Bernard Bidii Mathias Materu
Customer Support Engineer
Summary of Qualifications
Location: I currently reside in Cary, NC.
Availability: I am available with 24 hours’ notice for an interview. I am available to start immediately.
Previous Cisco Experience: I have been with the company 12 months as Customer Support Engineer
Current Manager: Eric Nygren Phone: Will provide upon request
Summary: Experienced in managing both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLAs.
-Always work towards continuous improvement of process and procedures.
-Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practice.
CCNA- Routing and Switching, CCNA- Voice (CUCM), CCNA Security (ISE) – Trained and Experienced (BYOD, Posture, VPN, Anyconnect, Guest Access)
Identity Service Engine Software (ISE) – Expert, Wireless LAN Controller – Expert, Any-connect, VPN, NAM- Expert
Active directory (CA services, Domain services, GPO’s, Schema and Data management)
Cisco Systems, Morrisville NC
Customer Support Engineer 01/2015 - Present
Resolved and collaborated technical issues by utilizing resources from multiple business units.
Designed and repaired network servers to make sure appropriate hardware and software is installed to meet technology demands of the customer.
Maintained customer contact and provided status updates for all outstanding issues thus facilitated the timely and sufficient resolution of all customer issues and requests.
Recommended direction for network architecture based on traffic requirements and technological evolution
Attempted to replicate potential software problems and identify potential workarounds. Involved getting backups, logs and software codes.
Collaborated with other Technical Support teams to address problems spanning different support areas
Experienced with COTS software installation ie ISE
Worked effectively with colleagues and students by practicing punctuality, respect for deadlines, collaborative problem solving, and honest communication.
Identified client needs for additional company services involved filling enhancement defect for new product development and improvement so as to meets our customer needs.
Assisted customers to understand where security/ vulnerability risks exist, suggested strategies for mitigation, and recommended resources to help reduce their risks.
Kept up with new industry trends and features of new releases that could benefit daily business cases
Worked with customer management to understand their specific business problems, vision of business solutions, unique requirements, and operational capabilities and limitations.
Communicated with the customer by phone, email and/or WebEx while troubleshooting the problem
Maintained proficiency as needed and approved by attending trainings, reading job-related materials, and meeting with others in area of responsibilities.
Entered defects for verified software problems which involved working hand in hand with the developers to make sure there is a necessary patch that addresses the issue.
Influenced product direction by making suggestions for product enhancements and feedback received from customers
Eastman Kodak Alaris -Durham, NC
Technical Support Representative 08/2014 – 01/2015
Provided primarily second level support, troubleshooting, prioritizing, diagnosing, and managing customer reported problems including writing thorough, detailed problem descriptions
Delivered service and support to end-users using and operating Kodak picture kiosk, via remote connection using remote business manager ( RBM) and other citrix software
Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
Gathered customer’s information to determine the issue by evaluating and analyzing the symptoms; connectivity, Rapid Restore
Applied critical thinking when troubleshooting complex problems by asking probing questions, going over with them so as to discover the problem and understand ways to resolve the issue.
Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients and Printer malfunction using Vantive as a main ticketing system;
Followed up and made scheduled call backs to customers where necessary. Especially when the customer doesn’t have time to troubleshoot.
Maintained stable performance under pressure or opposition (such as time pressure) and handled stress in an acceptable manner.
Accurately documented software defects and call incidents for accurate customer and software audit
Used industry dispatch software (Vantive/ Remote Business Manager and Knowledge Volt) respond to service request tickets, updates and closes tickets with detailed information within the assigned response/resolve time frame
Trained and worked with all Kodak Alaris equipment and software's such as G4, G4X, G4XL, G4XL II, APEX, DL2100, Nortisu Mini Lab,Photo Printers such as 6850, 7000, 7015, 8110, 8810
Helped with all incidences during upgrade and migration of Kodak Picture kiosk from KPK V 3.0 to the KK V 8.0. Upgrade from windows XP to windows 7
Worked on problems of diverse scope where analysis requires evaluation of identifying factors which included following the service agreement procedures before troubleshooting, dispatching technician and sending new equipments.
Worked independently, received minimal supervision, with no instruction on routine work and general instruction on new assignments.
Cisco Systems Inc. -Morrisville, NC
Customer Support Engineer 10/2013–08/2014
Worked with Cisco Unified Communications Manager (Call Manager) to support and troubleshoot VoIP Phones (Cisco 9971, Cisco 7962, and Cisco 7937).
Managed and Performed changes in Active Directory (Cisco Unity Connection) to oversee daily end user functions
Identified records and proactively recommended revisions to current procedures which improved customer satisfaction.
Provided High level of professional communications with customers in troubleshooting reported issues
Assisted with configuration and troubleshooting of customer’s routers that included in VOIP network
Notified management of case status and customer satisfaction issues and compiling daily reports.
Developed and implemented resolutions to identified problems, and followed standard practices and procedures.
Performed domestic logistics between carrier and destination to track, document, and ensure products arrived within the time required to complete the mission.
Ensured appropriate resources are engaged and on track to resolve incidents within SLA thus reducing the daily rate of escalation to as low as 15 ticket b-weekly.
Configured analog lines through FXS ports on gateways via Cisco Unified Communications Manager and communicating with on-site technicians for functionality within SLA.
Monitored incident/workflow queue in CUCM and researched through different system so as to resolve customers inquires.
Managed ticket progress to address and resolve customer issues within Service Level Agreement requirements
Experienced and trained on the Cisco Call Manager and Cisco Unity.
Strategic Initiative Solutions Raleigh, NC (As Needed Job)
Support Technician 08/2013 –02/2014
Installed motherboards, processors, RAM, and graphics cards.
Followed established procedures and policies when responding to network alarms and events
Resolved technical issues for clients in person, on the phone and through e-mail.
Troubleshot viruses, network access and security, and resolved problems accurately and efficiently.
Set up, tested and configured networks, desktops, laptops and printers.
Performed diagnostic tests and repaired malfunctioning hardware and software.
Oversaw the daily performance of computer systems, including Active Directory and User account management. Installation of DHCP server and DNS. Maintained basic user configuration on client-based network.
Partnered with Local Exchange Carriers in resolving customer network (LAN/WAN) issues
Helped customer track and ship packages, responding to an average of 25 calls per day.
Designed Small Business Networks and maintained good relationships with clients.
Informed customers of any technical difficulties that might arise when assisting their inquiries thus building more trust with the customers.
Maintained inventory of customers owned equipment in-house and organization of service area.
Provided first level after hours and holiday on-call support on a revolving basis with other staff.
Asked and gathered intelligent questions about the client’s business and accurately document.
Created properly formatted tickets for client calls & emails as the work occurs.
Wake Technical Community College, Raleigh, NC
Associates of Applied Science, Network Technology in Progress (20 hours completed)
NC State University, Raleigh, NC
IT Certification 3/5 Cert Program
A+, Network+, Security +, CCNA