Michael Conrad Email & Phone Number

Wyomissing, Pennsylvania, United States

Douglassville Pa

Lititz Pa

Wyomissing Pa

Support over 75 networks in the tier 2 DSS data center. Server support, cabling, racking of equipment, router monitoring and troubleshootingMonitoring of all equipment through Zion/TraverseActive in the Managed Service Center, supporting over 25 businesses help desk needsDaily TSM tape backup of over 20 companies

Web and E-Mail hosting and network troubleshooting and configurationDNS setup, changing A records, MX records, Reverse lookup, CNameCisco and Adtran router configuration and troubleshooting, OSPF, EIGRP, QoS and voice issues, and BGP Network configurationManaged router monitoringAS400 and Metasolve M6 ticketing system usageColocation monitoring

Transition D&E systems to Windstream systemsin anticipation of the merger that is occurring. Train Windstream employees to ensure asmooth overall transition while maintaining level 2 support of data systems.

2nd level support of technical case load, network provisioning, after hours on-callsupport, managed 6 person tech support shift, network outage notification, worked inconjunction with other departments to rectify network issues, acting as lead role with thecall center team and substituting for the supervisor when assigned. Handle escalations orissues with dissatisfied customers and working with them to a resolution within companyprocedures. Experienced in the configuration and usage of the following applications: Nortel, Cisco, Calix, Reflections X, VMS, and Oracle. Level 1 technical support representative Assist end users with problems and questions relating to their Internet and videoservice. Troubleshoot IP connectivity, voice, data, and video and VOIP, with an emphasison stellar customer service. Detailed logging of all calls. Created detailedtroubleshooting procedural actions for new hires.

Specialized Associate In Business, Computer Systems Networking And Telecommunications

Education record