Information Technology Support Technician

• Jan 2020 - Present

Operations Support

• Apr 2018 - Dec 2019

IT Support Specialist - PC Repair

• Jun 2015 - Apr 2018

Associate's Degree in Computer Electronics

• Aug 2013 - May 2015

Associate Degree in Computer Electronics Associate Degree in Computer Electronics

PC Repair Technician/Technical Support

• Apr 2011 - Aug 2013

Greenmark IT Presque Isle, Maine • PC hardware and software diagnosis, repair and upgrades • Network cabling installer for IP phone and data networks • Network troubleshooting • Virus/Malware removal • Custom built systems for client/business needs • Remote system monitoring/support • On-site support for local schools and businesses' networks and workstations • Data recovery and Backup Greenmark IT Presque Isle, Maine • PC hardware and software diagnosis, repair and upgrades • Network cabling installer for IP phone and data networks • Network troubleshooting • Virus/Malware removal • Custom built systems for client/business needs • Remote system monitoring/support • On-site support for local schools and businesses' networks and workstations • Data recovery and Backup

PC Repair Technician / Internet Technical Support

• Mar 2008 - Mar 2011

Aroostook Internet/Netherland Office Products Presque Isle, Maine • Computer Repair Technician and Systems Builder • Phone Support for Aroostook Internet's internet services: DSL, Wireless and Dial-up • Assisting walk-in customers with computer and internet technical questions • Customer Consultant/Sales-assisting customers in choosing the correct computer system for their needs and/or custom building computer systems to meet those needs • Occasional field work traveling… Show more Aroostook Internet/Netherland Office Products Presque Isle, Maine • Computer Repair Technician and Systems Builder • Phone Support for Aroostook Internet's internet services: DSL, Wireless and Dial-up • Assisting walk-in customers with computer and internet technical questions • Customer Consultant/Sales-assisting customers in choosing the correct computer system for their needs and/or custom building computer systems to meet those needs • Occasional field work traveling to customer's homes to set up their new computers and peripherals • Repairing/troubleshooting various computer issues-hardware, operating systems/software and virus/malware removal as well as Data backup and recovery • NOC monitoring for the Wireless tower network for connectivity issues Show less Aroostook Internet/Netherland Office Products Presque Isle, Maine • Computer Repair Technician and Systems Builder • Phone Support for Aroostook Internet's internet services: DSL, Wireless and Dial-up • Assisting walk-in customers with computer and internet technical questions • Customer Consultant/Sales-assisting customers in choosing the correct computer system for their needs and/or custom building computer systems to meet those needs • Occasional field work traveling… Show more Aroostook Internet/Netherland Office Products Presque Isle, Maine • Computer Repair Technician and Systems Builder • Phone Support for Aroostook Internet's internet services: DSL, Wireless and Dial-up • Assisting walk-in customers with computer and internet technical questions • Customer Consultant/Sales-assisting customers in choosing the correct computer system for their needs and/or custom building computer systems to meet those needs • Occasional field work traveling to customer's homes to set up their new computers and peripherals • Repairing/troubleshooting various computer issues-hardware, operating systems/software and virus/malware removal as well as Data backup and recovery • NOC monitoring for the Wireless tower network for connectivity issues Show less

Customer Service / Tech Support

• Jun 2001 - Mar 2008

Time Warner Cable of Maine Portland, Maine • Sales of new products and/or upgrades or downgrades • Processing payments/maintaining customer’s accounts while following security guidelines • Follow-up with issues in the E-mail and Focus ticket databases • Data entry-Assigning Focus tickets to the proper department for resolution • Technical Support/Repair Queue – provided technical support for issues with Time Warner Cable’s Digital Phone/Internet/Cable television services… Show more Time Warner Cable of Maine Portland, Maine • Sales of new products and/or upgrades or downgrades • Processing payments/maintaining customer’s accounts while following security guidelines • Follow-up with issues in the E-mail and Focus ticket databases • Data entry-Assigning Focus tickets to the proper department for resolution • Technical Support/Repair Queue – provided technical support for issues with Time Warner Cable’s Digital Phone/Internet/Cable television services • Assigned to the Customer Service Correspondence Taskforce to handle various escalated issues/requests from customer service representatives. Also responded to customer issues and inquiries via e-mail and in-house FOCUS Ticketing Database System Completed three National Cable Technical Institute Courses with Honors. • Understanding Broadband Technology • Broadband Troubleshooting • Operations Center Technical Support I Show less Time Warner Cable of Maine Portland, Maine • Sales of new products and/or upgrades or downgrades • Processing payments/maintaining customer’s accounts while following security guidelines • Follow-up with issues in the E-mail and Focus ticket databases • Data entry-Assigning Focus tickets to the proper department for resolution • Technical Support/Repair Queue – provided technical support for issues with Time Warner Cable’s Digital Phone/Internet/Cable television services… Show more Time Warner Cable of Maine Portland, Maine • Sales of new products and/or upgrades or downgrades • Processing payments/maintaining customer’s accounts while following security guidelines • Follow-up with issues in the E-mail and Focus ticket databases • Data entry-Assigning Focus tickets to the proper department for resolution • Technical Support/Repair Queue – provided technical support for issues with Time Warner Cable’s Digital Phone/Internet/Cable television services • Assigned to the Customer Service Correspondence Taskforce to handle various escalated issues/requests from customer service representatives. Also responded to customer issues and inquiries via e-mail and in-house FOCUS Ticketing Database System Completed three National Cable Technical Institute Courses with Honors. • Understanding Broadband Technology • Broadband Troubleshooting • Operations Center Technical Support I Show less

Microsoft Technical Support Engineer

• Apr 2000 - May 2001

Envisonet Brunswick, Maine • Technical Support for Dial-up, DSL and High Speed satellite internet access • Technical Support for MSN’s beta software • Technical Support for Compaq’s Web Companion internet appliance • Member of the Consultation Queue - resolved escalated issues and supervisor requests • Email and Browser support • Networking support • Assisting customers with MSN Software updates, Installation and Technical support issues Envisonet Brunswick, Maine • Technical Support for Dial-up, DSL and High Speed satellite internet access • Technical Support for MSN’s beta software • Technical Support for Compaq’s Web Companion internet appliance • Member of the Consultation Queue - resolved escalated issues and supervisor requests • Email and Browser support • Networking support • Assisting customers with MSN Software updates, Installation and Technical support issues

Factory-Certified Technician

• Jul 1995 - Apr 2000

Saturn of Westbrook Westbrook, Maine • General maintenance, including oil changes, tune-ups, transmission service, State Inspections • Engine rebuilding • Updating onboard computer software • Computerized four-wheel alignments • Fill out, close and maintain customer work orders • Explain proper maintenance procedures to customers Saturn of Westbrook Westbrook, Maine • General maintenance, including oil changes, tune-ups, transmission service, State Inspections • Engine rebuilding • Updating onboard computer software • Computerized four-wheel alignments • Fill out, close and maintain customer work orders • Explain proper maintenance procedures to customers