Experience

JACO Contracting Solutions, Inc.

• United States
• Construction
• 1 - 100 Employee

• Project Management Coordinator

  • Oct 2022 - Present

  Covington, Georgia, United States Commercial and Residential Roofing and Gutter Services



EarthLink

• United States
• Telecommunications
• 700 & Above Employee

• Trouble Resolution Specialist \ Enterprise Support

  • Feb 2014 - Present

  Anniston, Alabama Area Responsibilities: Resolve customer reported trouble tickets: Initiate second level diagnostics and additional testing and data gathering to resolve tickets or document information needed for next level support Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner. Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate… Show more Responsibilities: Resolve customer reported trouble tickets: Initiate second level diagnostics and additional testing and data gathering to resolve tickets or document information needed for next level support Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner. Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external organizations as needed, and meet MTTR and customer status expectations Escalate Trouble Tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed Diffuse difficult customers by reassuring customer we will work to resolve their issue in timely fashion Act as the primary customer point of contact for the customer throughout the life of a ticket, responsible for providing customer with regular status updates on Trouble Ticket progress, setting realistic expectations, and verify resolution Manage all Trouble Tickets until resolution has been obtained, customer has confirmed restoration of service and ticket has been closed Working understanding of circuit testing processes, IP networking fundamentals, T1 and DSL installation/trouble-shooting procedures, and the number portability process. Basic working knowledge of Adtran/Cisco routers and switches. 1. Basic Command Line Interface knowledge Basic working knowledge of IP routing protocols such as BGP, OSPF and STATIC ROUTING. Basic working knowledge of Voice features such as Call forwarding. Basic working knowledge of networking WAN/LAN topology Ability to isolate layer 1 issues WAN/LAN

• Sr Desktop Support Tech

  • Jan 2010 - Present

  Receives calls/e-mails and interacts with customers related to IT troubles and issues. Configures, installs, repairs, and manages all IT technologies related to the PC Laptop/Desktop systems. Other duties may be assigned. Duties: · Install, upgrade, deliver standard workstation configurations to users · Provide tech support via phone and in person at major business centers for workstation issues and universal applications · Hardware/Software issue resolution · Trouble… Show more Receives calls/e-mails and interacts with customers related to IT troubles and issues. Configures, installs, repairs, and manages all IT technologies related to the PC Laptop/Desktop systems. Other duties may be assigned. Duties: · Install, upgrade, deliver standard workstation configurations to users · Provide tech support via phone and in person at major business centers for workstation issues and universal applications · Hardware/Software issue resolution · Trouble ticket creation · Laptop/Desktop installation and repair · Installation and repair of IT peripherals such as printers, modems, scanners, etc. · Software/Application support including installation and troubleshooting · Second level troubleshooting of IT related problems. XP to Windows 7 Migration.



Windstream

• United States
• Telecommunications
• 700 & Above Employee

• Trouble Resolution Specialist \ Enterprise Support

  • Feb 2017 - Nov 2022

  Anniston, Alabama Area Responsibilities: Resolve customer reported trouble tickets: Initiate second level diagnostics and additional testing and data gathering to resolve tickets or document information needed for next level support Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner. Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate… Show more Responsibilities: Resolve customer reported trouble tickets: Initiate second level diagnostics and additional testing and data gathering to resolve tickets or document information needed for next level support Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner. Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external organizations as needed, and meet MTTR and customer status expectations Escalate Trouble Tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed Diffuse difficult customers by reassuring customer we will work to resolve their issue in timely fashion Act as the primary customer point of contact for the customer throughout the life of a ticket, responsible for providing customer with regular status updates on Trouble Ticket progress, setting realistic expectations, and verify resolution Manage all Trouble Tickets until resolution has been obtained, customer has confirmed restoration of service and ticket has been closed Working understanding of circuit testing processes, IP networking fundamentals, T1 and DSL installation/trouble-shooting procedures, and the number portability process. Basic working knowledge of Adtran/Cisco routers and switches. 1. Basic Command Line Interface knowledge Basic working knowledge of IP routing protocols such as BGP, OSPF and STATIC ROUTING. Basic working knowledge of Voice features such as Call forwarding. Basic working knowledge of networking WAN/LAN topology Ability to isolate layer 1 issues WAN/LAN Show less



Internal Project Consultants -IPC

• Deployment contractor / Field Technician

  • Aug 2009 - Oct 2009

  Cricket Communications - BBMM DPI Project Deployed Sandvine 14400 on the Deep Packet Impact Project. Rack and stack projects in Texas, Kansas, Utah and Oregon.



JPMorgan Chase & Co.

• United States
• Financial Services
• 700 & Above Employee

• Tier 2 Retail Desktop Support Contractor at JPMorgan Chase

  • Jul 2009 - Aug 2009

  (Columbus, Ohio) Over see platform turn over from Wamu to Chase platform build. I Troubleshooting miscellaneous trouble tickets from peripherals to server errors. I Worked with Windows XP Professional, Windows Server 2000, and Windows Server 2003.



