Customer Service Technician

Keith Jackson

**** ****** ****** ~ Baltimore, MD 21215

410-***-**** ~ ********@*****.***

OBJECTIVE: To obtain a position as an IT/Telecommunications technician with an established organization utilizing my telecommunication skills and experience

SUMMARY OF SKILLS

●Telecommunications professional practiced in various aspects of design, installation and support of voice and data transmissions, PBX and network technologies

●Proficient with set up, testing and maintaining various types of telecommunications equipment, understanding of VOIP

●Proficient in the installation, termination and maintenance of PBX systems, copper and fiber cable (including CAT 3, 5, 5e, 6), voicemail systems and computer networking cabling

●Broad experience in both business and consumer lines and extensive knowledge of telecommunications from hands on experience

●Familiar with installation and maintenance of various systems including, Avaya, Toshiba, Northern Telecom, Cisco, Dell, HP, Adtran and many more used for TeleCom and Networking.

●Work with and understand 66 and 110 blocks, surge protection, grounding infrastructure, digital and analog transmission, LAN characteristics, and LAN Hardware and Software, and the purpose there of.

●Completion of A+ and Net + training.

RELEVANT EXPERIENCE

May 2013 – August 2016 IBX Technician IV Equinix Inc.

●Responsible for the installation, termination and testing of Cat 5/6, Co-Ax and Fiber cabling required for customer service.

●Responsible for the installation and configuration of servers, drivers, switches, routers, cabinets and infrastructure required for customer service.

●Responsible for trouble – shooting, scheduled services and upgrading of equipment and devices for customers

●Responsible for assisting customers with pick-up and delivery of all shipments.

●Responsible for the documentation and recording of all services and products provided to the customer

December 2010 – May 2013 Network Service Technician Earthlink Business

●Responsible for the service and installation of Cisco, Adtran and customer provided equipment for customer network and/or VIOP service.

●Responsible for working with the customer and the Host telco provider for the placement and set – up of customer network and equipment.

●Responsible for trouble – shooting and dianogistics of customer equipment and service issues.

●Responsible for the training of customer on new products upon completion of installation of new services and equipment.

●Responsible for completion of all required paperwork and documentation related to services provided.

May 2010 – December 2010 Telecommunications Technician Interlect Corporation

Responsible for the installation of Self – Radiating Co–Ax cabling for DC Metro

Installed the infrastructure (Brackets, supports and necessary modifications to structures)

Attained Ground Radar operator certification to be able to look for below ground obstructions

January 2010 - March 2010 Telecommunications Technician Centritech Solutions

●Responsible for travel to various retail locations throughout Maryland, providing installation, maintenance and repair of telecommunications equipment

●Responsible for installation of computer equipment, software installation, and minor repair of computer equipment

●Responsible for professional customer service, time maintenance and management of work done at each location

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March 2008-March 2009 Telecommunications Technician Apex Systems, Inc

●Employed as contractor, working with a federal government facility, responsible for ensuring daily operations of telephone networks, providing hands-on assistance and troubleshooting telecommunications equipment, wiring and data equipment

●Provided assistance with planning and performed installation of Avaya PBX systems, Voice Mail Systems, running and pulling of category 3 through 6 cable, set up terminals and racks, labeling, installing data equipment including DSL modems, hubs, routers and switches, monitored systems to ensure proper functioning

●Provided support to end users in the areas of change requests, trouble tickets, route operation and maintenance and server build.

●Identified, researched and resolved technical problems, responded to personnel requests for technical support, performed on site and remote trouble shooting and repair

●Responsible for documenting, tracking and monitoring of problems to ensure a timely resolution

●Responsible for daily adds, moves and changes, programming and configuration of telephony system software, software changes, installation of expansion cabinets

August 2002 – February 2008 Telecommunications Associate University of MD

●Responsible for programming and maintaining PBX telephone and voice mail systems equipment, performing daily moves, adds and changes

●Responsible for testing phone jacks, telephones, and running and pulling cable, programming and calibrating equipment, adhering to codes, regulations and standards and providing problem solving, as needed

●Responsible for set up and maintenance of related services, routers, switches, modems, and other system and hardware components

●Performed service calls for problems relating to network wiring/cabling and telephone/voicemail

●Maintained records of repairs, placement and maintenance of equipment and performed inventory management

●In newly renovated buildings on the campus, planned telephone and networking installations, established telephone system, verified system functioning, tested equipment and provided problem resolution

October 2000 – April 2002 Telecommunications Technician Cavalier Telephone

●Responsible for the installation of telecommunications equipment, including central office equipment

●Responsible for the service and installation of analog and digital telephone systems, installation of internet and computer and networking services in residential and commercial settings

●Responsible for troubleshooting phone systems, reading and interpreting schematics and service manuals

●Provided excellent customer service, responding to customer needs and problem solving to assist customers with set up of telephone or internet services in the home

October 1999 – September 2000 Telecommunications Technician Mastec Service

●Responsible for the service and installation of analog and digital telephone systems, including Lucent and Nortel

●Responsible for troubleshooting, testing of phones, jacks, cabling, and programming of phones

●Installed and terminated voice and data systems including running of cable

●Responsible for the installation of wireless internet systems and wireless phone systems

●Responsible for the installation of ATM machines

May 1999 – October 1999 Telecommunications Technician Delta Telephone

●Performed installation, termination, troubleshooting and maintenance of cabling system of Cat 5, Cat 5e, Cat6, and fiber optics

●Installed commercial PA and music systems

●Coordinated service calls involving minor maintenance and troubleshooting

●Provided technical assistance in the installation of phone systems including Lucent, Toshiba, Northern Telecom and Merdian

EDUCATION

Woodlawn High School, Baltimore, Maryland

High School Diploma received

Johns Hopkins Computer Career Institute, Columbia, MD

Currently enrolled in Computer Network Engineering program

A+, Net + and Unix training completed

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