Microsoft Office
Ben Cress
Telecom Admin, CCNA
Abilene,TX
Summary
Goal-oriented telecommunications professional with a quality-driven approach, a consistently positive attitude, and an eagerness to grow.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Telecom Admin
Warren Equipment Company
Abilene, Texas
08.2017 - Current
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
- Built and maintained a PRTG database for server and network device health reporting.
- Worked with Cisco Call Manager, CCX, and Finesse to set up user phones, voicemails, call scripts, and call center configurations.
- Oversaw the upgrade and implementation of conference room hardware and software.
- Performed switch and router upgrades and maintenance.
- Assisted the senior engineer with Hypercore SIP imports, Fortinet firewall implementation, Symmantec Endpoint install and removal, FortiEDR client configuration, and more.
- Worked with Cisco wireless lan controllers to ensure coverage and uptime at all locations.
PC Support Tech II
Warren CAT
Abilene, TX
08.2013 - 08.2017
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Configured hardware, devices and software to set up work stations for employees.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
IT Support Specialist
Quadrivium
Abilene, TX
01.2010 - 08.2013
- Provided managed IT service to over 50 small to medium businesses in a few hundred mile area.
- Implemented creative and budget effective hardware and software solutions to client problems
Helpdesk Support Engineer
Dr. Tom's
Abilene, TX
01.2008 - 01.2010
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Performed tests of functionality, security and performance of different workstations and devices.
- Answered incoming calls from residential and small business customers on Microsoft and Mac products.
Geek Squad Field Agent
Best Buy
Abilene, TX
01.2005 - 01.2008
- Assisted in-store customers with all PC issues
- Performed in-home PC installation and troubleshooting
Education
High School Diploma -
Cooper High School
Abilene, TXSkills
Cisco proficiency
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
CCNA
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Software
Symmantec EndPoint
FortiEDR
Malwarebytes EndPoint
MimeCast
Symmantec Ghost
Solarwinds
PRTG
Cisco Call Manager
Cisco Finesse
Jabber
Zoom
WebEx
VMWare
GoToAssist
LogMeIn
Windows 10, 8, 7, Vista, XP, 2000, 98, 95
Wireshark
MRemote
CAT specific applications (ET, SIS, Inspect)
IBM Lotus Notes
Timeline
CCNA
08-2020
Telecom Admin
Warren Equipment Company
08.2017 - Current
PC Support Tech II
Warren CAT
08.2013 - 08.2017
IT Support Specialist
Quadrivium
01.2010 - 08.2013
Helpdesk Support Engineer
Dr. Tom's
01.2008 - 01.2010
Geek Squad Field Agent
Best Buy
01.2005 - 01.2008
High School Diploma -
Cooper High School
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