Shane Wickersham Email & Phone Number

Portland, Oregon, United States

Vancouver, Washington

Portland, Oregon

PC support for CDK products.

St. Vincent Hospital

Working from home, I take customer phone calls, create Tickets and Document steps taken to resolve customer issues. While often remotely connecting to customer computers to perform various services such as • Diagnose and Repair.• PC Tune ups and Optimizations.• Answer incoming calls from both at home customers and in store Associates.

In this role I became skilled in turning up highly complex networks with various access types including MPLS, Virtual Private Networks, and L2TP’s. I also became proficient working on problematic Customer Premise Equipment such as Dial Back Up units.• Answered inbound calls from Field Service personnel to assist with the turn up of new customer circuits.• Turned-up complex network designs• Reconfigured CPEs• Worked with underlying carriers to resolve circuit issues and following highly detailed installation instructions, often customized based on customer

Worked with various internal departments to ensure orders were completed in a timely manner. Scheduled and conducted meetings with superiors and Wholesale accounts regarding progress of order, while maintaining a database using Windows Office programs and company proprietary software. Wrote technical instructional documents for co-workers.

Associate Of Arts And Sciences (Aas), Data Networking And Telecommunications

Diploma