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Engineer Network

Apex, North Carolina, United States
August 28, 2017

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*** ****** **** **. ****, NC

Mobile: 919-***-**** Home: 919-***-****


Network Engineer with over 20 years of experience in telecommunications and network security operations. Key qualifications include experience in proactive monitoring and troubleshooting of network incidents, change management support, and ticket queue oversight to ensure proper assignment, escalation, and closure. Diverse industry experience gained through progressively challenging LAN/WAN and Security support roles. Ideal candidate for customer care and technical support positions.


Specialist Engineer - Network Security, Verizon, Security Operations Center, December 2009-March 2017.

Served as the customer liaison providing Tier 1 telephone and email support in a high volume Security Operations Center for large enterprise managed security clients

Interfaced directly with customers, service providers, engineers, and management

Served in a lead capacity providing resource workload management and escalation support

Ensured timely responses to customer email inquiries through direct correspondence or escalation to Tier 2/3 engineers

Responsible for incident and change ticket queue prioritization, assignment, and tracking

Provided swivel chair function for change requests from the Verizon Global Change Management (GCM) system to SOC Change Management (CMR) system

Performed device and user administration utilizing Cisco ACS for TACACS+ and RADIUS authentication and authorization on all managed security appliances including Cisco firewalls and F5 load balancers

Maintained system knowledge and experience in ETMS ticketing systems and Smarts monitoring platforms

Network Engineer, Verizon, Network Operations Center, February 2006 – December 2009.

Worked as a WAN Network Support Engineer in a global enterprise operations center supporting a large multinational bank

Performed proactive monitoring of WAN, LAN, and WLAN network components

Utilized knowledge and experience in Frame Relay, TCP/IP, DSL, MPLS, and VPN technologies to effectively monitor, analyze, and clear network alarms

Performed local loop and T1 testing and acceptance

Utilized specialized diagnostic tools to troubleshoot Cisco routers and switches

Engaged third-party vendors and carriers for incident resolution and coordination of vendor dispatches

Escalated to third-party service desk and service management personnel to restore resources during disconnections or outages

Updated incident tickets in ETMS to include documentation on diagnostic results, troubleshooting, and resolution information

Updated customer documentation to ensure technical accuracy

Implementation Engineer, MCI, April 2005 to September 2005.

Performed frame relay and DSL order coordination for the US Postal Service contract

Provided oversight of orders including verifications, expedites, and escalations

Network Engineer, MCI, April 1997 – August 2003.

Performed proactive monitoring and troubleshooting on circuits and Cisco routers

Monitored and analyzed SS7 signaling and messaging

Isolated call completion problems on international voice and voice band data products

Utilized system tools to simulate voice/data calls through the network

Supported a variety of domestic and international products including ISDN, switched 56/64, 800 services, virtual voice services, and calling cards

Maintained routing tables for DMS-250, DEX-600E, and AXE-10 switches

Worked with international carriers to track and correct problems on client networks

Trained junior engineers on troubleshooting techniques and departmental procedures

Technical Service Specialist, WorldCom, April 1995 – March 1997.

Provided customer service in a high volume call center assisting national accounts clients with inquiries on virtual network (VNET) calling cards and 800 accounts

Performed adds and changes to VNET cards and long distance customer accounts

Resolved billing inquiries and reconciled customer payments with invoice data

Referred customer issues beyond scope to the account team and followed up to ensure customer satisfaction



SNMP Cisco Routers

Frame Relay DSL


Microsoft Office ETMS Ticketing System

ESP CMDB Smarts Network Monitoring


Bachelor of Arts in Communications, Rowan College, Glassboro, NJ, May 1990


ITIL Foundation Certificate in IT Service Management (ITIL® V2), December 2006


Available upon request

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