Customer Service Engineer

OBJECTIVE

To become a valuable part of a team committed to using any vendor technology and providing customer satisfaction. I am a true self-starter and a fast learner who take a personal initiative in professional education and staying abreast of cutting-edge technology. Highly effective in being a team player that bridges the gap between talent and personality. Equipped with an outstanding ability to troubleshoot, perform in high-stress situations, keep accurate documentation and work with limited supervision. I am highly passionate when it comes to enterprises and national level information security.

LICENSE & CERTIFICATIONS

Cisco Certified Network Professional (CCNP)

Cisco Certified Network Associate Security (CCNA Security)

Cisco Certified Network Associate (CCNA)

Cisco Certificate Recognition 4011 (NSTISSI & INFOSEC certificate recognition)

TECHNICAL SKILLS

Network Server & web server, Active Directory Server and VMware virtualization.

Network Virtualization Cisco Application Centric Infrastructure (ACI)

Virtual storage, storage area network & Network-attached storage (SAN & NAS)

Network Administration and network security.

Secure a network access (Firewall, ACLs, AAA, Radius & Tacacs+ server, Policy-based routing, SNMP, network IPS/IDS monitoring)

Cisco Switches configuration (L2 & L3).

Cisco Routers configuration (ISR WAN & 7200 series routers).

Routing protocols (EIGRP, OSPF & BGP).

Voice Over IP (VOIP), Session Initiation Protocol (SIP)

IPSEC VPN, Frame-Relay, T1 line, Multiprotocol Label Switching (MPLLS)

Troubleshooting of WAN Technologies: T1&T3 circuits, Frame-relay, MPLS, HDLC, PPP, and ISDN

Routing, Switching and Troubleshooting.

IPV6 and cabling management.

UNIX & Linux, Practical Extraction and Reporting Language (PERL).

Installation and configuration of Windows OS (XP, vista, win7&8)

Computer hardware maintenance, repair and troubleshooting

Electrical & Electronic Circuits, and Fiber optics

Installing software/hardware (PCs)

Diagnose and resolve technical hardware and software issues

Database Administration (SQL Server & Oracle).

Computer Programming (Language: Visual Basic & C

Create new users and assign permissions in Active Directory

Troubleshoot computer and basic networking issues

Written & oral communication

Good knowledge in SLA and Basics of ITIL

WORK EXPERIENCES

Customer Support Engineer ~ Cisco Systems, Inc. / Bank of America – July 14, 2014 - Current

Tier 2 Network Engineer / Technical Shift Lead

Research Triangle Park, NC

Task Description

Provide level 2 LAN/WAN support

Respond to escalated tickets and assign them to team members

Troubleshoot circuit / power issues /VPN

Supervise hardware refreshes / test and accept new hardware

Engage Cisco TAC/ Advance Services for support on complex technical issues

Research known error articles / previous TAC cases for prompt incident resolution

Provide training for new Tier2s hired to support Bank of America

Coordinate with other lines of service before transferring tickets or accepting tickets from other queues

Look at available personnel resources on a daily basis to determine how to assign tickets and coordinate with team leaders abroad when necessary to assure all tickets are resolved.

Provide skills-gap analysis for team training

Provide support to incident managers on bridge calls with client to resolve high priority incidents

Identify and process incident tickets for escalation to T3

Help Tier1 engineers resolve tickets in a timely manner

Monitor the phone queue to determine when additional resources are needed

Network Operation Center for AT&T ~ March 17 – July 2014

Position: Tier 2 Network Engineer

Durham, NC

Task Description

Monitor customer network for alarms via Management Application Platform (MAP)

• Triage initial alarms and assign the incident to the appropriate priority and queue

• Receive calls and tickets from Cisco’s Customer helpdesk

• Validate accurate/complete incident information from end customer

• Initial Troubleshooting with First Call Resolution (FCR) > 50%

• Assist Tier 1 engineers with difficult calls and Incidents

• Assign complex incidents to Level 3 within defined Service Levels

• Conduct post QA verification for resolved voice issues then close out incidents

• Refer non-Data related incidents back to Customer Service Desk or to the appropriate support team

• Follow the defined communication procedures for the incident updates

• Strictly adhere to defined processes for meaningful ticket updates and correct notes

Troubleshoot Remote access VPN, ASA, 881 Cisco Routers series

M&S Construction S.A., Port au Prince, Haiti ~ 1996 - 2009

Task Description

Developing and Implementing Procedures for Inventory Management.

Designing and implementing the System Inventory Management.

Controlling and Monitoring of Inputs / Outputs.

Preparing and analyzing cost reports, the Cost of goods sold.

Determining the standards cost of Production.

Preparing monthly and annual inventory reports.

Verifying data entry by accounting at the inventory (Inventory Control) module before being posted to General Ledger for the monthly output of financial statement.

Preparing of reports (Asset Control) determining the assets, liabilities, net position, and QR (Quick Ratio) of the company.

Network and Database Management

Computer network and Database management (Network & Database Administrator) I had to make sure that all hosts connected to the network and the servers operated normally. Being able to manage the client / server (creation and cancellation of new users and management of resources).

ACCPAC management system (System Administrator) Ability to ensure that all modules of ACCPAC work very well, make sure that all entries are correct prior to posting and backup system in the late afternoon. Finally, I had to be able to solve some technical problems of the system.

PROFESSIONAL SUMMARY

Hands-on experiencing making changes to a production network remotely for either outage workaround or service improvements.

Hands-on experiencing troubleshooting and doing root cause analysis on a production network remotely.

Experience working in a team environment while administering a global network.

Hands on Experience administering an enterprise Global IP network.

Experience working in a large scale implementation project.

EDUCATION

B.S. In Industrial Technology - Computer Network Engineering Concentration

East Carolina University

• GPA: 3.92

A.S. Telecommunications and Networking Engineering

Guilford Technical Community College, Greensboro, NC

GPA: 3.96

Awards & Honors: President's List

First place in Skills USA 2013 (Related Technical Math)

B.S. Computer Information Systems - August 1999

Ecole Superieure d'Infotronique d'Haiti (ESIH)

Port au Prince, Haiti

• GPA: 3.92

A.S. Accounting - August 1997

Ecole Superieure d'Infotronique d'Haiti (ESIH)

Port au Prince, Haiti

• GPA: 4.0

References:

Brian Franc

Operations Manager

Bank of America Enterprise Data

Cisco Systems Inc.

Research Triangle Park (RTP)

Phone: +1-919-***-****

Rick Bonura

Team Lead – BOA Enterprise Data NOC

Cisco Systems Inc.

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

Phone: +1-919-***-****

Mobile: +1-919-***-****

Professor Chad Philips, Ph.D.

Interim Department Chair at Guilford Technical Community College

Email: **********@****.***

Phone: 336-***-**** Ext: 53078

Address: 3505 East Wendover Avenue

Greensboro, NC 27405

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