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Billy R Stephens
11690 Owl PL
Falcon, CO 80831
Alorica / Samsung mobile
Tier I Support
Jan 2016 to present
Multiple mobile and tablet platforms in Samsung product line from set up advanced trouble shooting. Handling escalations and making sure the customers first time issue is resolved even if I have go over my bounds of support. And making sure the customer is transferred after all troubleshooting has done. Trouble shooting Mobile and Wi-Fi networks. Email setup even if its encrypted or not. Setting up devices for disabled and mentally impaired making sure the customer has a very good customer experience. Teaching the customer how to operate their device in the way there meant to be operated
Customer support Tier 1 Support
July 2015 to Dec 2015
Trouble shoot broadband connection test and reestablish broadband networks. Remote into the customer’s computers. Set up email clients transferring customers to the right support people. Set up records and deescalate calls if needed use the tools that the company gives me to help the customer. Using wikis excellent customer service, setting and troubleshooting Wi-Fi. Help connect customer electronics items to hook up with the Wi-Fi. Cell phone, tablet, laptops and gaming systems. Trouble shoot wiring on Ethernet Wi-Fi systems and determining conflicts in the customer network. Experience with business and residential services. Helping other team mates when they need help.
Network Trouble shooters
May 2008 to July 2015
Responsibilities Test and reestablish on new or old network systems. Testing and running cabling. Set up home and business networks. Troubleshooting and fixing desktop and network. Handled Customer complaints on the phone, Messenger or text. System security checks and virus and malware removal. Repair and trouble shoot flat screen TV's. Experience with fiber, Cat 6 &5 cable testing and installing.
Accomplishments repaired and fixed a college coed dorm network Wi-Fi. Tested and replaced cabling. Setup and installed voice over IP phone systems. ( VoIP ). Did a merge from windows xp to 7. For two industrial plants. SKILLS SUMMARY: Experience with running Cat 5 cable. Running Windows server 2000 thru 2008. Cisco routers . Window Xp thru 10. Linux Fedora 12, Debbian and Linux Mint
AREAS OF Troubleshooting Pc Maintenance Pc Repair
EXPERTISE Virus removal Component Repair Precision Measuring Equipment Installing Servers Team Leader VM Player
Microsoft Office Excel Power point
Installing network Printers Safety Printer installing
United States Navy
Virginia Beach, VA
September 2007 to April 2008
STRIKE FIGHTER SQUADRON ONE ZERO SIX, CORROISION CONTROL TECH • Maintain and repair corrosion discrepancies on F-18 Aircraft • Kept detail computer records of specialized tools and hardware. • Highly productive and motivated. Excellent working knowledge of job. • Assisted the command petty officer with issuing, inventory and disposal of hazardous material. • Coordinates scheduled and unscheduled maintenance performed on aircraft. • Maintain current deferred discrepancy information to ensure timely repair of these discrepancies. • Notify appropriate maintenance management of any incident or accident involving company equipment or personnel.
Fork lift 12 yrs. experience
Corrosion control Petty Officer
United States Navy
March 2002 to September 2007
Special tools manager, up keep of 12 million dollars’ worth of tools.. • Paint Technician • Aircraft wing inspector. • Up keep of 12 million dollars’ worth of specialized tools Managed, inventoried and upkeep. • Had a lot of experience many different military aircraft.
Associate Degree in Computer Science
ITT Technical Institute -
Structural Mechanic School
2006 to 2007
Naval Aviation Technical School -
2002 to 2002
Aviation Structural Mechanic School
Support for and troubleshooting and backup of business client’s servers; Network & desktop hardware and software support. Plan, implement and support existing WAN/LAN environments. Analyze & resolve technical issues with established and new networks. Document and record network problems and resolutions for future reference.
SKILLS SUMMARY: Experience with running Cat 5 cable. Running Windows server 2000 thru 2008. Cisco routers. Window Xp thru 10 . Linux Fedora 12, Debbian and Linux Mint AREAS OF Troubleshooting Pc Maintenance Pc Repair EXPERTISE Virus removal Component Repair Precision Measuring Equipment Installing Servers Team Leader VM Player Microsoft Office Excel Power point Installing network Printers Safety Printer installingly 2015 to Dec 2015