posted, reviewed and disseminated all customer invoices and back-up as per customer requirements.
  • Contacted Service Managers to resolve issues with technicians' paperwork or payroll.
  • Monitored un-billed work orders reported weekly to ensured all are resolved and posted timely.
  • Entered billed work orders into customer online billing systems when necessary.
Eagle Tax Representation Coconut Creek, FL Accounting Specialist 07/2012 to 11/2013
  • Prepared clients' invoices and statements
  • Tracked overdue client accounts and perform collection efforts
  • Answered phones while screening and transferring accurately to parties
  • Prepared appropriate schedules and reports
  • prepared annual and quarterly sales tax
  • Prepared payroll for different corporations
  • Updated clients information using the ATX
  • Reconciled bank statements using quick books.
Kaplan University Fort Lauderdale, FL Admissions Counselor 03/2007 to 04/2011
  • Provided accurate and timely information regarding academic programs, application and enrollment procedures and requirements 
  • Conveyed accurate,  verifiable information in the proper context to enable applicants to make well-informed decisions to attend Kaplan University.
  • Ensured that adequate, accurate and timely student records are created and maintained during the Admissions Process 
  • Advised and counseled  students through the Admissions process
  • Facilitated the collection of all required Admissions documents relevant to the first term start.
  • Conducted interviews and evaluated each prospective student based on his/her needs, desires, interests, qualifications, motivations, and commitments.
  • Maintained continual contact with students
  • Provided the highest level of customer service throughout the students'journey at Kaplan.
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Detail-oriented and organized clerical/legal professional. Excellent communication skills, orally and in writing. Strong team player able to work in absence of or with minimal supervision.  Understands and maintains security of confidential matters.  Works well under pressure.  Manages and prioritizes tasks.  Deals well with general public.
  • Exceptional organizational skills
  • Excellent composition skills, such as drafting legal correspondence and orders
  • Proofread materials
  • Schedule hearings and appointments, calendaring
  • Organize and maintain files
  • Self-starter
  • Creative problem solver
  • Efficient and accurate
  • Dedicated team player

12/2017 to Current
Child Support Specialist Marinette County, Child Support Agency Marinette, WI

Establish, enforce and modify child support orders and establish paternity.  Manage and prioritize case tasks according to office policies and state and federal regulations.

08/2010 to 12/2017
Judicial Assistant Marinette County, Courts Marinette, WI

Assisted with administrative duties, provided paralegal, clerical and statutory support essential to the operation of the courts, served as liaison between county employees, court reporters, department heads and the general public.  Decisions regarding daily work activity were made independently within the context of established policies and procedures.

07/2009 to 09/2010
Administrative Assistant Marinette County, Child Support Agency Marinette, WI Provided clerical support to the Child Support Agency including receptionist duties, filing duties, mailing duties.  Ordered and maintained office supplies.  Entered and updated various records databases.

Spending time with family, running, attending fitness classes at YMCA, and reading

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Professional Summary
Detail-oriented Systems Administrator with over 22 years providing technical solutions through high-quality service and support. Experience supporting both large corporate and Healthcare environments. Seeking position in a challenging and rewarding tech environment where I can expand upon my existing skill base while contributing to a lively IT team.
  • Analytical and critical thinker
  • Fast learner
  • Customer service expert
  • Skilled multi-tasker
  • Microsoft Certified Professional (MCP)
  • Dell Certified Technician
  • Skilled in HTML, HTTP and IP
  • Skilled in TCP/IP and WAN
  • Results-oriented
  • Strategic planning
  • Team player
  • Self-starter
  • Focused
  • Strong communication skills
  • Desktop and laptop repair
  • Detail-oriented
  • Working with shifting priorities
  • Active Directory
  • Microsoft SharePoint
Work History
Desktop Support Technician, 09/2018 to Current
NTT Data / VanderbiltNashville, TN
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrade
  • Provided exemplary customer service on each field visit according to Vanderbilt's guidelines
  • Provided telephone support to customers by determining the cause of the issue and explaining the most effective solution
  • Configured hardware, devices and software to set up work stations for employees
  • Patched software and installed new versions to eliminate security problems and protect data
  • Assisted customers in identifying issues and explained solutions to restore service and functionality
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
Customer Technical Support Specialist / Helpdesk Architect, 02/2018 to 06/2018
XSOLISNashville, TN
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Learned, referenced and applied product knowledge information.
  • Actively pursued personal learning and development opportunities.
  • Documented all customer inquiries and comments thoroughly and quickly.
  • Answered an average of 50 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Recommended architectural improvements, design solutions and integration solutions.
  • Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.
  • Trained junior members of IT team regarding network security and troubleshooting of data circuits.
  • Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
Senior IT Security Administrator / Technical Team Lead, 09/2010 to 10/2017
Fresenius Medical CareNashville, TN
  • Researched, wrote and updated Knowledge Base Articles needed for help desk technical support team.
  • Coached and mentored 12 new staff members, including conducting initial training and ongoing performance reviews.
  • Tested and implemented new QA updates, for projects such as Sorian Ecube Clinicals .
  • Trained new employees on multiple applications
  • Provided on-call support for critical issues.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Worked closely with team members to meet or exceed all customer service requirements.
  • Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
  • Resolved customer escalation  issues in a clear, courteous and straightforward manner.
  • Trained end-users in usage of Ecube Clinicals and Ecube Financials .
  • Participated in special projects, external audits, evaluations and process improvements.
  • Provided after-hours support for applications and project efforts when needed.
  • Defined the responsibilities and roles of 12 team members.
  • Set up and managed team meetings.
  • Provided team with coaching and direction.
Mobile Technical Support Specialist, 08/2009 to 09/2010
AsurionNashville, TN
  • Maintained high departmental standards for quality and productivity metrics.
  • Identified potential sales and cross-selling opportunities.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Assessed client's profiles and aligned them with the best possible products and services to meet their needs.
  • Compiled and accurately entered electronic data.
  • Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
  • Engaged users and answered questions on website and in forums.
  • Worked closely with team members to meet or exceed all customer service requirements.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Used ticketing systems to manage and process actions taken.
  • Researched, troubleshot and resolved complex problems independently.
  • Managed call flow and responded to technical support needs of customers.
CSD Helpdesk Technical Support Specialist , 01/2008 to 07/2009
Bank of New York Mellon Nashville, TN
  • Managed call flow and responded to technical support needs of customers.
  • Provided base level IT support to non-technical personnel within the business.
  • Reviewed technical documentation and procedures.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Defined and documented technical best practices.
  • Managed customers' expectations and experience to a high degree of customer satisfaction.
  • Enthusiastically participated in job related training.
  • Used ticketing systems to manage and process actions taken.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Followed up with clients to ensure optimal customer satisfaction.
Associate of Science: Information Technology County Schools Technical College - Bridgeport, CT
Certification: Essentials of Project Management Villanova University - Villanova, PA