Customer Service Engineer

MARXUS JOHNSON

**** **** ***** ***** • Riverview, Florida 33578

********@*****.*** • 609-***-****

NETWORK ENGINEER PROFILE

Proven experience in WAN and telecom configuration, monitoring, and troubleshooting.

Performance focused professional with knowledge of network technology and extensive

experience installing, configuring, and maintaining hardware, where ability to offer reliable,

consistent service to customers is essential to company longevity within competitive

communications industry. Strong record of providing outstanding support for projects, and daily

operations, meeting multiple deadlines among shifting priorities within dynamic environment.

Excellent at fostering team collaboration and providing individualized customer service.

Highlights of Expertise:

Team Leadership LAN/WAN Administration Customer Service

•1 •4 •7

•2 Budget Accountability •5 Problem Identification / Resolution •8 System Configuration

•3 Project Management •6 Strategic Initiatives •9 Test Execution

Technical Proficiencies:

Platforms: Windows NT / 2000 / 98 / 95, Unix, DOS

Tools: NetworkManager, ISDN, Frame Relay

Hardware: Cisco routers and switches, DMS 500 Switch, Lucent 5ESS Switch, Fujitsu FLM

2400 / 600 / 150, DNX 100, CSU/DSU, Multiplexers/Demultiplexers, Sonet/DMS

Access Node & Transport Node, Alcatel DACS 1671 / 1631 / 1630, FMT 150

Telecom Equipment, Titan 5500 / 532L Digital Cross Connect System

PROFESSIONAL EXPERIENCE

PAETEC ISG, MT LAUREL, NEW JERSEY 7/2009 – CURRENT

SYSTEMS ENGINEER/IPATH INSTALLER

INSTALL, MAINTAIN AND SUPPORT VOIP NETWORKS WITHIN CUSTOMER ORGANIZATION OR BETWEEN ORGANIZATIONS.

TROUBLESHOOT AND RESOLVE AN ISSUES WITH CUSTOMERS CISCO UNIFIED COMMUNICATION EQUIPMENT, FROM ADDING

OR REMOVING USER TO TRANSLATION PATTERNS. MANAGED MULITIPLE CISCO VOIP INSTALLATIONS FROM START TO

FINISH, INCLUDING CONFIGURATION, IMPLIMENATION, AND TRAINING OF USER ON HOW TO USE CISCO IP PHONES AND

UNIFIED MESSAGING.

PAETEC COMMUNICATIONS, Tampa, Florida 3/2000 – 12/2008

Operations Supervisor

Promoted to direct team of 10 switch and field technicians focused on excellent customer service

and maximum system uptime. Ensured successful circuit installations, system maintenance, and

repairs, dispatching staff to address problems and following up with users to ensure satisfaction.

Monitored and analyzed trouble call statistics to investigate and resolve recurring and major

issues. Hired and trained staff; set expectations, monitored performance, and provided career

development opportunities. Created annual and monthly department budget, managing

expenditures within approved limits. Created and updated department procedures and

maintained operations according to company standards.

Key Contributions:

1Key team member on IT initiative to roll out new VoIP media gateway; facilitated system

testing, configuration, and installation.

2Interfaced with internal and external partners, developing key relationships with vendors,

managers, and end users to successfully meet and exceed service level objectives and

project goals within time and budget parameters.

Switch / CO Technician (3/2000 to 3/2007)

Installed, configured, and maintained switches, routers, and digital access carrier systems

(DACS) used by internal business users as well as co located customers. Monitored router

circuits and system logs, implementing upgrades and troubleshooting problems to optimize

system performance. Logged service desk calls, detailing reported issue, root cause, and

solution. Repaired office equipment and computer workstations. Evaluated new software and

hardware; testing system compatibility and performance. Teamed with NOC technicians to

diagnose and repair circuit and equipment failures.

Key Contribution:

3Accountable for performance and uninterrupted availability of WAN hardware services;

maintained awareness of emerging improvements and technological innovations.

AT&T LOCAL SERVICES, Philadelphia, Pennsylvania 1/1999 – 3/2000

Network Control Center Technician

Monitored network equipment performance, reviewing alarms, log files, and failure notices, and

immediately following up on issues and potential risks. Addressed trouble tickets reported by

internal and external customers, maintaining case documentation and resolution notes for

reporting and team reference. Performed remote testing of digital signaling connections (DS0 /

DS1 / DS3) for clients and exchange carriers. Identified and resolved issues with local number

portability (LNP) for private lines and T 1 circuits within switch system.

Key Contribution:

4Developed keen ability to troubleshoot hardware problems and proactively implement tools

and updates to maximize system reliability.

** *** **

Gained additional experience providing IT support and maintaining network connectivity as

Technical Controller with U.S. Navy.

PROFESSIONAL TRAINING

Certification

Cisco Certified Network Associate (CCNA)

Cisco Certified Network Professional Voice (CCNP Voice)

Professional Development

Lucent 5E Hands on Training Alcatel 1631 LMC Operations & Maintenance Training

Synchrony ST Operations Link/2+ Integrated Connectivity Systems ISABPS/VERDIN

Integrated Telecommunications Operator Training

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