Engineer Field Service (Cisco Hardware)

JOHN A. MOSCA

** ****** ******, *********, ** (**7) 596 - 2338 *****.***@*****.***

PROFESSIONAL PROFILE

Technical Consulting Engineer with 25+ years of experience providing network and PC support to onsite and remote end-users and teams. Expertise in network device and PC installation and repair as well as long-term problem resolution. Committed to customer requirements without compromising corporate and project objectives. Recognized by management for leadership in onsite project management and local customer satisfaction.

TRAINING

Cisco Certified Technician (DataCenters [Servers and Fabric Devices])

Cisco Certified Network Associate (Routing and Switching).

Cisco Certified Entry-Level Network Technician (Routing and Switching).

Six-Sigma Yellow Belt Certification

PROFESSIONAL EXPERIENCE

Dimension Data/Ettain Group, Fort Mill, SC May 2017 – Sept. 2017

Cisco TPM Field Service Engineer

Provided on-site repair support for organizations, ensuring customer satisfaction, achievement of company targets, and timely resolution of network/IP device repair and troubleshooting demands.

Provided onsite "hands and eyes" repair support to Cisco VISE and remote customer network operations teams, for Cisco servers, routers, switches, and other network equipment.

Provided remote support to my team members across the country, as requested, on technical and/or procedural issues they were encountering with their projects, particularly for Cisco Telepresence work.

Interacted, on a regular basis, with international Support and Dispatching Teams in the US, India, Hong Kong and Australia to coordinate and update call dispatches, network equipment repairs and installations.

AT&T (acquired Equant/Orange Business Services), Dallas, TX Nov. 2012 – Dec. 2016

Specialist - Technical Consulting Engineer

Provided on-site support to project organizations to ensure customer satisfaction, achievement of company targets, and timely resolution of network/IP device installation and repair troubleshooting demands.

Provided onsite "hands and eyes" install or repair support to remote network implementation teams from Orange Business Services, for Cisco routers, switches, Telco circuits, extended wiring, and other network equipment.

Provided support to my team members, as requested, on technical and procedural issues they were encountering with their projects.

Assumed responsibility as onsite team lead on assigned Cisco Telepresence installation projects in the Northeastern US, and assisted in other TP installs throughout the country.

Supported team members on individual issues with the Amp application for call management, prior to it's replacement by GCAS.

Interacted, on a regular basis, with international Support and Dispatching Teams in Cairo, Egypt, New Delhi and Mumbai, India, Paris, France, and Rio de Janeiro, Brazil to coordinate and update call dispatches, network migrations, network equipment installations and repairs.

Equant/Orange Business Services, Herndon, VA Jan. 2003 – Nov. 2012

Field Service Engineer

Coordinated all onsite aspects of project delivery to meet project requirements and deadlines.

Performed all the bullet points listed above for AT&T, working directly for OBS instead of having them as an intermediate customer, and provided support to team members in different call management applications (Atlas and Clarify).

Performed all installation, cabling, and repair of network equipment at multiple Equant/Orange Business Services Point-of-Presence locations (primarily in Boston, MA). Was also responsible for some physical plant maintenance and coordination with Telco, electrical, UPS/battery and generator vendors for PMs and repairs.

Installed and maintained network, Telco, and radio equipment, PCs and peripherals, including boarding pass and bag-tag printers for a number of Airlines at various airports across the New England area.

Sybase, Inc., Concord, MA Aug. 2000 – Sept. 2002

Helpdesk Support Specialist

Internal customer/employee support via telephone or remote access software, as well as customer location visits.

Troubleshot and maintained OS, network, email and application software, as well as PC hardware, peripherals and network patch-panel cabling.

Lead point of contact for VPN accounts and issues

Also was responsible as part of the support team for maintenance of positive customer relations between end-users and the Sybase IT department

NYNEX/Computerland/Vanstar/Inacom, Needham, MA Mar. 1988 – July 2000

Field Service Engineer

Installation, preventive maintenance, troubleshooting, and repair of personal computer hardware, software, and peripherals.

Responsible for phone support, as well as onsite resolution, of PC trouble calls, while affirming positive customer relations.

Maintained onsite service contract obligations with accounts such as Liberty Mutual, Reebok, and Sybase, Inc. for ~10 years of this employment period

EDUCATION

Franklin Institute of Boston, Boston, MA

Certificate of Proficiency with Honor, Computer Service Technology, 1985-1986

Emerson College, Boston, MA

Bachelor of Science Degree in Theater Arts, 1981-1983

Franklin Institute of Boston, Boston, MA

Concentration: Liberal Arts, 1985-1986

Contact this candidate