Customer Support Engineer Resume Washington D.C. - Hire IT People

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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Customer Support Engineer Resume

Washington D, C

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