Customer Service Technical Support

MARSHALL GROOVER

***** ******* ***** ****• Damascus, MD 20872 • 301-***-**** • ***************@*****.***

Professional Objective and Career Focus

Secure a technical position to support information technology systems by performing preventive maintenance, installations, and critical IT facility needs. Work on a dynamic team driven to provide the best in service and solutions.

Skills Profile

Over 20 years of experience in technical, telecommunications equipment and wiring services.

Certified Cisco technician.

Analytical professional with demonstrated achievements in customer service, data entry, networking, and excellent technical support.

Creative troubleshooter who thrives and excels in challenging situations and environments.

Strong work ethic with demonstrated ability to improve workplace efficiency and process high volume of work accurately.

Excellent communicator who works well independently or collaboratively in team environment.

Employment History

VIMRO, INC. Add region here

Field Engineer/Warehouse Manager/Data Center Technician May 2013–Oct. 2017

Installed servers and network equipment from vendors such as HP, Radware, Cisco, Avocent, Netapp.

Diagnose and repair of servers, switches, printers.

Assisted in the configuration of Cisco switches and wiping base configs when equipment was returned from the field.

Installed Cisco VOIP phones routers, switches, UPS (with NICs) printers, and WAPs

Monitored Jira ticket system and update.

Scheduled down time for maintenance.

Replaced and inventoried tape library.

Warehouse responsibilities included: asset tagging all equipment for customers inventory; maintaining all company inventory; performing network cable installation and removal to support infrastructure and customer needs; building and decommissioning network racks and equipment; installing, upgrading, and replacing servers, devices and network components.

Telsource Coporation Mid-Atlantic Region

Lead Telecommunications Technician 1995–2013

Provided 24/7 network and telecommunication support at client locations throughout the Mid-Atlantic and Northeast regions.

Diagnosed issues related to network and telecommunications devices at client locations.

Assisted in managing employee schedules, trained employees on new procedures, and maintained inventory on daily basis.

Experienced in voice and data wiring including cat 5e, cat 6, coax, testing and extending T1 lines.

Performed IT system installations.

Collaborated with building operations and maintenance as needed to improve/foresee technical needs and issues.

Installed, maintained, diagnosed, and repaired customer systems including Cisco switches, routers, and ISR devices; Cisco Call Manager; Cisco UCS platforms; and Telepresence/Tandberg in different environments from retail and enterprise data centers to US government facilities.

Installed and set-up end-user systems, including software including displays.

Provided customer training and demonstrations.

Completed communications room build out to include racks, communications black boards, cable tray, cable lacing, and termination.

Ortronics cable systems trained

Analog and digital, 2 & 4 wire PBX systems

POTS and T-1 extensions

CSU/DSU installation

VLAN set-up and diagnosing issues

Provided Tier 1 & 2 support for end users in an enterprise environment

25 pair installation and termination

Coax installation and terminations

CAT5E & CAT6 installation and termination

Oncor Communications Washington, DC

Field Technician 1990 to 1995

Programmed auto dialers and PBX systems.

Provided technical support to field technicians and clients.

Other Qualifications

Cisco

Nexus 3000, Nexus 5000, Nexus 7000

Telepresence 500

Telepresence/Tandberg

UCS Platform

Cisco CCT servers and switches

Cisco CCNT certification

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