Customer Service Engineer

Darius Anderson

[pic]

**** * **** *** ***. Chicago, IL 60644

Cell 678-***-**** Email *****************@*****.***

Network Administrator

Insightful results-driven IT professional with proven success,

designing, implementing and integrating cost-effective, high performance

technical solutions to meet challenging business needs.

. Solid knowledge of LAN/WAN network administration and support

. Proven expertise in supporting and trouble-shooting hardware,

software, and networking issues.

. Demonstrated ability to satisfy users through analysis and problem

resolution. Recognized as the "go to person" for immediate resolution

to technical issues.

. Organized take-charge professional with exceptional follow through

abilities and detail orientation, able to plan and oversee projects

from conception to successful conclusions.

. Outstanding communication skills, interfaces effectively with upper

management, vendors, staff, peers and users.

. Strong technical background with a solid history of delivering

exceptional customer service. Genuine commitment to quality and

customer satisfaction.

Technical Expertise

Operating System Windows NT Workstation and Server, Windows 2000 Professional and

Server, Novell, Linux, Sun Solaris, HP-UX, Unix, and Windows XP

Hardware Routers, Switches, Hubs, CSU/DSU, IBM PC, Hewlett Packard, Dell,

Compaq, Cisco Routers (1760, 1721, 837, 184), Juniper Routers

Software MS Office Suite, SecureCRT, Remedy, NetCool, Citrix, C++, Front

Page, HTML

Networks/Protocols LAN/WAN, TCP/IP, DNS, DHCP, SMTP, POP, FTP, Telnet, VPN, NetVPN,

ICMP, RIP, NAT, IGRP, TFTP, Ethernet, SONET, OSPF, MPLS, VoIP,

ATM, Frame Relay, IPSEC, BGP, NFS, HTTP, IGRP, EIGRP, PPPoA,

PPPoE, ISIS, T1, T3(DS3), OC-N

Professional Experience

Trilateral Hosting-Atlanta, GA

08/2009-Present

Owner/ IT Consulting

. Provides front line technical support to end users on system and

application support

. Researches, troubleshoots, and resolves software problems

. Experience in implementation, support, and management of complex data

and voice networks

. Content Distribution Networks and related Internet technologies: In-

Depth to Expert knowledge in the areas of DNS, TCP/IP, HTTP

. Experience in managing both voice and data networks

. Experience with Cisco IOS

. Experience managing IP services such as email and web hosting

. Production Internet services, ASP, CLEC, ILEC, and DLEC experience

. Experienced in E-commerce web analytics, Domains, Hosting, and Emails

AT&T-Atlanta, Georgia 01/2002-07/2009

Network Analyst

. Provided Cisco Routers support in the 24X7 NOC (Network Operations

Center)

. Managed AT&T customer's network, utilizing Netcool to monitor network

element alarms, fault analysis, trouble isolation, trouble management,

circuit testing, outage reporting, notification, and escalation

Initiated, updated, tracked, and closed trouble tickets on alarmed

hardware and software circuit fault isolation using remote test

equipment.

. Worked to develop and/or implement network management tools and

processes to improve the NOC capabilities and to ensure quality

service levels across all managed networks.

. Resolved customer network issues in remedy or Netcool on Cisco issues

(utilizing the show commands/SunOS 5.6 Generic sun4u Sparc)

. Cisco Router Troubleshooting, Routing Protocols (BGP, EIGRP, OSPF),

CSU, MUXES, VOIP, Data Circuit troubleshooting

Knowledge of Frame-Relay, T3, and, T1.

INTERLIANT- Atlanta, Georgia 12/2000-09/2001

Unix/NT Administrator

. Tier 1 System Engineer Help desk support

. Responsible for trouble shooting Operating System errors on SunOS,

Linux (HP-UX), and Apace Servers

. Responsible for timely resolution of escalated issues on Unix servers

(SunOS 5.6 Generic sun4u Sparc, Ultra 4-Apache/1.3.14), (SAN)

scripting, web trends, HTML, DNS, SQL, Intermail, Cold Fusion, and

mail issues (Ipswich-Imail/6.00)

. Trouble shooting client server issues using Admin-Auth v2.0.3 or F-

secure

. Remote administration of password resets, backups, recovery, and

permission to reset on client servers

. Resolving issues related to database issues such as Sendmail,

Procmail, Access, Formmail, Cdont, J-mail, SMTP, POP3, SSL, and Perl

scripting

. Responsible for testing SQL databases and MYSQL databases

Interland- Atlanta, Georgia 01/2000-

01/2001

Unix/NT Administrator

. Tier II System Engineer/Help desk support

. Responsible for providing next level support for Tier I Engineers and

Technicians with customer issues, working with senior and junior

engineers.

. Responsible for timely resolution of escalated issues on NT

(Win98/2000) and Unix Servers, scripting web trends, html, DNS, SQL,

(ODBC), Cold Fusion, ASP, Perl, Intermail and mail issues.

. Trouble shooting client server issues using Net Support or Terminal

Server access (IIS)

. Created Domains, configured servers, mail clients, Real Audio server,

SSL and solved routing issues

. Resolved issues related to the Word Wide Web using Internet Explorer,

Netscape Navigator, and Windows NT Workstation

. Remote administration of password resets and permission to reset on

client servers

. Resolved issues related to database issues such as Cold Fusion, ASP,

Access, Formmail, Cdont, J-mail, and perl scripting

Education and Credentials

Associates Degree in Computer Information Systems

Dekalb Technical College, Clarkston Georgia

Certificates

. Linux/Red Hat

. CCNA Internetworking Operating Systems and Lab

. CCNA Managing Cisco Interworks and Labs

. CCNA Advanced IP Routing Connections and Lab

. CCNA Security, Wireless LANS and Lab

. Data Communications Networks Hands on Certifications

. Data Communications Network Advanced Concepts

Applied Professional Training Inc.

References available upon request

Contact this candidate