Customer Service Engineer

Title:Technical Support Engineer

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

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Source below

NAME: L. Glass, Steven

ADDRESS: **** ******** ***

ADDRESS2:

CITY: Oakland

STATE: CA

ZIP: 94603

CANDIDATE ID: 2262562

US CITIZENSHIP: US

Citizen

EDUCATION:

EXPERIENCE: 2

WILL RELOCATE: Yes - CA

JOB WANTED: Any

RATE NEEDED:

TELEPHONE: 510-***-****

EMAIL: **********@***.***

HOMEPAGE:

HOTTEST SKILLS: Cisco,CCNA,Windows 2000,DSL,NT 4.0,VOIP,Network engineering

REVISION: 02-NOV-01

YOE: 2

RESUME:

Objective:

SUMMARY

I am a mid level Technical Support Engineer with a CCNA certification. I have

extensive experience with VOIP, DSL, Cisco and Windows networks and various

telecommunications technologies. The combination of education and experience

have attributed to the ability to perform the technical aspects of my position

while handling customer concerns, keeping technical records and interacting with

middle and upper management.

Desired Occupation(s):

COMPUTER SUPPORT SPECIALISTS

Skills and Abilities:

Knowledge of instructional methods and training techniques including curriculum

design principles, learning theory, group and individual teaching techniques,

design of individual development plans, and test design principles

Controlling computer functions by using programs, setting up functions, writing

software, or otherwise communicating with computer systems.

Knowledge of equipment, tools, mechanical devices, and their uses to produce

motion, light, power, technology, and other applications

Knowledge of transmission, broadcasting, switching, control, and operation of

telecommunications systems

Knowledge of electric circuit boards, processors, chips, and computer hardware

and software, including applications and programming

CCNA, Cisco Routers & Switches, VOIP, Technical Support, Project Management,

Network Engineering & Administration, DSL, Customer Service, Project Management,

Windows NT & 2000, HP Openview

KEYWORDS

CCNA, Cisco Routers & Switches, VOIP, Technical Support, Project Management,

Network Engineering & Administration, DSL, Customer Service, Project Management,

Windows NT & 2000, HP Openview

SUMMARY

I am a mid level Technical Support Engineer with a CCNA certification. I have

extensive experience with VOIP, DSL, Cisco and Windows networks and various

telecommunications technologies. The combination of education and experience

have attributed to the ability to perform the technical aspects of my position

while handling customer concerns, keeping technical records and interacting with

middle and upper management.

EXPERIENCE

Clarent Corporation, Redwood City, CA

Tier 2 Technical Support Engineer, 2000 - 2001

Responsibilities included responding to customer requests for support of Clarent

products. As part of a two person team assistance was provide to customers in

resolving network issues, installation, upgrade and case escalation. Also,

provided ongoing support to Sales and Clarent offices worldwide. The Clarent

Corporation is the world leader in VOIP intelligent networks using Softswitch

technology.

Northpoint Communications, Emeryville, CA

Tier 2 Technical Support, 2000

- 2000

Responsibilities: Managed multiple simultaneous customer cases with good trouble

shooting and problem resolution skills. Provided management with daily reports

of case progress, answered incoming calls from ISP's requiring assistance with

line problems, provisioning, maintenance of DSL and coordination and dispatching

of third party maintenance personnel.

M. V. Glass Construction, Oakland, CA

Supervisor, 1998 - 2000

Responsibilities: Preparation of bid proposals on small to medium size projects,

direct supervision of personel. Also, installation and maintenance of a small

computer network.

OES/ FEMA, Sacramento, CA

DAPS III, 1995

- 1998

Responsibilities: In response to Federal and State declared disasters, assisted

in a broad range of technical, operational, consultative, staff, grant and

project management activities. Also, traveled to disaster areas and prepared

repair cost estimates for individuals and municipalities.

EDUCATION

Golden Gate University,

San Francisco, CA

B.S

., Computer Information Systems, 2003

Major

GPA:

2.92

Diablo Valley College,

Pleasant Hill, CA

Network Technology,

2000

Major

GPA:

3.5

. Completed coursework in Cisco network technology, Windows 2000

and Network +

Desired Location:

Within the state of California

Within the state of California

Within the state of California

Contact this candidate