Management Engineer
Resume:
CR M: Salesforce, Issue Resolution/De-Escalation P roject Management
Siebel,
Agile SAP,
Client/Account Management ISO/Process Documents I nventory Control
M aintenance
I nstallation, Communication
Service & &
Customer Loyalty/Retention
R epai rs Coordination
Logistics Staff T raining/Coaching Team Building/Development
Systems Vendor Management Client Relations and
M igration/ Integration P resentations
Cross Functional Supervision
Costing and Budgeting P roject Scheduling
Off shore development
P rocess improvement Testing/QA/Rollout/Support
Routing/switching : VRRP, Wi reless: Radius Security: ACL, SSH
E SRP, EAPS, OSPF, BGP,
N MS : SN MP, EP ICenter, sFlow,
D HCP, STP, V LAN, ARP,
H P Openview,
L L DP,QOS, H T TP, R I P
S oph i a A. Godda r d
1136 L i ncoln Cou r t Avenue, A t lan ta, GA 30329
336-***-**** – Sophia_godda ******@*****.***
OVERV I EW
Expe r ienced Network Techn ician and Technical Manager. Dedica ted and solu t ion-
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orien ted i nd iv idual w i t h p roven competencies re la ted to iden t i fy ing and add ressing
i nef f iciencies, eleva t i ng team accoun tab i l i ty, and i nst i t u t i ng, fo rmal, st ream-l i ned
p rocess re la ted to techn ical suppor t opera t ions.
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Competencies
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PROFESSIONA L EXPER I ENCE
Esca l a t io n a n d C us tome r Sup po r t M a n age r a t E x t re me Ne t wo r ks
June 2013 Present
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Analyzed, interpreted, and reported cumulative escalation data identifying training and communications
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opportunities.
Improved team productivity and turnaround time.
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Provided innovative processes to decrease the case volume and backlog
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Created training specifically for customer support agents
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Reduced teams backlog by 35%
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Act as escalation point for all customer and critical priority issues.
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Drive creation of knowledge base solutions for key technical support topics
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Represent the interests of the customer base during testing cycles of new products and releases.
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Handle administrative responsibilities such as scheduling, time sheets, resource management, and annual
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reviews
Actively participate in the development, implementation and management of action plans for escalated
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customer and for all critical priority issue
Tech n ica l T r a i ne r a t E x t r e me Ne t wo r ks
J u l y 2009 – P r esen t
Crea te and imp lemen t t r a i n i ng mod u l es f or i ncoming techn ical suppor t engineers
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Crea ted documen ta t ion on new softwa re and p roducts
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I ns t r uct t ec h n ica l classes o n t roubleshoot ing and I E E E standards
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I ns t r uc t ce r t i f ica t io n c lasses to customers on our E NS (Ex t reme Networ k Specia l is t)
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a nd ENA (Ex t reme Networ ks Associa te)
Provide emai l and phone t ra i n i ng to new techn ical and customer serv ice suppor t.
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T ra i n i ng top ics i ncluded I P r o u t i ng, L2, L3, STP, mu l t icast, B GP, D H CP, OS P F, and
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R ip
Crea ted t ra in i ng on Seibel and S a lesfo rce i n te rfaces for new h i res.
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Course developmen t and test ing
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B us i ness Syste m P rog r a m M a n age r a t E x t r e me Ne t wo r ks
J u l y 2010 – J u ne 2013
Comple ted projects and t asks under t he di rector of Business Systems using SDLC .
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Col labora te w i t h managemen t teams to deliver assigned programs develop compet i t ion
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t i mel i ne, assess/iden t i fy poten t ia l bot t lenecks i n each p roject/p rogram p rocess.
D i rect t he recru i t men t p rocess of key employees and t he select ion of consul tan ts and
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o utsou rcing vendors.
Develop and i n i t ia te i n te r na l p rocesses to imp rove p rogram delive ry w i t h i n speci f ic
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t i mef rames.
Establ ish goals and m i lestones as per t he est ima ted outpu t genera ted by t he p roject.
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Def ine t he resources requ i red for complet ion of a p roject and al locate resou rces
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accord ingly.
Evalua te t he t i mely perfo rmance of d if feren t teams wor k ing on a p roject and documen t
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t he p rogress accord ingly.
Assist t he engineers i n documen t i ng t he p roject designs and mak i ng changes as per
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n eeds.
Qual i t y assurance (QA) test ing
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Tech n ica l Suppo r t E ng i nee r a t E x t r e me Ne t wo r ks
J u l y 2005 – J u l y 2010
I nvolved w i t h t he day to day opera t ion of a 24 hou r i n te r na t iona l suppor t cen ter
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Simu la ted and debugged p roduct re la ted issues (ha rdwa re & sof twa re).
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Provided wor ka rounds and escala ted to L2 or engineer ing i f needed.
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Provided extensive customer serv ice, suppor t, and on-si te i ns t r uct ion.
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Coord ina ted job si tes, ordered pa r ts, and managed inven to ry.
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Hand led techn ical issues w i t h customers, moni to red p roper escala t ion p rocedu res, and
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t roub leshot sophist ica ted tools.
Received accolades and awards for ou tstandi ng techn ical suppor t f rom managemen t
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a nd peers.
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ED UCAT IO N A ND TRA I N I NG
B ache lo r of Science, Comp u te r Scie nce
Winston-Salem Sta te Un iversi ty – May 2005
E x t r e me Ne t wo r ks Company T r a i n i ng – E NS, E N A, I S O Aud i to r
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