Implementations Engineer Resume Herndon, VA - Hire IT People

SUMMARY:

Accomplished telecommunications analyst and IT professional with proven track record leading and supporting fast - paced network operations center (LAN and WAN).
Successful history working network elements including customer solutions, alarm management, troubleshooting, maintenance and infrastructure support.
Exceptional customer relations service and support.
Excellent analytical, organizational, written and communication skills.

TECHNICAL SKILLS:

Management and team building processes and procedures.
Working independently on complex assignments and tasks.
Preparing reports and analysis of service failures, trends, and improvements.
Order Management and provisioning. Application support for company products.
Cisco IOS, Network Switches, TCP/IP, EIGRP, BGP, OSPF and MPLS.
Telnet, SSH (Secure Shell), HP OpenView, In-Band / Out of Band network access and topology.
Salesforce, TRS Ticketing, React, and FMS Application software for tracking. MS Office Suite.

PROFESSIONAL EXPERIENCE:

Confidential, Herndon, VA

Implementations Engineer

Developed first class customer experience for new voice products both TDM-based as well as IP-based.
Targeted market segments through increased sales and improved product support.
Enhanced communication and online foundation for customer voice services, mobility and multi-location features.

Confidential, Reston, VA

Network Engineer

Met or exceeded expectations on all annual employee reviews and performance audits.
Completed 80+ hours of annual training as prescribed by company guidelines including Confidential challenges (customer recognition), ‘brown bag’, and ad hoc training sessions.
Served as lead contact on technical and service related issues including ‘corporate’ customer issues and ticket resolution.
Sustained annual ticket and phone audit scores of 98%+.
Maintained ticket mean time to repair (MTTR) within 4 hours.
Maintained high service level recognition from corporate customers: KPMG, SAIC, Rogers and Teletech.

Network Specialist

Met or exceeded expectations on all annual employee reviews and performance audits.
Completed 80+ hours of annual training as prescribed by company guidelines including Confidential University, ‘brown bag’ and ad hoc training sessions.
Maintained ticket mean time to repair (MTTR) within 4 hours.
2001 Quarterly Award recipient for excellent customer service and company best practices.