John Switzer  
4705. E. Caballero St. #2   Mesa, AZ 85205     (602) 904-5275    [Send email
using form at bottom]
PROFESSIONAL SUMMARY AND OBJECTIVE
To obtain a position within a stable company that will allow me to further
expand my knowledge of technology while interfacing with people. I am a proven
self-starter with an eagerness to learn and improve upon process through
procedure whether working alone or within a group environment. 

   
Experience
Jun. 2008 - Mar. 2009        Adv Tech Support Rep (Dr Dish)    Dish
Network       Phoenix, AZ.
-New hire mentor duties; performed team lead duties at the new Phoenix call
center, assisted with internal agent development with new hires and existing
technicians.
-Handling escalated issues from lower levels of support by work directly with
Technical Operations to help identify and resolve issues.
-Document and report product issues and signal outages to the uplink centers and
Technical Operations collected by internal chat,email, and direct
communications.

Feb. 2007 –  Jun. 2008        Systems and Operations                  AT&T     
           Mesa, AZ.
-Provide assistance in the training department with trainees demonstrating team
lead duties and subject matter expert training modules.
-Team Lead and Training Aide for the Mesa Fiber Optic (U-verse) Systems and
Operations group; assisting in establishing procedures and implementing current
operation procedures, assisted in developing and supported the usage of company
tool program(php) used by all Tier 2 agents in Mesa building, and provided floor
support to Tier1/2 agents.
-Founding team supporting VOIP services over fiber. Monitoring of StopList for
bad accounts, implement fixes, and report improper usage of internal tool.
-Handle escalations from lower levels of support and work directly with  AT&T
Network Operations Center. Microsoft,  and Alcatel. 
-Configuration of AT&T network provisioning systems (NetP, Amdocs) and fiber
optic network hardware (7240, 7350 routers)


Jan. 2005 – Feb. 2007        Remote Network Administrator    MSI Systems     
    Phoenix, AZ.
-Responsible for on-site and remote network administration support to major
hotel chains. 
-Supporting WindowsPM/POS hardware and software 
-Administrate and backup MS SQL databases and MS SBS servers 
-Support  serial interfaces(PBX,KIOSK, Credit Card) 
-Assisting Engineering Support in troubleshooting customer issues 
-Provide on-site support of Best Western, Ramada, Hyatt properties with network
server/node and database emergency support. 
-Performing basic system administrator functions for the platform’s test
environment

Aug. 2001 – Oct. 2004           Advanced Technical Support          2Wire Inc. 
       Phoenix AZ.
-VPN duties; remotely provide support to internal new hire and lower levels of
support in different call centers.
-Team leads duties; Preparing documentations, procedures, and assisting lower
levels of support in implementation 
-Support dial-up, VPN, and broadband of IP services on various Operating Systems

-Handling of warranty exchanges through emerging product center and troubleshoot
hardware and software issues 
-Coordinate tickets through queue system, document calls and provide telephone
support, assist team members from escalation tickets


Feb. 1999 – July. 2001             Internal Help desk Support      Mindspring
Inc.       Phoenix AZ.
-Assisted in deploying Help Desk, including software selection and development
of procedures Working on the Help Desk to provide support for software, printing,
and network access issues 
-User account modifications with Active Directory, provide second level support
to internal Help Desk agents 
-Coordination of tickets through JIRA bug tracker; assisting Engineering Support
in troubleshooting customer issues 
-Monitoring activity logs for web-based application in the Linux environment 
-Performing basic system administrator functions for the platform’s test
environment


Education
Dec. 2006   Associate of Arts in Business     Western International
University      Phoenix, AZ.

Technical Skills    
 
7 years - Windows Desktop/Server, Macintosh (7 – OSX),TCP/IP, LAN design/repair
	
2 years - Hotel Management Systems, POS systems,LDAP/Active Directory, Visual
Studio, MS SQL Server 2000/2005, and MySQL
1 year personal - HTML/PHP ( www.noahswitzer.com ) 	 	
	

Work Example
www.noahswitzer.com (personal site)