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Mik-ko Hanks
Atlanta, GA
currently: Job hunting
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Work history
Tier 1 Tech Support
tags:
cisco voip webhosting vpn
How would you describe your time at cbeyond communications?
Maintain ACD availability to answer all incoming customer calls in queue with appropriate opening script, customer identification, Average Talk and Wrap Up time objectives. Resolve routine Trouble Tickets, including but not limited to E-mail, voicemail, auto attendant, Web Hosting, and browser configurations. Troubleshoot advanced product or service issues, including but not limited to DS1 transport, PRI / CAS / FXS telephony, and DNS with proper escalation as necessary to achieve optimal trouble resolution times. Responsible for handling customer calls with a positive problem-solving attitude. Properly document in OSS system call purpose and resolution.
Complete every call with appropriately setting customer expectations for issue/problem resolution time frame and notification. Properly code trouble tickets using Ticket classification Guidelines. Utilize online resources such as Cbeyond Online and the Knowledgebase to resolve customer troubles. Actively participate in training classes for new products and services.
Consult with Tier II or supervisor as needed for problem resolutions. Perform additional duties such as; data analysis, project management, reporting.
Provided input for troubleshooting scripts and diagnostic tools
.... 
Tier 2 Technical Support
tags:
help desk analyst tech suppor...
How would you describe your time at Verso Technologies?
My responsibilities include but are not limited to:
Provide level 2 inbound and outbound technical support/ customer service for the hospitality industry.
Provide support to clients via emails, chats and ticketing systems.
Configure, manage, and support internet routers, gateways, and servers.
Configure and Troubleshoot VPN connection issues
Configure, manage, and support WAPS and Switches.
Provide Wireless, Ethernet, DSL, Cable and Dialup technical support
Work in a fast-paced call center environment
Identifying/isolating reported problems with hotel and end-user hardware or software
Resolve issues that are not limited to installations, configurations of product/hardware software.
Manage proprietary Company built outage board and bulletin board.
Perform escalation audits and QA?s.
Manage and Update Training Manual for certain clients.
Assist and provide training for new clients.
Provide customer service and technical assist to level 1, account managers, supervisors, and vendors/clients.
Take, control, and resolve complicated situations/issues with escalated tickets
Act as Acting Supervisor when needed.
Also perform Level 1 related duties when needed.
Provided Mentoring and coaching for level 1 agents...
Master Tech
tags:
cable & satellite
• dsl
• winxp
• osx
• broadband internet access
How would you describe your time at Earthlink?
Worked in a team of 10 technical support professionals covering 50 states
Responsible for over 5 million individual and cooperate accounts
Handled calls pertaining to Earthlink?s high speed product line including Cable modern, and ADSL technologies
Resolved issues using my problem-solving skills in accordance with the company policy
Assisted the Broadband Support Team with account maintenance and set-up
Participated in several special project dealing the planning and implementation
Educated customers with technology question and concern
Customized networks solution to fit customer?s requirement
Delivered an unmatched level of quality and assisted in network validations
-...
Military Police
tags:
military police
• law enforcement
• air base ground defense
• mp
• air force
• usaf
How would you describe your time at United States Air Force?
Provided armed security response to restricted and controlled areas
Served as information liaison for air force and to the public
Assisted Air Base Ground Defense for DOD installations
Responsible for the entry and exit into multi-million dollars space launch
Tracked satellite facilities in accordance to the Federal regulations
Consulted with assigned military personnel on security issues...
Mik-ko's Network
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Senior Recruiter ...,
Ciber
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>> See all contacts (2)
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