Network Support Specialist/In-House Computer Technician

Over 15 years of directly supporting users with hardware, software and

network problems, providing high-level diagnosis and resolution.

Accomplished Network Support Specialist for Time Warner Cable with 6+ years of experience in customer technical break/fix

environments, system analysis and diagnostics, detecting and reporting outages, client billing support.

15 years of progressive computer/network operations across spanning all Windows and Mac platforms.

Complex problem-solving, critical thinker able to show good judgment and decision making.

Excellent communication and diagnostic skills, consistently solve problems, professional phone etiquette.

Intuitive and analytical approach to troubleshooting within a short time-frame.

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TECHNOLOGIES

Windows XP - 8

MS Office 2X

VOIP

Telnet

VM Client

MAC OSX 10.4-10.9

Sitescope

Adobe Photoshop CS 6

Adobe Lightroom 5

Remedy

Active Directory

LAN/WAN/WLAN

HP Openview

DPOM

Oracle

RSA

AVAYA

Wireless Routers

AAD

Peoplesoft

Citrix

ICOMS

Putty

VPN

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Network Support Specialist I

Time Warner Cable Cincinnati, OH

July 2007 – November 2013

Provided third-level network/technical support for cable subscribers across a seven state area.

Troubleshot network connectivity issues between TWC proprietary equipment and subscriber

home equipment. Additionally supported billing services, phone number porting, subscriber

voicemail and email accounts, VOIP, WAN, LAN, and Wireless Platforms.

Achieved high levels of productivity, handled 40+ calls daily, while keeping scheduled truck rolls to a minimum.

Noted for achieving high level of first-call resolution.

Earned solid reputation for resolving complex issues and providing exceptional customer service.

Average call handle time of less than 10 minutes. Able to handle 5-6 calls an hour.

Consistently achieved over 85% on customer surveys.

Professional phone etiquette and active listener.

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Priority Help Desk Case Manager

Trasys Inc Cincinnati, OH

Oct 2003 – November 2006

Contract position working for Hewlett-Packard monitoring mainframes and servers

for General Electric aircraft and rail divisions. Served as a single point of contact

between Level 1 helpdesk and Level 2 technical teams. Also performed access administration

duties assigning hard tokens and soft ID’s for incoming GE employees

Bridge Position between GE departments and Cincinnati Bell Telephone Technical Teams.

Problem documentation in a timely manner to during outages

Administered Soft ID’s and Hard Tokens for VPN access for incoming GE employees

Professional phone etiquette and active listener.

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Client Support Analyst II

American Modern Insurance Group Amelia, OH

May 2001 – September 2003

Promoted from Help Desk position. Supervised special customer related projects that

effected production or company resources. Analyzed cost cutting, time-effective methods

to evaluate and resolve customer and client issues within a limited operating budget.

Identified need and developed streamlined process for cataloging computer systems.

Created new procedures and revised outdated instructions. Maintained software license database.

Maintained help desk website and on-line knowledge base.

High level of systems analysis and computer operations in a help desk environment.

In-house worker interfacing to perform break/fix issues with company hardware

Upon promotion to client support became direct go-to person for several client software programs.

Worked in direct communication with software developers to download and run updates to maintain maximum efficiency of software.

Assisted Network Operation Individuals with locating and repairing network problems in regards to workstations.

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PC Support Specialist I

Hamilton County Department of Human Services Cincinnati, OH

December 1998 – May 2001

Performed data transfers, system re-images, new systems builds installation and configuration,

inventory, hardware troubleshooting, HP printer and scanner installation, application installs,

network account installs, and user consultations

Worked directly with in-house computer users, performing break/fix and moving computers and equipment where needed.

Performed spot inspections of user workstations for virus and spam infections

Performed system upgrades as needed.

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Education & Credentials

Northern Kentucky University

Highland Heights, KY

BA, History 2001

University of Cincinnati

Cincinnati, OH

AAB, Information Systems 1997

Comp/Tia A+ Certified