Customer Service Technical Support

Contact email: **************@*****.***

Alexander Boyd

Summary:

• Extensive experience of working in a Telecommunication industry and has expertise in providing

excellent technical support.

• Provided technical support while working in a call center environment and resolve VoIP and DSL

related issues.

• Acquired more specific duties in working with Earthlink’s NW data triage department which

entailed troubleshooting of DSL / T1 / T3 / other high cap circuit type based issues focusing on mostly

west coast facilities.

• Currently acting as SME on multi-regional circuit testing such as hand offs from Network DS3’s to

off network mux for channelization for example.

• Experience with MPLS troubleshooting.

• Troubleshoot layers 1-3 from a networking perspective.

Education:

Buffalo State College May 2011

Bachelors Degree in Computer Information Science

Boces#2-Center for Workforce Development Jun 2009

40 hours week for 10 weeks of training & 2 week internship

Classes included MCP, NET+, and A+

Courses and Certifications:

• Advanced Programming Course (Java, Java-script, C++, HTML, xHTML)

• Completion of CCNA Certification June 2007

• Completion of MCP, NET+, and A+ Certification(s) July 2009

Skills:

• MS Office: Word, Excel and Outlook

• High Capacity Circuits, DSL, T1, T3

• Troubleshooting, Installation and Configuration ( SONET, ATM, VLAN interfaces)

• Cisco Routers and Switches

• MPLS Troubleshooting

• Excellent Communication and Customer Service Skills

Professional Experience:

Earthlink Business, Rochester, NY Jun

2011 – Present

T1 Technician / Telecom Technician

• Provided technical support while working in a call center environment and resolve VoIP and DSL

related issues.

• Resolving technical issues on High capacity circuits.

• Acquired more specific duties in working with Earthlink’s NW data triage department which

entailed troubleshooting of DSL / T1 / T3 / other high cap circuit type based issues focusing on mostly

west coast facilities.

• Resolved all types of data tickets (T1, T3, DSL, email, website, etc) with prior training from a now

non-existent group called data repair.

• Assisted many groups on special projects with network setup.

• Currently acting as SME on multi-regional circuit testing such as hand offs from Network DS3’s to

off network mux for channelization for example.

• Experience with MPLS troubleshooting.

• Troubleshoot layers 1-3 from a networking perspective.

• Troubleshooting ATM, SONET, and VLAN interfaces.

• Strong understanding of traffic shaping with ATM interfaces

• Created an ATM PVC on a main interface or sub-interface

• Assigned naming conventions to an ATM PVC

• Wrote ILML, QSAAL, or SMDS protocols on PVCs

Ingram Micro, Amherst, NY May

2010 – Mar 2011

Cisco Hardware Provisioning Technician

• Building Cisco based enterprise networking solutions for businesses.

• Configured Cisco networking LAN topologies for customers.

• Working with multiple vendors to provide tailored solutions to fit the customers’ specific needs.

Contact this candidate