Technical Support Engineer with 12 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills.
Ensure continuous availability of microcomputer access for the assigned location by providing technical support of micro computer hardware, software, networks, and servers, concentrating in the area of user concerns, problems, training and needs.
•Provide onsite repair and installation of AT&T DSL customers.
•Repair and install wirings inside house
•Check DSL stats at NID
•Install External and Internal Splitter to improve service performance
•Run home run wirings when necessary
•Provide support via telephone and e-mail to Host.net customer
•Provide support for following products: Dialup/DSL, Webhosting, E-mail, Spam filtering
•Provide real-time monitoring of Wide Area Networks and Circuits
•Log tickets and record customer problems as needed
•Provide technical support for Anti-Spam product to Enterprise Customers.
•Assist with the development of configuration procedures and information documents.
•Provided quality assurance assistance for Lead Developer.
Provided phone and email based technical support to Network Security Engineers.
•Reproduced product bugs reported by external customers.
•Provided patch and software upgrades to customers.
•Developed and upgraded Answerbook entries as needed.
•Assist customers with setting up Network Address Translations
•Provide customer support for proxy and content filtering issues
•Troubleshoot issues relating TCP/IP, VPN, packet filtering, and routing
Provided problem isolation and resolution by utilizing system software and diagnostics. Provided tier 2 telephone based and/or web initiated network related support to external customers.
•Assisted System Administrators with setting up and/or diagnosing NIS/NIS+ naming services.
•Troubleshot remote login issues relating to ftp, telnet, and rsh.
•Assisted Network Administrators with setting up restricted remote system access.
•Provided technical expertise to external customers needing assistance with configuring network interface, default router, and subnet mask.
•Utilized troubleshooting tools such as netstat, snoop, and truss to resolve complicated issues.
•Provided required and recommended patch upgrades to System Administrators.
•Analyzed explorer data gathered from low to high end range SUN servers.
•Developed and upgrade knowledge and troubleshooting documents as needed.
•Engaged in after hours technical conference calls as requested.
•Escalated technical issues in a timely manner to appropriate levels.
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