Resume

1. Leah J. Wagner leahj@zoominternet.net
1030 Eagle Dr. #409
Akron, Ohio 44312
330-610-2498 Cellular
PROFESSIONAL SUMMARY
I am a true leader in the Technology Industry, result oriented, conscientious & flexible. Committed to the
goals of improvement & excellence. I have devoted 25 years to the
Telecommunications/Technology/Network/GPS Industries. My experience and knowledge gained from this
course of my life will be a true asset to your Company. I offer knowledge from a Mainframe, HP, Escala
background as well as being PC literate. I have coordinated support teams, trained new teammates, and
prepared documentation for presentations as well providing an outstanding coaching environment.
 Training, Development & Coaching
 Leadership Management
 Cross Functional Teams
 New Product Testing
 Technical Support Wireline &
Wireless
 Superior Customer Service Leader
 Microsoft Office
 Manager
 Process Control
 PC Proficient
 Process Improvement
 Automation/Dialer
 Task Documentation/Presentations
 Go To Assist
 Network Infrastructure
 Scan to PC, Email, Server, FTP/SMB
 Authentication/Encryption, Email
Servers
 Driver Deployment/Configuration
 Innovator
 Productivity Leader
 ACD Monitoring
CCC- NETWORK ENGINEER
Currently working in my field of desire, providing network support in a helpdesk environment. Installation
of drivers and configuration, assisting outside IT support with deployment and implementation.
Identification of networks assisting IT with assuring proper network configuration. Specializing in Xerox
products with additional knowledge of Ricoh & Sharp & HP. Assist with the set-up of this equipment and
providing troubleshooting skills to solve issues with scanning, printing, user accounts. Proper
configuration of work/private/home networks. The ability to assist clients via remote sessions using Team
Viewer and GoToAssist. Full understanding of DHCP/Static addressing. Configuration on PC’s to enable the
ability of sharing files. In-depth knowledge of proper configuration of anti-virus to permit sharing and
scanning. Port configuration. Active Directory and permissions.
APPLICATION SUPPORT COORDINATOR II
With great success in the sales field arena, I was asked to implement and guide representatives with scripts
I drafted, and I have the skills to help a representatives feel relaxed with what they are presenting.
Implemented spreadsheets from Excel designed to capture daily statistics and automatically compile into
quarterly and annual reports.
During the acquisition of Nebraska & Kentucky territories, I was appointed as the main point of contact.
Due to my abilities, I provided the utmost in quality service and fast resolution. In addition, I have received
recognition for the superior customer service delivered.
Identified a major problem within the database (CPU usage being maxed) due to the addition of several
hundred users. Devised a plan to run release script which was only run once in a 24 hr period. The script ran
every 30 mins. Long Term fix: added 3 HP’s with a load balancer to distribute users evenly. Reduced
support queue calls, from 30-40 in queue, to 8-10 with a decrease in hold time of 60%.

2. Overload on ACD system during major outage. Implemented front end voice message for users to review a
list of current system outages. Further reducing the support call queue.
Set-up of distribution list within Excel and Outlook. Outdated listings and contacts was a very large
problem for getting notifications out. With a Team of 4, recompiled information, adding correct
information such e-mails and phone numbers and convenient drop downs. Protection was also
implemented with this information to prevent alteration of data.
Current Accomplishments
Associates in Network Systems Administration, continuing with education in Bachelors in Cyber Security.
SQL, Active Directory, Server 2008 l, ll , Visio, Cisco Routers, Physical Networking, Linux, Exchange
Very dedicated individual who takes each step in life seriously. Perseverance is a word for which I live by.
EMPLOYMENT HISTORY
7/15 to current ComDoc
CCC Network Engineer
Active Directory, Configuration, DHCP/Static addressing.
Domains/Domain Controller.
SMTP, Anti-Virus, Technical support to IT support.
Port Assignment, Directory/Path scans in a server environment.
Proper configuration of switches, routers, access points.
4/04 to 1/14
Website Design/Consulting, Discrete GPS Software Technology
Supported Websites, SEO, Consultant, Analytics, E-Commerce
Computer Repair, Diagnostics
Domestic/International Shipping
Inventory Control, Billing, Contracts, Office Manager, RFP’s
1/95 to 3/04 Alltel Communications
Application Support Coordinator II
Technical Support Specialist/Roaming Specialist
Technical Services/Credit-watch
Customer Care
6/83 to 1/95 Jerry’s Construction Company
Office Manager, Accounts Payable/Receivable
Installation, Contracts
EDUCATION
ITT Technical Institute
Youngstown, OH
Associates of Applied Science Degree in Network System Administration Bachelors in Cyber
Security.
Mahoning County Joint Vocational School & ITT Technical Institute
Canfield, OH
Drafting & Engineering
Western Reserve
Berlin Center, OH
Diploma