Customer Service Engineer

Terry C. Smith

P.O. Box **

Boneville, GA *****

Home Phone # 706-***-****

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

Objective: To obtain a position in computer networking, maintenance, installation, and

repair as a Field Service Technician.

Summary of Qualifications:

• Twenty four years of experience in the computer industry.

• Held 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 in installing and maintaining Cisco networking routers and

the associated software.

• Capable of managing multiple sites while providing support and ensuring minimum

downtime of customer’s equipment. As a Senior Customer Field Service Engineer

responsible for 1 large site, eight medium sites, and numerous small sites.

• Knowledgeable of Novell CNE IntranetWare/NetWare 4.11

• Knowledgeable of Win Server 2000 and 2003.

• Expert knowledge of Windows 95, Windows 98,Windows 2000, and Windows XP.

Work History:

Symco Group Incorporated, Atlanta, GA, Customer Service Engineer, 1996-Present

• Primary responsibilities were the installation and maintenance of new networks

installed for the customers consisting of Cisco routers, Dell servers, 3 Com switches

and routers. This includes all hardware and software support required in the

implementation of these networks.

• Responsible for the development of a parts storage warehouse in the local area which

resulted in a significant decrease in the downtime experienced by our customers.

Resulting in a significant savings to the customers and 50 percent less downtime for

their networks.

• Additionally responsible for generating $50,000 in new revenue due to recommended

upgrades for the customer’s networks, resulting in increased capacity for the

networks.

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

• Installed and maintained a Windows based network with Cisco 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 meeting or exceeding our goals as defined in the agreement.

• Managed area company depot repair facility. Generating an increase in revenues, by

achieving higher customer satisfaction levels.

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

1993-1995

• Installed and maintained multiple NT Windows LAN networks and 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.

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, 3.7GPA

• Networking Specialist, Augusta Area Technical School, Augusta, GA

1998-2002, 3.7 GPA

• Novell 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

• Associates Degree Electronic Technology, Augusta Technical Institute 1976-1978

Licenses:

• Federal Communications Commission, General Radiotelephone Operator, (License #

PG-6-28564 )

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