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Customer Service Engineer

Apex, North Carolina, United States
January 30, 2018

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**** *. ****** **.

Apex, NC*****


Objective: To obtain a challenging Data Center Network Engineer position within the industry, that will allow me to utilize my strong customer service, technical and operational background; such that it will offer me the opportunity continue advancement and contribution to the company’s objectives.


First Citizens Bank

Network Analyst, Oct 2017- Dec 2017

• Provide direct day to day support for various technologies such as: WAN technologies (MPLS, MetroE, etc.), Data Center infrastructure (VLANs, trunks, teaming, L2 & L3, etc.), Campus switching, Load Balancer and Virtualization, Router protocol support (BGP, IEGRP & OSPF), VPN technology support, VoIP communications and infrastructure, enterprise wireless, RADIUS services, enterprise DNS / DHCP and other various enterprise technologies and services.

• Network refreshes, Router replacement and working with field techs.

• Provide second and third level support to the FCB Help Desk

• Support the organization’s growth through new site planning, provisioning, configuration and turn-up.

• Assist with the development, planning, implementation, support and administration of asset inventory.

• Monitor, manage and report on network

• Provide technical consultation to internal clients (including management) on wide array of network and voice infrastructure requests and issues.

Cisco/Milestone RTP, NC Jun-2009 – Oct 2016 Data Center Network Engineer

Rack, Stack and Cable Nexus UCS Server cluster’s for Cisco Data Center’s. I was responsible for the implementation of UCS Clusters/systems. After, the fiscal hardware is installed I configure the Fabric’s all the way to include the firmware updates using UCS Manager and UCS Central. After the OS installs which are complete with either Linux and Windows based operating systemswe then do the virtualizations. Performed hardware refresh and IOS code upgrades, software backups, configure networking hardware to latest IT standards utilizing Cisco cookbook references while updating Network diagrams and documentations as needed. I was engaged in team meetings for network operations process, procedures and network/router refreshes on all of the UCS clusters as well as the cross functional teams of design, operations, layer 1 engineers and PM to deliver .

NetApp/Insight Global RTP, NC Jan 2008-June 2009

Data Center Operations Engineer

I worked with the field techs day to day in the Data Center where I handle the Rack and Stack of all types of hardware consisting of IBM, Cisco, NetApp, Fujitsu, Sun, Dell etc. I also coordinate asset management activities of hardware receipt and logistics, rack hardware according to system enrollment, cablesystem according to documented design,whichincludes Data, Console, SAN, Power and Fiber. I worked the Network refreshes, and Router replacements on all of the datacenter outdated equipment. I update internal patch matrix to track all cables in the Data Center. I join the P1conference call when Global Service Desk initiates the request, utilize Service Now ticketing system to create, update and close Incidents & Tasks, Problems and Changes. I handle hardware break/fix by managing tickets with hardware vendors for all RMAs. Ialso Coordinatevendors (IBM, NetApp, Fujitsu, Cisco, Akibia) for onsite access. I perform physical Data Center Audits to update DCM. I use Service Now ticket queue for all Incidents/Requests/Tasks/Change for Service to meet business SLAs on all Incidents/Requests for Service.

IBM/CTG RTP, NC Dec 2007 -- Jan 2008

Technical Project Manager for Integrated Systems

Technical PM for server placement for the IBM loaner team. I configured LAN which included distribution switches and firewalls for large customer server systems. Additionally, I was responsible for setting up Domain Name Servers (DNS) and (DHCP) to run on wire and wireless systems. Further, I managed the hardware and load software on all out going Blade center servers, X- Series servers and server racks system including working with SANs and other Storage software. In an effort to ensure all aspects of the server are working for the client prior to shipment of the system.Operating Systems that I supported are as follows: Enterprise Linux, Red Hat, Fedoraand Windows Enterprise Server and much more. The hardware the I supported include: Nortel switches, CISCO switches, 6500, 5500 and 4500 Series, IBM 8025 stackable switches and hubs, PIX 500 Series Firewalls and 802.11 a, b, g LAN bridges and voice over data CISCO 3025 concentrators. I also wired location with fiber and copper wire to include adding ends on the CAT5 cables male and female.

IBM / LENOVO RTP, NC Jan 2002 – Dec 2007

Customer Support Analyst/SWAT 3rd Level Tech

Adeptly manage customer service issues and critsit escalations ensuring clients technical concerns are identified and resolved. This involved hardware repair of Laptops, Desktop and Server systems, installing the OS and, configuring the wireless and wire networks.whichalso included distribution switches and firewalls for large and small customer server systems. Interface across all support organizations and levels as necessary to maintain a focus/ownership on issues that impact the team; and work to proactively create and implement effective solutions. Some accounts required on-site repairs which included traveling to the customer locations, completing repairs and training the customer on operating the system before leaving the site. I effectively broke down systems to find the core problems and restored the system to its high quality ship level condition; while simultaneously maintaining audit readiness, multi-machine in-depth repairs along with a 48 hour repair time. Operating Systems that I supported are as follows: Windows 98, Windows 2000, Windows XP, Enterprise Linux, Red Hat, Fedora and Windows Enterprise Server and much more. The hardware that I supported include: IBM Thinkpads, IBM Desk tops, IBM Servers, CISCO Routers, CISCO switches, 6500, 5500 and 4500 Series, IBM 8025 stackable switches and hubs.

IBM RTP, NC Nov1995 – Jan 2002

Product Reviews Technician / Analyst

Supported key IBM messages and e-business strategies, maintained direct entertainment media placement for PSG products and consultant reviews to ensure utmost quality and performance of IBM’s products were highlighted and reviewed successfully. Teamed with IBM’s public relations firms and industry magazines (i.e. PC Magazine, C-Net Magazine etc.)in an effort to assure an effective representation of PSG products in the press to support IBM’s image and industry innovations. Traveled extensively with industry advisors and analysts to ensure IBM technology was auspiciously represented and doing all the Technical repairs. Participated in PDT meetings with the consumer brand and served as the liaison between the consumer brand and the Product Reviews lab. Supported the PSG product reviews on brand tours, industry trade shows, and entertainment placements of consumer products (i.e. Movies, TV shows, and Hollywood Public Relations).This involved hardware repair of Laptops and Desk Top systems, installing the Windows OS and, configuring the wireless network.

Duke University Student Loan Office Nov1992 – Nov 1995

Network Coordinator

Coordinated installation, operation, maintenance, resolution of hardware and software problems.Upgraded hardware and software multi client systems.Monitored traffic capacity planning, system back-up and end-user training for the Novell 3.1 Network.


WakeTechCommunity College

Networking and Technology 1995 - 1996

North CarolinaStateUniversityRaleigh, NC

Computer Science 1994 – 1995

United States Marine Corps.

Sergeant (E-5), Small Systems Administrator.

(Honorable Discharge) 1984 - 1992


CCENT Certification working on

CCNA Certification working on

George Washington Masters Certificate for Project Mgmt. 2001

Selling IBM Think Family of Offerings 2003

IBM Think Strategy: Innovation for Business Advantage 2003

Systems Administration with Novel Netware Advanced 1995

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