Experience

• 

  Self-employed Computer Diagnostics & Repair

  • Maryland, U.S.

  • Owner

    • Nov 1998 - Present
    • Maryland, U.S.

    Troubleshoot, repair, build computer and networking systems, customer education.

• 

  Sutherland Global Services / Cox Commuications

  • Baltimore, MD

  • Tier I / Tier II Technical Spport

    • Sep 2012 - May 2013
    • Baltimore, MD

    (Remote Position) - Troubleshoot and solved customer internet, telephone and video problems by phone; sales attemps to increase corporate revenue; customer service.

• 

  HSM Electronic Protection Services / Sonitrol Security

  • Baltimore, MD

  • Assistant Supervisor/Technical Support

    • Jul 1999 - Jan 2010
    • Baltimore, MD

    customer service; maintained accurate database; issued and deleted security codes; generated reports; resolved complaints; programmed alarm and access control systems; communicated through email, phone and fax; supervised a team of 14 operators and techicians

• 

  ADT

  • Baltimore, MD

  • Lead Operator/ Technical Support/ Customer Service

    • Apr 1988 - Aug 1998
    • Baltimore, MD

    Emergency dispatch; customer interaction; database maintenance and correlation; alarm code and access programming; generate/ analyze reports; multi-line telephone network;