Customer Service Engineer
Resume:
DOUGLAS W. JONES
Lawrenceville GA *****
*.********@*******.***
__________________________________________________________________________
SUMMARY
Technical professional with twenty-seven years in Telephony, including 17
years in installation and maintenance of telephone PBX and Key Systems
(Nortel, NEC, Toshiba,), ten years in residential cabling and twenty years
office building cabling and nine years in desktop support on Dell and HP
desktop and laptops.
Skills
. Installing OS systems, Microsoft Windows NT,9x,2000,XP and Vista on
desktops and laptops
. Installing Microsoft Office Products
. Using remote tools, DameWare and pcAnywhere
. Setting up DNS setting and static IP's on workstations, desktops and
laptops
. Install of Cisco VOIP routers and switches in data room racks
. Run patch cables from switches to patch panels
. Installation and maintenance of Nortel Meridian and NEC PBX
. Installation of servers in racks in the data centers
. Replacing various components in the servers
. Network connectivity requirements for all equipment
. HP Service Desk Ticketing systems
. Lotus Notes
PROFESSIONAL EXPERIENCE
TekSystems Atlanta, Ga
Desktop Support Technician
2010
Hewlett Packard (Clorox)Windows 2000 upgrade to Windows Vista business
Used User State Migration tool to scan profile of computer back up data to
external hard drive
Capture old Windows 2000 image
Installed new Windows Vista OS
Installed clients data on computer and all applications
Upgraded new memory to computers
Added clients PC back to the AD domain
Checked clients PC for current BIOS version and upgraded if necessary
SPRINT Atlanta, Georgia
2000-2009
Senior System Analyst II Support
Reimaging PC, installing software Microsoft Windows NT, 9x, 2000, XP and
Vista on a daily bases for desktops and laptops users
I installed Microsoft Office Products 2000,2003 and 2007
Added clients desktops and laptops to the Sprint domain
Setup the wireless profile for clients laptops
Setup static IP's on workstations for different VLAN's for groups
Refresh computers from Windows 98 OS to NT,2000,XP and Vista OS
Refresh old desktop and laptops to new Dells, backup clients data and
install on new PC's on a daily basis
I perform problem investigation & diagnosis on computers hardware
Receive and respond to incoming calls, e-mails, and/or work order
production systems regarding desktop/laptop problems
I replaced hardware, such as hard drives, motherboards,memoy,processors and
displays on desktops and laptops
I used remote programs to trouble shoot computers before going to the
clients
Maintain an inventory of all disposed monitors, keyboards, hard drives,
modems, network cards, and other components and equipment via a disposal
tracking system
I setup Point of Sales stations for Sprint /Nextel retail
stores,computers,printers,barcode scanners and signature pads
Installed and worked trouble on wireless bar code scanners for Sprint
warehouse remote and on site
Installed and worked trouble on signature pads in Sprint retail stores
remote and on site
Installed and worked trouble on wireless networks (Cisco)
Add printers to network and setup clients PC's to print
Worked on large projects moving groups from one floor to another floor that
was on going because of clients needs
Worked outside normal business hours
SPRINT Atlanta, Georgia
Customer Service Analyst
1996-2000
I worked with the network Engineer to install routers and switches in racks
and patch all connections to patch panels for projects
I added lan connections for new clients and perform problem investigation &
diagnosis on all connections on a daily basis
I installed network cabling and terminated on patch panels and jacks for
servers in data racks and for clients in cubes
Installation and maintenance of Nortel Meridian and NEC PBX for new sites
Program phones, cross connected in the MFD's and IDF's for new Sprint
employees and trained users as needed basis
Program CallPilot mailboxes and trained for Sprint employees as needed
basis
Program ACD phones for are call center groups and trained clients everyday
Program VOIP phones in the Nortel PBX for ACD backup groups in different
country for Sprint
Maintain VOIP in the Nortel PBX
Moves, add or change phones to customer's satisfaction in a cost effective
way everyday
Cross connected T-1 circuits on DSX panels when needed and trouble shooting
I racked new Cisco routers and switches at the Sprint/Nextel retail stores
for the migrations for VOIP
. Installation of servers in racks in the data centers on an as needed
basis
. Replacing various components in the servers on an as needed basis
. Network connectivity requirements for equipment and trouble shooting
. I was the hands and eyes for the Tier 3 group they monitor all equipment
I worked with them to resolve issues
PROFESSIONAL COMMUNICATION MANAGEMENT, Norcross GA.,
1994-1996
Installation and Cabling Technician
. Installation of PBX's and Key systems for different companies
. Program and installed phones on a daily basis
. Moves, adds and change phones to customer's satisfaction in a cost
effective way
. Installation of network and phone cabling for different companies
EDUCATION / TRAINING
A+ Certification Microsoft
2004
Dell Certification Every year
2002-2009
Nortel-Meridian Options 21C-81C
2003
Option 11C ACD
2003
CallPilot server and Admin
2005
Symposium server
2005
NEC 2400 MMG, NEC ICS IMG
1996-2000
Navigator (ACD)
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