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Customer Service Engineer

Durham, North Carolina, United States
December 29, 2017

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Casey Kariuki

**** ******* **** 919-***-****

Durham, North Carolina 27713


Hard-working, dedicated IT Network Engineer with proven track record of demonstrated experience integrating computer skills, customer service experience, and related education to exceed technical, business, customer requirements, and overall company goals. Well-versed at installing, operating and maintaining multiple vendor network platforms. Possesses excellent problem-solving skills to troubleshoot and repair network connectivity issues. Oversees complex company networks with a focus on efficiency and performance optimization. Highly educated with a Masters degree in Information Systems, and professionally certified by CompTIA in A+ and Network+. Committed and motivated employee focused on the success of the team, the solutions, the company and its values, while also maintaining individual success. Core competencies include:

● Hardware/Software Installation ● Network Protocols and Standards

● Install/Configure/Upgrade/Troubleshoot ● Component Repair

● Preventative System Maintenance ● Adobe Photoshop/Acrobat

● OS Fundamentals ● CompTIA A+/Network+ Certifications


Engineer IV Specialist-Network Engineering & Operations 2016 – 2017

Verizon Business, Cary NC

Create and dispatch tickets to technicians in the field.

Monitor alarms and diagnosis problems for Unified Transport, Metro-Ethernet and VBone networks, to ensure efficient operations and connectivity for large service provider networks.

Test network operation for IPTV networks, to ensure they provide the requisite level of quality service and experience, security, interactivity and reliability.

Provide assistance to field technicians to resolve issues while on assignment; forward more complex issues to second level or management, depending on need.

Create maintenance requests/MASTARS, for more labor intensive and network intrusive jobs.

Create in-depth documentation on how to access and use various applications used to perform duties.

Create and work with tickets using vRepair; use NMA and NMA Host to work and resolve tickets.

Use Ciena s Site Manager and One control, Cisco Transport Controller (CTC), Cisco s Evolved Programmable Network Manager (EPNM) and Citrix portal to access the XO network to assist in performing duties.

Work with legacy networks within the Global IP group such as CPA (Convergence Packet Access) and VBone (Voice Backbone).

Gain knowledge to be able to work and maintain equipment such as Juniper MX960s, Tellabs/Coriant 8860s, Ciena 6500 T series and Cisco equipment such as the NCS 2015, 2016 and 4016 series.

Use applications such as putty/super putty and Bastion in order to be able to telnet or SSH into above named nodes to perform required duties.

Using applications and protocols such as Multiprotocol Label Switching (MPLS), Border Gateway Protocol (BGP), Dynamic Host Configuration Protocol (DHCP), Domain Name System (DNS), Secure Shell (SSH), Telnet, File Transfer Protocol (FTP), Open Shortest Path First (OSPF), Network Time Protocol (NTP), Remote Desktop Protocol (RDP), and a host of other applications and protocols as required by the work being performed.

Bartech Group Contracting, Southfield, MI 2016 – 2016 Verizon Contract Network Engineer

Managed and repaired next generation transport network and supported Layer 1 and 2 services.

Assisted with the implementation of Software Defined Networks (SDN) concepts.

Worked with Engineering and Service Assurance teams to support network, services and customers. Partnered with Marketing, Sales and Account teams to satisfy service inquires.

Provided daily support of transport infrastructure and Field Operations for maintenance and outage processes.

Maintained thorough understanding of various network inventory, ticketing, network management and change management applications and protocols.

Submitted network/service management requirements to IT to support the deployment of new platforms and services.

Computer Technician 2015 - 2016

Phoenixx Systems,

Performed computer technician services, under a contractual arrangement, for BB&T.

Installed computer systems for banking institution.

Provided troubleshooting services to ensure computers/other banking systems worked properly.

Delivery Driver 2013 - 2015

Samuel Mburu Trucking, Raleigh/Durham, NC

Served as a sub-contracted delivery driver for a trucking company.

Transported vehicle parts and electric equipment to various dealers and service places.

Delivered packages to businesses.

Night Auditor 2008 - 2013

Red Roof Inn, Raleigh, NC

Provided prompt, courteous customer service to all guests, while providing solutions to their needs.

Assisted guests with connecting to the wireless hotel network and performed basic technical support of office equipment including main computer, printers, and fax machines.

Reconciled daily financial records, advising management of any discrepancies.

Reviewed all paperwork from the previous shift and made necessary corrections.

Checked guests in and out, certifying that all billing was in order.

Performed general maintenance of the hotel facilities to ensure a pleasurable guest experience.

Deputy Clerk of Courts 2007 - 2008

Wake County Courthouse, Raleigh, NC

Recorded court cases and judgments creating both hard copies and soft copies to be posted online.

Scheduled the court calendar including setting motions and the rescheduling of cases.

Managed the filing and storing of case files; archived court records for public access and use.

Assisted clients, attorneys, and witnesses, as necessary.


Master of Science - Information Systems, Strayer University, Raleigh, NC

Bachelor of Arts - Sociology (Concentration in Criminal Justice), Shaw University, Raleigh, NC


CompTIA A+ Certification, New Horizons Computer Learning Centers, Durham, NC

CompTIA Network+ Certification, New Horizons Computer Learning Centers, Durham, NC

Optical Certified Associate (OCA), Ciena Corporation Vendor Training, Research Triangle Park, NC

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