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Leah j. wagner.docx

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Leah j. wagner.docx

  1. 1. Leah J. Wagner leahj@zoominternet.net 1030 Eagle Dr. #409 Akron, Ohio 44312 330-610-2498 Cellular PROFESSIONAL SUMMARY I am a true leader in the Technology Industry, result oriented, conscientious & flexible. Committed to the goals of improvement & excellence. I have devoted 25 years to the Telecommunications/Technology/Network/GPS Industries. My experience and knowledge gained from this course of my life will be a true asset to your Company. I offer knowledge from a Mainframe, HP, Escala background as well as being PC literate. I have coordinated support teams, trained new teammates, and prepared documentation for presentations as well providing an outstanding coaching environment.  Training, Development & Coaching  Leadership Management  Cross Functional Teams  New Product Testing  Technical Support Wireline & Wireless  Superior Customer Service Leader  Microsoft Office  Manager  Process Control  PC Proficient  Process Improvement  Automation/Dialer  Task Documentation/Presentations  Go To Assist  Network Infrastructure  Scan to PC, Email, Server, FTP/SMB  Authentication/Encryption, Email Servers  Driver Deployment/Configuration  Innovator  Productivity Leader  ACD Monitoring CCC- NETWORK ENGINEER Currently working in my field of desire, providing network support in a helpdesk environment. Installation of drivers and configuration, assisting outside IT support with deployment and implementation. Identification of networks assisting IT with assuring proper network configuration. Specializing in Xerox products with additional knowledge of Ricoh & Sharp & HP. Assist with the set-up of this equipment and providing troubleshooting skills to solve issues with scanning, printing, user accounts. Proper configuration of work/private/home networks. The ability to assist clients via remote sessions using Team Viewer and GoToAssist. Full understanding of DHCP/Static addressing. Configuration on PC’s to enable the ability of sharing files. In-depth knowledge of proper configuration of anti-virus to permit sharing and scanning. Port configuration. Active Directory and permissions. APPLICATION SUPPORT COORDINATOR II With great success in the sales field arena, I was asked to implement and guide representatives with scripts I drafted, and I have the skills to help a representatives feel relaxed with what they are presenting. Implemented spreadsheets from Excel designed to capture daily statistics and automatically compile into quarterly and annual reports. During the acquisition of Nebraska & Kentucky territories, I was appointed as the main point of contact. Due to my abilities, I provided the utmost in quality service and fast resolution. In addition, I have received recognition for the superior customer service delivered. Identified a major problem within the database (CPU usage being maxed) due to the addition of several hundred users. Devised a plan to run release script which was only run once in a 24 hr period. The script ran every 30 mins. Long Term fix: added 3 HP’s with a load balancer to distribute users evenly. Reduced support queue calls, from 30-40 in queue, to 8-10 with a decrease in hold time of 60%.
  2. 2. Overload on ACD system during major outage. Implemented front end voice message for users to review a list of current system outages. Further reducing the support call queue. Set-up of distribution list within Excel and Outlook. Outdated listings and contacts was a very large problem for getting notifications out. With a Team of 4, recompiled information, adding correct information such e-mails and phone numbers and convenient drop downs. Protection was also implemented with this information to prevent alteration of data. Current Accomplishments Associates in Network Systems Administration, continuing with education in Bachelors in Cyber Security. SQL, Active Directory, Server 2008 l, ll , Visio, Cisco Routers, Physical Networking, Linux, Exchange Very dedicated individual who takes each step in life seriously. Perseverance is a word for which I live by. EMPLOYMENT HISTORY 7/15 to current ComDoc CCC Network Engineer Active Directory, Configuration, DHCP/Static addressing. Domains/Domain Controller. SMTP, Anti-Virus, Technical support to IT support. Port Assignment, Directory/Path scans in a server environment. Proper configuration of switches, routers, access points. 4/04 to 1/14 Website Design/Consulting, Discrete GPS Software Technology Supported Websites, SEO, Consultant, Analytics, E-Commerce Computer Repair, Diagnostics Domestic/International Shipping Inventory Control, Billing, Contracts, Office Manager, RFP’s 1/95 to 3/04 Alltel Communications Application Support Coordinator II Technical Support Specialist/Roaming Specialist Technical Services/Credit-watch Customer Care 6/83 to 1/95 Jerry’s Construction Company Office Manager, Accounts Payable/Receivable Installation, Contracts EDUCATION ITT Technical Institute Youngstown, OH Associates of Applied Science Degree in Network System Administration Bachelors in Cyber Security. Mahoning County Joint Vocational School & ITT Technical Institute Canfield, OH Drafting & Engineering Western Reserve Berlin Center, OH Diploma

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