Ashley Tapp
Location
Atlanta, GA
Education
L
Liberty University
August 2016 - April 2018
degree
Associate's
major
Accounting
Work Experience
S
Sierra Wireless
Technical Customer Support Analyst II
October 2020 - present
company
Sierra Wireless
title
Technical Customer Support Analyst II
overview
- Monitored managed network services hourly to track and report outages and identify carrier trends
- Troubleshot cellular modems to establish connections with the carrier network
- Collaborated with carriers to resolve connection issues for managed cellular modems
- Troubleshot Connection Pro devices (CradlePoint/NetCloud) in partnership with Comcast technicians
- Assessed damaged devices and submitted RMA requests for hardware repair
- Processed contract cancelation requests, ensuring that all required information was provided to the appropriate department
- Managed team and personal queues of new and existing cases/tickets received via email, customer ticket portal, or internal creation
- Provided RMA or contract status updates
- Furnished contracted device WAN IP, DNS, and subnet mask upon request
- Assisted configuring cellular modem with updating password, Wi-Fi settings, DHCP Settings, IP Passthrough (Bridge Mode), Port
- Forwarding, Remote Access, SMS messaging, and Device Reporting
W
Wellstar Health Systems
Contractor IT Service Desk Analyst
February 2020 - October 2020
A
ATC Income Tax
Tax Office Manager
January 2020 - February 2020
W
Wipro
Customer Service Representative/Computing Services
May 2018 - February 2019
A
Alpine Access
Customer Care Professional/Knowledgebase Author/Technical Support Tier 3
July 2014 - May 2018
Skills
3-tier ArchitecturesActive DirectoryApple IOSApple Mac SystemsBusiness PartnershipsCalculationsCisco Certified Network AssociateCisco Certified Network ProfessionalCompTIA A+CompTIA Network+Computer ArchitectureComputer NetworksCoordination SkillsCreativityCustomer SatisfactionCustomer ServiceDatabasesDesktop ComputingDesktop SupportDiagnostic ToolsDomain Name System (DNS)Dynamic Host Configuration ProtocolEmployee OnboardingEmployee Performance ManagementFiling SkillsFundraisingHardware DebuggingHard Work and DedicationHealthcare SystemsIncome TaxInformation TechnologyKnowledge BasesMaintenanceMentoringMetricsMicrosoft AccessMicrosoft OfficeMicrosoft WindowsMobile Broadband ModemsModemsMulti-Factor AuthenticationNetwork AdministrationNetwork ArchitectureNetworking HardwareNetworking SkillsNetwork RoutersNetwork ServiceOperational SystemsPacsPassionatePrintingProblem SolvingProfit-Based Sales TargetsRecruitmentRemote Access TechnologyResearch SkillsSafety PrinciplesSalesSalesforce.ComSelf MotivationService DeliveryServicenowServicing and Car MechanicsSoftware EngineeringSubnettingSuccess Driven PersonTechnical SkillsTechnical SupportTelephone Call Reception ManagementUser AssistanceUser ExperienceVehicle Body WorkVirtual DesktopsVmwareWi-Fi TechnologyWindows ServersWireless Communications