Miles Comer
21150 N Tatum Blvd Apt 3053 / Phoenix AZ / 85050 / 806-790-4259 / milescomer@gmail.com
November 2005 to Present: Communication Specialist - Phoenix AZ - AT&T
Responsible for all desktop IT issues for AT&T retail stores in Arizona and New
Mexico, coordinating with a regional team and help desk. Install pre-configured
Partner phone system and punch down from demark to extensions, install
pre-configured Cisco router and switch; setup RIM blackberries, wireless air
cards, WiFi access points, and "Point of Sale" peripherals.
- "Subject Matter Expert" (SME) for testing of new software. Facilitated
communication of how many systems would need to be tested and by when for the
team and then report on results.
- Participated in several deployment projects which introduced new features into
our retail stores. Working closely with my Team Lead, project Subject Matter
Experts, and Project Manager.
- Produced documentation that is used as a reference for collaboration and
information gathering on internal "wiki". Examples of which include:
Configuration of outlook and pst files; Connecting iPhone to WiFi; Updating the
date and time on the retail store phones; Ordering equipment with internal
processes; Creating bootable discs for re-imaging; Mobile phone setup for
corporate email; Descriptions of Active Directory policies and groups; New hire
on-boarding.
- Trained with New Horizons on "Interconnecting Cisco Networking Devices Part 1"
and "Designing Security for Microsoft Networks" that included hands on
modifications of Cisco router configurations and Windows Server 2003.
- Worked with multiple departments within AT&T and with Apple engineers to create
an iPhone Demo Restoration project that allowed for a streamlined approach to
setting up demo units in retail stores.
- Setup a page customized for our department with quick links and customized
search called a Jumppoint.
- Participated with a special team on transitioning four stores in Idaho to AT&T
systems.
- Scheduled and performed work outside of normal working hours to reduce impact on
retail operations.
- Discovered and removed a phone system from the back of a store after confirming
that all the cables were either dead ends or disconnected, silenced a system
that had been running nonstop but unused for the past 9 years.
- Completed clean up and reorganization of stock rooms providing for efficient
storage of deployable assets, and updated asset receiving routine reducing total
number of "lost" assets. Reduced cost of new store builds by having an accurate
count of existing spare inventory.
- Worked with sales operations team to trial a project of deploying laptops
showing AT&T's new 3G network, this project was later picked up for nationwide
deployment.
- 2007 Evaluation "Miles has great customer rapport and it shows in his Customer
Satisfaction ratings. Miles is willing to do what ever is asked of him to get
the job completed, whether it is a project or a customer request."
- 2008 My end of year ticket report was within 98.83% of resolving issues within
the time expected and 100% Customer Satisfaction results.
- Earned "Key Contributor" designation for 2008.
October 2004 to November 2005: IT Analyst - Lubbock TX - AT&T Responsible for
all desktop IT issues for the AT&T Customer Service Call Center, with a team of
3 and coordinating with a help desk. Install Microsoft Windows desktops, do
testing of how new software or patches would affect mission critical
applications, clearing space off network file shares, working with 1700+
customer service reps and managers.
- Received On-The-Spot award for developing company wide solution.
June 2003 to October 2004: Customer Service Representative - Lubbock TX - AT&T
Assist AT&T customers to solve minor billing or technical problems with their
cell phones.
- Earned recognition as being in the top 5% of all representatives for the final
two months in the position.
October 2000 to September 2004: Student Assistant - Lubbock TX Southwest
Collections Library - Texas Tech University Assist 90 users with operation of
their computers using Windows.
BBA Management Information Systems, 2003 Texas Tech University 3.2 GPA