Douglas Frain
Lakeland,FL
Summary
Strong worth ethic with wide ranging skillset, from an eclectic background. Capable communicator, adept at engaging customers, identifying issues and simplifying steps to resolve problems.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Advanced Technical Support Specialist
TSOMobile
Lakeland, FL
12.2019 - Current
- Advanced Technical Support for: ∙ GPS, MDVR, APC, CP and Android devices.
- Sys Admin for Mobile Digital Video Recorders
- Sys/Net Admin for Cradle Points
- Project Manager – server migrations, fleet upgrades
- Field Services coordinator
- Provided technical support to customers over the phone and through email.
- Configured, tested, and installed hardware and software systems for clients.
- Performed troubleshooting of network connectivity problems.
- Created documentation for new IT processes and procedures.
- Assisted with system upgrades, maintenance, and patching activities.
- Monitored performance of networks to ensure proper operation according to specifications.
- Trained users on use of hardware and software products as well as other IT related topics.
- Diagnosed system failures or bugs and determined source of problem.
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Inspected equipment and read order sheets to prepare for delivery to users.
- Supervised and directed workers engaged in installation of data communication equipment and software.
Technical Support Specialist
Convergys - contracting w/Dell
Tampa, FL
11.2016 - 12.2019
- End user support for ALL Dell and Alienware products.
- Provided comprehensive technical support to customers via telephone, email and chat.
- Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
- Diagnosed system problems using remote tools to access customer machines.
- Assisted in the development of technical documentation for internal use by IT staff members.
- Conducted tests to identify malfunctions in hardware or software systems.
- Responded promptly to service tickets submitted by users experiencing technical difficulties.
- Tracked customer requests from initial contact through resolution.
Education
AS in Computer Information Systems -
Remington College
01.2005
CPCNA -
Cradlepoint
Skills
- IT, SDLC and QA principles
- Management
- Problem-Solving
- Project Management
- Writing, Editing, and Proofreading
- Remote Technical Assistance
- Remote Desktop Services and Support
- Troubleshooting and Diagnosing
- Account Management
- Systems Analysis
- Performance Testing
- Technical Documents Comprehension
Certification
- CPCNA
References
References available upon request.
Timeline
Advanced Technical Support Specialist
TSOMobile
12.2019 - Current
Technical Support Specialist
Convergys - contracting w/Dell
11.2016 - 12.2019
AS in Computer Information Systems -
Remington College
CPCNA -
Cradlepoint