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Information Technology Customer Service

Wallingford, Connecticut, 06492, United States
70,000 to 80,000
May 31, 2017

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Francis Erwin M. Roxas

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

Wallingford Connecticut 06492


Professional Summary

An IT Professional with more than 6 years of experience with Network Engineering and Design, Sales, Customer Service, BPO, IT and Telecommunications. Strong knowledge in network troubleshooting tools and monitoring platforms and works with a variety of customers and vendors (technical/ non-technical).


2006-2010 Far Eastern University-East Asia College Manila Philippines

Bachelors of Science Degree Information Technology

GPA 2.0

Graduation Date: October 23,2010


Cisco Certified Network Professional (CCNP) Implementing Cisco IP Switched Networks

Woodbridge, Connecticut

Date: May 5, 2017

Cisco ID: CSCO12382913

Cisco Certified Network Professional (CCNP) – Implementing Cisco IP Routing

Woodbridge, Connecticut

Date: July 23, 2016

Cisco ID: CSCO12382913

ITILv3® Foundation Certificate in IT Service Management

Makati City, Philippines

Date: October 27, 2014

License Number: 5186919.20329851

Cisco Certified Design Associate (CCDA) – Designing for Cisco Internetwork Solutions

Makati City, Philippines

Date: February 24, 2014

Cisco ID: CSCO12382913

Cisco Certified Network Associate (CCNA) – Routing & Switching

Quezon City, Philippines

Date: August 5, 2013

Cisco ID: CSCO12382913


August 2012 – April 2016 Accenture Mandaluyong City, Philippines

Projects in Verizon Wireless - Network Solutions Engineer

Network design, CPE Quotations, Qualification, Port Utilization and Implementation for accounts: HCRMAN, Wells Fargo, General Electric, Kaiser Permanente, Johnson & Johnson, Visa, Bank of America, Bridgestone, Michelin, Intel, Cheesecake Factory and other accounts.

Troubleshoot network configurations vendors and clients issues

Perform circuit activation (Private IP) of customer and configure US Robotic modem.

Managed network services such as VPN, MPLS, WAN/LAN Infrastructure, Network Topology, Routers.

Possess fundamental knowledge of telecommunication circuit ID’s and networks design principles.

Provide functional and/or data support for Sales Engineering for Verizon Wireless. Ensure proper documentation, notification, escalation, and tracking and follow up of all task requests submitted. Primary responsibilities are focused on Quotation, Inventory, Network Qualification, and Network Design using Microsoft Visio Diagram.

Inventory of network devices and circuits deployed to customers.

Document LAN/WAN infrastructure, such as network topology, subnets, firewall and router configurations, and other systems

Monitor network traffic (Private IP and Internet) and provide report to customer.

Ensures quality and on-time submission of task requests in meeting pre-sales opportunities using Salesforce application, SharePoint and Citrix.

Provides CPE Quote to customer using Cisco Estimate tool.

Acts as a point of contact to Verizon Network Engineering Team for issues ranging from RFP, network implementation, network design, engineering and performance.

Performs and recommends detailed and summary quotations request for the required tools and routers needed in the network implementation like Cisco, Juniper and Adtran applications

August 2011 – July 2012 Vicar Marketing Inc Manila Philippines

Service Desk Analyst position

Software installations, configurations and Application System Cache

Performed on-site and remote desktop support for users.

Configure Juniper and Cisco routers, DNS and firewalls, TCP/IP, WAN and LAN connectivity, firewalls, and security

Responsible for the maintenance of all workstation Windows and LINUX servers

Performed file transfer, file back up, and disk imaging using ghost image

Monitor the remote monitoring and management system

February 2011 – July 2011 Temps and Staffers, INC Manila Philippines

Technical Application Support position assigned in Banco De Oro Unibank

Software installations and configuration for IBM, HP, Windows application

Troubleshooting of desktop, laptop computers, printers, and peripherals

Configuring Avaya and responsible for HO domain migration

Performed installations and configurations of BDO software programs such as: Lotus Notes, AO Workbench, Fiserv Alliant Branch Teller, Nexus Software

File transfer, file back-up, and disk imaging using ghost image

Installation and configuration of LAN and WAN proxy servers, Hardware and Software System Caches.

Network and database configuration for Cisco, AVAYA and AS400.

Created technical documentation for installation and troubleshooting procedures and remote problem issues.

Responsible for the deployment of Symantec applications

September 2009 – March 2010 Servcom, Inc. Makati Philippines

Hardware and Software installation and configuration.

Troubleshooting of personal computers, printers, laptops on the office.

Monitor system and network performance

Server Configuration and maintenance

CCTV camera access and configuration



Contact Number: 415-***-****


Contact Number: 203-***-****


Contact Number: 916-***-****

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