1. Work Experience
Comcast
Tier Two Ticketing Support
Puyallup, WA
November 2008 to August 2016
My job changed over the years. Initially, I worked in the porting
department.The number ports that went correctly would never be
seen. Instead, my department was responsible for solving porting
problems, or the “fallout.” I would work together with other carriers
to solve complexbilling,accountand rate center issues.Imanaged
and followed carrier porting rules and was quite successful,
ensuring thatthe porting process was seamless and transparentto
the customer. Then, I went to a department that instead of
submitting the ports, we managed them. Made sure that porting
policies were followed. We cancelled or rescheduled installation
appointments if the customer was never put through the porting
verification process, or failed to confirm their addresses with
emergency services. Finally, I was a member of the Tier Two
Ticketing Support team. I would troubleshoot and solve technical
issues, I provisioned services with both the Internet and VOIP
products.I would resolve technical issues thatinternal employees
had with the order entry, billing or customer managementback end
systems.I also would occasionallywork with customers to resolve
desktop, browser or company equipment issues.
Sprint/Nextel
Customer Care Representative
Bremerton,WA
October 2004 – November 2008
I handled manyareas of customer support.I fielded billing issues,
porting requests, technical support and even International
coverage support. I would methodically resolve most technical
issues customers would have. Occasionally, the resolution would
be equipment replacement, and I would handle the sale. Solving
customer problems from end to end, seeing through from the
beginning of the call to resolution.
SafeHarbor Technology
Technical Support Representative
Satsop,WA
June 2000 – August 2001
Outsourced customer support call center. I supported enterprise
and SOHO firewalls (Watchguard). Often helping customers to
reconfigure their networks, configuring DMZ areas to enable
servers to be accessible to the public. I resolved issues with
inbound/outbound firewall rules.
Dominic Leland
5630 Sun Valley BLVD #26
Sun Valley, NV 89433
Cell: 253-389-5016
Certifications
CompTIA A+
February 2016
Microsoft Technology Associate
August 2014
Microsoft Certified Professional
August 2014
CIW Web DesignSpecialist
August 2014
CIW Web Foundations Associate
April 2014
Note:
BS Degree - Information Technology
Networking - In progress - To be
completed approximately2018
Education
AA in Journalism and English
Grays Harbor College
Aberdeen, WA
1991 - 1994
General High School Diploma
Yelm High School
Yelm, WA
1984 - 1988
Microsoft Certified Professional
August 2014
CIW Web DesignSpecialist
August 2014
CIW Web Foundations Associate
April 2014
Education
Linux (10+ years), Windows (10+
years), Windows XP, Windows 7,
Windows 8, Windows Vista, TCP/IP,
Customer Service, Technical Support