Entry Level Engineer

SHINITRA JONES, CCNA

Decatur, GA.***** § 404-***-**** § *********@*****.***

SUMMARY OF SKILLS:

Skilled Network Administration Professional with key strengths in the areas of IT solutions, troubleshooting, testing and, technical input with other team members. Direct experience in hardware, local area networks and, many software programs. Highlighted competencies include:

Technical Core Competencies

Familiar with DNS and DHCP

Familiar with EIGP & Static Routing

Knowledge of access lists, firewalls & troubleshooting along the lines.

In-Depth knowledge of LAN/MAN/WAN Protocols

Knowledge of layer 1/2/3 networking

An understanding of the spanning tree

Ability to learn in a fast-paced environment

Excellent written and oral communication skills (English)

Strong time management, communication, analytical and research skills

Key Areas of Technical Knowledge

LAN and wireless networking principles and protocols including Ethernet, hubs, switches, TCP/IP, Remote access, VLAN, Frame Relay, VPN, IDS and, Routers

Familiar with Network Security-Firewall, IDS, ACL and, IPS

Previous experience with computer hardware, operating systems and, platforms

An understanding of IP address that includes sub-netting.

Knowledge of administrative distances of all routing protocols

Configure and setup complex switching environments

Knowledge of VoIP implementation and support

Familiar with Data Encryption

TECHNICAL CERTIFICATION

Cisco Certified Network Associate (CCNA) 3/2015

Cisco Certified Network Entry Technician (CCENT) 2/2015

PROFESSIONAL EXPERIENCE

AT&T, Decatur, GA 2012-2014

Customer Service Representative

Worked with customers over 50 states helping resolve problems with phone service lack of signal strength the need to troubleshoot phone and apart of tier1

Made payment arrangement for customers to pay their bill and sharing information on promotion deals

Maintained quality customer service with upset customers concerning their bill and still wanting to bring the best excellent customer service

Opening new accounts and upgrading existing service.

Suspend customers phone service activated phone line add new features on to account and explain ways to save money on different plans

Quickly and effectively solve customer challenges.

Produce quality control/satisfaction in recording, constantly seeking new ways to improve customer service.

Processed with ordering phones and assist to have support for customers guiding them steps to set up their account information

Made changes to customer account like address change add authorization password changing name and wireless number

Computers, Inc., Clarkston, GA 2011 – 2012

Technical Support - Internship

Plan, implement and maintain service level agreements for tech support.

Implement a technical support call routing scheme to accommodate high volume scenarios.

Provide front line technical support.

Administer and maintain telephone switch.

Coordinate with vendors for equipment repair and maintenance - computers, copiers, printers and other devices.

Generate activity reports to help with infrastructure planning and staffing.

Provide project management, including managing schedule, budget, and resources.

Identify additional infrastructure needs to improve efficiency.

Design and implement network expansion.

Randstad Inc., Georgia 2003 - 2007

Customer Service

1.Take inbound calls for cellular phones that needed activations

2.Data on group rating, contracts, troubleshooting and other accessories.

3.Handled administrative tasks for departments including data entry, faxing and filing.

4.Maintain telephone inquiries and routed calls.

5.Provided input regarding proposed hardware and software additions and changes.

EDUCATION AND PROFESSIONAL DEVELOPMENT

University of Phoenix, Norcross, GA

Master’s Degree in Computer Science, 4/2015

Pacific Institute of Technology, Morrow, GA

System Administration & Management Certificate – Cisco Network Administration, 3/2015

University of Phoenix, Norcross, GA

Bachelor of Science Degree in Computer Science, 7/2013

University of Phoenix, Norcross, GA

Associates Degree in Business, 7/2009

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