Customer Service Engineer

David Colyer

**** ***** ******, *******, ** *****

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

Home 773-***-****

Main 773-***-****

Summary

. Telecommunication Professional with over 20 years of experience

in the telephony industry, analyzing and solving complex telecommunications

Central office and business equipment phone systems.

. Eight years of experience with Frame-Relay installation and

Maintenance.

. Provide Tier 1 and Tier 2 network escalation support on all

network devices like Cisco 2600 and 3500 Series Routers, Cisco 4000 and

6500 series Catalysts switch.

. Managed local area network, and communications connections to

remote locations, supporting swift and positive resolutions.

. Worked in fast-paced, high-pressured positions, demonstrating the

ability to prioritize multiple tasks, meet deadlines, and provide quality

customer service.

Education

DeVry University, Chicago, IL 1974

A.A., Electronics

Training

Cisco Training, Global Knowledge - Rosemont, IL 1999 to 2001.

Completed and received certificates for the following:

. Implementing Ciscoworks for LAN/Wan

. Introduction to Cisco Networking

. Interconnecting Cisco Network Devices

Skills

. Cisco Router, Switches, and Hubs Configuration and

Troubleshooting/Problem Solving

. Diagnosis and Troubleshooting ISDN / T1 Lines

. Frame Relay Networking Wide Area and Local Area

Networks Troubleshooting/Problem Solving

. Cisco IOS, TCP/IP, UDP/IP, ARP, ICMP, FTP, TELNET, DNS, NFS,

DHCP, MPLS, DNS, VPN, SONET, OC3, Frame Relay, SNMP, DSL.

Experience

Vital Network System, Chicago,

IL

2008 to 2008

Field Engineer

. Responsibilities included installations and maintenance of

LAN/WAN for McDonald's, Star Bucks, and Red Roof Inn.

. Debug and troubleshoot protocols and application services on LAN

such as TCP/IP, UDP/IP, FTP, TELNET, DNS, NFS, and DHCP.

. On-Call 24x7 and cover an area of 200 mile radius.

SBC, Chicago,

IL

2001 to 2005

Network Engineer

. Installed, Configured, and performed maintenance activities on

Cisco products.

. Provided Tier 1 and Tier 2 network escalation support on all

network devices like Cisco 2600 and 3500 Series Routers, Cisco 4000 and

6500 series Catalysts switch.

. Managed wide area and local network.

. Test and troubleshoot Ds0, Ds1 and Ds3 and Frame-Relay Network.

. Install and perform maintenance activities on Cisco low and

medium end products.

. Troubleshoot sub rate, ds1, ds3 and frame relay transport.

. Configured and maintained Cisco routers 2811, 3725 in MPLS

for Mercantile National Bank frame-relay network.

. Configured Cisco firewalls, successfully completing all projects

on time.

. Managed local area network, and communications connections to

remote locations, supporting swift and positive resolutions.

Ameritech, Arlington Hts, IL

1999 to 2001

Team Leader

. Provided assistance to customers in an efficient and friendly

manner.

. Worked in fast-paced, high-pressured positions, demonstrating the

ability to prioritize multiple tasks, meet deadlines, and provide quality

customer service.

. Prepared and presented daily status reports to senior management.

Ameritech, Arlington Hts, IL

1996 to 1999

Customer Data Maintenance Manager

. Maintained Remedy trouble-ticket system to record and track user

calls, complied status reports, maintenance records of chronic troubles

in call center environment.

. Handled escalated network-wide outages issues.

. Reported on common problems and complaints, escalating network-

wide troubles to Lead Technician.

. Managed frame-relay networks about 200 customers covering a five

state region.

. Maintained and compiled status reports.

. Maintained maintenance records of chronic troubles and quality

assurance of contractual obligations.

. Managed local area network, servers, and communications

connections to remote locations.

. Utilized strong communication skills to interface daily with

coworkers and customers.

. Excellent initiative and strong work ethic.

Continental Bank, Chicago,

IL

1990 to 1995

Section Manager

. Managed clerical force in the lockbox remittances, securities

handling and corporate banking division.

. Evaluated performance for salary upgrades and promotions

AT&T, Chicago, IL

1987 to 1989

Facility Supervisor

. Implementation and coordination of Digital T1 facilities.

AT&T, Chicago, IL

1979 to 1987

Central Office Technician

. Provided technical and maintenance support for 4ESS switch, trunk

testing.

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