Support Center Technician

Posted on: 2006-08-22

Ronald T. Smith 2141 Lake Park Dr. SE, Apt. S ▪ Smyrna, GA 30080 ▪ (770) 437-0709 ▪ [email protected] Qualifications Profile: Networking: Used a network simulator to configure Cisco routers and switches, used basic LAN/WAN concepts to implement a multi-campus network solution, knowledge of TCP/IP protocols, used the OSI model as a guide for troubleshooting networks, used traceroute, ping, and ipconfig for network troubleshooting, basic knowledge of T1, T3, DS0, DS1, DS3 and OC-X Operating Systems: Desktop Operating Systems – 8 years installation of Windows 98, 2 years installation of Windows 2000, 1 year installation of Windows XP Professional; Network Operating System – 1 year installation of Windows Server 2003; UNIX Operating Systems – Trained in the installation of RedHat Linux 9 and Fedora Core 4 Microsoft Applications: Installation of MS Office Suites, Used MS office suite applications: Word, Excel, Visio, PowerPoint, able to setup delegate access and troubleshoot some of MS Outlook 2003 Electronics: Component level debug of computers, servers, and layer 3 switches, Able to troubleshoot and perform root cause analysis, used asset management to keep track of test equipment and log preventative maintenance Intermediate Certifications: November 2003 A+ IT Training and Solutions Charlotte, NC CompTIA A+ Certified Professional [A+] # COMP001002169181- November 2003 Advanced Certifications: 2006 IOLOUS Hiram, GA Cisco Certified Network Associate [CCNA] - Expected Completion 2006 Education: September 2004 – September 2006 ITT Technical Institute Duluth, GA Pursuing an Associate of Science Degree in Information Technology - Computer Network Systems Projected Graduation: September 2006 Current GPA: 4.0 • National Technical Honor Society [NTHS] #193245 – May 2006 • Perfect Attendance Award: Winter Quarter of 2004; Summer, Fall, and Winter Quarters of 2005; Spring Quarter of 2006 • High Honors Award: Fall Quarter of 2005; Spring Quarter of 2006 • Highest Honor Award: Fall and Winter Quarters of 2004; Winter Quarter of 2005 September 1988 – June 1990 Craven Community College New Bern, NC Associate in Applied Science in Electronics Engineering Technology - Computer Systems Graduated June 1990 GPA: 3.0 Professional Background: Spherion/State Farm Duluth, GA Support Center Technician May 2005- July 2006 • Provide first contact technical support for State Farm proprietary software applications, hardware, miscellaneous software, procedures, and password resets via the telephone and/or email • Diagnose and document customers, technical and “How To” problems and resolve, escalate or assign problems to the appropriate area • Advise customers on how to avoid future related problems Ronald T. Smith 2141 Lake Park Dr. SE, Apt. S ▪ Smyrna, GA 30080 ▪ (770) 437-0709 ▪ [email protected] Professional Background (continued): Xeriom Atlanta, GA Contractor - Large Corporate Move July 2004 • Document asset information and inventory workstations and peripheral equipment, disconnected computers, packed and unpacked computer peripherals, reconnected and tested computers Solectron Technology, Inc. Charlotte, NC Engineering Test Technician June 1998 – March 2003 • Assisted Test Engineering with test development • Diagnosed, debugged, and repaired failing computer systems and layer 3 switches • Identified the root cause of failing electronic systems and implemented test process improvements • Attended Customer Focus Team (CFT) meetings to aid in product and test improvements • Reported and documented failure trends to customers and management which led to process and product improvements Solectron Technology, Inc. Charlotte, NC Test Technician October 1996 – June 1998 • Diagnosed, troubleshot, debugged, and repaired failing computer systems and layer 3 switches • Identified the root cause of failing electronic systems • Reported and documented failure trends to management • Performed functional and incircuit tests to determine the cause of circuit failures