This resume summarizes Raymond T. Washington's qualifications for a network administrator or IT support role. He has over 15 years of experience in technical support roles at AT&T Mobility and DeVry University. His skills include Windows and Linux administration, hardware and software support, troubleshooting, and customer service. He has a degree in Network Systems Administration from DeVry University.

1. RAYMOND T. WASHINGTON
794 TULIP POPLAR WAY
LAWRENCEVILLE, GA. 30044
770-344-9929 / ZIONICR@GMAIL.COM
PROFESSIONAL SUMMARY
Highly motivated Network Administrator/IT Support Specialist with over 15 years of
experience. Extensive computer hardware/software knowledge, customer service
involvement, and proactive in troubleshooting to resolve various technical issues.
QUALIFICATIONS
• Strong Problem-Solving Ability • Leadership Skills
• Dedicated to Process Improvement • Team Contributor
• High Customer Service Standards • Windows Administration
• Windows/Linux Shell Scripting
• 3rd
Tier Mobility/Adv. Data Support
• Performance Tracking/Evaluation
• Hands-on Hardware/Software
Support
PROFESSIONAL EXPERIENCE
Senior Specialist/Product Management Center – AT&T Mobility, Atlanta, GA (September 2010 –
Present)
•Serves as 3rd level point of escalation regarding problem resolution for wireless
consumers/business users with incubated data products, ATT internal departments such as Tier II
Technical Support, Consumer Data Support, Customer Care, etc.
•Assists customers with account registration & login processes for services such as MyATT,
ATT Locker, 3g Microcell, etc.
•Utilizes network monitoring & customer account management tools (TORCH, Geolink,
Telegence, Clarify, ATT & Apple GSX Remote Support Access tools, etc.) to diagnose &
resolve voice/data/billing service problems
•Evaluates & troubleshoot connectivity issues with network hardware devices such as the 3g
Microcell, MiFi portable hotspot, Wireless Home Phone/Home Base, & USB aircards via PMC
Test Lab
•Creates Clarify escalation tickets and perform status follow up with customers
•Corresponds with internal departments as well as representatives from companies such as
Apple, Samsung, & HTC, to resolve customer issues
•Performs call/incident tracking through ATT Universal Tracking client to gather statistical data
•Collaborates with PMC Care & Floor Support personnel, via Smart Chat client/Q Enterprise
Messenger, to investigate developing trends regarding service activation failures, network
outages, & new product/software debugging
IT Helpdesk Support – DeVry University, Decatur, GA (May 2009 – September 2010)

2. •Assisted in the installation, setup, image ghosting, and maintenance of DeVry University
classroom network equipment
•Maintained, diagnosed & supported various business application/workstation needs for DeVry
University Deans & administrative staff
•Provided support for up to 23 DeVry University students during open lab sessions with software
and workstation related issues
Academics Front Desk Receptionist – DeVry University (November 2007 – May 2009)
•Served as point of contact for students, staff, and faculty with finding appropriate departments
for academic related issues
•Assisted students with general academic, registration and financial aid inquires
•Performed daily maintenance on registrars class roster database & new student enrollment
calendar
•Alerted appropriate faculty to any problems professors/deans may encounter
IT Administrator – Evelyn’s Family Daycare, Capitol Heights, MD (May 1996 – October 2006)
•Oversaw the daily IT operations of a Family Daycare facility which included on-call technical
support services, digital business transaction security, record keeping, and computer-based child
development/entertainment software management
•Designed and implemented a business Ethernet LAN for client that allowed file and internet
sharing among four wired and wireless hosts running Windows XP operating system (w/ various
support applications), increasing business productivity by 75%
•Diagnosed and resolved PC related problems such as POST/BIOS startup issues, hardware
failures, device driver conflicts, viruses, and other symptoms by interpreting on-screen error
messages and beep codes
EDUCATION/TRAINING
Associate of Applied Science in Network Systems Administration, DeVry University
(Graduated w/ Honors – June 2010) GPA: 3.83
PROFESSIONAL ASSOCIATIONS
Epsilon Delta Pi – Alpha Zeta Chapter
Computer Science and Telecommunications Management Honors Society (member since 2009)
ACCOMPLISHMENTS
o Completed hands-on lab projects:
•(ranked in top 3% of class) configuring Cisco 2621 routers utilizing proper Cat5,
rollover, and DTE/DCE cabling, followed by using the command-line interface to enable
host-to-host communication over LAN and site-to-site communication over WAN
through routing protocols such as RIP, OSPF, EIGRP, and TCP/IP
•(ranked in top 3% of class) configuring Cisco Catalyst 1900/2960 switches utilizing
proper cat5 cabling and using the command-line interface to ensure effective data
transfer through OSI layer 2 frame encapsulation and transfer
•(ranked in top 2% of class) performing Windows Server 2003 administration by
creating Active Directory user and object accounts, assigning security permissions and
rights, and placing or arranging objects into groups and OUs accordingly
•(ranked in top 2% of class) using Linux Fedora to add users and groups, configure
DHCP, NFS, and DNS servers, configure system security, and used BASH shell
commands
•(ranked in top 2% of class) implementing and configuring a VoIP network using
AsteriskNOW software, in addition to successfully completing PBX implementation
projects over LAN using 3COM NBX server, IP phones, and proprietary software