100 Main Street, Cityplace, CA, 91019 | (H) (555) 322-7337 | firstname.lastname@example.org
Proactive Network Analyst focused on cultivating positive and productive relationships both internally and externally. Excellent customer service and product support abilities.
A-Plus Certification 4 years United States Army 5 years Network Operation Center experience (NOC) 10 years of customer service
Extensive knowledge of Cellular Communication
Basic networking understanding
10 years of customer service
Technical Service Representative 12/2009 to 08/2013
Securus Technologies – Carrollton, TX
Received inbound calls and emails pertaining to Inmate phone systems. Operated in Windows environment to perform troubleshooting issues to resolution. Worked with field technicians and customers to obtain satisfaction. Adtrans and VOIP are devices and platforms I worked on.
Provided exceptional customer service by following specific stepsof service to ensure outstanding guest satisfaction.
Drive Tester 11/2001 to 05/2002
Teksystems – Jacksonville, FL
Tested frequencies and equipment in the three sections of cell sites. Performed exact driving mapped out to ensure call transfer from one site to another. Worked with engineers installing and updating equipment to maintain site serviceability. Used call statistics to analyze and modify to ensure 100% operational availability.
Network Analyst/NOC 02/2000 to 02/2001
Teksystems – Southlake, TX
Monitored CDMA switches remotely (Lucent, Nortel, Motorolla). Observed alarms in various markets and performed different tests to troubleshoot the issue. Created trouble tickets(Remedy) and documented detailed activity. T1/T3/OC48 troubleshooting and escalated issues if required. Used multiple commands to get equipment back on line and performed loopback testing to obtain status of issue. Worked with cell technicians and switch engineers to get resolution of issue.
Mobile Subscriber Equipment Operator/MOS 31 Foxtrot 10/1991 to 08/1995
U.S Army – Ft Hood, Texas
Installed, maintained, operated and performed preventive functions with mobile subscriber equipment in field exercise environment. Monitored system performance at all levels of communication (Node Center, Small Extension Node, Large Extension Node). Tested equipment site to site to ensure line of sight and communication in the field.
High School Diploma: General 1986 Middleburg High School – Middleburg, Florida
Associate of Science: Cisco/CCNA Current Northlake College – Irving, TX Extensive understanding of CCNA theory and routing protocols.