Technical Support for a local Internet Service Provider. Handle day to day operations for Technical Support contact with customers of dialup, DSL and wireless internet services. Duties include: technical support and troubleshooting OTA involving all Windows operating systems and different types of hardware configurations where connection to the Internet has failed or is experiencing less then satisfactory performance. Ability to troubleshoot connection failure over a wireless network by tracking both public and private IP addresses from HQ to the customers location to determine where the break in the system is located. Ability to search online for causes and fixes to problems ranging from dialup networking errors to router configuration and issues using little to no detailed information.I handle virtually 100% of incoming calls for Technical Support, Customer Service, Billing, Corporate, and Wireless. Other responsibilities include: email support, voicemail and callbacks.

Assist and troubleshooting VPN connections for Cadbury/Schwepps employees worldwide. Use of Token Authentication to access company systems from virtually anywhere. Use of Active Directory for remote administration and maintanence of systems to ensure efficient and secure access into the system for employees and contractors. A+ certification required within 6 months of hire date and open enrollment in the CompTIA certification program paid for by Unisys for books and instruction time as well as the certification test.