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Engineer Customer Service

Perkasie, PA
November 28, 2018

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Carly Files

Perkasie, PA ***** 215-***-****

Solutions Architect / Business Analyst

Drive Productivity through Optimized Technology

Collaborative, action-oriented team member adept at supporting technical implementation of network solutions using reporting, business networking tools, and specification documents to implement accurate solutions. Expert in identifying and troubleshooting issues in implementation processes and communicating recommendations to streamline business activities. Quick learner able to contribute in design, process optimization, and customer support. Known for being accountable, thorough, and solution-oriented.

Budget Management Documentation Management

Technical Support Process Management Report Analysis

Special Customer Agreements (SCA) License Compliance Training

Technical Skills


SQL, Visual Basics (VB), C / C++, Java, Python, R


LAN / WAN Technologies, Cisco Equipment Specifications / Configurations, MPLS, Ethernet, Common Network Cabling Infrastructures (Single Mode / Multi Mode Fiber, Category 5e/6 Copper), VOIP, SDWAN


Microsoft Office (Excel, Word, PowerPoint, Outlook), Skype, Google (Docs, Sheets, Slides, Forms, Surveys), Windows, Linux, OS, SAP, BPM, Netformx, Compass

Professional Experience

SPRINT, Wayne, PA 2017 - 2018

Solutions Engineer I 2018

Provided technical support and consulting to 11 account teams and customers regarding product selling and designing. Obtained projects from solutions engineer queue and collaborated as needed with team of 54 engineers to optimize productivity. Collaborate on projects with internal cross-functional teams.

Advised account teams in systems implementations by providing technical details needed to develop and implement customer’s WAN network equipment and MPLS Technologies.

Maintained equipment supply and license compliance by ordering customer premise equipment and licenses, including Cisco routers and switches with minimal supervision.

Reduce product installment issues increasing customer experience and driving deadlines by being detail-oriented in managing multiple network documentation at once.

Produced business sales opportunities through upgrade recommendations and trained customers to better understand network dynamics by developing Excel-based performance reports.

Went above regular duties to support a special customer agreement process and deadline while the implementation manager was out.

Solutions Engineer Intern 2017

Learned role of solutions engineer by receiving training, shadowing mentor, and collaborating with team of 21 engineer interns.

Grew work productivity for the team by learning the basics of WAN / LAN technology within 2 months.

Increase customer excellence by communicating accurate recommendations after identifying and understanding networking equipment, access specifications, and customer requirements

Received promotion to official solutions engineer member after the 6 months.

Carly Files Page Two


Mathematics Tutor 2016 - 2017

Tutored students by guiding study for exams, answering homework questions, and aiding in overall understanding of math courses up to Calculus III.

Supported student ad-hoc questions by coordinating responsibilities with team of 10 tutors to ensure each need was addressed.

Led study sessions with students to ensure passing grades on math education certifications and successful completion of courses by communicating and teaching technical knowledge.

Admissions Office Student Worker 2013 - 2017

Processed mail, entered data, and fulfilled other tasks as needed.

Provided student data input for counselor decisions by processing 75 incoming-student applications daily with thorough attention to detail.

Ensured large open house events of 1K prospective students ran smoothly by communicating with groups of 20 students at a time and performing other tasks as needed.

Reduced processing errors by training new employees in daily processes and tools.

RUTGERS UNIVERSITY, National Science Foundation, Camden, NJ

Student Researcher 2016

Collaborated with peer investigator and team of 10 students to study and report biological project.

Determined impacts of invasive species on nutrient dynamics through statistical analysis.

Created thorough database by compiling 200 relevant experimental articles and performing detail-oriented data extraction.


Rebates Intern 2015 - 2016

Coordinated rebate contracts and audited rebate statements. Aided with system migration.

Organized legacy rebate tracking systems for migration to SAP by auditing partner contracts and statements using Excel.

Additional Experience

PENNRIDGE AQUATIC CLUB, Perkasie, PA, Aquatic Club Diving Coach

MENLO AQUATIC CENTER, Snack Bar Assistant Manager Desk Attendant

OLD FIRST CHURCH, Philadelphia, PA, Shared Table Volunteer


Bachelor of Science (BS), Applied Mathematics, Minor: Computer Science, Millersville University, Millersville, PA, 2017 Dean’s List 4 / 8 semesters

Relevant Courses: Mathematical Modeling, Topics of Applied Math, Computer Architecture

Six Sigma Yellow Belt Certification,, 2018

Cisco ICND I Certification, 2018

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