Frederick Dunbar
Richton Park,IL
Summary
Experienced Technical Support Representative with strong background in resolving complex technical issues, enhancing operational efficiency, and optimizing customer satisfaction. Exhibit adeptness in software troubleshooting, network configuration, and IT service management protocols. Demonstrated ability to guide clients through step-by-step solutions while maintaining high engagement levels. Proven capacity for proactive problem-solving, critical thinking, and strategic planning contributes to improved business productivity.
Overview
25
25
years of professional experience
Work History
Senior Field Technical Support Representative
Black Box Network Services
Chicago, Illinois
11.2014 - 10.2021
- Regional Team Lead supporting the Bank of America account
- Provided data and network support to Bank of America maintaining and supporting all LAN/WAN networks
Senior Field Technical Support Representative
Hewlett-Packard
Chicago, IL
08.2008 - 03.2014
- Led regional team supporting Bank of America account across four states with nine technicians.
- Managed projects and incidents affecting data center, server farm, 14 buildings, and over 6,000 associates.
- Provided on-call support for network outages impacting WAN/LAN, VoIP, wireless, and trading technology.
- Serviced monthly average of 300 moves, adds, and changes (MAC) tickets efficiently.
- Developed staff through ongoing knowledge transfer and training initiatives.
- Reviewed network change records to ensure accuracy and compliance with quality standards.
- Collaborated with project managers, engineers, clients, and vendors throughout project lifecycle.
- Implemented network tools program with Fluke Networks, resulting in global support contract.
Network Technical Support
Bank of America
Chicago, IL
03.1997 - 02.2003
- Provided data and network support to Bank of America maintaining and supporting all LAN/WAN networks
Skills
- Network troubleshooting and support
- VoIP and data management
- Hardware configuration
- Customer relationship management
- Problem solving and analysis
- Effective communication skills
- Attention to detail
- Team leadership
Certification And Education
Certified Cisco Network Associate, 2011
Technology Hardware Software Vendors
Cisco 6500, 3750, 3560 switches, 2800, 2910, 3700 routers, 1200 AP and bridges, Avaya G450s, Cisco IOS, Windows, Putty Telnet/SSH Client, TCP/IP, EIGRP, OSPF, BGP, MPLS, Frame Relay, Layer 2 and layer 3 LAN, 802.11 a/b/g WLAN, Network Cabling (cat3, cat5(E), cat6(E)), RJ45 / RJ11 / 110 / 66 Termination, Coaxial F81 / BNC Termination, Fiber Optic Connections (SC, LC, ST, FC, etc), Microsoft Windows 7 and 8, Office, Word, Excel, PowerPoint, OneNote, Project, Visio, ATT, Verizon, Sprint, Black Box, Prime Electric, CBRE, Broadwing, Level 3
Specialties
Pinpoints root cause of problem and generates effective and appropriate solution in high-stress, high-volume environment, Establishes and maintains rapport with individuals of diverse backgrounds and experience levels. Knowledgeable, dedicated, detail oriented, fantastic memory, driven to get the job done right the first time
Timeline
Senior Field Technical Support Representative
Black Box Network Services
11.2014 - 10.2021
Senior Field Technical Support Representative
Hewlett-Packard
08.2008 - 03.2014
Network Technical Support
Bank of America
03.1997 - 02.2003
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