Jerry Percell Email & Phone Number

Englewood, Co, Us

• Handled Inbound calls and logged tickets in a ticketing system.• Managed emails and web based ticket queues. Took ownership of emails that arrived in the team mailbox and replied to the sender with a status of the issue. Web based ticket were submitted for non-critical requests/problems, and then resolved the issue or escalated it to the appropriate team for resolution. • Administered conference bridges during major outages.• Also a member of the Account Management Team

Handled Inbound calls and logged tickets in a ticketing system.Managed emails and web based ticket queues. Took ownership of emails that arrived in the team mailbox and replied to the sender with a status of the issue. Web based ticket were submitted for non-critical requests/problems, and then resolved the issue or escalated it to the appropriate team for resolution. Distinguished the difference between High and Low Priority Issues this included whether the issue was at the local level or on the Network LevelAdministered conference bridges during major outages.Also a member of the Account Management Team which involved Creating Accounts and skilling and re-skilling agents.Helped in the Operation of the OnQ Dialer in the Census NOC.Created tickets with Vendors (Verizon and AT&T) when applicable.

• Provided Technical Support for Bonded T1’s 3.0, 4.0 and 6.0• Provided NOC Support for LPVA and DSL Single End Users• Technical Support for planning, design, install, network systems for customers. Technical support for upgrading, and installing Broadband Systems, ATM switches and equipment, routers, switches, hubs, servers and, Wi-Fi (Cisco Routers, Switches and other brands of routers such as Netopia, Samsung and Dell.)• Worked close with Vendors ie. Qwest, Verizon, AT&T to maintain Network Stability.• Installed, configured, and supported broadband email, automated log emailing, interactive services, WAN systems, DNS, and IP networks.• Active Directory Installation and Usage.• Responsible for IP segmenting and network sub-netting• Established OS/2 training for end users, and hardware training for technicians, involving usage, installation, and maintenance

Provided Technical Support for Bonded T1's 3.0, 4.0 and 6.0Provided NOC Support for LPVA and DSL Single End Users and Business ClientsTechnical Support for planning, design, install, network systems for customers. Technical support for upgrading, and installing Broadband Systems, ATM switches and equipment, routers, switches, hubs, servers and, Wi-Fi (Cisco Routers, Switches and other brands of routers such as Netopia, Samsung and Dell.)Worked close with Vendors ie. Qwest, Verizon, AT&T to maintain Network Stability.Installed, configured, and supported broadband email, automated log emailing, interactive services, WAN systems, DNS, and IP networks.Active Directory Installation and Usage. Responsible for IP segmenting and network sub-netting Established OS/2 training for end users, and hardware training for technicians, involving usage, installation, and maintenance

Bachelors, Computer Network Management

GPA was 3.70. Deans List 9 times

Bachelor Of Science, Computer Network Management