Technical Support Specialist Best Resume Format in Word Free Download -->

Technical Support Specialist Best Resume Format in Word Free Download

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Haley Steffenhagen
309 Meadow Springs Place
Stokesdale, North Carolina 27001
336-643-9876
SteffenhagenHaley@bellsouth.net



Technical support specialist: 
Excellent interpersonal skills, strong background in client/server, and web-based applications.  Ability to maximize uptime, improve service and productivity.  Provide production support to internal and external customers. .  Welcome change.  Areas of expertise include:
·        Process Analysis
·        Improving Operating Environments
·        Training new personnel on systems
·        Security
·        Trouble Shooting
·        Creating statistical reports
·        New Application & System    Enhancements
·        System Implementation
·        Testing for System Releases
·        System Migrations
·        Microsoft Office Suite




Work Experience

Frontier Communications, Durham, NC                                                                         Jul 2010 – Present
Specialist – Network Operations Support for DSL, Fast Packet and FiOS  
     
Responsible for managing all aspects of provisioning service for the products identified above.  Responsibilities included:

  • Trained personnel on systems.
  • Managed three applications with over 2000 users and one million records.
  • Created daily, weekly and monthly reports.
  • Understanding of the interfacing systems including element management systems, reporting systems, ordering systems, and fallout management systems.
  • Provide support to development and operations to streamline activation and order management activities.
  • Responsibilities included process analysis, database clean up, Software code releases.      
  • Review all requests for service, and coordinated all elements of the provisioning process.  
  • Review all trouble reports, provided consultation as required, met with clients and directed resolution of any reported problems.
  • Created and implemented processes to be used by system users.
  • Analyze daily system reports to identify system shortcomings and develop resolution paths in order to streamline the provisioning process.
  • Manage ensuing software releases to prevent system downtime and subscriber outages.
  • Ensured smooth transition from Verizon systems to Frontier systems with minimal down time.

.

Verizon, Baltimore, MD                                                                                               Nov 2007 – Jun 2010
Specialist – Network Operations Support for DSL, Fast Packet and FiOS:
         
Responsible for managing all aspects of provisioning service for the products identified above:
  • Trained personnel on systems.
  • Managed an application with over 2000 users and two million records.
  • Created daily, weekly and monthly Reports.
  • Understanding of the interfacing systems including element management systems, reporting systems, ordering systems, and fallout management systems.
  • Provide support to development and operations to streamline activation and order management activities.
  • Responsibilities included process analysis, database clean up, Software code releases.      
  • Review all requests for service, and coordinated all elements of the provisioning process. 
  • Review all trouble reports, provided consultation as required, met with clients and directed resolution of any reported problems.
  • Analyze daily system reports to identify system shortcomings and develop resolution paths in order to streamline the provisioning process.
  • Manage ensuing software releases to prevent system downtime and subscriber outages

Specialist - Operations Systems Support - Planning                                                Nov 2003 – Nov 2007

Responsible for development of relationships between operations, marketing, the support systems development teams, including identifying system and client requirements:
·         Trained personnel on systems.
·         Subject matter expert in Verizon Provisioning Systems.  Consolidated Fast Packet and DSL VzBB services from Telcordia provisioning systems to Verizon systems.  Project included creating business document defining data migration plans for over 7 million customer records, defining pending order strategy and success criteria for go/no go calls.
·         Member of the cross functional team which developed process flows and use cases for FiOS

Specialist – Operations Systems Support - Provisioning and Activation              Nov 2000 – Nov 2003

Responsibilities included day to day management of system loads, system queue management and assisting operations with difficult fall out resolution:
  • Provided Tier2 support for provisioning and activation of East DSL.
  • Interfaced with  Data Network Operations Center, Maintenance Control Office, and Line Share Request Management centers to gather requirements and system issues related to DSL Provisioning and activation.
  • Responsibilities included managing testing for new releases of NCON and Delivery, including writing the test plans and executing them with the testing coordination teams.


Education

Bachelors of Science, Wayland Baptist University, 1990

Military Experience

August 1975 to August 1995 retired as a Sergeant First Class, Chief Legal NCO Military District of Washington


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Neetu Singh is the founder of Resume Formats .Neetu Singh holds an Engineering degree in Computer Science with MBA Degree in Finance and Human Resource (HR). Currently she is running a Global Manpower Consultancy. Contact Her Here

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