Customer Service Engineer
Resume:
KENNETH E. HART, JR.
Columbia, SC 29201
*******@*****.***
Skills
OBJECTIVE
Seeking a position in the IT industry that will allow me to Able to
provide a dedicated work ethic which will allow me to be an asset install
to their organization. wireless and
wired
Skills networks.
Knowledge of Cisco and Juniper routers and analyzing various Able to
router and switch issues. configure
Knowledge diagnosing and configuring of Nortel 6100 and 6000 server,
Optical Multiservice Edge, and Fijitsu Flashwave 4500 and 4100 as router,
well as Cisco 15454, 15310MA, and 15310CL Optical Network Service switch, and
devices. wireless
Knowledge of JDSU with provisioning and testing of circuits as access
well as providing test assist with LECs and CLECs. points.
Knowledge of provisioning circuits (T1, T3, STS1, OC3, OC12). Provide 3rd
Configuring circuits on various devices per circuit layout. level
Knowledge of Telenium Network Management Tool and its technical
relationship with various network devices. support.
Able to install wireless and wired networks. Inbound Call
Able to configure server, router, switch, and wireless access Center,
points. Provide 3rd level technical support. Customer
Inbound Call Center, Customer Service, Help Desk, and Network Service, Help
Operations Center (NOC). Desk, and
Experience with Tivoli, Vantive, and Remedy, Clarify, BMP, and CA Network
ticketing systems. Operations
Knowledge of Millenium, HP Openview, Netview, and Netexpert Center (NOC).
network monitoring tools.
Knowledge of async, sync, x.25, TCP/IP, DNS, DHCP, Static IP Experience
Token Ring and Ethernet. with Tivoli,
Able to utilize dial backup/autodialer on lease line failures. Vantive, and
Able to use RS232 Break out Box, Communications Test Set, Pair Remedy,
Tester. Operative knowledge of various modems and CSUs (Racal, Clarify, BMP,
Codex, & AT&T Paradyne). and CA
Knowledge of Analog, digital, DSL, VDSL, Frame Relay, and SONET ticketing
circuits. Able to install, cross connect and troubleshoot systems.
circuits. Knowledge of
Knowledge of Data Switch to Encryptor to DSU/CSU to Front End HP Openview,
installation. Able to work in a Unix environment. Netview, and
Responded to outages of backbone circuits (from T-1 to OC48) Netexpert
issues such as interface outages, flapping, public and private network
peering (BGP, IBGP, EBGP), and network integrity. monitoring
Knowledge of Windows XP, Microsoft Office, Microsoft Word, tools.
Microsoft Excel, Powerpoint, Lotus Notes, Microsoft Mail, and CC Knowledge of
Mail. Knowledge of CTP, I-Core Millenium, and Netscope diagnostic Cisco and
tools. Juniper
Able to use Active Directory to verify system status, reset routers and
passwords, verify member privileges, and unlock accounts. analyzing
Knowledge of the Compass application. various
router and
switch
issues.
Knowledge of
async, sync,
EXPERIENCE x.25, TCP/IP,
IT Network Analyst DNS, DHCP,
December 2010-February 2011 Static IP
Duke Energy (Contract with Insight Global) Charlotte, NC Token Ring
and Ethernet.
Able to
Provided network support through Hot Seat, Back Up Hot Seat, Data utilize dial
Hot Seat, and Provisioning duties. Network was monitored by backup/autodi
Telenium Network Management Tool. Provided test assist and ticket aler on lease
updates from, field technicians, LEC and CLECs. Provisioned line
circuits by configuring ports on Cisco 15454, 15310MA, and failures.
15310CL Optical Network Service devices, Nortel 6100 and 6000 Able to use
Optical Multiservice Edge, and Fijitsu Flashwave 4500 and 4100. RS232 Break
out Box,
NOC Surveillance Specialist Communication
Time Warner Cable (Contract with Softpath, LLC) West Columbia, s Test Set,
SC July 2010-August 2010 Pair Tester.
Operative
Monitored the network for the North and South Carolina region. knowledge of
Responded to network outages of routers, switches, VIOP, data, various
and video. Utilized Unified, Big Brother, and ICOMS to detect modems and
outages. Coordinated with hub techs, field techs, IGS, and CSUs (Racal,
engineers to resolve the various issues as required. Used Remedy Codex, & AT&T
ticketing system to track various issues. Escalated outages Paradyne).
through Access Point Notification per procedures as needed. Knowledge of
Analog,
digital, DSL,
VDSL, Frame
Network Engineer Relay, and
October 2009-February 2010 SONET
US Department of Energy (Subcontract with TFE Inc), Savannah circuits.
River Site, SC Able to
install,
Configured and upgraded HP network switches to US Dept of DOE cross connect
standard. Maintained DNS, DHCP, and Unix based network equipment and
databases. Added devices to DNS and Text records for user as troubleshoot
needed. Provided Engineer Level support of customers and field circuits.
technicians. Knowledge of
Data Switch
Network Technician to Encryptor
September 2006 -September 2008 to DSU/CSU to
Teledex LLC, San Jose, California Front End
installation.
