Engineer Customer Service

Eric D. Griffin Garland, TX § 214-***-**** § *********@*****.***

Network Engineer

Systems Support & Optimization Customer Service Trusted Team-Player

Technically Sophisticated and Ambitious IT professional with expertise in delivering top-notch service for networking systems including installation, configuration, upgrades, and maintenance. Proven ability to successfully analyze critical support requirements, identify deficiencies and opportunities, and develop solutions for increasing reliability and improving productivity. Comfortable as a focused project leader and as a highly-collaborative participant in achieving team objectives. Recognized for outstanding work ethic, initiative, and collaboration efforts to reliably deliver solutions that meet business and technical requirements.

Client Relations § Project Management § Deployment/Migrations § Technical Support

Hardware/Software Troubleshooting § Consulting § Application Installations § Server Maintenance

TECHNICAL SKILLS

Certifications: CCENT, Fiber Optics tech CFOT, A+, Network+, MCP (Microsoft Certified Professional)

Hardware: Cisco Routers, Switches and Phones (VoIP), Alcatel-Lucent Network switches, Alcatel-Lucent wireless controllers, Adtran, Symbol wireless equipment

Software: Openview, Visio, NetQos, Netview, Solarwinds, Cisco Prime, BCM phone software, Cisco Unified Communications Express & Manager Administration, Alcatel-Lucent software for RF devices

PROFESSIONAL EXPERIENCE

City of Dallas

Sr. IT Engineer (2017 – Present)

Design and install networks for Dallas Water Utilities

Responsible for ordering network gear

Project manager for networking phase of design process

Leasion to site managers for network issues

J.C. Penney 2003–2016

Production Specialist (2004-2016)

Accountable for a high level of reliability and stability in the installation and maintenance of wireless RF network and VoIP phone systems.

Installed and configured CISCO and Alcatel-Lucent network equipment.

Assessed operational issues and replaced network equipment when appropriate; Prepared and maintained documentation of solutions implemented.

Actively provided desktop and network support to home office associates.

Able to bridge gap between Level 1 and level 3 networking teams delivering training to several associates for great efficiency of problem resolution.

Server Response Analyst (2003)

Managed a large-scale project executing a workstation (server) build and installing to each workstation.

Provided first level support for the new workstations and POS systems.

CompUSA 1998–2002

IT Specialist

Delivered network and operations support for 220+ retail outlets coordinating IT projects at new stores including software and hardware installations and server upgrades.

Completed token ring network transition to Ethernet and resolved cabling issues. Installed new IBM POS system (IBM P42 to IBM RISC 6000).

EDUCATION

BS, Mechanical Engineering Technology, PRAIRIE VIEW A&M, Prairie View, TX

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