Richard Wheeler
Summary
Helpdesk and Technical Support Specialist with 20 years of experience providing Tier 2 and Tier 3 support for internal stakeholders and external customers. Expertise in advanced troubleshooting, proprietary software, and network diagnostics. Committed to achieving service level agreements and enhancing customer satisfaction in remote helpdesk or customer support roles.
Overview
23
23
years of professional experience
Work History
Verizon Fios Customer Support Engineer
Verizon
Syracuse, ny
01.2024 - Current
- Delivered specialized network, hardware, software support to external residential small/medium business customers.
- resolved advanced Fios issues, including router/network configuration (dynamic/static ip configuration, port forwarding, firewall support, connectivity problems, speed degradation).
- Resolved email configuration problems such as spam blacklists, send/receive issues and filters, email server errors on IMAP/Exchange on Outlook, Mozilla, eM client.
- Monitored and ensured compliance with service level agreements, optimizing call times and resolution rates while achieving high customer satisfaction survey ratings.
Internal Helpdesk Support Engineer Tier 3 (Corporate Desktop)
Verizon
Syracuse, ny
01.2015 - 01.2024
- Provided Tier 3 corporate support for troubleshooting Windows/Mac OS, hardware and Verizon software issues for internal stakeholders.
- Resolved critical Windows profile errors by resetting passwords, changing and correcting security access levels and user profile Windows reimaging.
- Achieved target SLAs and resolution rates while consistently receiving excellent customer satisfaction ratings.
Internal Helpdesk Support Engineer Tier 3 (Proprietary Systems)
Verizon
Syracuse, ny
01.2004 - 01.2015
- Acted as the primary resource for Verizon internal representatives and managers, resolving complex issues.
- Specialized in troubleshooting Verizon custom software, telecom software, and internal networking/system issues across Fios call centers and retail stores.
- Performed extensive troubleshooting of hardware and software issues using diagnostic tools to enhance system reliability.
- Achieved target SLAs and consistently received excellent customer satisfaction ratings through efficient call handling and problem resolution.
- Provided technical support for wireless and fiber services to customers.
- Guided customers through onboarding, configuration, troubleshooting devices.
Education
B.S - Computer Science, Accounting
Syracuse University
Syracuse, NY01-2004
A.S - Computer Information Systems, Arts & Humanities
Cayuga Community College
Auburn, NY01-2002
Skills
- Corporate Desktop Support
- Windows and Mac OS
- Advanced software debugging
- Hardware Troubleshooting
- Network connectivity dialysis
- Software Installation
- Resetting Windows Profiles
- Tier 3 Support
- Ticket Management
- Service agreements
- Cause analysis
- Problem solving
- Stakeholder support
- Proprietary Calling Software
- Communication Skills
Accomplishments
- Internal Tier 3 Leadership: Functioned as a Tier 3 resource, successfully troubleshooting custom Verizon software and calling systems for store representatives and call center managers, directly maintaining operational continuity for high-value internal teams.
- Desktop Profile Resolution: Expertly handled highly sensitive Windows profile issues (resetting/reloading) for internal corporate users, ensuring rapid data recovery and minimal downtime for critical stakeholders.
- Small Business & Advanced External Support: Provided specialized support for small to medium business customers, diagnosing complex issues like email blacklists, router configurations, and systemic slow speed issues beyond standard residential support.
- Sustained Performance: Maintained a 20-year career of continuous promotion and progression across diverse and challenging technical support environments (internal helpdesk to external enterprise support), demonstrating exceptional adaptability and technical depth.
Continuing Education
- AWS CCP Certificate, Studying
- TCM Academy's Helpdesk course including linux, powershell, windows/virtual server setup and monitoring, active directory and networking Completed 02/01/26
Military Service
Army, 11 Bravo / 101st Airborne, Sergeant, 01/01/92, 12/31/03, Honorable, Managed a squad of 10 soldiers in Afghanistan.
Timeline
Verizon Fios Customer Support Engineer
Verizon
01.2024 - Current
Internal Helpdesk Support Engineer Tier 3 (Corporate Desktop)
Verizon
01.2015 - 01.2024
Internal Helpdesk Support Engineer Tier 3 (Proprietary Systems)
Verizon
01.2004 - 01.2015
B.S - Computer Science, Accounting
Syracuse University
A.S - Computer Information Systems, Arts & Humanities
Cayuga Community College