Customer Service Engineer

JACOB P. MAMMEN

Wesley Chapel, FL ***** *********@*****.*** 813-***-****

Desktop Support Tech

PROFESSIONAL SUMMARY

Technical Specialist, who listens to customers, identifies and troubleshoots their problems and provides comprehensive and fast

solutions in terms the customer can understand. I follow up by creating concise and accurate customer tickets to record the

problem and the solution. I also develop and deliver technical training to customers to help them learn and master our software

systems. I am known for meeting deadlines and delivering quality customer service, resulting in high customer satisfaction.

Core Strengths

• • •

Problem Solving Detailed Oriented In Depth Research

• •

Strong People Skills Customer Training

Coaching Co-Workers

• • •

Conflict Resolution Active Listening

Clear/Concise Solutions

TECHNICAL BACKGROUND

Networking: LAN: Ethernet, Token Ring, Frame Relay, ATM, WAN, Leased lines, Internet/ Intranet Cisco Routers, Switches,

Protocols, Network Connectivity, TCP/IP, IP, IPX, NetBIOS, SNA. PC Hardware: Dell, HP, Compaq, IBM ThinkPad, HP printers.

Software: Windows 2000/2003, NT & XP Pro/7, Novell, MS Office, Clinical Reference Software, ProComm Plus, Kapers, Lotus

Notes, Word Perfect Suite, Maximo Ticketing, Heat,Trackit, remedy, Symantec backup.

TRAINING & CERTIFICATIONS

• Microsoft Certified Professional( Microsoft Windows Server 2003) ID: 1370432

• Data Networking-1& 2, ICND-CISCO, COMPAQ Technical Training

• SMU School of Engineering: MCSE NT4 Training

EMPLOYMENT HISTORY

July 2013-Present

Desktop Support/ Project Analyst

T-Mobile Telecom

• Configured and installed workstations installed VPN, Software and added to domain.

Added computers to Active Directory, add, move computers and connected to network.

• Installed software application through Microsoft SCCM, installed and configured Cisco VPN.

• Maintained tickets in Help Desk ticketing system and updates tickets with appropriate current Status on a daily basis. Provides

accurate, scientific, and reproducible written details on tickets resolution.

• Monitor and evaluate efficiency of software/hardware utilization to provide a training list.

• Add, move, Change computers, installed memory, Hard Drive and other accessories.

• Installed, configured, troubleshot T-Mobile stores in Hillsborough County and nearby locations.

• Configure wireless devices.

• Attend training seminars and web based technical training

• Delete, create user profiles, computer cleanup, and refurbish computers.

• Install, configure and support Avaya phones.

• Network Monitoring,wireshark,HTTPWatch

• Project management in installing IE 9 and 200 plus new computers for the call center.

• Added wireless devices to the network and troubleshoot connectivity issues.

Robert Half/ Pediatric Health Choice Nov-2012- Apr 2013

IT Admin

Troubleshoot computers, add, and remove computer parts. Install hard drives and other components.

Install windows XP, service packs, install windows XP service packs, Install 2007 converter.

Install windows update; install F-Prot antivirus software, installed logmein, Remote desktop and VNC.

Add computers to domain; troubleshoot computers via VNC, Logmein and remote desktop.

Jacob Mammen’s Resume Page: 1

Drive to other sits and picked up pc and configured and returned to clients.

Installed Malware bytes and ran cleaned PC using Malware bytes.

Installed Medfax, (medical software for Medicare on each PC

Add move pc and printers, troubleshoot LAN, network connectivity and TCP/IP issues.

Installed APC backup for computers

The computer worked includes HP, Compaq, and Dell. Installed Printers and scanners for local and remote users.

Made an inventory of computes to deploy to local and remote users.

Configured Ms Office and configured outlook email for clients.

Installed and configured routers for apartment complex

Robert Half-Hilton and BMO Banks/other projects Mar 2011-Nov2012

Backed up servers using Symantec Backup, provided user support for 300 plus users local and remote.

Reset passwords in active directory environments. Created tickets in Maximo

• Data backup, Active Directory, MS Outlook, MS Exchange.

Installed Cisco firewall 5505, installed printers, configured software and troubleshoot connectivity issues

American Primary Care Dec2010- Mar 2011

Network Administrator/ Health Care Organization

• Installed and configured Computers, MS Office, and Windows update and connected to the Domain.

• Provided technical support to internal employees through emails, phone calls and walk ups.

• Remote support using VNC, Logmein and Remote Desktop.

• PC maintenance (spyware, malware removal/virus scans).

• Track and maintain computer assets.

• Create and revise knowledgebase documentation

• Setting up new hire computer equipment.

• Data backup, Active Directory, MS Outlook, MS Exchange.

• Installed eclinical system

Fidelity National Information Services Mar 09 – Nov-10

Technical Support Rep

• Supported 300 Plus financial institutions with their daily deposit files and other finance information.

• 62 to 65 calls per day.

•

• Received requests for SSL certificate, verified the request for PCI compliance and issued SSL certificate.

• Provided support in successfully importing the SSL certificate and troubleshot any connectivity issues.

• Provided solutions for all the email requests of the institution regarding their connectivity (VPN, HTTP, FTP and SSL) and

restaged and accepted files after verification.

