Experience

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  Lodgenet interactive corporation

  Aug 2005 - May 2007

  Tier 2 technical support

  • Provided Tier 1 and Tier 2 support for high-speed wireless networks in a true 24/7 call center environment, serving hotel management, staff, and guests at more than 1000 hotels nationwide• Handled inbound calls from hotel guests and staff regarding issues with wireless/wired connectivity, email, and VPN access• Consistently received the most calls throughout any given day (40-70), with the least escalation rate out of all other agents (2% -12%), with an average talk time of 5 minutes• Provided application support such as Lotus Notes, Outlook, Mac Mail, Vpn, and all Third-Party Connection Clients.• Monitored and resolved issues with routers, hubs, switches, and StayOnline's proprietary GuestPass, Nomadix, and ET Servers• Utilized databases and written materials to look up and provide information to telephone inquiries, while accurately logging calls in CRM systems and managing ticket and escalation procedures• Assisted other agents by creating web pages with extensive knowledge concerning anything beneficial to meeting and exceeding job description/goals through company's intranet twiki page• As a Tier 2 agent, handled escalated calls from Tier 1, provided network troubleshooting (IP configuration, Ping, Tracert, DNS, Proxy, Telnet, SSH), and monitored each server for unauthorized port usage and blocked users accordingly Show less

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  Heidelberg

  May 2007 - Apr 2010

  It support administator

  • Assigned all required resources for Windows Vista mass rollout including logistics and equipment for laptops and desktops• Image laptops and desktops with the Windows Vista Image• Organize schedules and prioritize workload by using the Magic ticketing system• Perform Physical and “Soft” Inventory • Troubleshoot network issues at the workstation• Troubleshoot software issues (Vista, XP, Office 2007, Cisco VPN, In house applications, etc.)• Provide phone support for Sales/Service personnel in the field• Troubleshoot printer issues with network and local printers• Update information in the asset management system• Manage and maintain all user accounts through Active Directory• Perform quality assurance testing for software applications• Manage reduction of unwanted software for North and South America. Show less

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  Airwatch/wandering-wifi

  Apr 2010 - Dec 2011

  Technical support representative

  • Managed 24/7/365 guest access, wireless infrastructure deployment, monitoring and support to WiFi networks for more than 1,000 customers at 10,000 unique locations for restaurants, cafes, hotels, truck stops, hospitals, retail outlets, auto dealerships, and sports arenas which collectively include over 40,000 access points and 40 million guest sessions annually.• Maintained and managed exclusive WiFi contracts for Caribou Coffee, Panera Bread, Chick-Fil-A, Books-A-Million, Red Roof Inn, Sheraton, Hilton, Marriot, and various high-end hotels and condominiums, Pilot-Flying J Travel Centers, Travel Centers of America, Loves Travel Centers, Sun Health Care, Children’s Healthcare of Atlanta, Fundamental Health Care, Kroger, Safeway, and Giant Grocery Stores.• Configured, installed, and troubleshot hardware ranging from switches, gateways, access points, load balancers, zone controllers, and modems for remote access, radius server authentication, and port forwarding• Configure and support the process for wireless connectivity, network addressing, infrastructure design, session management, VPN connectivity, RADIUS authentication as well as general troubleshooting for multiple computer platforms. • Followed templates and scripts to provide end user support including login assistance, wireless device support (wireless PDAs, iPhones, Blackberry, Android, etc), computer troubleshooting, issue resolution and general wireless session problem solving.• Reviewed and analyzed radius server logs for errant processes and locations failing to authenticate.• Diagnosed and resolved hard-down locations ranging from PTP, DSL, Cable, and T1.• Configured and monitored content filtering DNS servers using OpenDNS.• Provided internal support for all employees ranging from hardware, software, networking, etc.• Generated and monitored all reports regarding down equipment.• Monitored and updated Microsoft SharePoint regarding down locations for escalated incidents. Show less

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  Southpaw communications

  Dec 2010 - now

  Network infrastructure technician

  Implement a strategic network design infrastructure capable of supporting wireless and wired network environments..