Customer Service Engineer

Objective:

To obtain a position that will utilize my proven technical abilities, as an

Information Technology Support Specialist, and continue providing quality

customer service, while utilizing my extensive knowledge of network,

maintenance, installation, and repair of computers and their peripheral

devices.

Summary of Qualifications:

. 10 plus years of experience in the Information Technology industry.

. Possessed a Top Secret/ SCI government security clearance from 1984-1989.

. Skilled in providing customer service, installation, repair, and

maintenance of computers, computer networks, and their peripheral

devices.

. Ten years of experience installing and maintaining Cisco and 3Com

networking routers.

. Ten years experience installing and maintaining McAfee EPO 3.0 and 4.0

Virus and Spyware protection.

. Capable of managing multiple sites while providing support and ensuring

minimum downtime of customer's equipment.

. Proven ability to support multiple platforms as a Senior Customer Field

Service Engineer responsible for one large site, eight medium sites, and

numerous small sites.

. Knowledgeable of Novell CNE IntranetWare, NetWare 4.11 and Novell Netware

5.12.

. Knowledgeable of Win Server 2000 and Win Server 2003.

. Expert knowledge of Windows Operating Systems: Windows 95, Windows 98,

Windows 2000, and Windows XP.

. Capable implementation of core networking services via TCP/IP Windows NT,

Windows Server 2003, Active Directory, DHCP, WINS, and DNS.

Technical Expertise:

Operating Systems: Windows 3.0, Windows NT 4.0, Windows 9X and ME, Windows

2000, Windows 2003, Windows XP Professional, Windows Vista, Novell Netware

4.X, Novell Netware 5.X, Unix and Unisys BTOS.

Hardware: Cisco 2500 and 2600 Series Routers, Cisco Switches, Netgear

Switches and Routers, 3Com Routers, Switches and Hubs, Concentric Servers,

Dell Switches, Dell PCs, Gateway PCs, Compaq PCs, AOpen PCs and Laptops,

Hewlett Packard PCs and Printers, Lexmark Printers, Genicom Printers,

Unisys PCs and Printers, RAID disk drives, IDE Drives, SCSI Drives, SATA

Drives, RAM, DDR, and SDRAM upgrades.

Software: MacAfee Anti-Virus and Spyware protection, Norton Anti-Virus,

Microsoft Office Suite, Hyper Terminal, Windows Server Terminal, MS IIS

Server, Cisco IOS, MS Proxy Server, Adobe Acrobat, Java Runtime

Environment, Internet Explorer, Netscape, and multiple Commercial Off-the-

Shelf products.

Networks / Protocols: TCP/IP, Frame Relay, Ethernet, WLAN - IEE802.11,

Internetwork Packet Exchange (IPX), Domain Name System (DNS), Dynamic Host

Configuration Protocol (DHCP), File Transfer Protocol (FTP).

Work History:

o Symco Group Incorporated, Suwanee, GA, Customer Service Engineer, 1996-

Present

. Responsible for the installation and maintenance of new networks

consisting of Cisco

Routers, Dell switches, 3 Com switches, and 3Com routers.

. Provided all hardware and software support required in the

implementation of new and existing networks.

. Responsible for the installation, repair and maintenance of Unisys

NDP Sorters

. Responsible for the installation, repair and maintenance of NCR

Automated Teller Machines and NCR 7766 Proofing equipment.

. Recommended the acquisition of a parts storage warehouse to support

regional operations, this resulted in a significant decrease in

customer downtime. Further results included a significant customer

savings and a 50 percent decrease in network downtime.

. Additionally, responsible for generating $50,000 in new company

revenue by recommending upgrades for existing customer networks,

resulting in increased network capacity for all customers.

o Genicom Corporation, Norcross, GA, Customer Service Engineer, 1995-1996

. Installed and maintained Windows based networks with routers,

switches and other associated hardware and software for the State

of Georgia's Department of Family and Children Services.

. Serviced the computers, printers, and networks in accordance with

the service level agreement. Consistently met or exceeded customer

satisfaction requirements.

. Managed the company's regional repair facility.

. Generated additional revenues, by achieving substantial customer

satisfaction levels.

o American Computer Technology, Tucker, GA, Senior Customer Service

Engineer, 1993-1995

. Installed and maintained multiple Windows NT LAN networks

. Installed and maintained two Novell Networks valued at over

$100,000 each at start-up.

. Maintained a high level of customer satisfaction as a Senior

Customers Service Engineer.

o Unisys Corporation, Augusta, GA, Senior Customer Service Engineer, 1984-

1993

. Installed and maintained 2,000 MS DOS personal computers, 200 BTOS

TACCS units (Tactical Army Combat Computer System).

. Responsible for the installation and maintenance of 8 medium UNIX

sites. Each site generating $20,000 each per site for a period of

9 years.

. Nominated by the customer for Customer Satisfaction Achievement

Award. Recognized by the Vice President and General Manager of

Customer Service Support, receiving a cash award.

. Established and achieved a reduction in operating expenses of

$10,000 a year through the area office Quality Circles Program.

Education:

. Cisco Network Academy, Augusta Technical College, Augusta, GA, 2000-2002,

3.7 GPA

. Networking Specialist, Augusta Area Technical School, Augusta, GA, 1998-

2002, 3.7 GPA

. Novell Certified Network Engineer (CNE), Core Technologies,

IntranetWare/NetWare 4.11, Augusta Technical Institute Center for Advance

Technologies, Augusta, GA, 1998

. Introduction to Local Area Networks, Augusta Technical Institute Center

for Advance Technologies, Augusta, GA,1997

. MS DOS Basic, Unisys Corporation, Augusta, GA, 1992

. Managing Quality, Unisys Corporation, Greenville, SC, 1992

. Unix Software Support, Unisys Corporation, Princeton, NJ, 1989

. Unix Hardware Support, Unisys Corporation, Princeton, NJ, 1989

. IBM Systems 34/36, Unisys Corporation, Princeton, NJ, 1986

. Medium Systems DCT 9000, Sperry Corporation, Egan Minnesota, 1986

. Computer Control Cutting Systems, Gerber Technology, Vernon Connecticut,

1984

. Basic Supervision, Midlands Technical College, Colombia SC, 1982

. Electronic Technology, Augusta Technical Institute, Augusta, GA, 1976-

1978

LICENSES: (License # PG-6-28564)

Federal Communications Commission, General Radiotelephone Operator

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