Pomeroy IT Solutions / Hibbett Sporting Goods

• Deployment Contractor / Support Technician

  • Apr 2009 - May 2009

  Deployment Contractor - Pomeroy IT Solutions at Hibbett Sporting Goods System upgrades in Mississippi, Arkansas and Louisiana.



Magento Developer

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• Senior Technology Support Technician Contractor

  • Oct 2007 - Dec 2008

  Birmingham, Alabama Area • On-site and remote desktop support for over 3000 User LAN/WAN Network • Setup new desktop systems for various network technologies • Provided Telephone support for entire company • Create detailed documentation for all work performed • Provided specific Help Desk resources for End Users • Traveled to Sacramento California to setup Temporary & Primary offices for BE&K / North Star



Matrix formally JMJ Systems (Honda Manufacturing of Alabama)

• PC Services Specialist Contractor

  • Oct 2003 - Apr 2007

  Lincoln, alabama • Provided technical and network support in a production environment • Provided support for over 4000 computers • End user support for over 2000 employees with the use of MS SMS, MMC Operations Control Panel, and Heat Installation of software and hardware on a timely basis • Maintained asset database of all computer equipment ordered • Imaged and delivered computers for end users • Ordered and delivered peripheral equipment • Diagnosed and repaired both desktop and laptop… Show more • Provided technical and network support in a production environment • Provided support for over 4000 computers • End user support for over 2000 employees with the use of MS SMS, MMC Operations Control Panel, and Heat Installation of software and hardware on a timely basis • Maintained asset database of all computer equipment ordered • Imaged and delivered computers for end users • Ordered and delivered peripheral equipment • Diagnosed and repaired both desktop and laptop computers • Maintained inventory, deployment and assignment of computers and equipment • Installed software • Performed desk side assistance • Support production floor clients by exchanging PCs and printers in a live production critical environment. • Performed network cable testing using a Fluke and verified correct network settings • Assisted office users via email, telephone, SMS or desk visits to resolve most hardware/software issues • Provided support with video conference equipment. • Support wireless access laptops, scanners and VPN connections • Support communications such as 2-way radios, pagers and various types of telephones Show less



Contact Network dba InLine

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• 24/7 Helpdesk Technician

  • Mar 2001 - Sep 2003

  Birmingham, Alabama Area • Provided technical support and problem resolution for 800 xDSL, Frame Relay, T-1, T-3, wireless, ISDN and dial-up customers • Available on call 24/7 • Satisfactorily resolved 95% of all technical support calls (40 to 60 calls per day) • Extremely proficient in problem solving (user, application, hardware, or network) • Exceptional diagnostic skills including resolving connectivity, speed, email problems, DNS issues, server and router bottlenecks, and viruses. • Responsible… Show more • Provided technical support and problem resolution for 800 xDSL, Frame Relay, T-1, T-3, wireless, ISDN and dial-up customers • Available on call 24/7 • Satisfactorily resolved 95% of all technical support calls (40 to 60 calls per day) • Extremely proficient in problem solving (user, application, hardware, or network) • Exceptional diagnostic skills including resolving connectivity, speed, email problems, DNS issues, server and router bottlenecks, and viruses. • Responsible for all domain registrations and transfers, ADSL number and street qualifications, DNS settings and changes for domains, sub-domains, and IP addresses, set-up user name and password for email and dial-up customers • Implemented SPAM and virus scanning/protection software solutions • Implemented administration, back-ups and troubleshooting for Windows 98, NT, 2000, and XP client operating systems • Created user-friendly Help Desk Manual documenting step-by-step processes to setup and/or troubleshooting DNS, email, and connectivity problems • Made suggestions and developed numerous workflow improvement processes • Regularly contacted clients to ensure customer satisfaction and complete resolution of problems. • Continuing professional development in Windows XP operating system • Installed, set up, maintained printer networks Show less



ACL COMPUTERS & NETWORKS, INC. (ACL was purchased by Inline)

• Support Technician / Bench Technician

  • Jan 1997 - Mar 2001

  Birmingham, Alabama Area • Responsible for building desktop computers from the ground up • Installation, set-up and ongoing maintenance of hardware and software system • Repairing workstations for small to large business clients • Assembled computer workstations • Extremely proficient with fast and accurate design and set-up • Troubleshooting and diagnosing hardware failures • Repairing/replacing hardware and internal components • Software and hardware compatibility/incompatibility… Show more • Responsible for building desktop computers from the ground up • Installation, set-up and ongoing maintenance of hardware and software system • Repairing workstations for small to large business clients • Assembled computer workstations • Extremely proficient with fast and accurate design and set-up • Troubleshooting and diagnosing hardware failures • Repairing/replacing hardware and internal components • Software and hardware compatibility/incompatibility issues • Maintaining / administering and solving problems with Windows 98 SE, Windows NT, and Windows 2000 operating systems Show less