Case 2:17-cv-00517-JRG Document 46-12 Filed 12/29/17 Page 1 of 7 PageID #: 577
`Case 2:17-cv-00517-JRG Document 46-12 Filed 12/29/17 Page 1 of 7 PageID #: 577
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`Case 2:17-cv-00517-JRG Document 46-12 Filed 12/29/17 Page 2 of 7 PageID #: 578
`Case 4:17-cv-00696-ALM Document 27-4 Filed 12/07/17 Page 1 of 6 PageID #: 199
`@mzlflflflavaflfi/I Wtfiw Pfiilfiflflfltfiflfi7 W£@€W®#i m
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`Page 1 of 5
`Customer Service Support resume in Fort Worth, TX - July 2017
`Case 2:17-cv-00517-JRG Document 46-12 Filed 12/29/17 Page 3 of 7 PageID #: 579
`Case 4:17-cv-00696-ALM Document 27-4 Filed 12/07/17 Page 2 of 6 PageID #: 200
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`Resume
`
`Sign in
`
`Customer Service Support
`
`Location:
`Fort Worth, Texas, United States
`Posted:
`July 26, 2017
`
`Contact this candidate
`Contact this candidate
`
`Charles D. Crowe **** Geneva Ln Fort Worth, TX ***31
`
`ac1iff@r.postjobfree.com 214-***-****
`
`https://www.linkedin.com/in/charles-crowe
`
`Professional Summary
`
`Map data ©2017 Google, INEGI
`
`Experience with break/fix enterprise environments with Windows Sever 2003 and newer. Servicing
`Microsoft Premier clients servicing issues including: NIC configuration and Teaming, DNS, DHCP, IPSec
`Communications, SMB communications, Hyper-V networking, NPS and 802.1x authentication, TCP/IP in
`depth trace analysis, implementing group policy, and IPAM. Plus, personal experience deploying network
`printers.
`
`Education
`
`My Computer Career – Vocational School Dallas, TX Graduated
`
`Information Technology/System Administrator-Certificate
`
`Certifications
`
`●A+ CompTIA
`
`●Network+ CompTIA
`
`●Sever+ CompTIA
`
`●Mobility+ CompTIA
`
`●MTA Networking Fundamentals
`
`●MTA Mobility and Device Fundamentals
`
`●MTA Operating System Fundamentals
`
`●MTA Security Fundamentals
`
`●Working on – CCNA
`
`●Working on – MCP Windows 7 Configuring
`
`Summary of Qualifications
`
`●Excellent communication skills – written and verbal.
`
`●Ability to work toward a deadline or in high stress scenarios
`
`https://www.postjobfree.com/resume/ac1iff/powershell-dns-tcp-chat-ip-fort-worth-tx
`
`12/5/2017
`
`

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`Page 2 of 5
`Customer Service Support resume in Fort Worth, TX - July 2017
`Case 2:17-cv-00517-JRG Document 46-12 Filed 12/29/17 Page 4 of 7 PageID #: 580
`Case 4:17-cv-00696-ALM Document 27-4 Filed 12/07/17 Page 3 of 6 PageID #: 201
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`●Positive and “go getter” attitude
`
`●Detail oriented with a strong will to succeed and learn more in my current field.
`
`●Team player with the desire to lift and help others
`
`●Responds to manager requests in a timely manner
`
`●Deploying, configuring, and maintaining physical and virtual client and server machines
`
`●Group Policy Administration
`
`●Proficient with Mac OS X
`
`●Hyper-V
`
`●Network Protocols
`
`●Deploying and maintain network printers
`
`●Monitoring and Analyzing TCP/IP traffic in a Break/fix scenario
`
`●Creating User Accounts via powershell
`
`●Maintaining Accurate Documentation per organizational standards
`
`●Proficiency with Windows Server 2003 and newer with their client OS equivalents.
`
`●Innovative thinking to create the most efficient paths of resolution.
`
`●Expert knowledge of Android, iPhone and other mobile platforms.
`
`●Remote Support
`
`●Setup and configuration of Client VPN access
`
`●Investigation of user problem
`
`●Proficiency with Office applications
`
`Professional Experience
`
`Microsoft - Premier Support (Vendor – Convergys Corporation) 2016 to Present
`
`Tier 3 Support Engineer - Networking
`
`Program Ready Trainer – Provide training for new hires to set expectations as to case management and
`how to work with Microsoft tools for troubleshooting customer issues.
`
`Windows Server and Client OS Break/Fix: Networking
`
`DHCP: Analysis network traffic to diagnose issue as to why a client may not be receiving IP leases.
`Advise best practices with Failover scenarios, Subnets, and scopes.
`
`DNS: Support customers with issues such as why the DNS server service will not start. Advise of best
`practice with Aging and Scavenging and dynamic updates of DNS records. Analysis network data to verify
`DNS is working per design.
`
`NPS/802.1x: Analysis netsh tracing to narrow down the problem component – certificate issue, user
`authentication, computer authentication. Working with wireless or wired.
`
`IPAM: Verify product is working per design. Confirm the product has the features the customer needs.
`
`TCP/IP: Analysis of Network traces can determine the problem component, whether it be a device in the
`middle, the local machine’s configuration, or the behavior of an application. Identifying the source or
`cause of port exhaustion.
`
`IPsec: Troubleshoot Ipsec rules and why endpoints may not be able to communicate over a secure
`tunnel.
`
`https://www.postjobfree.com/resume/ac1iff/powershell-dns-tcp-chat-ip-fort-worth-tx
`
`12/5/2017
`
`

