Network Engineer Customer Service
Resume:
Keith Nigel Sledge
Wilson, NC *****
**********@*****.***
High energy, reliable engineer dedicated to protecting and making the company networks more efficient. Perform well in intense all-eyes-on environment. Always committed to going the extra mile to attain the team’s final goals through service excellence, while keeping within company’s expected standards.
SKILLS
Customer service
Leadership
Mentoring
Excellent communication
Adaptive
Quick Thinking
Decisive
High Energy
Inventory Control
Reliable
Time management
Android
Windows
CAREER ACCOMPLISHMENTS
Multiple “Customer Excellence” awards
First Control Tech II’s to be promoted to Control Tech III
First of 3 Control Tech III’s to be promoted to Network Engineer III
1 of only 4 engineers out of over 50 engineers to work 3 Business Network regions: local, long distance and Europe/Asia
Volunteered to work all regions within the company to broaden my network knowledge and to increase value to the team
Passed multiple computer-based training courses throughout my career to keep up with the constant changes and growth of the telecommunications networks
PROFESSIONAL EXPERIENCE
Verizon Business, Cary, NC 2000-2018
Network Engineer III
Identify and repair network anomalies using multiple network management programs both domestically and internationally.
Provide technical and analytical support to multiple departments.
Serve as focal point for all plant engineers and all physical plant issues in the network.
Multitask in high visibility environment.
Work both independently and with a team
Fault isolation across multiple hardware platforms
Troubleshooting Layer 1 technologies, including SONET, DWDM, Ultra Long Haul and Mesh
EDS — US Postal Information Systems, Raleigh, NC 1999
Business Services Analyst
RF & Wireless Support
Formulated/defined system scope & objectives using IT and industry knowledge/requirements.
Served as a liaison between customer, vendor, and support groups to identify business processes, systems, and product requirements.
Researched, identified, and developed solutions to problems; analyzed business and user needs. Documented customer specifications.
Coordinated and verified network installation of Very Small Aperture Terminal (VSAT) dishes.
Coordinated and verified quality assurance and maintenance of satellite dishes.
Deployment Team —Point of Sale (POS) One Vendor Relations
Supported aspects of the business cycle, including proposals, feasibility studies, implementations, and new business development.
Analyzed metrics from Remedy database, and provided reports to track trends in service.
Facilitated vendor meetings to resolve issues and concerns with the product, software, and services provided see to the user.
NCR/Hardware and Night of Install (NOI) teams
Delivered technical support operations & end-user support in fluid technical environment.
Performed problem identification, follow-ups, callback, escalation, and management for a variety of computer systems and user problems.
Utilized knowledge of NCR cash registers to help assess computer problems for postal personnel in the field.
Created & maintained trouble ticket database for all customer calls. Communicated steps taken in troubleshooting process, and provided accurate information and documentation in trouble ticket.
Performed Remote Initialization Testing and Acceptance-Ping (hardware test) for VSAT and server-supported.
Performed basic Local Area Network (LAN)/Wide Area Network (WAN) and Operating System (OS) troubleshooting, connectivity troubleshooting, operating system questions, user password resets and domain resynchronization.
Performed network administrative functions, including adding and deleting users to domains.
EDUCATION
Bachelor of Science in Industrial Technology
East Carolina University, Greenville, NC
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