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Customer Support Engineer Resume

Washington D, C

SUMMARY:

Motivated IT engineer possessing exceptional troubleshooting/configuration skills on Cisco Routers & Switches, experience with solving networking issues and resolve end user problems. Seeking to work as a Network Engineer with a growing company to further develop skills in a fast - paced environment.

TECHNICAL SKILLS:

Routing Protocols: BGP, TCP/IP, EIGRP, OSPF, RIP

LAN/WAN Technologies: Ethernet, Fast Ethernet, Gigabit Ethernet, Spanning Tree

Troubleshooting using tools: such as ping, telnet and trace route

Network Routing Hardware: Cisco ASR 9000 series (ASR 9001, 9010), Cisco ME 3400s (ME- 3400E) and 3550s, Cisco Router 1941, Cisco Switch Catalyst 4500, Cisco Switch 2960

Implementation of IP addresses: Static routes, BGP routing, DNS, VLAN, Tunneling, IPSec

Troubleshooting and configuring Layer 3 Circuits: IP addressing (IPv4 & IPv6), Static Routing, BGP Routing, Route Policies, Iperf Testing, Configuring Null Routes, Blackhole Sessions for DDOS mitigation.

Troubleshooting and configuring Layer 2 Circuits: Point to Point Circuits with Access or Trunk Ports, Tunnels between 2 sites, Iperf Testing (TCP/UDP traffic)

Troubleshooting and configuring Layer 2 Mesh Circuits: VPLS Mesh Circuits between multiple sites

Troubleshooting Layer 1 Hardware Devices: 100 Mbps Media Converters Telco Systems 2141, 1Gig Media Converters Metrobility R200

Troubleshooting: issues such as Latency, Packet Loss, Link Errors, Throughput, BGP, DNS, ICMP traffic

Operating Systems: Cisco IOS, Cisco IOSXR

Port: Bundle-ethernet (Lag circuits), VLAN interfaces, Trunking

Ticketing System: BMC Remedy, Salesforce

Secure CRT: Cisco Jabber, GNS3, Packet Tracer, Putty, TeraTerm, Wireshark

SharePoint: Microsoft Office

PROFESSIONAL EXPERIENCE:

Customer Support Engineer

Confidential, Washington D.C.

  • Identify and troubleshoot network issues on customer circuits at Layer 1, Layer, 2 and Layer 3 level and escalate the issue to higher level of support, when required via phone and email.
  • Take an average of 20 inbound customer calls and resolve 15 tickets daily.
  • Resolve customer issue tickets, ensure that customers are updated with their ticket status and progress is being made towards solving their issue by documenting updates.
  • Troubleshoot, configure LAN/WAN infrastructures, Point to Point MPLS Circuits, VPLS Mesh circuits.
  • Work professionally with customers, vendors, Telco, internal groups and field engineers from the company.

IT Operations Team Lead

Confidential

  • Worked in a team and used Cisco Network CCNA skills, implemented ‘Enterprise Network’, setting static routing & dynamic routing protocols like ospf, eigrp; created GRE & IP security tunnels, configured switch as a DHCP server and configuring access lists on routers.
  • Installed and troubleshoot computer hardware, software and peripheral equipment like printers and scanners on network.
  • Supported Windows XP, Windows Vista, Windows 7 and Windows 8 Operating Systems, shared drive mapping and hardware tier 1 supporting.
  • Configured, installed, and troubleshoot desktop and network printers.
  • Ensured that all tickets are documented with status, customer communications and full description of the problem/resolution daily.

Quality Analyst

Confidential

  • Performed dimensions on the manufactured products in compliance to customer drawings specifications.
  • Maintained all necessary quality records and reports, such as Poka Yoke verification documents.
  • Prepared quality manual and standard quality procedures.

Confidential

Network Engineering Intern

  • Administration and troubleshooting Windows 2003 Active Directory, Server Group Policies; create, change, and delete user accounts.
  • Install and update computer software, drivers, firmware, and desktop images.
  • Walk end users through installing applications and software’s, file and printer sharing.

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