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Click here or scroll down to respond to this candidate Professional Competencies . Experienced IT support technician with a strong technical background who possesses self-discipline and the ability to work with minimum supervision. . Organized professional capable of establishing long term, positive relationships with customers. . 18 years' experience supporting a diverse customer base, supporting multiple initiatives. . Excellent verbal and written communication skills with different types of customers efficiently. . Proven time management and leadership qualities. Professional ExperienceSouthwest Airlines/AirTran Airways Atlanta, Ga 2009-2016Lead Field Technician. Led major projects integrating Southwest and AirTran after the airlines merged, including the installation and configuration of, new PC's, Cisco IP Phones, Cisco routers and switches.. Team leader who consistently maintained a motivated team and served, as liaison for team member and upper management, by addressing challenges and issues.. Analyzed various team metrics and generated reports to uppermanagement regarding team performance.. Monitor and maintain inventory for computer peripherals and officesupplies.. Responsible for setup and testing of laptops, projectors, PC'sprinters, and video conferencing equipment.. Managed customer issues with their workstations, operating systems,and computer peripherals.. Provide on-site assistance with setup, testing and troubleshooting of fiber lines, network lines, fax lines servers, routers, switches APC UPS systems, and wireless access points.. Actively managed open customer tickets, ensuring resolutionprogression.. Continuously worked to improve customer satisfaction through station visits, generating detailed documented on reports, processes and procedures.AirTran Airways Atlanta, Ga 2007-2009Helpdesk Analyst . Handled all facets of work associated with incoming crewmember inquiries with the purpose of troubleshooting and resolving issues from within the company or externally. . Isolated issues and open tickets using BridgeTrac or with Navitaire, Lux, NCR and other vendors. . Re-Created the problem, researched for existing solutions, troubleshoot issues, documented the status on all Priority1 issues, categorize and re- Categorize.BellSouth Telecommunications/AT&T, Atlanta, Ga. 1999-2007Network Service Manager . On-Call, 24x7 support for Large Business customers with an average of annual billing of over 85K. . Focused on revenue generation, base management, market development, and customer relationship development for the complete customer. . Ensure Network Operations Center (NOC) adhered to existing internal processes and updated these processes when necessary. . Resolved network problems escalated from the NOC and other internal departments. . Replaced defective network hardware. Applied network security via access- lists. Manipulated customer traffic flow via BGP to alleviate network capacity issues.Strategic Technologies, Atlanta, Ga. 1997-1999Project Manager . Served as escalation point for Executives and helpdesk analyst for PC maintenance issues. . Updated Access databases and Microsoft Project and providing status worked directly with Database Administrators and vendors. . Coordinate and oversee end-user testing with proprietary software. . Special Assignment- Led successful completion of Year 2000 project by testing Y2K patches. Professional EducationBusiness Administration, Georgia State University, 1992Cisco Certified Network Associate Certificate (CCNA#CSCO10081034), 2001 |
