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October 3rd, 2009


Just Me

* S I G H ! *

Posted on 2009.10.03 at 17:43

Jonathan Andrew Sheen

38 River Road, Lot 3
Pepperell, MA, 01463-1623
Phone (978) 407-7403
E-Mail: jsheen@leviathanstudios.com

Objectives: To broaden my experience and continue to grow as a Customer Service Professional.

Skills:

  • Over twenty years of Customer Service and Technical Support experience
  • First-rate troubleshooting skills
  • Excellent written and verbal communications skills
  • Trained in Bank Secrecy Act and Fair Debt Collections Practices Act

Experience:

Early Stage Collector February, 2009 - September 2009
Digital Federal Credit Union 220 Donald Lynch Boulevard, Marlborough, MA 01753

Made outbound collections calls to Credit Union Members whose debts were 0 to 45 days past due, finding and resolving internal problems leading to delinquency, and helping members plan and schedule payments to bring loans up to date.

Member Service Representative May, 2008 - February, 2009
Digital Federal Credit Union 220 Donald Lynch Boulevard, Marlborough, MA 01753

Provided call-center support for all manner of banking products and services in a fast-paced environment to credit union members. Tracked and resolved member issues including banking errors on Credit Union’s part, misapplied deposits and payments, guidance in planning for future financial goals and assistance in solving current problems. Guided members in use of Credit Union’s web-site and cross-sold financial products and services.

Technical Support Representative April, 2004 - February, 2008
ProSpeed.Net 71 Spit Brook Road,. Suite 310, Nashua, NH 03060

Provided phone and e-mail technical support to DSL and T11 customers, helping customers configure and install TCP/IP software, e-mail client software, and connectivity equipment such as routers. Troubleshooting connectivity problems, assisting both staff and customers with file management, etc.

Performed system administration tasks on Unix and Windows-based Servers, using web-based "Webmin" interface. This included management of BIND DNS server, Sendmail mail server, Dovecot POP server and others.

Performed testing and troubleshooting of T1 circuits and handled reception of circuit turnovers from Telcos, testing and evaluating T1 servers via an ASC connectivity device.

Performed testing and troubleshooting of DSL circuits through Turnstone connectivity and testing device, and configured DSL connections on Copper Mountain and Paradyne DSLAMs.

Technical Support Representative November, 2003 - April, 2004
Dynamic Network Services, Inc. 1 Sundial Ave. Suite 301, Manchester, NH 03103

Responded by e-mail to technical support queries for a provider of Dynamic DNS Services, usually resolving problems with a single response. Learned the use of the RT ticketing system in the course of these duties.

Community Support Manager April, 2002 - November, 2002
AlphaBreeze Technologies, Inc. 76 Summer Street, Suite 025, Fitchburg, MA, 01420

Manager of Technical Support for small regional Internet Service Provider. Also designed logo and corporate identity materials for that ISP, and created marketing material, including designing advertisements, creating flyers and lobby cards. Negotiated provision of dial-up PoPs for ISP, and usenet news service from outsourcers.

Gained moderate proficiency in Adobe Pagemaker as a result of the marketing work above.

Commercial Operations Specialist June 2001 - September 2001
RCN 313 Boston Post Road West, Marlborough, MA

Contact point for high-speed internet customers, with circuits including ISDN, DSL, Frame Relay, T1 and T3 circuits. This involved troubleshooting, managing trouble ticketing with a variety of telephone companies, and configuration of Cisco, Netopia, Flowpoint, and other routers.

NOC Operator June 1999 - May 2001
RCN 313 Boston Post Road West, Marlborough, MA

Working in Network Operations Center for major East Coast Internet Service Provider.
Responsibilities included using network monitoring tools such as NOCOL, HP Open View, TKINED, NetCool, and others, and configuration of those tools.
Duties also included troubleshooting on routers including those manufactured by Cisco, Proteon, Netopia, and others, as well as Network Access Servers such as Ascend TNT and Livingston PortMaster.
Successfully completed Cisco's "Interconnecting Cisco Network Devices" training course through Global Knowledge corporation, and training from Lucent Corporation on the Ascend Max TNT.

Lead Technical Support Representative September 1998 - May 1999
NET1Plus 119 Massachusetts Avenue, Lunenburg, MA 01462

Led small Internet Service Provider's Technical Support Department, including four Technical Support Representatives.

HTML Programmer March 1998 - September 1998
UltraNet Communications, Inc. 313 Boston Post Road West, Marlborough, MA 01752

Created web sites for commercial customers, including HTML code, CGI Scripting, and graphics manipulation.

Software used included Adobe Photoshop, Paint Shop Pro, Net Objects Fusion, MicroSoft Front Page, and Windows Notepad.

Technical Support Representative March 1996 - March 1998
UltraNet Communications, Inc. 313 Boston Post Road West, Marlborough, MA 01752

Provided phone and e-mail technical support to customers, and assisted in management of UNIX-based system, including adding and removing accounts, helping customers configure and install TCP/IP software, troubleshooting connectivity problems, assisting both staff and customers with file management, etc.

Co-created the UltraNet Technical Support Training Manual, and web guides for a number of connectivity issues, including configuring Windows NT 3.5.1.

Successfully devised and tested a connection strategy for Bentley College's Virtual Private Network, and created documentation for implementation of it in Windows 95.

Technical Support/Assistant Systems Administrator October 1995 - February 1996:
intuitive information, incorporated
iii.net
, an Internet Service Provider

(No address: defunct)

Provided phone and e-mail technical support to customers, and assisted in management of UNIX-based system, including adding and removing accounts, helping customers configure and install TCP/IP software, troubleshooting connectivity problems, assisting both staff and customers with file management, etc.

February 1995 - October 1995:

Various Temporary Assignments, including:

Applix Software Westborough Executive Park, 112 Turnpike Rd., Westborough, MA 01581

Tech Support Call Dispatcher

First Point-of-Contact for technical support department, taking detailed descriptions of problems and routing calls to Support Engineers.
(Two separate assignments, the second by specific request of Director of Tech Support)


References:
Available Upon Request

A Microsoft Word document of this resume is available here.


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