         FIELD SUPPORT SPECILIST         Summary     Technology support representative providing workstation and application support. Provides end-user support via phone in a service desk environment. Installs, troubleshoots, maintains and uses a variety of computer systems, software and peripheral devices.        Highlights            Network traces         Technical standards and deliverables      Critical thinker    Technical standards and deliverables    Telecommunications field service   Network security      Network protocols                                Proficient in Internet Technologies  Proficient in Windows  MS Office proficiency    Efficient data management    Excellent communicator     Cisco routers and switches      Supporting IP Telephony     Visio  Analysis and problem solving            Education      Master of Science  :  Network Communications Management   2016     Keller Graduate School of Management  ,   City  ,   State  ,   United States of America        3.15 GPA        Master's Degree of Network Communications Management          Concentration in Technology Apps 3.35 GPA           Completed data model normalization          Process modeling          Object oriented analysis          Created Entity Relationship Diagrams in MS Visio          Knowledge of user interface design              Bachelor of Science  :  Interdisciplinary Studies with a concentration in Mathematics   2003     Texas Southern University  ,   City  ,   State  ,   United States of America        3.1 GPA      Coursework in  Interdisciplinary   Studies, Mathematics, Elementary and Middle School Education             Experience      Company Name    City  ,   State    Field Support Specilist   06/2017   to   Current       Download radio and alarm panel programming information into new/existing accounts in response to telephone requests.  Provide real-time installation quotes to field technicians and limited technical support to customers.  Enter order information into the system for technician upsells and process payments as applicable.  Troubleshoot system functionality related to radio registrations and panel programming in response to failed confirmation requests.  Process data changes received via mail, fax, phone or internal ticket on Informix and MasterMind.  Supports reps with CPQ and Matrix  Schedules new installations and add-on equipment (Order Entry)Supports system and device upgrades  Verifies customer contract/billing accuracy  Captures, maintains and verifies customer information with painstaking attention to detail   Utilizes contingency plans during system outages to continue to support our internal customers  Provides site redundancy for Home Heath Provisioning and Technical Assistance Groups          Company Name    City  ,   State    Technical Support Representative   01/2017   to   01/2017       Customer service role providing technical & customer service support via phone & video chat, to customers who require assistance navigating or trouble shooting issues they may experience within Intuit and Turbo Tax Products.    Resolved customer complaints and concerns with strong verbal and negotiation skills.       Provided thorough support and problem resolution for customers.   Managed IT setup and service requests for  Intuit and Turbo Tax   .          Company Name    City  ,   State    8th Grade Reading/ Language Arts Teacher   01/2005   to   Current       Prepares lessons  reflecting  accommodations for differences in student learning styles    Provide a variety of planned learning experiences integrating different learning methods in order to motivate and inspire students.  Develop lessons with district mission in mind, aligned to district and state instructional goals and objectives and subject area  Maintain a classroom environment that promote safe, effective learning  Continuously engage with students, parents, and community members to advance student outcomes  Establish and implement effective classroom management procedures  Create systems to monitor and assess student learning  Collaborate with professional staff to identify and address student needs regarding health and learning styles   Be available for counseling with students and parents before and after school   Keep accurate records of student information; compile, maintain, and file all reports, records, and other documents required by the school and district  Present subject matter according to guidelines established by Texas Education Agency, Board of Trustee policies, and administrative regulations          Company Name    City  ,   State    Customer Service   06/2000   to   08/2003        Collected customer feedback and made process changes to exceed customer satisfaction goals.      Provided accurate and appropriate information in response to customer inquiries.      Demonstrated mastery of customer service call script within specified timeframes.     Addressed customer service inquiries in a timely and accurate fashion.            Skills      Knowledge of Telecom industry  Experience in 2-way radio systems, satellite systems and FCC/FAA  Functional understanding of 802.11, Wireless VOIP protocols and Wireless Mobility  Proficient in Network Protocols TCP/IP/SIP/MGCP/SCCP/MPLS  Windows 7, Windows 10-           Active Directory-   TCP/IP networking-   Tablet Technologies-   Smartphone technologies-   Microsoft Office proficiency-   Messaging technologies including but not limited to Exchange and SMTP-   Wireless technologies-   VPN technologies-   PC Security-   Telecommunications-   Web Technologies-   Video Conferencing     