DARREN ROBINSON
Mebane,North Carolina
Summary
Experienced NOC Tier I Technician with 5+ years at NRTC, specializing in telecom equipment monitoring and troubleshooting. Holds an Associate of Applied Science in Computer Programming, certifications in networking, and proficiency in SQL Server, Active Directory, Powershell, and various programming languages. Skilled in Windows 10/11, LINUX, and ticketing systems like Service Now. Collaborative problem-solver with strong customer support and de-escalation skills. Recent certifications from Google and Microsoft in IT Support and System Administration, eager to contribute technical expertise and enhance skills for added value.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Network Operations Center Technician 1
NRTC Managed Services
Raleigh, NC
05.2021 - Current
- Collaborated with cross-functional teams to monitor affiliate switching, digital, optical, wireless, and associated telecommunications equipment.
- Conducted fault analysis, isolation, and remediation in switching, digital, optical, wireless, and other technologies.
- Effectively troubleshooted and escalated issues in a timely manner, ensuring clear communication throughout the support cycle.
- Played a key role in network, service administration, and troubleshooting.
- Developed and maintained strong relationships with key business stakeholders and partners to identify strengths, weaknesses, and opportunities.
- Managed routine ticket management on time-sensitive problems and escalations within corporate environments.
- Provided ongoing communication to both customer support teams and engineering staff during service outages.
- Demonstrated proficiency in handling tasks with minimal daily guidance
Senior Technical Support Agent
NRTC Managed Services
Raleigh, NC
08.2018 - 06.2021
- Assisted customers with Connectivity and Email technical issues via email, live chat, and telephone.
- Contacted new customers to follow up or sell a particular service, taking inbound customer service queries depending on the project.
- Supported customers with online billing, access, and account issues.
- Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Diligently followed up with customers about existing orders, informing on status, and responding to questions.
- Perform other duties as assigned by management or team leader.
- Provide consultation to customers and ensure 24x7 operational support to maintain SLAs
Education
Associate of Applied Science - Computer Programming
Kings College
12.2016
Skills
- General Knowledge: SQL Server Administration, MS Office proficiency, Active Directory design and maintenance, Azure Active Directory and Azure Active Directory Connect, Lightweight Directory Access Protocol (LDAP), Data Backup, Powershell, Database Applications and Design, IT Customer Support, Call center experience, Technical Troubleshooting, Software Installation, Root Cause Analysis, Kerberos
- Programming : Microsoft Visual Basic, Visual C, C, C, Java, JavaScript, OLE, Net Programming, HTML5, and CSS
- Operating Systems: Windows 10/11, Windows Server 2008/2012, LINUX
- Ticketing Systems: Service Now, Request tracker, iVue Connect and Direct, MACC, Connectwise, NOC360
- PC Knowledge: PC Hardware and Software Repair, Hardware Installation, Troubleshooting and Diagnostics, Hardware and Software Configuration
- Networking: Network Administration, Packet Tracer, CISCO, DHCP/DNS, Ethernet and Firewall Proficient, Network Configuration, OSI Network Layers, TCP/IP, ping, and traceroute
Certification
Google | December 2023 | Professional Certificate IT Support
- Eight-month IT support program, developed by Google, that covers troubleshooting, customer service, networking, operating systems, system administration, and security, and includes hands-on labs
Microsoft | December 2023 | System Administration Professional Certificate
- Professional Certificate offered by Microsoft and LinkedIn. Teaching the career essentials of an System Administrator. As well as covering Network Security and Network Administration.
Timeline
Network Operations Center Technician 1
NRTC Managed Services
05.2021 - Current
Senior Technical Support Agent
NRTC Managed Services
08.2018 - 06.2021
Associate of Applied Science - Computer Programming
Kings College
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