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
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Education
Master of Science:Network Communications Management2016Keller Graduate School of Management, City, State, 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 Mathematics2003Texas Southern University, City, State, United States of America
- 3.1GPA
- Coursework in Interdisciplinary Studies, Mathematics, Elementary and Middle School Education
Experience
ElwynElwyn , PAField Support Specilist06/2017 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
Performance Food GroupNew Bethlehem , PATechnical Support Representative01/2017 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 ISDCity , STATE8th Grade Reading/ Language Arts Teacher01/2005 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.City , STATECustomer Service06/2000 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
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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