`

`Page 3 of 5
`Customer Service Support resume in Fort Worth, TX - July 2017
`Case 2:17-cv-00517-JRG Document 46-12 Filed 12/29/17 Page 5 of 7 PageID #: 581
`Case 4:17-cv-00696-ALM Document 27-4 Filed 12/07/17 Page 4 of 6 PageID #: 202
`
`GPO: Assist with the applying of Ipsec, drive mapping, using logon scripts as a work around for known
`bugs, and 802.1x
`
`Network Adapters: troubleshoot configuration issues with the NIC such as TCP global parameters, jumbo
`frames, and driver updates.
`
`Revel Systems – iPad POS Solution Dallas, TX 2016
`
`Client Support Special – Application and Network support
`
`●Assist Clients with Concerns with Revel POS Applications: Accounting, Reports, user permissions,
`password resets, application configurations etc.
`
`●Assist Client with troubleshooting with their Local Area Network. From physical connections to correct
`static IP configurations.
`
`IQOR (ZTEUSA), Plano, TX 2015 to 2016
`
`Support Technician - Subject Matter Expert (SME)
`
`●VIP Specialist: Showcase new flagship Android phones. Had the honor of taking the first call in USA for
`ZTE.
`
`●Knowledge Base Writer: Research, draft, publish, and approve articles pertaining to ZTE devices,
`policies, and procedures for public and internal use.
`
`●Training material Writer: Write new training presentations that are needed outside of the curriculum
`provided by ZTE.
`
`●Ongoing training: Implement on the job trainings from presentations or perform one on one sessions with
`outlier agents.
`
`●Seller Cloud Sales: Take payments over the phone using an online POS system.
`
`●Live Chat: Provide world class customer service though a chat portal. Provide troubleshooting
`assistance, warranty service, and product information.
`
`●Floor Support: Assist agents throughout the production floor with anything needed to resolve customer
`concerns on the call or chat.
`
`●Escalations: Research issues related to customer technical concerns where the agent is not able to
`resolve the issue. When directed by ZTE corporate, contact customers that have executive escalated
`concerns and resolve their concerns in any way possible.
`
`●Acting Supervisor: When needed, act as supervisor to assist the production floor when one is not
`available.
`
`IQOR (Samsung Telecommunications of America), Richardson, TX 2014 to 2015
`
`Support Technician
`
`●World class customer care
`
`●Escalations
`
`●Internal Floor Support
`
`●Data reporting
`
`BWC Imaging 2014
`
`Driver and shipping specialist (Temporary)
`
`●Pick up supplies from vendors
`
`●Pick, pack, and ship photo prints
`
`https://www.postjobfree.com/resume/ac1iff/powershell-dns-tcp-chat-ip-fort-worth-tx
`
`12/5/2017
`
`

`

`Page 4 of 5
`Customer Service Support resume in Fort Worth, TX - July 2017
`Case 2:17-cv-00517-JRG Document 46-12 Filed 12/29/17 Page 6 of 7 PageID #: 582
`Case 4:17-cv-00696-ALM Document 27-4 Filed 12/07/17 Page 5 of 6 PageID #: 203
`
`●Deliver large products to clients
`
`●Provide support to management
`
`The Church of Jesus Christ of Latter-day Saints 2012 - 2014
`
`Full-time missionary
`
`Five guys: Burgers and Fries 2010 - 2011
`
`Customer service
`
`●Food Preparation
`
`●Sales
`
`References:
`
`Levi Maynard – Technical Lead
`
`Contact: 817-***-****
`
`Logan Hillard – Technical Lead
`
`Contact: 682-***-****
`
`Nickolas Tilton – Current (FTE) Microsoft Support Engineer
`
`Contact: 817-***-****
`
`Contact this candidate
`Contact this candidate
`
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`12/5/2017
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`Page 5 of 5
`Customer Service Support resume in Fort Worth, TX - July 2017
`Case 2:17-cv-00517-JRG Document 46-12 Filed 12/29/17 Page 7 of 7 PageID #: 583
`Case 4:17-cv-00696-ALM Document 27-4 Filed 12/07/17 Page 6 of 6 PageID #: 204
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`https://www.postjobfree.com/resume/ac1iff/powershell-dns-tcp-chat-ip-fort-worth-tx
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