Customer Service Technician

Abdillah Moussa

***** ******** **** **. 301-***-****

Clarksburg, MD 20871

*********@*****.***

SUMMARY:

More than five years of experience with BT Infonet and BT Americas, coordinating the installation of

corporate private lines. A Data communication expert and an electronic technician with knowledge in

digital and analog circuits. Combine technical expertise with a strong dedication to customer service.

Solid organizational ability and an excellent record of completing project according to deadlines;

diligence, adaptability and willingness to tackle new responsibility .

PROFESSIONAL PORTFOLIO

ORDER MANAGER

BT AMERICAS: Reston, VA 2011

to 2013

. Ensured circuit and CPE orders placed with suppliers on time to facilitate fast delivery of the line to

meet customer's expectations.

. Resolved orders' issues the soonest possible to minimize delay processing of order and to ensure service

delivered accordingly.

. Supported RTT (router test and turn up), migration, and ensured order closed on time.

. Coordinated efforts with international partners in the United Kingdom for corporate migration of Infonet

old legacy to the BT platform which save company millions of dollars

INSTALLATION COORDINATOR

BT SERVICE DELIVERY: Reston, VA

2008 to 2010 . Ordered circuits for customers’ installs through Level3, AT&T, and VzB

. Testing and Accepting new circuits (end to end testing, loop customers’ smart jacks)

. Ordering disconnect circuits (unused circuits)

. Assisting with 3 party installs at customer sites (making sure equipment properly

rd

connected)

. Test the line through telneting, pinging, trace route….

DATA COMMUNICATION TECHNICIAN

BT/INFONET: Burtonsville, MD

2005 to 2008

. Configuring and in house testing of Cisco routers, Firewalls, Ipanema, switches, CSU/DSU and

modems.

Loading router with

. Cisco Operating Systems (IOS) Ip plus, Enterprise plus, IPSec software to support customers’ enterprise

network.

Abdillah Moussa *********@*****.***

. Load various configurations in routers using these different services (ATM, Frame Relay, MPLS, ISDN

and more…)

Configurations and testing

. Configured and tested CSU/DSU

. Built maps to test routers on ports assigned to various customers on different nodes using IDB-Unit

(telnet, ping, trace route…)

Other duties:

. Updated new customers’ installs and assisted the de-installation team CPE return and tracking .

. De-install: follow up with customers to get the CPE returned, which is then checked for reusability and

stocked use with trouble tickets.

. Resolved and tracked trouble ticket using remedy.

TECHNICAL PROFICIENCES

Knowledge of the following network infrastructure and computer software:

Microsoft Office Suite SNMP protocol FTP

Microsoft Visio Network Cabling ISIS

Lotus Notes Network InfrastructureT1, DS3 ISDN

Siebel Cisco Switches, ProComm Plus

Windows 7 Firewalls HyperTerminal

Citrix Meta frame TCP/IP, Frame Relay

Remedy Routers

EDUCATION

Strayer University

BSIT (Internetworking Technology) 2006

Montgomery College, Germantown, MD

AAS (Associate of Applied Science) Electronics Engineering Technology 2000

AAS (Associate of Applied Science) Telecommunication Engineering Technology 2001

CERTIFICATIONS:

Network+ July 24, 2014

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