William Benjamin Renkema Email & Phone Number

Bulverde, Tx, Us

San Antonio, Texas Metropolitan Area

- IT support for major accounts- setup, configure, and support new and existing servers to support vendor software- set and support vendor software

Renton, Washington

-Primary customer IT contact for several accounts-Certified to support multiple vendors’ software-Certified to maintain Gold Level vendor support-IT support for service calls, upgrades, migrations, and routine maintenance-On-Call IT resource for field technicians for weekend and holiday rotations-IT advisor for customers regarding upgrades and hardware changes-IT support for customer video security and access control systems-Internal IT support for colleagues

Everett, Washington

-Selected for SME team -Selected for Advanced Repair support for phone and internet services-Selected for early phase support for text-based Task Messaging-Set up weekly schedules and daily schedules to ensure coverage-Mentored new advanced repair agents-Advanced technical support for Video, Internet, Phone, Home Security, Billing, and Sales-Developed learning resources for Advanced Repair groups-Supported colleagues on advanced tasks-Review accounts to recognize and correct errors in billing and order entry system-Advise of product sale opportunities to expand on customer purchased services.-Identify work process anomalies and escalate as needed-Assisted Supervisor with developing tools and documents for day to day job duties

Everett, Wa

-Title Promotion from CE1 to CE2 in Nov. 2014 CE2 to CE3 in Dec 2015-Selected for Part of POC (Point of Contact) team-Selected for role in Portland Learning Labs market research team-Selected for SME (Subject Matter Expert) team-Supported colleagues with escalated calls and handled escalated call backs-Technical support for Billing, Video, Internet, and Voice services-Required understanding of TV and IP based equipment from multiple vendors-Ability to explain technical concepts to users with varying levels of understanding-Troubleshoot service issues to identify source, escalate as needed-Recognize and close sales opportunities

Issaquah, Washington

-Phone support for Costco.com customer orders-Process customer issues for minimum 92% rate first call resolution-Aided in maintaining average 3 minute maximum hold time in call queue-Escalate customer issues to Tier 2, Returns, and Loss Prevention as needed-Use of Order Management System, Resolution Tracer ticket system, and AS400

Jacksonville, Florida Area

Position required enrollment with FSCJMonitored and maintained the FSCJ Networking Department's lab designed for students in the Networking program of study. Responsibilities included:-Layer 1/2/3 troubleshooting with Cisco Catalyst network equipment-Performed password recovery and IOS restoration-Repaired/made Ethernet EIA/TIA-568A/B cables for straight through or crossover-Aided users with problems with computer and network equipment-Aided/Trained users with equipment-Cataloged thousands of dollars’ worth of Cisco equipment-Monitored network lab-Required working knowledge of: TCP/IP, DNS, DHCP, VLAN, VTP-Required working knowledge of RIP, OSPF, EIGRP, Cisco IOS, Windows-Regularly performed scheduled hardware changes-Performed software updates on PC’s under security lock

Kentwood, Michigan

-Obtained certification for new EPA Hazardous Air Pollutant (HAP) chemical regulation processes for NESHAP subpart HHHHHH in 2010-Mixed acrylic, urethane, lacquer paints per recommended ratios -Applied paints in High-Volume-Low-Pressure (HVLP)-Maintained VOC/HOC recycling and disposal tools and processes per EPA- Organized and cataloged 200+ chemical supplies for simpler locating-Trained incoming temp and replacement painter(s)-Maintained supplies, tools, and facilities for HVLP wet coat spray painting-Purchased supplies including paint medium, filters, and tool parts-Coordinated, organized and scheduled with multiple groups for completion of customer orders-Required 10+ hours per day of independent activity on feet, applying paint

Bachelor Of Science (Bs), Information Technology

Completed LPIC-1, Cisco CCENT, CompTIA Linux+, Security+, Network+ and Project+ Certifications

Associate Of Science (A.S.), Networking Services Technology, 3.0

Skills attained: Cisco pre-CCNA course work Cisco Hardware Cisco IOS administration Routing and Switching Protocols LAN, WAN, VLAN, VPN.

Networking Techonology

Computer Science, Art And Design