|
|
12345678910111213141516
Resume 7
John L.
Steppleton
1812 Wesley Bridge Dr.
Smyrna, GA 30096
EDUCATION
Currently pursuing a BS Degree in Computer Information Systems at DeVry
University.
OBJECTIVE
To further pursue my desired career in Internet and PC technologies and
become a part of a company s desire to be more competitive and successful. I
will do this by implementing my best efforts and acquired skills to resolve any
issue, learn new things about the company, and to enhance my career path. I
believe by owning each problem as if it were my own personal issue, and working
quickly and efficiently to resolve the issues gives me the ability to go above
and beyond my expected duties, therefore achieving customer and employee
satisfaction.
HARDWARE/SOFTWARE SKILLS & EXPERIENCE
- 3 years of professional computer repair & support, and 2 years of
LAN/WAN Networking experience. Very experienced in a wide variety of software
packages, including Microsoft Excel, Microsoft Word, Microsoft Outlook, Norton
Utilities/Norton SystemWorks, as well as PeopleSoft Vantive/CRM Client.
- Basic experience with HTML and Java Script.
- Wide variety of Operating Systems such as Windows 3.1/3.11, 95/98, Windows
2000 Server and Professional, Windows XP Professional, Windows 2000 IIS, MS
DOS, PC-DOS, RedHat Linux 6.0-7.2 Extensive knowledge of the OSI 7-Layer model
as well as a variety of networking protocols such as TCP/IP, IPX/SPX, NetBEUI,
WINS, DNS, DHCP, HTTP, FTP, SSL.
- Well experienced in multiple Dial-Up and Broadband technologies such as
ISDN 56k & 128k, IDSL, ADSL, SDSL, T1, T3, OC-12, and OC-48.
- Installation experience with RJ-45 and RJ-11 cabling. Very familiar with
TELCO technologies such as F-1 Cables, F-2 Cables, Loaded and Unloaded Pairs,
etc.
- Familiarity with look and feel of Redback user interface and commands.
- Installation experience with 10/100 BaseT Fast Ethernet hubs, switches,
and routers, as well as deployment and configuration of ADSL bridges and
routers.
PROFESSIONAL EXPERIENCE
WORLDLINK, INC., Atlanta, GA
Jul 2000 - Jun 2002
Vendor Relations - Ticketing Response Operations Network
The primary
responsibilities for this position included:
- Collaboration with vendor and internal management to maintain healthy
business relationships. Resolving escalated ticket for problems that exists on
a vendor s network.
- Cooperative troubleshooting with the vendors to resolve these issues in a
timely manner.
- Work with and have knowledge of the Project Life Cycles and how they are
modified to fit business needs.
- Making outbound calls to customers pertaining to the high-speed product
line i.e. xDSL technologies
- Utilization of Telco resources to resolve hardware and provisioning
issues.
- Identification, troubleshooting and resolution of multiple
customer-affecting issues in relations to these technologies.
Network
Operations - Emerging Technologies Services
The responsibilities of this
group include
- Working billing reconciliation projects that were designed to help
EarthLink become profitable and gain more financial strength by finding out
where money is going that it shouldn t be and resolving those issues.
- This also includes working xDSL orders that are in a Jeopardy status with
the respective vendor, analyzing what needs to be done in order to correct the
issue and keep the order moving ; and act on this to insure that the xDSL
orders were up and running in less than 30 days.
- Worked alongside Broadband Management in special projects that were
assigned to us by them on a weekly basis, to help EarthLink in the actual
operations process of xDSL and other Broadband products.
- Worked with vendors for line delivery failure processes and installation
failure processes and provided these vendors with all of the information that
they may need in order to get the failures turned into happy resolutions.
- Collecting data and creating spreadsheets with information for submission
or research by vendor management and/or internal management.
- Managing 1-2 projects at a particular time, and assigning out the tasks as
necessary for these projects.
Technical Support - Tier 1
- Responsible for providing telephone support and troubleshooting to
end-users using various web-based UNIX commands such as grep, ping,
traceroute, and nslookup. Utilized the user database via telnet into a Sun
Solaris environment. Ranking at the top of my team; always excelling and
aspiring to learn new things. Maintain average call statistics of 160
efficiency.
- Troubleshot a wide range of technical support issues and connectivity
problems such as authentication, connection speed, connection quality,
throughput, e-mail configuration, and loss of synchronization.
- Assisting customers with basic LAN setup and configuration by telephone.
- Troubleshooting and configuring popular e-mail clients and web browsers.
SUNSET SYSTEMS, INC., Atlanta, GA
Apr 2000 - Jun 2000
Network Associate/Technical Consultant
- Responsible for providing telephone support and e-mail support to our
business customers with T-1, ISDN-128, ISDN-56, ADSL, SDSL, Frame Relay, and
networked offices using a Web Ramp that has two internal 56k Dial-Up modems.
- Setup MX records and DNS pointer records using Windows 2000 IIS for our
customer s hosted web sites.
- Setup new POP email accounts and edited existing POP mailbox configuration
such as passwords, user names, etc. using iMail Server 6.0 by IpSwitch.
- Advised on the installation and setup of ADSL and ISDN routers such as the
FlowPoint 144 IDSL router and the FlowPoint 2200 SDSL Router.
12345678910111213141516
|
|