• Created and issued clientless VPN to financial institution and provided support to connect to the server.

• Provided file formats for transmission related files and verified the field when client sent in files in incorrect format.

Provided 24/7 after hour support based on rotation for urgent issues with transmissions.

• Created tickets for the implementation group and followed through and communicated with the clients.

Contractor Positions:

AT&T/ Pomeroy IT/Sparton Industries

Technical Support Engineer

May 07- Dec 08

Supported AT&T customers with T1 data lines, T3 data lines and OCx circuits. Assisted Tier 2 Techs working on T3 and higher

bandwidths.

Diagnosed faults by reading access / customer end router interfaces, controllers and logs, with or without the customer on the

phone.

Updated ticket logs, using multiple web based tools, requesting circuit testing when required and monitoring on-going support,

keeping the customer informed as to the progress made resolving their issue.

Worked with other team members within the office, nationally, and internationally, to provide the highest level of client support.

Provided PC and Network support, installed software and hardware, troubleshot computers, printing, VPN and managed user

accounts.

Comcar Industries, Auburndale, FL Oct 06 - Feb 07

Jacob Mammen’s Resume Page: 2

Network Specialist

• Provided daily monitoring and first level support of WAN/LAN network including communication links, network consoles

and files, e-mail, and the general hardware environment. Maintained network reliability and produced utilization reports

and analysis by using network and PC based software.

• Assisted the Network Administrator in design and management support that included configuration and maintenance of

hardware, software, technical documentation and procedures.

• Analyzed moderately complex issues and determined if escalation is warranted to the appropriate senior technicians or to

Network Administrator

Everything Computer Wise Inc. Apr 06 - Oct 06

Technical Support Engineer

• Setup and installed new computer, configured ISP, and installed software packages.

• Provided coaching to new user’s with Operating System and other software packages.

• Managed troubleshooting and upgrading of PC, Virus removal, PC hardware, memory and software upgrades. Installed

operating system, installed stand-alone and network printers and troubleshot printing issues.

• Managed project planning to upgrade client computers and server to install eClincal works software.

JP Morgan Chase, Tampa, FL

Treasury Services/Central Support Agent Jun 05 – Mar 06

• Provided premier client support to JPMorgan EFS, State, Federal, and Agency Clients and Project Directors.

• Contributed to establishment and fostering of department’s reputation as a leading provider of Service Excellence to

differentiate JPMorgan EFS as a foremost provider in client satisfaction enabling competitive advantage in bids.

• Satisfied technical requests including advanced administrative terminal troubleshooting, security password resets, report

transmissions and file posting confirmations.

• Rest passwords

Exact Document Solutions LLC.

IT Consultant Jan 04- May 05

• Setup and installed new computer, configure ISP, install software packages.

• Provided coaching to new users with operating system and other software packages; troubleshot and upgraded

computers.

• Installed Operating system and software applications on workstations and Network Servers.

2000 - 2003

AT&T

Technical Account Manager, Global Network Service

• Supported Re-marketer Accounts, facilitating technical solutions for Wide Area Networking

• Connectivity requirements including Frame Relay, Remote access and Managed Internet Security Services of AT&T.

• Assist customers with solving issues related to processes, products, and technical solutions. Present solutions and ideas

to customers.

• Processed requests for data related services for remote access and physical connectivity to telephone networks.

• Managed requests for changes in services, equipment and connectivity associated with moves, migrations, and changes in

technical requirements.

• Maintained overall customer satisfaction and developed a continuous positive customer relationship.

• Provided customers with knowledge of new and existing products and services.

• Provided technical assistance for Logical and Physical connectivity problems on AT&T Managed Data Services network.

Jan 96 – Sept 2000

Network Engineer

Nortel Networks, Richardson, Texas

Provided support for 400+ users in Windows 95 and NT workstations environment. Troubleshot connectivity issues

related to Local Area Network. Installed and configured Windows NT Servers in a TCP/IP environment

Jacob Mammen’s Resume Page: 3

implementing DNS, DHCP services. Installed Microsoft Office, Outlook and other applications. Installed and

configured Lotus Notes in Windows 95 and NT workstation environments.

Systems Analyst

VHA Inc., Dallas, Texas

Provided PC and Network support for major health care support organization.

Desktop support included installation and maintenance of software for over nine hundred workstations and laptop

computers.

Software supported included NOVELL, GroupWise, Lotus Notes, Informs, and IBM’s Client Application Enabler,

Windows 95 and Windows NT mainframe connectivity software. Troubleshot and upgrade computers.

Jan 1992 – Dec 1995

CompUSA, Dallas, Texas

Computer Tech

Assembled computers, troubleshoot computer issues and successfully resolved those issues. Installed Operating

System and Microsoft applications, advised customers the necessary steps to install patches from Microsoft to keep

the system secure and up-to-date.

Installed and configured security software, removed virus and malware from computers. Upgraded operating

system and other application on computers.

Examined computer peripherals before and after installation,

Checked for any problems and resolved those problems.

EDUCATION & PROFESSIONAL DEVELOPMENT

• BS, Business Administration, University of Kerala, Kerala, India

• AA, Computer Information Systems, Dallas Community College, Dallas, Texas

Jacob Mammen’s Resume Page: 4

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