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Summary

Adynamic, high-energyteamplayerwhocombines the skills of a “take charge” kind of person with the sensitivity and insight of a customer service expert, the polished communication and interpersonal techniques of a talented negotiator.Adept at identifying issues with systems and recommending cost effective solutions and implementing changes that promote smooth running systems. Characterized as organized, personable, self-confident, and detail oriented with an engaging sense of humor, positive outlook, High degree of integrity, and the drive to finish every task in order to deliver results that exceed expectations.

Work experience

2009Present

Technician-II Special Projects-Data control /FSC National Data

ADT Security Company Tyco International

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Aurora FSC /National Data entr

Maintaining and confirming security systems for homes, small and large businesses throughout the country. Additional responsibilities include maintaining national corporate accounts. Troubleshooting problematic wired and wireless security systems and maintaining proper procedure protocols in a call center environment. Promoted to a mid-tier level position dealing with advance wireless support, as well as entering data for the re-sales

Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%).

Apr 2007Apr 2009

Senior Level II Resolution Specialist/Dispatcher- Dell Hardware

Dell / Stream International

General duties included telephone customer support and resolving many technical issues that may arise with a customer’s system and dispatching the parts to resolve the customer’s issue. Additional duties included researching and resolving complex issues that other technicians were not capable of handling, including managing escalations in a 1500 person call center. Supervised up to 14 technicians 

20002002

Network and Telecommunications System Installer

Great Lakes Communications

•Responsible for installing communications systems throughout the eastern United States, from Wisconsin to New York.

•Responsible for installation of telephone, networking, cable routing, wiring and testing for various Co-locations.

•Systems included Lucent® AnyMedia line access gateway shelves, Cisco, and Digital subscriber line access multiplexer (DSLAM) units.

•Additional responsibilities included installing remote testing units for testing wire viability for Harris Corporation as a subcontractor.

Education

20072008

Certifications

Tech Skills

Certifications:

CompTIA Networking +, CompTIA Security+, Microsoft® Certified Professional

Systems:

UNIX, Windows 9X/NT/2000/XP/2K3/Vista/Windows 7, Novell NetWare, Mac OS

Databases:

Oracle, Relational Databases

Languages:

SQL, HTML, Java

Software:

MS Project, MS Visio, MS Office, MS Excel, MS PowerPoint, Lotus Notes, Open office/Open Project.

Skills

Adobe CS3
MS Power Point
MS Visio
MS Office

Certifications

2007Present

CompTIA Security +

Certified
2008Present

Microsoft Certified Professional

Cettified
20072008

Comp TIA Networking +

Certified