Customer Service Engineer

ISIDORE LIANEA KOUAM

Phone: 240-***-****

ac1wvg@r.postjobfree.com

IT PROFESSIONAL

Summary

CCNA Security and CCNP certified IT specialist with over six years of experience providing software, hardware, and client/server and networking technical support. Customer service driven professional that has received consistent acknowledgment for communicating effectively with both technical and nontechnical users and is known for excellent problem-solving skills and patience in dealing with frustrated users.

Work History

Timeless solution.inc Network Engineer Nov 2015 – Jun 2017

Answer incoming calls and assist with computer request.

Provides technical expertise in configuration and troubleshooting of various routing protocols including OSPF, EIGRP, BGP.

Depth knowledge of TCP/IP and its related Services/Applications in an Enterprise environment including protocols such as FTP, HTTP, SMTP, Telnet, SSH and HTTPS.

Interact with internal groups and external customers to resolve network and communication issues.

Assist configuring, implementing, troubleshooting, and maintaining existing network design to facilitate customer usage.

Configured VTP domains, created and removed Vlans, enable 802.1qTruncking in switch ports and enable BPDU on spanning-tree.

Worked with other IT technician groups to troubleshoot, resolve network availability and performance during business hours and developed configuration skills for ACL for defining network traffic and also Authentication, Authorization, and Accounting (AAA) on a Cisco devices using Radius or TACACS+ protocols.

Transferred Cisco IOS flash images using cross over cables, and enabling TFTP Server on the host devices.

Team member of project management of integrated WAN links between sites using DMPVN and Metro Ethernet to establish connectivity between sites as required. Establish DMVPN connections between a central site and remote sites.

Acted as a liaison between Server Team, Destop Support Teams and Developers Teams.

Managed and maintained inventory of various hardware equipment’s (e.g . Switches, Routers, Firewalls, Wireless Lan Controllers and Access Points)

Controlling of routing information using standard and extended access-list, prefix-list and route-map.

Lead the installation of new remote office and Data Center build.

Schedule and perform network maintenance including repairs, upgrades, and migrations.

Maintain technical and training documentation, develop automation and tooling as needed.

Attend regular design and implementation meetings

Monitored LAN/WAN and device activities utilizing Solarwinds, SNMP

Lead the installation and configuration of corporation wide rollout of the Cisco Catalyst 3750, 2900, 3850, 4500, 3560 and 5548 Nexus switches including VLAN configuration, 802.1 Q, Ether-Channel, Spanning-Tree protocol, HRSP and GLBP.

Daly Computers Network Engineer Nov 2012 – Nov 2015

Ensure that the installed application and network functioned properly and sorted out minor issues such as insufficient speed.

Configure high availability Redundancy Protocol such as HSRP and VRRP to failover

Ensure data integrity and security through administration hierarchy, denying external unauthorized access.

Configured backup/recovery of Cisco IOS Images and perform password recovery on Cisco routers/switches.

Configured VLAN Trunking Protocol to reduce administrative overhead.

Enable secure sharing of VLAN information to prevent the introduction of rogue devices from affecting the VLAN database by shutdown unused switchports following Layer 2 security best practices.

Configured VTP domains, created and removed Vlans, enable 802.1qTruncking in switch ports and enable BPDU on spanning-tree.

MTN Douala – Cameroon Desktop Support May 2009 – Oct 2011

Coach and mentored a team of 10 technical staff.

Provide desktop support to end users of various software applications, such as Microsoft Office 2003.

Troubleshoot, install, configure, and upgrade desktop and laptop hardware and software.

Resolve help desk issues using a ticketing system and determine other network problems from monitoring daily usage.

Setup, configure, test and install PC’s as well as personal and network printers.

Answer incoming service requests and assist with computer troubleshooting.

Troubleshoot defective Equipment (Computers, Printers, Scanners and Network) and resolve problems.

Technical

Skills

Routing/Switching Protocols: RIP, OSPF, EIGRP, BGP, DMVPN, PPP, ACL (Access Control List), TCP/IP, Stub Routing, VTP, Spanning-tree( IEEE 802.1d), Rapid spanning-tree( IEEE 802.1w )ARP, VLAN, VLAN Truncking, Ether channel, Portfast, SVI, HSRP

Equipment: Cisco Routers (2911, 2921, 3825, 3845) series, Cisco Catalyst Switches (2960, 3550,3560,3750,4500, and 6500) series, Cisco ASA 5500 Series.

Operating Systems: Windows XP, 2000, 2007, UNIX, MS Office Suite.

Network Management/Monitoring Tools: SSH, Traceroute, PING, Wireshark and SolarWinds

Security Technologies: AAA, TACACS+, RADIUS, SSH, Port Security, MAC address filtering

Certificates

CCNA

CCNP

CCNA Security

Education

University of Maryland University College

Computer Science Major 2014 – in progress

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