Engineer Customer Service

Bennie McFarland

**** *** ******

Atlanta, Ga. **328

******.**********@*****.***

919-***-**** cell

Expertise in Network Engineering, Administration, Trouble shooting and Support

Extensive experience in installing, maintaining and supporting communication networks

within and between multiple organizations. I have experience in conducting

assessments, validating service level agreements, conducting extensive network

analysis and results reporting.

Highly effective and results-oriented professional with demonstrated strategic,

organizational and planning capabilities in managing multiple tasks, programs /

projects and division wide initiatives as it relates to networks and network

engineering.

Effective communicator with oral, written, and interpersonal communication skills.

Strong technical and systems engineering competencies; highly successful collaborative

cross- organizational and change management skills.

Core Competencies

Local Area Network Administration

Business Design, Architecture and Capacity Planning

Creating & Sustaining Partnerships

Network performance Monitoring & Improvement

Coordinate Change Management & Routine maintenance

Integrity & Personal Excellence

Effective Written & Oral Communication

Evaluate & Leverage existing Tools and Processes

Proven Problem Solver

-- Core Objective - Ensure Smooth operation of the communication networks for maximum

performance & availability for your Users. --

Domain Experience: Roles:

Broadcasting Network Analysis Specialist

Software Development Network Engineer

eCommerce/Internet Service Support Analyst

Telecommunications Project Engineer

Systems Engineer/Analyst

Additional Information:

Proven Track record for successful Education/Certification:

application of various project management Bachelor of Arts in Communications -

methodologies. Achieved May 1986

Proven leader, results-oriented, decisive, University of North Carolina at Pembroke,

ability to work well with others. Pembroke NC

Strong business ethic. CCNA Certification, planned completion

Superior analytic abilities December 2012

Outstanding communication and relationship

building style Completed Training:

Strong organizational skills; extremely Interconnecting Cisco Networ Devices

detail oriented; superior problem-solving ICND1 - October 2009

skills. Interconnecting Cisco Network Devices

Strong customer service orientation. ICND2 - December 2009

Broad-based knowledge of Business Project Management - December 2008

Continuity and Operational Risk CCNA - Security - July 2012

Management.

Ability to influence individuals at all

levels outside of direct reporting Technology Skills/Applied Aptitude:

relationships through influence, Cisco

negotiation, and collaboration skills Concord System Administration Unix Systems

Administration

Sun SPARCstation's HP NetView

Military Experience: Cisco Internetwork Troubleshooting

Fore ATM HP OpenView

USAF July 1076 to May 1980 Juniper routers

Morse Code Operator Concord systems

Top Secret Etnac clearance Project Management Fundamentals

Project Management Applications

Advanced Cisco Configuration

Routing Protocols: OSPF, EIGRP, BGP, RIP

v1

TCP/IP Protocols

AIX

NFS, the UNIX remote file sharing protocol

Knowledge of SAN/RAS storage

Bugzilla

Sharepoint

Concord EHealth

PROFESSIONAL EXPERIENCE - WORK HISTORY

November 2012 to June 2013 Technical Services Consultant, Hewlett

Packard, Alpharetta Georgia 30004

Currently providing technical support for Hewlett Packards tape

storage device customers. The platforms are as follows: VLS, EML, ESL,

Disk to Disk, and 1/8 G2 Autoloaders. Complete hardware support from

firmware updates to new hardware orders. We share customer platforms via

roomtoroom and room share via the internet. Also provide customers product

documentation and technical solutions to self-solve issues for both NAS and

SAN storage networks. Also, excalation of issues unresolved by 1st level.

Devices troubleshot are ESL, ESL G, EML, Autoloader, and Disk to Disk

platforms. Platforms supported were Unix and Windows.

September 2012 to October 2012 Network Engineer, SmartSource Inc.,

West Chicago IL 60185

. Providing install of Riverbed network appliance with power

and cabling. Configuration provided in statement of work. Short project

lasting one day. Currently on the bench awaiting new projects.

Feb 2009 - Jul 2009 Service Consultant, Computer Associates Cary,

North Carolina

. Diagnose problems and develop solutions using appropriate

tools, data, and analysis techniques.

. Perform QA testing methodologies on upcoming releases.

. Train peers on new technology.

. Research and investigate client and product issues through

analysis of tickets and other information systems.

. Leverage internal technical expertise, including higher-level

engineers, knowledge base, and other internal tools, to

provide the most effective solutions to customer issues.

. Handle the most complex project questions on functionality

and product usage, eliminating the need for Software Engineer

involvement.

. Determine complex resolutions using existing product

technology and/or identify unique methods for accomplishing

tasks using multiple technologies.

. Learn and master multiple Hosting and Managed Services'

offers across various environments to assist Services

Operations Specialists.

. Identify where problems occur within Hosting and Managed

Services, and recommend resolution and areas of defect to

Software Engineers or management.

. Provide input into Development organization or Software

Engineers on updates that are needed to ensure product or

solution quality.

. Follow up with customers to verify issues are resolved.

. Coordinate ownership of technical support issue escalation.

. Perform problem recreations, verifications and resolutions.

. Perform QA testing on upcoming releases to learn new features

and functionality.

. Select appropriate tools, data, and analysis techniques to

diagnose problems and develop solutions.

. Assist Operations Management in QA assessments of team's

issues, check SLA adherence, schedule activities of team

members, and perform other activities as assigned.

. Maintain strong written and verbal communications skills.

. All troubleshooting done on UNIX platform.

Sep 1997 -Oct 2008 Sr. Network Engineer, Verizon Business Cary, North

Carolina

* Provide network performance analysis reporting and follow-up

recommendations relating to key areas of network performance

improvement, focusing on ensuring the network meets both business

and technical objectives and is engineered to exceed quality and

reliability standards.

* Use network management, monitoring and trouble isolation, and any

other appropriate tools at your disposal to diagnose problems and

develop solutions.

* Maintain knowledge of testing methodologies and training on systems

currently in place.

* Communication changes to project scope, project plans. Timelines,

status and issues to complex projects within the network. Unix

support.

* Call escalation and customer support.

May 1996 - Sept 1997 Network Engineer, AT&T Solutions, RTP North Carolina

Apr 1995 - May 1996 Network Engineer, MCI, Cary, North Carolina

Nov 1989 -Apr 1995 Video/Data Technician, Microelectronics Center of

North Carolina (MCNC), RTP, North Carolina

May 1986 - Nov 1989 Master Control and Editing operator for various TV

stations in the Raleigh and Fayetteville, NC area.

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