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Devon
devon.d.mason@gmail.com
757-506-2644
Hampton, VA 23669
Tier 2 Technical Service Reprensenative at Canon Infomation Technology Services
15 years experience W2
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Summary

I am a person that believes in accepting all new challenges in life as they present themselves. Motivated by the want to learn new things and be receptive of anyone that is willing to teach me. I am a firm believer in team work. I know when its the right time to lead and the right time to follow. I may not know everything about everything, but given the necessary resources I can do my best to always provide a well educated and precise answer to any question that is asked posed to me. The military has instilled a sense of pride on all work that I do, a keen sense of punctuality at all times no matter what because time management is vital in all aspects of the work environment. I am looking to start a career where I can become part of a team in the Information Technology Field. With my skill set and experience, I can bring forth new points of view and contribute to any group in any setting. The United States army has trained me to become the best in what i do no matter what and I am looking got carry this mentality to where it can be best utilized.

Experience
Technical Service Representative Tier 2/ Consult
Information Technology
Sep 2013 - Nov 2014
  • Responsible for answering telephone or written inquiries from internal and external customers regarding a wide range of company products spanning multiple product groups.
  • Assist in testing and evaluation of current and new products.
  • Analyze problems with hardware and software products to identify area(s) and recommend possible solutions.
  • Maintains a log of all using CRM application so that recurring problems can be reported.
  • Provides technical and process support to tier 1 technical support in the consultation queue to assist in troubleshooting or handling calls that are escalated them for network related related issues.
  • Work on problems of a diverse scope where analysis of data requires evaluation of identifiable factors.
Technical Support CRM IIS LAN Citrix Windows
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Information Technology Specialists (25B)
Aerospace/Defense
Aug 2006 - Aug 2014
  • Provide desktop computer support which includes diagnosing and resolving any workstation operating system software, application software or hardware problems
  • Provide user instruction for any workstation operating system software or standard application software
  • Setup and configure standard workstation operating system software, all authorized standard application software, and all related services and authorized application software.
  • Configures information processing equipment into required operating configurations
  • Performs senior operator and systems administrator duties and unit level maintenance functions on assigned computer systems
  • Compiles production report data and quality control information; assists less experienced soldiers in the installation, operation, and maintenance of information processing equipment
  • Drafts program operation manuals and technical program requirements documents
  • Troubleshoots software using established debugging procedures
Desktop Support Technical Support CRM UNIX OSI Quality Control Mac OS MS DOS Palm OS Windows RedHat Mac OS 6 Mac OS 7 Mac OS 8 Mac OS 10 Solaris Win98 Win2003 Windows XP WinVista Windows 7 Windows 8 WLAN Ethernet IP Addressing LAN Network Diagnostics SMTP (Simple Mail Transfer Protocol) Network Support POP Microsoft Office Microsoft Exchange Lotus Notes GPS (Global Positioning Systems) Help Desk Management Systems Integration
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Tier 2 Rep- Multiple Group Support
Information Technology
Oct 2012 - Sep 2013

Responsible for answering telephone or written inquiries from internal and external customer regarding a wide range of company products spanning multiple product groups. Analyze problems with hardware and software products to identify problem area(s) and recommend possible solutions. Maintains log of problems using CRM Application so that recurring problems can be reported. TSR IIs are expected to maintain the highest level of professionalism and create a positive impression of Canon and of their department.

  • Providing general technical support to customers
  • Administrative duties as it relates to service requests
  • Provides general information to customers
CRM Technical Support IIS Mac OS Windows Printers LaserJet Printers Canon Printers Peripheral Component Interconnect (PCI)
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Non-cloudteam Skill
Education
Skills
Desktop Support
2014
8
Technical Support
2014
8
Windows
2014
8
GPS (Global Positioning Systems)
2014
6
WLAN
2014
5
Ethernet
2014
4
IP Addressing
2014
4
LAN
2014
4
Network Diagnostics
2014
4
Canon Printers
2013
2
Citrix
2014
2
CRM
2014
2
IIS
2014
2
Printers
2013
2
Help Desk Management
2014
1
LaserJet Printers
2013
1
Lotus Notes
2014
1
Mac OS
2014
1
Mac OS 10
2014
1
Mac OS 6
2014
1
Mac OS 7
2014
1
Mac OS 8
2014
1
Microsoft Exchange
2014
1
Microsoft Office
2014
1
MS DOS
2014
1
Network Support
2014
1
OSI
2014
1
Palm OS
2014
1
Peripheral Component Interconnect (PCI)
2013
1
POP
2014
1
Quality Control
2014
1
RedHat
2014
1
SMTP (Simple Mail Transfer Protocol)
2014
1
Solaris
2014
1
Systems Integration
2014
1
UNIX
2014
1
Win2003
2014
1
Win98
2014
1
Windows 7
2014
1
Windows 8
2014
1
Windows XP
2014
1
WinVista
2014
1