8/3/2019 Help Desk Specialist, IT Professional, Support Desk Analyst

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Antron Lamar SweeneyContact info: 8642384790Email:

Education:

Graduated from high school in May 1999 from Pattonville High School in St. Louis, Mo. in 1999. Graduate of North County Technical School obtaining a certificate of completion of Computer Information systems. Completed AAS-Degree in May 2003. Major field of study included web design, systems analysis, networking, hardware and software concepts at Florissant Valley Community College with also earned hours toward this degree at Greenville Technical College.

Experience

Verizon Wireless 2005-2010

Technical Support Coordinator

*Diagnose and resolve cellular and network issues with the ability to understandand communicate complex and technical information clearly and concisely in a professional manner. Working knowledge of the following tools and technologies: Cellular Telephony Principles, Cellular Switching systems to include experience with Motorola EMX 250, Lucent and Nortel switches, and experience with Octel, Gle

nayre, Any Path and Comverse voicemails systems. Working knowledge of troubleshooting and diagnosis wi-fi protected access, WLAN issues and security configuration.

*The understanding of Cellular Roaming, Technical Data Sheets, LERG and LNP. LTE. Use various administrative department tools and on-line resources for customerresolution. Use trouble ticket system for tracking customer interactions and problem resolution.

*Expert experience with Macintosh, Linux, Windows 98, ME, NT, XP, Vista, 7, operating systems, database trouble ticket systems, RF signaling, cell site technology and switch interface systems.

Leadership Role (Verizon Wireless cont.)POC over Rookie Camp*Served as point of contact for technical support rookie group from March to May2008. Duties were to assure that proper training was administered and drive thecustomer experience. Completing 6 coaching sessions per coordinator and drivingimprovement while preparing the coordinators for the floor. While doing so myduties were to also report results to supervisor as well as giving expected course of action for future direction of team.*Experience in leadership role capacity with more than 6 months in stand in supervisor role. In this role I was acting supervisor overseeing coaching, action items while getting the coordinators ready for the floor. Other acting supervisorroles included but not limited to, most recently POC over Mike Ryan's team in tech support in May-June in the same capacity. Also received numerous roles under

Casey Bauer.

Career Connections Staffing

GO2IT Group 2003-2006

*Job duties consisted of designing and assisting with constructing network infrastructures, as well as but not limited to, installing and troubleshooting various POS system software and hardware malfunctions. Job experience also includes installing and or maintenance of various Windows OS, UNIX systems. PC building or

8/3/2019 Help Desk Specialist, IT Professional, Support Desk Analyst

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rebuilding or upgrade, network infrastructure upgrades or built from ground up.

*Contracted depending on the job requirement either individually or as a team tocomplete the task at hand. PC building or rebuilding or upgrade, network infrastructure upgrade or built from ground up.

*Work with crew ranging from 2 to 8 people to communicate efficiently to complete contracted task at hand while communicating with POC offsite.

Teletech 2002-2005

Operations*Assisted in day-to-day occurrences and aiding the operations managers with potential improvements and best course of action as well as producing up to date data for presentation. This position worked as a team and also individually to produce results using systems ranging from ITT, Outlook as well as Microsoft officeto achieve goals in a timely fashion.

Acting SupervisorWhile employed at Teletech, I was also a Pace Setter, acting in supervisor roleover a team between 9 to 14 representatives. This was a sporadic role with duties ranging from attending quality calibration meetings, coaching for success, escalations, implementing action plans and enforcing them, and disciplinary executions as well as staying aligned with my Manager. These opportunities rotated acro

ss the Billing and the PCA department. Various ranges of time in position totalsmore than 19 months of experience in this capacity with the longest stint taking place in 2004 where I was in position for more than 16 weeks.

Preferred Customer Associate*Resolve issues regarding high end account holders not limited to taking care ofspecific issues and request ranging from billing issues and running audits. Duties also included being in direct contact with hub locations where shipments were processed, to locate and adjust individual packages based on case by case situations.*Served as support contact for company website and supply chain solutions. . Other duties revolved around being in direct contact with SPOC of accounts regarding issues with invoices as well as inquiries regarding status of shipments and ed

ucation of varies systems and services available.

Skills /TrainingDevelopmental Leader Training, Public speaking, Oracle, Macintosh, SQL, Microsoft Office (Word, Excel, PowerPoint, Outlook, Access), HTML, Lotus Notes 5.05 & R5client and administrator, Microsoft Exchange, Client Access/As400, Sysco, Act 4.0, Symantec Norton, MS-DOS, Windows 95/98/XP/2000, Professional & Vista, Unix,Macintosh, Windows NT Server, Novell, VPN, Blackberry Unite, Blackberry Enterprise Server, ActiveSync Exchange. Android OS, Windows Mobile.