elliot werner

Setup and maintained new and existing networks, providing full IT support for small to medium sized businesses throughout the valley, with numbers of users ranging from 5 to 150 per client. Installed and configured a wide range of items including servers, desktops, notebooks, tablets, smartphones, switches, routers, wireless access points, scanners, printers, and webcams. Interacted with clients in person, over the phone, and via remote connection. Effectively communicated issues and resolutions with users of all levels of technical skill. Administered servers using active directory, exchange, dns, rdp, rww, group policy, and SharePoint. Provided user support for general desktop application issues (MS Office, IE, Firefox) and for specific line-of-business applications, learning each application as needed. Performed database maintenance utilizing SQL and MySQL. Recommended and setup back-up systems with local disk, online, NAS, and external usb hdd systems. Documented issue and all actions taken for solution in ticketing system, and closed tickets for billing in a timely manner.

Provided technical support for AT&T's Uverse IPTV and high speed internet services. Received incoming calls from customers and installation/repair technicians in the field. Assisted field technicians with pre install checks, troubleshooting connectivity issues, and replacing equipment when necessary. Worked with customers providing technical assistance on issues relating to logging into online account, configuring web browsers, installing anti-virus software, setting up POP3 email accounts, programming remote controls, and correcting home theater equipment settings. Worked directly with other departments to correct system related issues preventing any installation or repair work from taking place. Utilized all tools and resources available to get the customer's service up and running with minimal downtime.

Worked as a level 2 technical support representative supporting Dell XPS notebook and desktop systems. Worked with users of all levels of computer ability. Troubleshot and repaired hardware and operating system software related issues including but not limited to; networking and internet connectivity issues, spyware/virus detection, MS Office compatibility, installing and upgrading operating systems, and walking customers through basic hardware diagnosis/repair steps. Dispatched replacement hardware and onsite technician only when necessary. Helped customers resolve escalated and reoccurring technical problems, while maintaining overall customer satisfaction.

Assisted students, professors, and staff with technical assistance and education of online systems utilized to attend the University of Phoenix. Interacted with users over the phone, via email, and through screen sharing sessions. Provided students with assistance on any technical issue preventing them from being able to access the online classroom or complete assignments. Assisted professors with submitting online documents, accepting courses to instruct, setting up assignments and the grade book, and corrected issues with submitting grades. Worked with staff members to resolve issues preventing applications from being processed. Earned the title and responsibility of team QA “Champ” by consistently exceeding QA expectations. Met with QA on a bi-weekly basis for agent call collaboration meetings. Instructed team members on methods and techniques to better QA scores that assisted in a 12% increase of team scores over a three month period.

Responsible for the day-to-day operations and maintenance of the Maricopa county prison inmate telephone systems. Upgraded equipment, software and hardware, as needed to be compliant with FCC regulations. Responded to trouble tickets for problem phone lines. Analyzed, troubleshot, and corrected issues by; testing lines at various points with butt set, re-punching lines or running new lines between 66 blocks, replacing voice recognition processing cards, and escalating external issues to the appropriate vendors. Ran database queries and completed reports for detectives detailing the activities of select inmates. Continually advised county officials on ways to tighten telephone security within the prisons.