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Phoenix Internet - WISP

Small Family Owned Company Using

Motorola Canopy® Wireless Broadband

Help Desk Technician / Account Support

6/05 – 9/06

 

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Help Desk Procedure Manual - Draft

No such manual existed. Therefore, I took the initiative to start developing a manual using documentation that I created and based on the experience I had gained. When time permitted, I worked on this document.

 

Below are the documents I created or revised in order to be able to do my job better and more efficiently while maintaining a professional company image. Some of these documents I was asked to improve, while others I worked on independently. Most of these documents had to be created out of sheer necessity because the company didn't have this type of documentation for daily business transactions, technical duties, or training purposes.

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Order Processing/Billing/Customer Documents

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Daily Tasks List

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Platypus Billing System (Screenshots)

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Order Processing Steps

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Platypus Order Processing Steps

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Platypus Bill Processing Steps

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Installation Timeline Guide
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View for description

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Customer IP Address Sheet-Revised  
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View for description

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Customer IP Address Sheet-Old

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Typical Wireless Installation
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SM Antenna - CAT5 - Surge Suppressor

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Wireless Business Agreement–Revised
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Wireless Business Agreement-Old

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Wireless Residential Agreement–Revised
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Wireless Residential Agreement-Old

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Welcome/Account Activation–Consolidated
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Welcome/Account Activation-Old

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Welcome/Service Activation-Old

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Welcome Letter Creation Instructions

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Customer Acknowledgement Form

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Troubleshooting Procedures & Technical Tasks

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Wombat Help Desk (Screenshots)

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Wireless Troubleshooting Flowchart

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Wireless Speed Complaint Procedure

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Wireless Connectivity Test Overview

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Wireless Connectivity Test Procedure

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Sample Canopy stat page for RSSI & Jitter

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Failed Install Procedure

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Domain Email User Account Creation

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Ensim Website Admin Procedures

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Common Router Tasks & Commands

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Customer Support Documents - Reusable Email

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Antivirus and Antispyware Resources

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Wireless Service Stats

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Wireless Bandwidth Test Results

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FTP Program Recommendations

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Pinging a Website

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Asking for Call Back/Tentative Schedule

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Email Account - Personal/Host Admin

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Email Bounceback Resolution Steps

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Forwarding Email Steps

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Spam from Customer - Notice

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Stop Domain Virus Removal Notices

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Sample VLAN Migration Documents & Notices

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Involved in the migration of approximately
420+ wireless service customers to VLANs.

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Access Point Customers to VLAN (Sample)

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VLAN Configuration Steps

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New IP Address Fax Notice

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Residential IP Address Change Notice

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Customer Contact Documents

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Service expansion is not without challenges

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Cashion Tower Customers-Notice 1/4/06

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Cashion Tower Customers-Status 2/16/06

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Accounts Receivable

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Accounts Receivable Policy

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Credit Card Charge Authorization

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Goldman Collections Placement

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Infotouch - Created list for customer's accounting department to expedite payments that were constantly late. No longer valid.

 

 

 

Intel Corporation - Internship

Semiconductor Manufacturing Technician

5/02 – 5/03

 
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Welcome to Intel!

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Fab 12 - Chandler, AZ (Map)

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Technician Intern Program Guidelines

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Internship/DeVry Schedule (58 KB)

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Chemical Mechanical Planarization

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Internship Experience (33 KB)

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Final Internship Review (165 KB)

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Employment Verification

To help with my CMP duties, I created a reference sheet of CMP processes and a tool inspection check sheet. Trainers in my department saw them and asked for copies to give to people cross-training between CMP and GAARD.  So, I gave them copies of the documents to put on the department website.

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Process Reference Sheet (47 KB)

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Daily Inspection Check Sheet (58 KB)

During a scheduled 1-on-1 with my supervisor, we spoke about my leaving and the new intern(s) he would be receiving.  One of the things I mentioned was that it would have been nice to have received a Planar department internship booklet to give me an initial idea of what to expect.  When I asked if he had been given anything from the previous department supervisor; like an intern booklet or resources to pass on to a new intern; he said, "No.".  So, I offered to create a "Plannar Intern Booklet". He accepted my offer, I worked on it for approximately 5 weeks, and I delivered the finished booklet to him on my last day at Intel.

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Intel Plannar Intern Booklet Sample (490 KB)

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Plannar Intern Booklet Image (49 KB)

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Intel PR: Fab 12 300mm Conversion

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Intel in Your Community - Arizona

 

 



 



 



 


 


High BW Best

Staples - Office Products

Business Machines Associate

6/01 – 5/02

 

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Helped customers make informed purchases on computers, network devices, printers, scanners, copiers, and software.

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Maintained business machines department appearance by stocking and facing merchandise per company standards.

 

Glendale Comm College & DeVry University

Major Exploration

8/98 – 10/01

 

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Business Administration BS Program (To Transfer) - GCC

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Electronics & Computer Technology AAS Program - GCC

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Electronics Engineering Technology BS Program - DeVry

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Full Time - Stafford Loans & Pell Grants (Covered Cost of Living)

 

Westaff - American Express

 Temporary Staff - Last Assignment

1/96-8/98

 
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Westaff-AmEx Assignment Locations (Map)

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Reference: Donna Watkins-TOSC (82 KB)

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Requested back to TOSC 8 months later

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Younkers Travel Service (168 KB)

Below are a number of documents I created while working in American Express's Travel Office Support & Control department (Financial Resource Center: 19th Ave & Beardsley Rd.) in order to do the work better, more efficiently, and help AmEx travel offices with their card stock count.

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Travel Office Reconciliation Process (188 KB)

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Inventory Log Cover Letter (82 KB)

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New & Old Inventory Logs (318 KB)

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New & Old Log Instructions (231 KB)

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Inventory Log Discrepancy (169 KB)

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Were Sent/We Show Logs (305 KB)

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TOSC Department OHRL Directions (397 KB)

 

 


 

 


 

 

 
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