Customer Service Engineer
Resume:
Ronald Dickson
Potomac Falls, VA 20165
Cell: 571-***-****
E-mail: ******@*******.***
Summary
Detail oriented Network Operations Engineer seeking full time employment in networking, or other related field.
Fourteen years combined experience with Cisco, HP Procurve, Ruckus, Xirrus and other related network equipment.
LAN management.
VoIP experience.
Wireless networking administration.
Demonstrated ability to learn new technologies.
Network design and implementation.
28 plus years of customer service oriented experience.
Certifications:
CCNA
CCNA wireless
Certified Wireless Network Administrator
Ronald Dickson
Summary of qualifications and experience.
2007 – Present Single Digits (Formerly Swisscom Hospitality Services North America) Dulles, VA
Network Operations Engineer
Monitor and manage LAN/wireless networks for hotels in the hospitality industry.
Troubleshooting equipment outages.
Interface with ISPs to trouble-shoot circuit outages.
Work with ISPs and hotels to transition service providers (circuit cuts).
Configure networking equipment such as routers, switches, wireless access points, Wireless LAN Controllers, Internet access gateway servers, firewalls.
Experience with Cisco, Ruckus and Xirrus Wi-Fi access points and Wireless LAN controllers.
Manage network monitoring tools (Tivoli SNMPc).
In depth knowledge in VLAN configurations and protocols.
Experienced in WAN routing protocols (BGP).
General firewall configuration (Cisco and Watchguard).
Software upgrade and maintenance of Cisco routers, switches (Cisco and HP) and various makes of access-points.
Faulty equipment diagnostics.
General network design and implementation knowledge.
802.11 wireless LAN configuration.
Network device connection documentation (port-mapping).
Troubleshooting wired/wireless network related issues including: connection, speed, routing etc.
802.11 wireless network troubleshooting.
Network configuration and support for hotel events, including on-site setup and support.
Systems data entry.
Create training documents and train employees.
Experience with Microsoft office Excel, Visio, Outlook.
Working knowledge of Linux, Unix and Windows OS.
Familiar with trouble-shooting LAN protocols i.e. DHCP, VTP etc.
2001 – Present Best Buy Sterling, VA
Sales Associate
Selling electronics including digital cameras, televisions, AV equipment, tablets, PCs Etc..
Handle various customer issues.
Process special orders.
Handle transactions.
Assist in counting inventory.
Assist in theft prevention.
Training other employees.
2000 – 2007 Verizon Business Ashburn, VA
Internet Network / Voice Over IP Service Delivery Engineer level II (LAN/WAN)
Activated high-speed Internet services, from frame relay up to OC3 on pre-installed circuits.
Reviewed design (Visio) of customer order prior to installation and made recommendations to sales and pre-sales engineer, if any changes were needed to comply with approved engineering design.
Allocated IP addresses for customer use.
Familiar with use of Broadsoft Voice over IP web-based software.
Configured Cisco routers for use as VoIP Enterprise Gateways interfacing with customer PBX.
Configured Customer Premise Equipment (routers) for multiple service types.
Set up IP routing such as static and dynamic routing (BGP).
Set up and configured fail-over and redundancy for backup service to customer using BGP.
Familiar with DNS (Domain Name Service) set up. Configured DNS servers for customer’s domains, which included reverse DNS entries.
Configured gateway router(s) for customer routing and redundancy.
Configured PVC’s on cascade switches, using HP Open-View.
Utilized frame-relay cascade switch interface in HP Open-view to trouble-shoot circuits.
Handled trouble-shooting and testing of circuits with internal and Local Exchange Carrier (LEC) technicians.
Assisted customers with router configuration issues and routing problems.
Handled service outage issues, by assisting customers in determining if problem was LAN related or WAN related, and referring to appropriate department(s) as necessary.
Managed circuit provisioning, customer contact, order tracking, IP allocation and task management databases.
Remotely log into Cisco Routers, Mediatrix and Firewalls, during VoIP service turn up, to verify and troubleshoot.
Worked with local call centers to coordinate turn up of customer’s service.
Helped customers migrate services from one location to another.
Fielded calls for, and assisted, other engineers with customer issues, including service turn-ups and other related customer Internet service issues.
Assisted other departments, nation-wide with various customer related issues.
Assisted customers in configuring equipment including routers, CSU/DSUs.
Set up routing and configuration between Verizon and customer CPE.
Processed cancellations of High Speed connections and customer accounts
Received on the job training in the following…
1.Cisco router configuration for 1720, 2600, 2811, 3600, 7200, and 12008 series.
2.Basic router configuration for Siemens Efficient series. And Adtran routers.
3.DNS (Domain Name Service)
4.Use of Cascade frame switch interface (HP Open-view).
5.UNIX and X-Windows operating system fundamentals.
6.Internet LAN/WAN topology and design.
7.Network security overview and fundamentals.
8.IP address scheming and sub-netting.
9.Circuit design overview.
10.Remote circuit testing and trouble-shooting for 56k, T1, T3, OC3, Frame Relay, ATM circuits.
11.Customer service and support.
12.Border Gateway Protocol and static routing basics.
Trained other Network Engineers in install processes and in the use of installation applications and databases.
1989 – 2000 McDonalds Bremerton, Washington
Restaurant Management
Managed and directed all aspects of restaurant operations.
Maintained staffing levels through interviewing and hiring employees.
Conducted performance reviews to improve employee performance and overall operations in the restaurant.
Managed a planned maintenance program to insure equipment cleanliness, calibration, functionality and longevity.
Insured all state and local health codes were maintained to the highest standards.
Kept a food safety log recording daily cooking times and temperatures.
Maintained food and operating supplies through inventory control and purchasing.
Managed all controllable items on the profit and loss statement.
Counted cash drawers and balanced daily cash sheets.
Maintained accountability for any cash or inventory overages and shortages.
Implemented in store marketing and promotions.
Conducted customer surveys and analyzed results to help improve restaurant operations.
Maintained employee motivation and morale, through incentive programs, rewards and most importantly, praise.
Prepared weekly staff and monthly managers schedules.
Monitored employee timesheets and weekly overtime costs.
Handled customer complaints.
Insured speed of service and customer satisfaction.
1984 - 1989 NICE/Matrix Marketing Ogden, Utah
Telemarketing Operator
Education
Cisco Certified Network Administrator, CCNA Wireless, Certified Wireless Network Administrator (CWNA)
References
Personal
References
Best Buy
Sterling Virginia store 703-***-****
Bikram Jaspal 703-***-****
Robert Kite (Moe) 703-***-****
Single Digits (Swisscom Hospitality Services North America)
Cy Ingraham 301-***-****
Mitch Huskey 703-***-****
Vivian Roeder 703-***-****
Verizon Business
Kevin Motley: 1-703-***-****
1-800-***-**** (Employment verification through TALX)
Dave Vesey 703-***-****
Tri Tran 703-***-**** (cell) 703-***-****
Jun Bustamante 571-***-****
Alex Linsangen 703-***-****
Jeff Reynolds 703-***-****
Objective
Seeking fulltime employment in a network related or service delivery fields.
Hobbies
My hobbies include reading, writing and puzzle solving, to name a few.
Contact this candidate