Installed wireless networks to VDSL circuits at various resorts Able to work
and hotels throughout the United States. Configure Antlab and in a Unix
IP3 servers, Teledex Expressnet switches, and Teledex Expressnet environment.
wireless access points. Configured IP addresses of servers (with Knowledge of
built in firewall settings) and switches as well as DNS addresses Windows XP,
for the servers. Installed POE concentrators, and Fiber to Microsoft
Ethernet converters. Provide 3rd level technical support and Office,
trained contracted employees. Microsoft
Word,
Microsoft
Network Engineer Manager October Excel,
2005 - August 2006 Powerpoint,
AT&T (Contract), Dallas, Texas Lotus Notes,
Microsoft
Support and pursue recovery for maintenance operational functions Mail, and CC
for Frame Relay, T-1, T-3, ATM, IPFR, IPATM, & SONET circuits. Mail.
Coordinate and delegate circuit issues with LECs and CLECs by Knowledge of
phone and electronic bonding. Perform non-intrusive testing on CTP, I-Core
circuits with diagnostic tools (CTP, Netscope, I-Core). Analyze Millenium,
circuit integrity by checking DDM1000, NCOE, and Acatel DACS. and Netscope
Provided engineering of circuits as needed for analysis. diagnostic
tools. Able
to use Active
Directory to
verify system
status, reset
passwords,
verify member
Helpdesk Analyst privileges,
June 2005 - August 2005 and unlock
Telvista, Dallas, Texas accounts.
Knowledge of
Received incoming calls from users from the 7-Eleven Corporation, the Compass
contractors, and vendors. I investigate Outlook email issues and application.
computer hardware/software issues. I also assisted with various
application problems and network issues. Resetted user passwords
for Active Directory, NavigatER, ACS mainframe access, and
Lighthouse.
Installation Support Technician (Contract)
June 2004 - April 2005
Blockbuster, McKinney, Texas
Primary technical contact for critical issues for a global IBM
Intranet application. Served. Tasks included resolving technical References
failures in a timely manner, automating application monitoring Available
tools, and providing technical expertise for application Upon Request
upgrades. Prepared technical training and process documentation
for team, to aid with day-to-day support issues.
Customer Service Agent
February 2003 - February 2004
Experian, Allen, Texas
Handled consumer credit report issues in call center via inbound
calls or mail. Initiated or resolved credit report inaccuracies
on a case by case basis. Gave sound advice on credit and
financial responsibility to consumers.
Senior Network Analyst/Team Lead
January 1998 - December 2001
NTT Verio, Dallas, Texas
Held team meetings and delegated team responsibilities and
issues. I was also responsible for monitoring proactively,
analyzing, and resolving WAN, ICMP, and IP network issues using
Netxpert Monitoring System. Responded to outages of backbone
circuits (from T-1 to OC48) issues such as interface outages,
flapping, public and private peering (BGP, IBGP, EBGP), and
network integrity. Monitored DSL customers using Redback routers.
Worked with engineers to provision circuits and network upgrades.
Performed configurations on Cisco 4000 to 7800 series routers and
Juniper routers as requested. Assisted LEC and CLECS with testing
of circuits. Also handled DNS, DoS attacks, mail and equipment
problems. Used the Aspect PBX to communicate with vendors,
engineers, and technicians.
Network Technician (Contract)
June 1997- December 1997
Fidelity Investments, Irving, Texas
Monitored and responded to various network problems. Used MAXM,
Clearview, STM, NV6000, HP Openview, IDNX NMS 5000, Netview,
Telenex Matrix Switch, Firebird, HP Datascope, Pace ticket
system, and Netspy. Interact with customers, telco, and vendors
as required. Tested and diagnosed Cisco 5000 routers, T-1 and
Frame Relay circuits, CSUs, hubs, Cisco 2500 switches as needed.
Senior NOC Network Operator
February 1997- June 1997
MCI Systemhouse, Dallas, Texas
Proactive monitoring and troubleshooting of Global Network and
NetworkMCI (WAN, LAN, Cisco Routers, Servers) by way of HP
Openview, Netview, Compaq Insight Manager, Soft Switch Mail
Monitor, NetLabs, and LanAlert Console. Also monitored internal
network. Interaction with customers, telco, and vendors. Trained
employees on network diagnostic tools.
Network Technician
January 1996- February 1997
Affiliated Computer Systems, Dallas, Texas
Responded to customer and in house communication problems. Heavy
interaction with customers and vendors. Monitor network which
connects over 3000 ATM's, dozens of T-1 circuits. Performed BERT
and loopback test with Telco and Field Techs. Problems analyzed
by CMS 9000 T-1 Management System, CMS 400, Telenex Matrix
Switch, IRMA IBM 3270 Emulator, Tandem Terminal Emulator, Netview
6000, Navtel Test Set, Telenex Datascope, and Cisco routers.
EDUCATION
Telecommunications/Computer Technology
AAS Degree
LaGuardia (CUNY), New York, NY
GPA 3.17/4.0
Studies focused in basic applications, creating scripts, electronic
circuitry, network topology & design. Implemented studies through
internships to apply the knowledge directly.
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