Lawrence Fox Email & Phone Number

Washington, Dc, Us

New York, Ny, Us

Respond to complex technical problems/issues related to hardware, software, and networking via email and phone.Able to simultaneously support numerous customer bases with a separate policy, procedural, and ticketing requirements.Assist customers by remotely diagnosing problems and providing resolutions for technical and service-related issues.Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.Identify and provides input on unique or recurring customer problems.Monitor and track issues to ensure accurate resolution.Escalate more complex customer technical issues to senior-level supportInstalling and configuring computer systemsDiagnose and solve hardware/software faultsSetting up new users with accounts within the MetTel systems and resetting passwords.Provide new users with access to secured resources

Washington, D.C., Us

Provide first-level incident management and routine systems support services at a Technology Support Center or Call CenterSupported clients via telephone, email, in person, and remote systems management in their utilization of various systems and enterprise applications.Gathers technical data from clients to diagnose issues and provide data for root cause analysis Use designated incident management systems as work management and tracking toolDeliver exceptional customer service to clientsDispatches to support urgent classroom or collaboration space incidentsMaintains system capability by testing computer components.Carries out software, network, and database performance tuning.Documents hardware and software updates.Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.Prepares reference material for users by drafting operation instructions

Reston, Virginia, Us

 Installed, modified, and made minor repairs to computer hardware and software systems. Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity. Maintained system functionality by testing computer components. Helped design and implement networks. Consults with users to determine appropriate hardware and software needs and assists in placing orders. Maximized computer systems capabilities by studying technical applications and making recommendations. Tested compatibility of new programs with existing ones. Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications. Maintained system capability by testing computer components

Philadelphia, Pa, Us

• Develop and delegate team tasks to ensure mission alignment• Install & Troubleshoot APs, Routers, & Xfinity Modems, Assign proper Static IP address, For Big/Small Business • Work collaboratively with staff to ensure all residents needs are met under company’s customer service standards• Install Xfinity Home Security Systems, Which includes: Sensors, Touchpad, Video Camera, & Motion Detector• Troubleshoot and resolve switch/router connectivity issues• Monitor the enterprise web environment for errors and take corrective action based upon alerts• Communicates functional requirements and information to technical personnel, as well as non-technical stakeholders at all levels• Review proposed new systems, networks, and software designs for potential security risks; recommend mitigation or countermeasures, and resolve integration issues related to the implementation of new systems within the existing infrastructure• Set up firewalls systems to prevent viruses and OS threats.• Report current & future system outages at tap or node• Test repaired, newly installed and updated equipment to ensure that it works properly• Set up, rearrange and replace routing and dialing equipment • Inspect and service landline telephone, wiring and phone jacks• Completes associated paperwork with each work order in a timely manner in order to ensure all details of the work are recorded for entry in the customer’s account once the work is checked in.• Operate Tech360 programming, diagnostic tools, and utilize blueprints to resolve product and service issues• Promote Xfinity products: Home, Internet, phone, and TV. • Perform service calls. Review all requested services with the customer in order to ensure understanding and agreement. Troubleshoots the drop (outside lines) from the tap to the customer’s equipment.

Bachelor Of Science - Bs, Cyber Security

Associate Of Arts And Sciences - Aas, Computer Science