Sales Customer Service

John Devin Kelley

*********@*****.*** 206-***-****: Cell

Tacoma, WA 98466

Offering Advanced Skills and Consistent High Quality Performance in Network Engineering and Problem Resolution.

Qualifications

Seven years’ experience in complex routing configuration

twelve years in technical and customer support

Detail oriented

Excel in team and individual environments

Excellent written communication

Effective troubleshooting skills

Exceptional vendor management ability

10 years technical sales experience

Quickly learn new technology and processes

Azure Networking Support

Work Experience

Azure Support Engineer: Society (Microsoft), Bellevue, WA 7/2015 – Current

Configured Azure via the Azure portal and PowerShell, taking ownership of premier

customer tickets.

Collaborated with escalation and product teams to resolve customer issues.

Efficiently resolved VPN connectivity issues including intermittent connections

Requiring extended monitoring.

Quickly learned 3rd party firewalls including Barracuda and SonicWALL appliances.

Effectively evolved with the quickly advancing Azure platform and its capabilities.

Analyzed network traces with Wireshark and Microsoft Network Monitor to view traffic at the packet level.

Reproduced customer issues with Azure test environment to verify the integrity of solutions prior to deployment.

Network Engineer: TransCore, Gig Harbor, WA 8/2011 – 7/2015

Responsible for implementing, supporting, and maintaining 24x7 network services and security issues.

Support 30 users IT needs between two sites, including AD and group policy manipulation.

Handle responsibilities of making ongoing recommendations of network policies and standards.

Identify, troubleshoot and report on network performance issues.

Recommend technical solutions to enhance performance, increase redundancy, and add flexibility to the existing infrastructure.

Handle responsibilities of managing configurations and the deployment of equipment in compliance with established technology policies.

Act as lead network architect in planning and configuration assessments for routers, switches, network appliances, host, and other communication devices.

Advanced Business Support: Speakeasy INC. Seattle, WA 8/2008 – 8/2011

&

Advanced Voice Support:

Support Nationwide - Wide Area Network via 35+ inbound calls daily.

Support a variety of routers including Cisco 1841’s.

Configured routers to handle VoIP seats and QOS to insure bandwidth availability to the phones as it’s required.

Provide timely troubleshooting by taking ownership of tickets from creation to resolution.

Internal customer support on systems, company policies and network.

Worked closely with the sales team ensuring smooth implementation of service.

Licensing & Partner Support: Microsoft Issaquah WA 11/2005 – 5/2007

Server side license support and installation troubleshooting.

Analyzed business models and made server license recommendations.

Generated reports on licensing information for management and the sales team.

Using several windows and programs I processed orders, tracked shipments, and manipulated customer accounts while staying within my call quotas.

Advanced Network Services: AT&T Wireless Bothell, WA 5/2002 – 5/2003

Assisted customers with wireless data centric devices and all phones with browsing capabilities.

Learned new systems on short notice and successfully navigated several new and old systems to accurately troubleshoot network issues.

Received rewards for perfect call quality in a month.

Sales/Customer Service: Qwest Seattle, WA 6/2000 – 5/2001

In bound sales center, efficiently interviewed customers and sold products to them that would fit their way of life.

Kept files for callbacks and up sales on a later date.

Handled billing calls, problem solved and answered questions for the company’s internet, wireless applications and hardware.

Assisted with DSL and wireless questions on my team.

Received award for having highest wireless sales 2 months straight also generated more than $40,000 in revenue each month for the company.

Computer & Networking Skills

MS Azure, MS Office, MS Server, Active Directory, Mac OSX, Enterprise VoIP, Cisco IOS, Netopia, Samsung IBG1000, Edgemark, Adtran, T1, Bonded circuits, PRI circuits, EoC (Metro Ethernet), ADSL, BGP, IDSL, SDSL, TCP/IP, NAT, SIP,RIP,ACL, DNS, QOS, WAN & LAN topologies, Hosting, VTP, STP,OSPF,VPN

Education

Bellevue College Bellevue, WA 4/2010 - current

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