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Field Support Specilist Resume Example

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FIELD SUPPORT SPECILIST
Summary
Technology support representative providing workstation and application support. Provides end-user support via phone in a service desk environment. Installs, troubleshoots, maintains and uses a variety of computer systems, software and peripheral devices. 
Highlights
  • Network traces
  • Technical standards and deliverables
  • Critical thinker
  • Technical standards and deliverables
  • Telecommunications field service
  • Network security
  • Network protocols




  • Proficient in Internet Technologies
  • Proficient in Windows
  • MS Office proficiency
  • Efficient data management
  • Excellent communicator
  • Cisco routers and switches
  • Supporting IP Telephony
  • Visio
  • Analysis and problem solving
Education
Master of Science: Network Communications Management 2016 Keller Graduate School of Management, Irving, Texas, United States of America
  • 3.15 GPA
  • Master's Degree of Network Communications Management
  • Concentration in Technology Apps 3.35 GPA 
  • Completed data model normalization
  • Process modeling
  • Object oriented analysis
  • Created Entity Relationship Diagrams in MS Visio
  • Knowledge of user interface design
Bachelor of Science: Interdisciplinary Studies with a concentration in Mathematics 2003 Texas Southern University, Houston, TX, United States of America
  • 3.1GPA
  • Coursework in Interdisciplinary  Studies, Mathematics, Elementary and Middle School Education
Experience
ADT Corporation Irving, TX Field Support Specilist 06/2017 to Current
  • Download radio and alarm panel programming information into new/existing accounts in response to telephone requests.
  • Provide real-time installation quotes to field technicians and limited technical support to customers.  Enter order information into the system for technician upsells and process payments as applicable.
  • Troubleshoot system functionality related to radio registrations and panel programming in response to failed confirmation requests.
  • Process data changes received via mail, fax, phone or internal ticket on Informix and MasterMind.
  • Supports reps with CPQ and Matrix
  • Schedules new installations and add-on equipment (Order Entry)Supports system and device upgrades
  • Verifies customer contract/billing accuracy
  • Captures, maintains and verifies customer information with painstaking attention to detail
  • Utilizes contingency plans during system outages to continue to support our internal customers
  • Provides site redundancy for Home Heath Provisioning and Technical Assistance Groups
Teletech Dallas, TX Technical Support Representative 01/2017 to 01/2017
  • Customer service role providing technical & customer service support via phone & video chat, to customers who require assistance navigating or trouble shooting issues they may experience within Intuit and Turbo Tax Products.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Provided thorough support and problem resolution for customers. Managed IT setup and service requests for Intuit and Turbo Tax.
Dallas ISD Dallas, TX 8th Grade Reading/ Language Arts Teacher 01/2005 to Current
  • Prepares lessons  reflecting  accommodations for differences in student learning styles
  • Provide a variety of planned learning experiences integrating different learning methods in order to motivate and inspire students.
  • Develop lessons with district mission in mind, aligned to district and state instructional goals and objectives and subject area
  • Maintain a classroom environment that promote safe, effective learning
  • Continuously engage with students, parents, and community members to advance student outcomes
  • Establish and implement effective classroom management procedures
  • Create systems to monitor and assess student learning
  • Collaborate with professional staff to identify and address student needs regarding health and learning styles 
  • Be available for counseling with students and parents before and after school
  • Keep accurate records of student information; compile, maintain, and file all reports, records, and other documents required by the school and district
  • Present subject matter according to guidelines established by Texas Education Agency, Board of Trustee policies, and administrative regulations
Greyhound Lines Inc. Dallas, TX Customer Service 06/2000 to 08/2003
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Demonstrated mastery of customer service call script within specified timeframes.
  • Addressed customer service inquiries in a timely and accurate fashion.
Skills
  • Knowledge of Telecom industry
  • Experience in 2-way radio systems, satellite systems and FCC/FAA
  • Functional understanding of 802.11, Wireless VOIP protocols and Wireless Mobility
  • Proficient in 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 but not limited to Exchange and SMTP-
  • Wireless technologies-
  • VPN technologies-
  • PC Security-
  • Telecommunications-
  • Web Technologies-
  • Video Conferencing
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Resume Overview

Companies Worked For:

  • ADT Corporation
  • Teletech
  • Dallas ISD
  • Greyhound Lines Inc.

School Attended

  • Keller Graduate School of Management
  • Texas Southern University

Job Titles Held:

  • Field Support Specilist
  • Technical Support Representative
  • 8th Grade Reading/ Language Arts Teacher
  • Customer Service

Degrees

  • Master of Science : Network Communications Management 2016
    Bachelor of Science : Interdisciplinary Studies with a concentration in Mathematics 2003

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