Engineer Customer Service

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Lionel Cummings

**** ******* **

Lancaster, TX 75134

********@*********.***

Dear Hiring Authority:

I am seeking employment with your organization as a Customer Support

Engineer. The attached resume will furnish you with information concerning

my employment background and personal capabilities. I am confident that my

skills and my passion for the technology environment is a perfect match.

I am a knowledgeable and extremely hard-working associate that can add

value to your well established team. I am confident that you will find my

professionalism, experience and leadership capabilities to be a valuable

asset added to the ongoing success of your company.

With the given opportunity, I would bring to your company a broad range of

skills, including:

. Hardware/software troubleshooting

. Excellent verbal, written, and interpersonal communication skills

. Highly motivated and self starter

I would welcome the opportunity to further discuss this position with you.

My salary requirement will be negotiable upon experience and qualification

within the desired position. I would very much appreciate the opportunity

for a personal interview, so we can discuss in detail how my experience and

future potential may be of mutual benefit.

In the interim, thank you for your consideration and I am looking forward

to your response.

Sincerely,

Lionel Cummings

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LIONEL CUMMINGS

1806 McNeely Street - Lancaster, Texas 75134 - 214-***-**** -

********@*********.***

SUMMARY OF QUALIFICATONS

. 8+ years of experience in system analysis and programming for global

communication companies and 6+ years of experience in administrating

Nortel Routers and Cisco Routers

. Knowledge and understanding of networking, business solutions and

application development

. Ability to analyze, reproduce and resolve complex situations which may

be related to software, hardware or network related issues

. Proven track record setting up and administering support for Windows

2003 and Windows XP

. Experience in administrating HP Proliant and IBM R24 Servers

. Background in AIX UNIX support/administration, database management and

disaster recovery

. Able to interact easily with co-workers of diverse backgrounds,

cultures, professional and technical levels

. Excellent verbal, written and interpersonal communication skills

CERTIFICATONS/TECHNICAL SKILLS

IT Certification Training

. CCNA (Cisco Certified Network Associate) CSCO11627796

. MCSA 2003 (Microsoft Certified Systems Administrator - Security)

. MCP 2003 (Microsoft Certified Professional)

. CompTIA Security+ Certified

. CompTIA Network+ Certified

. CompTIA A+ Certified

. Currently pursuing CCNP (Cisco Certified Network Professional)

. Cisco Skills: Hands on experience with Cisco Routers

1725,2500, 2620, 2811,

Cisco Switches 2950, 3560, Routing Protocols OSPF,

EIGRP, BGP, MPLS, Cisco Wireless Technologies, Frame

Relay, PPP, ACL and NAT

Applications: MS-Office 2003, MS-Project, Outlook, Exchange

MySQL, Veritas NetBackup, Legato Networker,

Ghost 2003, Ghost Multicast Server, Norton

Antivirus, Framework, Wireshark Network

Analyzer, Firefox, Active Directory, WSUS,

Clarity Ticketing System,

Remedy Ticketing System and HP Openview

Network Monitor

Operating Systems: Windows NT, Windows 95/98, Windows 2000,

Windows 2003 Server, Windows XP, Vista,

Windows 7 Ultimate and AIX UNIX

Hardware: IBM PS/2, RS/6000, R24, H50 Server, PC

include Compaq and Dell, Intelligence Voice

System (IVS), HP Proliant DL 140 Server, HP

DC 5700 Workstation, Sun SPARC station,

Foundry Switches, Genicom Printer, Lexmark

Optra Plus Printer, HP 2015 LaserJet Printer,

HP 4952A Protocol Analyzer, T-Bird 209A

T-Carrier Analyzer,500 G Modems and CSU/DSU

Data Communications: Ethernet, LAN/WAN, NFS, TCP/IP, SS7, X.25 T1

line, T3 line, Token Ring, FDDI Ring, VOIP,

TCP, UDP, DNS, DHCP,, IPSec, VPN, POP3,

SMTP, SNMP, IMAP, Firewall and IDS/IPS

PROFESSIONAL EXPERIENCE

Callabera (Contractor at AT&T Network Operation Center) - Richardson, TX

4/2010 - Present

Network Connectivity Engineer

Assisted business customers by resolving issues with their business

internet connections. Provided world class customer service and technical

product support in an inbound call center.

