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Summary
Overview
Work History
Education
Skills
Work Availability
Certification
Timeline

Zentavious Holder

Stone Mountain
Summary

Experienced Information Technology Manager well-versed in infrastructure technology, security planning and daily operations management. Forward-thinking and strategic leader with 8 years' experience in Technical industry. Looking for a growth-oriented position with a progressive organization.

Dynamic team player with excellent IT support skills, a solid understanding of Computer fundamentals, hardware and software functionality, and excellent technical problem resolution abilities.

Self starter and independent thinker with sound judgment and decision making capabilities with ability to utilize technology strategies to increase productivity.

Strong analytical problem solving abilities and a high enthusiasm for developing excellent relationships with people.

Proficient with technology rollouts, installations, migrations, desktop support, programming, training and configurations.

Overview
3
3
Certifications
8
8
years of professional experience
Work History

Retention Representative

Vonage Business Solutions Inc.
2017-10 - Current
  • Identified and qualified customer needs, developed sales strategies
  • Achieved 50% of monthly quota.
  • Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
  • Developed deep knowledge of customer businesses and relationship to company objectives.
  • Contacted clients to verify account information and maintain accuracy, resulting in 50% increase in client satisfaction.
  • Resolved Billing, technical problems, improved operations and provided exceptional client support.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Increased customer satisfaction by resolving service issues.

Technical Support Specialist Tier 2

Vonage Business Solutions
2014-04 - 2017-10
  • Provide support for Small to medium sized business customers via phone, email, Remote Desktop.
  • Network configuration changes based upon SIP technology for proper functionality of VOIP phone system.
  • VOIP phone system installs configuration
  • Troubleshoot devices applications on Vonage Network and Mobile Smart phones and tablets.
  • Collaborated with vendors to locate replacement components, resolve advanced problems.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Configured hardware, devices, software to set up work stations for employees.
  • Broke down evaluated user problems, using test scripts, personal expertise and probing questions.
  • Created support documentation that empowered enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Assessed system hardware software and suggested modifications to reduce lag time and improve overall speed.

Tier 1 Tech agent

IHG Intercontinental Hotels Group
2013-04 - 2014-04
  • Analyze and resolve Technical problem for hotels network,.
  • Symantec/Shadow Protect Backup recovery 2003 and 2008 Servers.
  • Troubleshooting basic workstation functions, printers.
  • Assist with Revenue management using revenue management programs such as Holidex, Opera, and Perform.
  • Active directory, VPN,.
  • Documenting and ticketing using Service Now application.
  • Remote desktop support using Bomgar.
  • Configure hotel workstations with web based applications needed for daily operations.
  • Enroll corporate users mobile devices using MDM Enrollment and pushing applications via AirWatch.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Resolved problems, improved operations and provided exceptional client support.
  • Handled 15 calls per 8 hours to address customer inquiries and concerns.
Education

A+ Certified Information Technology

Technology Center
2012-01 - 2006-10

High School Diploma

Lithonia High School
2001-08 - 2005-05
Skills
Cisco
Firewalls
IBM
Linux
MAC
Windows
Modem
Networks
Router
Servers
Switch
VPN
VOIP

Telecommunication

Intrusion detection/ Intrusion Prevention

Documents And Reports

Test Equipment

Diagnostic Tools

Telephony

Advanced Troubleshooting

System Administration

Computer Science

Recommend Solutions

Design

Automation

Kali

Metasploit

OWASP

Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification

CompTIA A+ Technician

CompTIA Network+

Cisco Certified Network Associate (CCNA)

Timeline

Retention Representative

Vonage Business Solutions Inc.
2017-10 - Current

Technical Support Specialist Tier 2

Vonage Business Solutions
2014-04 - 2017-10

Tier 1 Tech agent

IHG Intercontinental Hotels Group
2013-04 - 2014-04

Cisco Certified Network Associate (CCNA)

CompTIA Network+

CompTIA A+ Technician

High School Diploma

Lithonia High School
2001-08 - 2005-05

A+ Certified Information Technology

Technology Center
2012-01 - 2006-10