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@emilelombard
Experienced helpdesk and network support specialist skilled in LAN/WAN troubleshooting and customer-focused resolution.
I am a hands-on technical support specialist with extensive experience resolving issues for residential, mid-level business, and large enterprise customers. I focus on clear, concise guidance to customers and technicians through complex problem-resolution steps.
I have deep LAN/WAN expertise, including IP subletting, MAC, ARP, TCP/IP ports, and troubleshooting via direct and remote access. I am proficient configuring e-mail clients, web browsers, and PCs to integrate with gateway devices and networks.
I have supported and administered Active Directory account lockouts and password resets, worked with Office 365 applications, and used a wide range of ticketing systems and networking hardware. I have supervised 24x7 helpdesk operations, performed onsite installations of firewalls and switches, and documented technical solutions for call centers.
I am committed to reliable customer service, thorough documentation, and continuous improvement. I seek opportunities where I can apply hands-on networking skills, mentor technicians, and contribute to operational excellence in technical support.
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Work history, roles, and key accomplishments
Senture / TTEC
Nov 2024 - Present (1 year)
Provided remote helpdesk support for FEMA via Ttecgov systems, troubleshooting Cisco Jabber and Finesse and resolving Active Directory account lockouts and password resets to restore user access.
Central Georgia Technology
May 2024 - Jul 2024 (2 months)
Performed on-site installations and troubleshooting for Office 365, ESET, and Proofpoint; installed firewalls and switches, ran replacement cabling, and repaired network equipment to restore customer systems.
Sagenet, LLC
Jul 2009 - Jan 2023 (13 years 6 months)
Provided LAN/WAN configuration and remote troubleshooting, configured email clients and gateway devices, and documented incident resolution in a high-volume call center supporting Windows and Linux systems.
Prism Pointe Technologies
Mar 2005 - Nov 2008 (3 years 8 months)
Supervised daily operations of a 24x7 global helpdesk across three shifts, monitored SLAs and phone metrics, and managed imaging, hardware repair, and technician dispatch to meet contractual service levels.
Degrees, certifications, and relevant coursework
Grade: 4.0 GPA
Activities and societies: CompTIA A+ certification (Valid May 15, 2006, COMP001004236038)
Completed program at Southeast College of Technology (now Remington College) in Metairie, LA, graduating with a 4.0 GPA.
Software and tools used professionally
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