. Worked with business customers directly on troubleshooting, resolving

and communicating technical issues

. Troubleshoot complex Layer 1 through Layer 3 technical issues and

coordinated with other groups to help restore internet service to the

customer

. Worked with OSPF, BGP, Cisco IOS, ATM, Frame-Relay, MPLS, T1, T3, OC3,

DIA, DSL, NETVPN, VPN, IPVPN, Point to Point Circuit and DS3 Circuit

. Responsible for creating Bandwidth Utilization Report for customers

and AT&T Account Managers

. Responsible for working SMARTS Alarms, TQR(Ticket Quality Review) and

VIP callouts

. Performed router configuration changes on customers' routers based on

AT&T policies and customer requirements

. Resolved DNS issues and modified DNS records such as A, MX and PTR

records for their Zone files.

VOLTDELTA RESOURCES - Dallas, TX

2004 - 2009

Systems Support Engineer

Enterprise Environment (24 Production Servers, 190 Operator Workstations)

(VoltDelta acquired the Directory Assistance Division of Nortel Networks)

. Provided on-site support to the Dallas Downtown Data Center for AT&T

Telecommunication

411 Directory Assistance Wireless Mobility VOIP

. Responsible for configuring, installing and troubleshooting

hardware/software related issues on the HP Proliant DL 140 Server

. Traveled to three regional AT&T sites to install Windows 2003 Server

and Windows XP

. Maintained user accounts in Active Directory by adding/deleting users,

correcting user access problems and assigning appropriate rights and

privileges

. Configured and tested HP network printers, workstations, servers and

monitors at customer sites

. Configured and installed Windows XP software, Freedomstation software

and Autogreet software on all the Operator workstations

. Configured and supported multiple remote site installation

. Troubleshot connectivity issues and implemented solutions to correct

outages and malfunctions

. Provided 24x7 post business on-call support on a rotational schedule

basis with a team of Systems Administrator

. Resolved customer work orders, problem-reporting and escalated

critical issues to development personnel

. Harden and secure Windows servers as well as monitor security logs and

systems logs

. Responsible for the reviewing and execution of technical MOP (Method

of Procedure)

NORTEL NETWORKS - Dallas, TX

2000 - 2004

Field Service Engineer

Enterprise Environment (40 Production Servers, 180 Operator Workstations)

. Provided on-site support to the Dallas Downtown Data Center for AT&T

Telecommunication

1411 Directory Assistance Landline application

. Supported and repaired hardware/software, troubleshot AIX UNIX

and Windows 2000

. Resolved technical problems on Networks Routers (BCN) Backbone

Concentrator Node (BLN) Backbone Link Node communication equipment

(ASN)Access Stack Node, Cisco Routers 1725, 2620 and 2811, Cisco

Switches Catalyst 2924 XL and 2950

. Developed scripts to execute systems checks

. Monitored system logs, security logs and activity on all servers and

workstations

. Setup and installed hardware, software, upgrades, patches and printers

. Responsible for the reviewing and execution of technical MOP (Method

of Procedure)

. Performed backups for Directory Assistance and Lion Systems; analyzed

and implemented solutions for (Risc/6000:R24 and H50) servers

. Administered support for (Directory Assistance, Lion, and Intelligent

Voice System)

UNITED SPACE ALLIANCE - NASA JOHNSON SPACE CENTER - Houston, TX

1997 - 1999

Field Engineer

Mission Control Center Environment (120 AIX UNIX Workstations)

. Provided technical support and troubleshooting on mission critical

UNIX workstation including DEC 33, 500,900 Alpha, Sun Sparc 10, 20

Station and IBM power PC RS 6000

. Maintained LANs in a real-time operational environment

. Performed external file transfers, file restores and disaster recovery

backups

. Configured and supported HP, QMS, and Tektronix printers

. Obtained a NASA Secret Security Clearance

EDUCATION AND AFFILIATIONS

B.S., Electronics Engineering Technology, Texas Southern University,

Houston, TX

. DFWCUG The Dallas / Fort Worth Cisco Users Group

. Member - Omega Psi Phi Fraternity (Service Organization)

. Volunteer - Dallas Life Foundation

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