Customer Support Engineer Resume

SUMMARY:

Proven Network Support Technician with the experience and knowledge to install, configure, upgrade, and maintain telecommunications and data networks and equipment including switches, routers, WAN optimizers, servers, firewalls, VOIP,TV and LANs in data centers, universities, large enterprises, hospitals and retail environments.
Perform Move Add Change work in all of the above computing environments.
Well - versed in application layer protocols such as SIP, RTP, SMTP, and DHCP and OSI Model troubleshooting.
Certified information security professional with knowledge to implement, deploy, and support information security for IT systems and telecommunications networks.
Outstanding troubleshooting skills resolving technical issues using Wireshark packet analyzer, SNMP, and command line tools such as netstat, traceroute, ping and Cisco show commands.
Working knowledge of Windows Server OS, MacOS, Linux and Unix server installation and troubleshooting.
Experienced in working in and leading teams in high-pressure, fast-paced, mission critical environments in the military and civilian sectors.

EXPERIENCE:

Customer Support Engineer

Confidential

Responsibilities:

Respond to SLAs on enterprise-level servers, storage platforms and a variety of vendor server, mass storage, desktop, core legacy and networking devices at data centers, universities, hospitals, and large and small businesses.
Work on various Microsoft operating systems and desktop applications, as well as Unix and Linux systems.
Install, maintain, troubleshoot, repair and optimize hardware/software/networking products and configurations at customer sites.
Ensures customer satisfaction by meeting SLAs and advising customers on preventative maintenance and configurations which may impact product performance.

Network Field Service Engineer

Confidential

Responsibilities:

Install, troubleshoot, repair, configure and upgrade computer and telecommunications equipment and networks including routers, switches, servers, firewalls, VOIP phones, DSL and wireless access points.
Perform installation, relocation, configuration, maintenance and troubleshooting of network peripherals including printers, facsimiles, scanners, copiers and other networked communications equipment for customers in hospitals, corporations, banks, retail outlets, schools and other business environments.

Telecommunications Technician

Confidential

Responsibilities:

Installed, tested and turned-up, configured, maintained, troubleshot and repaired fiber-optic, copper and coaxial telecommunications networks, multiplexers; smartjacks, demarcs, T-1's, cabling and equipment in field and central offices.
Installed, terminated, and validated fiber-optic, CAT 5/6, and coaxial cabling for public infrastructure and enterprise projects.
Experienced in telecommunications and IP protocols and systems, such as SONET, T-Carrier, PBX,ISDN, ATM, Frame Relay, WANs, DSL, FIOS, VPNs, and Optical Carrier networks.

Communications/Electronics Installation Project Leader

Confidential

Responsibilities:

Led ground and airborne radio, voice, data, and telecommunications installations and support activities, including Confidential projects.
Deployed, sustained, troubleshot and repaired voice, data, video network and secure client devices in fixed and deployed environments.
Performed configuration, management and installation of information technology hardware and software. Installed fiber-optic, Cat5/6, and coaxial communications lines and Cisco routers and switches in Southeast Asia as part of Operation Southern Watch. military veteran .it deskside support hands on support phone support excellent customer service skills ability to travel a+ network design configuration support designing local area networks hybrid mac/pc environments implementing and monitoring network security optimizing and maintaining network software and hardware modems turn-up configuration wireless access points tier 1 tier 3 data engineers remediation building and deploying file servers and cloud computing solutions performing network infrastructure troubleshooting installing and managing microsoft exchange server strong network implementation and troubleshooting skills