FIELD SUPPORT SPECILIST Summary Technology support representative providing workstation application support. Provides end-user support via phone service desk environment. Installs, troubleshoots, maintains uses variety computer systems, software peripheral devices. Highlights Network traces Technical standards deliverables Critical thinker Technical standards deliverables Telecommunications field service Network security Network protocols Proficient Internet Technologies Proficient Windows MS Office proficiency Efficient data management Excellent communicator Cisco routers switches Supporting IP Telephony Visio Analysis problem solving Education Master Science Network Communications Management 2016 Keller Graduate School Management City State United States America 3.15 GPA Master's Degree Network Communications Management Concentration Technology Apps 3.35 GPA Completed data model normalization Process modeling Object oriented analysis Created Entity Relationship Diagrams MS Visio Knowledge user interface design Bachelor Science Interdisciplinary Studies concentration Mathematics 2003 Texas Southern University City State United States America 3.1 GPA Coursework Interdisciplinary Studies, Mathematics, Elementary Middle School Education Experience Company Name City State Field Support Specilist 06/2017 Current Download radio alarm panel programming information new/existing accounts response telephone requests. Provide real-time installation quotes field technicians limited technical support customers. Enter order information system technician upsells process payments applicable. Troubleshoot system functionality related radio registrations panel programming response failed confirmation requests. Process data changes received via mail, fax, phone internal ticket Informix MasterMind. Supports reps CPQ Matrix Schedules new installations add-on equipment (Order Entry)Supports system device upgrades Verifies customer contract/billing accuracy Captures, maintains verifies customer information painstaking attention detail Utilizes contingency plans system outages continue support internal customers Provides site redundancy Home Heath Provisioning Technical Assistance Groups Company Name City State Technical Support Representative 01/2017 01/2017 Customer service role providing technical customer service support via phone video chat, customers require assistance navigating trouble shooting issues may experience within Intuit Turbo Tax Products. Resolved customer complaints concerns strong verbal negotiation skills. Provided thorough support problem resolution customers. Managed IT setup service requests Intuit Turbo Tax Company Name City State 8th Grade Reading/ Language Arts Teacher 01/2005 Current Prepares lessons reflecting accommodations differences student learning styles Provide variety planned learning experiences integrating different learning methods order motivate inspire students. Develop lessons district mission mind, aligned district state instructional goals objectives subject area Maintain classroom environment promote safe, effective learning Continuously engage students, parents, community members advance student outcomes Establish implement effective classroom management procedures Create systems monitor assess student learning Collaborate professional staff identify address student needs regarding health learning styles Be available counseling students parents school Keep accurate records student information; compile, maintain, file reports, records, documents required school district Present subject matter according guidelines established Texas Education Agency, Board Trustee policies, administrative regulations Company Name City State Customer Service 06/2000 08/2003 Collected customer feedback made process changes exceed customer satisfaction goals. Provided accurate appropriate information response customer inquiries. Demonstrated mastery customer service call script within specified timeframes. Addressed customer service inquiries timely accurate fashion. Skills Knowledge Telecom industry Experience 2-way radio systems, satellite systems FCC/FAA Functional understanding 802.11, Wireless VOIP protocols Wireless Mobility Proficient Network Protocols TCP/IP/SIP/MGCP/SCCP/MPLS Windows 7, Windows 10- Active Directory- TCP/IP networking- Tablet Technologies- Smartphone technologies- Microsoft Office proficiency- Messaging technologies including limited Exchange SMTP- Wireless technologies- VPN technologies- PC Security- Telecommunications- Web Technologies- Video Conferencing