Customer Service Engineer

Richard Kyle Matthews

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

Ruther Glen, VA. 22546

Cell Phone: 571-***-****

E-Mail: *********@*****.***

LinkedIn: www.linkedin.com/in/richard-matthews-a1654a22

Summary:

Computer Network/Hardware Field Engineer with expertise in troubleshooting and resolving PC, server, printer, and networking issues, Ethernet and fiber cabling. Expertise in racking, deployment, retirement and decommissioning of computer and server racks. Environments range from small enclaves to large data centers.

Strengths include:

Problem-solving and troubleshooting

Working with ticketing systems

Excellent customer service

Positive “Can Do” attitude

Dedicated and devoted employee with strong work ethic

Experience:

Field Service Engineer

VIMRO LLC.

May, 2013-Sept 2017

Network, hardware, and cabling support to our client throughout the US. Job required about 75% travel to customer sites within the US resolving networking issues, replacing defective network devices as well as building and decommissioning network racks, deploy and cable network equipment in customers network closets.

Devices supported and deployed include; Cisco (APs, switches, routers, LAN controllers, and VOIPs), Avocent, Riverbed, APC, HP, Dell

Occasional work in the data center and warehouse when not on travel. Racking and cabling new servers and network devices, un-racking and decommissioning obsolete equipment. Inventory management, packing and shipping assets to the field.

Examples of specific efforts:

Provide equipment troubleshooting, and replacement, for network devices

Build and decommission network racks and equipment

Install/upgrade/replace server, device and network components

Perform network cable installation and removal to support infrastructure and customer needs

Receive, inventory and tag assets within the warehouse

Create network and server rack diagrams

Provide excellent customer service and a positive attitude

Technician II

Atos Origin

August, 2010-May, 2013

Provide computer hardware, software, and network support at client site. Responsibilities include desktop and server support, hardware, software, and network troubleshooting, server imaging, deployment, configuration, rebuild, and decommissions. Requests for support come through both routine and emergency requests through a service request ticket system.

Computer Systems Administrator/Hardware Engineer

Lockheed Martin, Manassas, VA – Undersea Surveillance program

May, 2000-May, 2010

Supported production and non-production environments in a classified area that consisted of maintaining computer hardware, printers and networking for software developers, DOD customers, and vendors. Worked as part of a team that provided excellent customer service by communicating, and resolving system issues in a quick and professional manner.

Examples of specific efforts:

Troubleshooting and resolving hardware and LAN related problems on Dell, Super Micro, Sun and HP servers, desktop PCs and laptops

Temporary assignment to install/de-install equipment aboard the submarine SSN-775

Communicated with vendors to obtain RMA information in order to return in warranty defective equipment

Racking of servers, desktops, network time servers, serial port servers, SCSI tape drives, Cisco routers and switches, MSA and JBOD storage arrays, and other peripherals into 36u server racks

Routing and connecting Ethernet, fiber and power cables under the raised floor of the development lab.

Operating System knowledge with Windows, Linux RHEL 5, and Solaris

Packing server racks into crates, ship to customer sites and travel to install the equipment

Senior Field Engineer

Orange Technologies, Gaithersburg, MD

Oct, 1998-May, 2000

Field Engineer

Information Technology Services, Chantilly, VA

Mar, 1996-Oct, 1998

Computer Technician Field Engineer

BancTec Service Corporation, Springfield, VA

Nov, 1993-Mar, 1996

Education:

Computer Learning Center

Computer Electronics Technology

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