Okele Parks
Raleigh,USA
Summary
Adaptable professional with experience in management and Desktop/Networking technology. Extensive knowledge of the Windows Ecosystem and the ability to help and teach end-users who are having technical issues. While also improving my skills to further help and represent the company in the best way possible. Willing to relocate: Anywhere Authorized to work in the US for any employer
Detail-oriented [Job Title] with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Results-driven Network Engineer with [Number] years of expertise deploying and maintaining LAN and WAN infrastructure. Dedicated technology professional with strong track record of accurately conducting system repairs and troubleshooting. Offering exemplary planning, project management and communication talents.
Forward-thinking Network Engineer specializes in adapting business networks to emerging work realities. Provides secure connectivity for dispersed and cloud-based workforces through careful implementation of VPNs and user management tools. Builds large-scale, flexible networks designed to adapt to changing global business realities.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Tech Support Supervisor
TWN Communications
08.2020 - Current
- Managed a team of tech support representatives
- Handles call escalations.
- Took on escalated tech support tickets.
- Hosted weekly team and individual meetings.
- Monitored live calls to help in real-time.
- Completed call quality for each team member weekly.
- Trained, developed, and supervised employees
- Helped provision VOIP accounts for customers.
- Monitor networks via Solar Winds Orion for latency, packet loss and other related network issues.
- Manage 10-port SG Cisco switches for complex customers.
- Meet with Netops to escalate outages and network issues when the problem looks to be widespread.
- CBRS certified and help field technicians with handling 3GHz Cambium radios.
Tech Support Representative
TWN Communications
05.2019 - 08.2020
- Instruct customers on how to connect their devices to the Internet and set up their routers using both static and dynamic
- Troubleshoot issues with customers when they have slow or no Internet
- Assist customers with paying their bill and finding other information about their services
- Provide excellent customer service while assisting customers with their technological needs
Shift Leader
Dunkin Donuts
02.2016 - 05.2019
- Assisted the manager with all responsibilities and duties, including running the store independently if needed
- Led the team by delegating duties to keep the store running efficiently, maximizing labor potential
- Suggested products and pastries to customers, so they would leave happy and satisfied
- Mediated and circumvented all issues and potential issues in the work place
Education
Associate in Arts (AA) - Information Technology
05-2018
Bachelor's degree - undefined
High School diploma - undefined
05-2015
Skills
- LAN
- Technical Support
- TCP/IP
- Network support
- IPv4
- Network administration
- Data manipulation
- Network latency reduction - Network latency reduction (1-10%)
- Empathy
- Ethernet
- Telecommunication
- IT Support
- Management
- DHCP
- Microsoft Windows
- TCP
- Active Directory
- Account management
- Network Address Translation (NAT)
- Software Troubleshooting
- VPN
- SSL
- Writing skills
- Network troubleshooting
- Solarwinds
- Wireless Access Point implementation
- Computer literacy
- Softskills
- Network monitoring
- Computer science
- Help Desk
- Network Support
- Windows
- Desktop Support
- Communication skills
- WAN
- Network Administration
- Sonicwall
- Android
- Network engineering
- Computer hardware
- Network infrastructure team management - Network infrastructure team management (6-10 team members)
- Great critical thinker
- DNS
- Typing
- When and when not to use jargon
- IP networking
- Router implementation
- IP addressing
- Computer networking
- Supervising experience
- Routing protocols
- IP subnetting
- Calendar management
- IT
- Technical support
- VoIP
- Network management
- Microsoft SQL Server
- Remote Access Software
- SQL
- Reducing network troubleshooting time - Network troubleshooting time reduced (26-50%)
- Team management
- Firewall
- Operating systems
- Troubleshooting
- Customer service
- Technical training
- Software diagnostics
- Incident management
- Hardware diagnostics
- Remote support
- SLA management
- Desktop support
- Network diagnostics
- DHCP/DNS ethernet and firewall proficient
- Analytical thinking
- Technical documents comprehension
- Windows 10
- User support
- Technical issues analysis
- Incident tracking
- Hardware and peripherals
- Customer service expert
- Hardware troubleshooting
- Microsoft office specialist (MOS) expert
- Issue troubleshooting
- Mac systems
- Product knowledge
- Technical troubleshooting
- Hardware upgrades
- Product troubleshooting
- LAN/WAN
- Wide-area networks
- Ticket support system management
- Ticket management
- Issue escalation
- Network configuration
- Microsoft outlook
- Systems analysis
- System administration
- System diagnostics
Accomplishments
- Trained and led technical support teams of more than 10 support specialists.
- Increased number of resolved job tickets by 30% over previous year.
- Resolved product issue through consumer testing.
Certification
- CompTIA A+ April 2018 to Present
- CBRS November 2021 to October 2026 CPIR-ID: CMMP752 Expiration Date: 2026-10-28 CPIR Name: Okele Parks
- Driver's License
Timeline
Tech Support Supervisor - TWN Communications
08.2020 - Current
Tech Support Representative - TWN Communications
05.2019 - 08.2020
Shift Leader - Dunkin Donuts
02.2016 - 05.2019
- Bachelor's degree,
Forest High school - High School diploma,
College of Central Florida - Associate in Arts (AA), Information Technology