michael r. olson resume
TRANSCRIPT
Michael Olson3575 S. Zeno Way Apt 204 Aurora, CO 80013
(720) [email protected]
Technical Skills
Software Microsoft Office
(Word/Excel/Powerpoint) Oracle Virtual Box
Hardware Setup and configuration of external
devices (Printers, Scanners, etc.) Setup, assembly, repair and
troubleshooting of computers Router configurations
Customer Service 2 years Call Center experience 3 years Customer service experience
Networking LAN/WAN, TCP/IP, Ethernet,
Wireless OSI layers 1, 2, and 3, CLI T-1, DSL, EOC troubleshooting Building CAT-5 and CAT-6 Cables
using 568A and 568B standardsEducation
B.S. Information Technology Network Management, in progress November 2013 to PresentColorado Technical University Denver, CO
Relevant Coursework: UNIX Fundamentals, Introduction to Networking
Employment History
Interactive Resources/ Black Knight Financial Services December 2015 – March 2016Production Support Consultant Denver, CO
Answered phones for customers with login issues Answered phones for customers needing assistance with website registration or
navigation Worked with secure company systems to access customer profiles and reset passwords Worked as contractor on a 3 month contract
Global Capacity/ MegaPath Inc. December 2013 – October 2015Access Repair Tech 2 Denver, CO
Diagnose and resolve complex internet service issues with T1, DSL, and EOC technologies
Provide outstanding customer service in a fast paced inbound call center Handle escalation calls for all T1, DSL, and EOC departments Actively work with OSI layers 1, 2, and 3 Daily use of CLI for troubleshooting and monitoring Partnered with major companies including AT&T, Verizon, Earthlink, XO, Level 3 and
Century Link.
Was converted from contractor with Insight Global to Full-Time employee July 2014. Often assisted other agents with service calls and questions when there was no leadership
on the floor.United States Army August 2008- October 2013 Early Warning Systems Operator Ft. Bliss, TX and Kuwait
Capable supervisor who consistently produced excellent results and maintained accountability of all personnel progress.
Logged over 3,600 hours troubleshooting, operating, and training personnel within the first nine months of entering a rapidly changing environment.
Strived to bring all personnel performance levels up and successfully did so in two months.
Perform data/network connectivity between various air defense communications equipment.
Perform on-line/off-line Common Hardware-Software diagnostics and fault isolation programs.
Drafted a training outline and training materials for setup, operation, and troubleshooting of equipment used for training dozens of personnel.
Created, prepared and filled out reports and tables through Microsoft Excel and Word Sought after by co-workers, managers and coordinators to repair equipment as well as
troubleshoot network issues. Consistently displayed the ability to perform at a level of greater responsibility in the
absence of a manager. Maintained 100% accountability and serviceability of all tactical equipment valued in
excess of $1,000,000.King Soopers February 2008- July 2008 GM Clerk Aurora, CO
Accurately organized and shelved products in a timely manner.Dillard’s October 2007- January 2008 Retail Sales Associate Aurora, CO
Worked in the Men’s Department pricing and organizing products Build visual displays
Source Refrigeration July 2007- September 2007 HVAC Install Assistant Denver, CO
Cut out old refrigeration systems and aided in the installation of new systems. Helped install new equipment
Seattle’s Best Coffee December 2006- July 2007 Barista Aurora, CO
Took orders using PoS system quickly and efficiently Often prepared and served beverages within seconds of an order being made. Made occasional announcements over a PA system for specials going on in the café. Cleaned and organized the preparation area as well as the back room.