Customer Service Engineer

Daniel Beaton

**** * ** ** *** # ***

Hialeah Florida 33016

Email: **********@*****.***

Ph: 786-***-****

Objective:

. Seeking full-time position as IT/Networking Engineer where I could

develop my skill in the Telecommunications and Information Technology

field and gain positive work experience.

. Maintenance and troubleshooting experience with SONET rates of DS1, DS3,

OC48, and OC192.

. Ability to design hierarchical network structures and assign subnet over

various physical media types, ATM and Ethernet.

. Over two years of supervised experience designing, installing, and

configuring Local Area Networks and designing and simulating Wide Area

Networks in a lab environment.

Certifications:

. CompTIA A+

. Cisco Certified Networking Associate (CCNA), 2010

. Cisco Certified Networking Professional (CCNP), Pursuing

Education:

. Miami Dade College, 2010

. Associate in Science: Networking Services Technology - Cisco, GPA: 3.46.

. Associate in Arts: Systems Information Technology.

. Bachelors in Science of Information Technology, Florida International

University (FIU) major, (pursuing)

Skills:

Intro to Microcomputers (Microsoft Office Applications: Word, Excel, Power

Point, Basic Access knowledge), C++, Basic Linux. Proficient in Microsoft

Windows 7, Vista, XP, MS-DOS knowledge. Knowledge of Microsoft Office

Suite, HP Servers. Networking skills include: Networking Fundamentals,

Advanced Router Technology, Cisco Project Based Learning, DHCP, NAT,

Subnetting, Cisco Routers Configuration, Vlan Configuration, Switchport

security Configuration, Access List Configuration, Route map configuration,

Distribute list, prefix list configuration, LAN Configuration of

Workstations, BGP, OSPF, EIGRP, RIP, Basic IS-IS, Configuration at the

CCNP level, Basic MPLS knowledge, Network Printers Wireless and Wired.

Customer Service Experience. IPv6 configuration of routers for OSPFv3;

MBGP; EIGRP; RIPng; Tunneling 6to4, GRE; Dual Stack Configuration. STP,

PVST, MST, Etherchannel configuration, STP configuration, Private and

Community Vlan configuration. Well organized, self starter, flexible

approach to working hours,

Experience:

Telefonica USA, Doral FL

Feb 10 - Current

NOC Operator

. Proactive monitoring and analysis of network performance and network

incidents for all of Telefonica Global customers' network infrastructures

in Latin America's

. Troubleshoot incidents as a level 1 and level 2.

. Ticketing System Remedy BMC to create and assign tickets, as well as

using the proper documentation.

. Access to unlimited resources as a NOC Engineer tier 1 given that I see

all configurations, Topologies designs of any given network.

. Monitor WMS network element alarms using Orion Solarwinds.

. Identify and reporting incident to the correct local provider; start the

initial troubleshooting process while taking ownership of WAN network

environments to resolution while properly documenting all work activity

in the ticketing system.

. Assist either clients or providers with configuration issues, initial,

ongoing or final troubleshooting of different network problems from an

ISP, WAN to LAN and WAN to Cloud perspective.

. Provide Customer Service, maintain the clients inform with periodic

updates of ongoing escalations within the company or from local

providers. Responsible for proper escalations within the company or to

other organizations' NOC.

. The use of Topology tables in order to provide a clear understanding of

situations; e.g.: while placing a loop or isolating errors on a circuit,

or correcting possible configuration issues.

. Provide a clear Reason for outage to the clients.

. Troubleshooting support for BGP routing incidents, MPLS, Clear Channels,

ATM, Frame relay, transmission circuits, with the assistance of network

topologies.

. Communicate with customers during and after course of troubleshooting.

Support Layer 2 services (e-line, e-LAN), Internet services (DIA) (to

include BGP support), and Core network.

. Customer and Core Network support (IP/Ethernet/clear channels).

Troubleshoot, isolate and fix IP/Ethernet troubles.

. Access to unlimited resources as a NOC Engineer tier 1 given that I see

all configurations, Topologies designs of any given network.

. Customer Premises Equipment management consists for all customer site of

Cisco routers 2800 series. Provide edge equipment include Passports;

Juniper Router M40e; Cisco Catalyst 4507r, Nortel, among others.

. Maintenance and troubleshooting experience with SONET rates of DS1, DS3,

OC48, and OC192.

. Perform troubleshooting tasks for connectivity, speed, and packet loss

issues (network performance issues).

. NOC acceptance process, commissioning support, provisioning support &

testing support of services implemented.

. Meet SLA requirements for all customers,

Boost Mobile, Hialeah FL

Sept 09 - Feb 10

Shift officer

. Retail phone sales, make customers' payments

. Provide level 1 troubleshooting for cellular connectivity.

. Provided Customer Service

. Sundays I was shift officer of the store responsibilities included,

opening and closing of the store, responsible for end of day transactions

through Quick Books were done correctly.

. Responsible for the other 1, or 2 employees performed at their best.

Anmar International, Miami, FL

Aug 07 - May 09

Computer Technician/ (Owner's Assistant).

. Placed company orders for store supplies (motherboards, CPU, Power

Supplies, RAM, Hard drives) etc.

. Collected payment for orders, Customer service a must.

. Computer sales and repair.

. Data recovery, spyware and virus removal.

. Install and troubleshoot Windows XP machines.

. ERD commander to recover lost passwords.

. Use of Acronis to clone PCs' for faster OS install.

. Backup and data recovery.

. Driver Install and configuration on Microsoft OS machines.

. Hardware replacement of damaged parts, hardware failure detection and

isolation, like power supplies, ram, motherboards, CPU, etc.

. Home and Office network setup.

. Responsible for RMA for the store.

A1A Car Care Center, Miami FL

Sept 06 - Mar 07

Service Writer/ Owner's Assistant

. Creating work orders for mechanics and clients using proprietary database

software.

. Performed end of day transactions, customer service, and payroll for

mechanics on the weekends when owner out of town due to business trips.

. Answered telephone calls and service writer experience.

Other Accomplishments and Activities

. National School of Technology of Cardiovascular technicians (Certify

technician in 2006).

. CPR Certified.

. Other Information

. Future goals include becoming CCIE Certified and CCNA security as well;

obtain a BS and MS in Telecommunications from Florida International

University (FIU).

. Perfectly fluent in English and Spanish.

. References available upon request.

Personal Reference within FPL

. Raj Selvaraj. Cell # 954-***-****

Contact this candidate