Engineer Customer Service

Ebenezer Chike Ozumba

**** ****** **** *****: 713-***-****

Houston, TX, United States of America E-mail: ********@*****.***

77085

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Objective

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. To excel in the dynamic and intensely competitive field of information

technology by utilizing my interpersonal, technical, problem-solving and

management skills to achieve growth with prosperity.

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Professional Experience

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Broadsoft, United States of America, Woodlands, TX Oct 2013 - Present

TAC Engineer

Utilize trouble ticketing system collaborate with both level 1 and level 3

personnel to reach successful resolution for all customers issues.

Understanding of Ethernet, TCP/IP routing, Network packet analysis tools,

use, and configurations to ensure that all client questions and concerns

are addressed and responded to in a timely fashion. Manage the phones and

respond to email requests for assistance. Provide guidance to clients

unfamiliar with the product, and go the extra mile to ensure that they have

all necessary information for successful product operation. Train and guide

junior members of the Support team, and help ensure that they are equipped

to perform their function. Provide answers and solutions for our growing

customer base about the VoIP (Voice over IP) Software Application platform;

team with development and other support specialists and engineers to reach

successful resolution to any and all customer inquiries

AT&T Wireless, United States of America, Las Colinas, Aug 2013 - Oct 2013

TX

Network Engineer

This group handles the Mobility Service Operations Data Center Network.

They handle the data traffic that flows through these networks. Most of

their work is with Mobility's 7 national centers. Through remote access,

they configure and support the elements within the data centers.

Essentially they're looking at Network Engineers with IPv6 experience as

well as those with specialties in mobility applications, OSS Stack layers 5-

6-7 (IP Backbone). Monitor, analyze, and resolve faults occurring in

network elements managed/supported by the LTE operations. Assess both the

nature and severity of customer problems to evaluate the appropriate

response/action and engage various support organizations to resolve. Team

management and coaching, leading to suburb execution of service delivery,

governance and control, including continues improvement triggered by

business feedback and established metrics. Works closely with

infrastructure and application operational teams to develop and execute

server virtualization, storage consolidation/modernization, infrastructure

upgrades, implementation of new application services, and standardization

strategies. Lead team and service providers to successful internal and

external testing Troubleshoot alarms and document alarm fixes on specific

elements to provide support for other teams. Work regularly with equipment

vendors (Ericsson, Alcatel Lucent, Cisco, etc.) and Advanced Technical

Solutions (ATS) to resolve unusual outages. Lead in developing tools,

processes, and/or procedures which improve organizational efficiency.

Validate, correct and create job aids based on the work drivers. Assist in

automation efforts and look for opportunities to further automate key

processes (foster an automation mindset)

Verizon Wireless, United States of America, Southlake, Nov 2011 - Jul

TX 2013

Engineer II

Lead design reviews, testing, configuration, and implementing for all

inbound and outbound Roamer Data interoperability projects for CDMA

1X/EVDO, LTE and GSM. Includes implementing all roaming partners Tech data

and IR-21 update with any new elements or missing roaming configurations.

Implement provisioning of Enterprise customers to support VZW Private

Network. Initiate and track work orders related to Enterprise Home Agent/

VZW Private Network. Implementation of roamer translations to support

Verizon and roaming partners network projects (ie. Switch conversions,

acquisitions, network designs, new product deployment). Tier 3 resolution

of network troubles. Identify a root cause of issues impacting customer's

ability to roam and monitor through resolution. Perform extensive network

testing for new marketing, finance, fraud, and network initiatives. Audit

roamer translation tables and troubleshoot, analyze, and trend error

reports for network nodes types. Will also support other engineers in the

administration of databases and will provide technical support to internal

and external organizations

Verizon Wireless, United States of America, Oct 2007 - Oct

Southlake, TX 2011

Network Engineer

Deliver prompt, timely technical support to trouble tickets via phone and

email. Identify and troubleshoot source of performance issues with PC,

network applications and hardware components. Monitor and respond to

reported issues with commercial data platforms. Demonstrated record for

prompt, efficient resolution of systems issues and outages reported by

external enterprise customers. Assisted in testing new device and software,

selected due to high degree of technical acumen and exemplary customer

service to support enterprise customers by accessing client servers via

CDMA network. Built relationships with Vendors such as Ericsson,

AlcatelLucent, Motorola, Cisco, Starent, RealNetworks and etc. Analyze data

using an SNMP tool, packet sniffer and other tools, to determine cause of

dilemma. Part of Long Term Evolution(LTE) team member within NRB, tasked

with tool identification, escalation procedures, identifying network

problems, as well as providing support to peers and assisting customers

with issues.

Verizon Wireless, United States of America, Houston, Oct 2005 - Oct 2007

TX

Wireless Data Technical Support

Delivered technical support and customer service to nationwide cable,

digital phone and high-speed Internet subscribers. Interacted with

customers via phone to resolve escalated issues in a call center

environment. Provided advanced resolution of issues with network and e-mail

systems. Informed key customers and internal departments of service

interruptions and planned network downtime. Promoted to tier3 support role

due to proven talent in rapidly and efficiently isolating / resolving

challenging technical issues. Created power point presentations and

training materials and aids to assist employees. Supervised and advised

coworkers as point of contact technician. Assisted in QA feedback and

provided feedback to peers on assisting customers. Contributed to Knowledge

Base by attending meetings and providing feedback to Knowledge Base

administrators in assistance in updating documentation. Trained new hires

through coaching, demonstrations, and peer review

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Education

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. University Of Oklahoma, Bachelor, Management Information Systems, Aug

1998 - Dec 2003

. University Of Phoenix, Master, Business Administration, Feb 2008 - May

2010

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References

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REFERENCES UPON REQUEST

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