Network Engineer

VAUGHN VICKERS

404-***-**** ******.*********@*****.***

PROFESSIONAL SUMMARY

•Award-winning, result-driven IT professional with emphasis on internal/external customer satisfaction.

•Highly proficient at troubleshooting LANs with the ability to utilize various resources to consistently deliver effective solutions.

•Ability to learn new technologies quickly with a solid understanding and apply the knowledge effectively.

•Exceptionally detailed-oriented, focused, well organized, with strong analytical and multi-tasking skills.

•Strong interpersonal and communication skills with the ability to work well in a team environment or independently.

EDUCATION AND CERTIFICATIONS

Education:

Computer Networking and Security: Networking / IT

Omni-Tech Institute

Top5% of class

Emphasis in networking, configuring switches and routers.

Received High Honors

GPA 4.0; 100% Attendance

Student Ambassador 2011/2012

Recommended by instructor to teach CCNA

Fast learner - earned 6 certifications within 11 months while working full-time!

Bachelor of Science, Chemical Engineering

New Jersey Institute of Technology

Top 10% of class in Calculus

Completed additional graduate level courses in Chemical Engineering and Mathematics.

Certifications:

CISCO Certified Network Professional (CCNP) SWITCHING

CISCO Certified Network Associate (CCNA)

CCNA Security

HP ExpertONE

Network+

Security+

Microsoft Certified Professional (MCP)

Server 2003

CompTIA A+

PROFESSIONAL EXPERIENCE33

4

Network Operation Center Engineer II 09/2015 to Present

TREXTEL – Duluth, GA

Minimize equipment and/or network down time by proactively and actively monitoring the customer’s network using all monitoring tools available.

Extremely high success rate resolving Layer 1, 2, and 3 networking issues via fault isolation in a methodical, thorough manner.

Maintain at least a 95% success rate meeting or exceeding customer SLA metrics.

Remotely support customer and/or onsite technicians test and turn-ups of WAN and LAN equipment at the customer’s new or existing sites.

Successfully resolve remotely customer’s network related issues by instructing and guiding onsite technicians with troubleshooting of equipment when required.

Collaborate with client support teams to restore network performance via troubleshooting and configuration modifications of routers and switches.

Collaborate with an engineering department to develop customer and device specific knowledge base.

Provide Tier 2 support to customers and escalate tickets to Tier 3, as needed.

Make technical and process recommendations to prevent repeating issues/outages.

Consistently maintain accurate, detailed, and comprehensive records of issues, incidents, troubleshooting steps, resolutions, and customer follow ups.

Consistently follow up with customers to make sure issues are resolved.

Networking Support Engineer

HEWLETT PACKARD – Alpharetta, GA 05/2013 to 09/2015

•Repeatedly achieve Total Customer Experience (total satisfaction) ratings from customers via perfect scores on customer surveys.

•Extensive experience in remotely troubleshooting Layer 1, 2, and 3 networking issues for customers nationwide.

•Apply subject matter knowledge to customers in HP and some Cisco related areas to solve technical problems.

•Develop strategies and procedures to improve performance of customer environments.

•Respond to service, product, technical, and customer related questions pertaining to features, specifications, and repairs based on customer entitlement.

•Persistent and successful at finding ways to provide the customer with their needs.

•Consistently make customers feel more at ease during stressful situations.

•Received customer recognition that was highlighted on HP’s main website.

•Maintain accurate, detailed, and comprehensive records of issues, incidents, troubleshooting steps, resolutions, and customer follow ups.

•Consistently follow up with customers to make sure issues are resolved.

CCNA Instructor 06/2012 to 08/2012

OMNI-TECH INSTITUTE – Decatur, GA

•Organized lab sessions and supervised students in Cisco router and switch installation, configuration, and troubleshooting.

•Organized certification training sessions for CCNA.

•Maintained a professional and positive learning environment.

IT Support Intern 05/2012 to 06/2012

OMNI-TECH INSTITUTE – Decatur, GA

•Performed software installation.

•Performed troubleshooting of LAN problems.

•Performed user account administration.

High School Math Teacher

Henry County/Luella High School – Locust Grove, GA 08/2010 to 05/2013

Belvidere School District – Belvidere, NJ 09/2005 to 06/2010

Boonton School District – Boonton, NJ 07/2003 to 06/2005

•Taught Pre-calculus/Trigonometry CP and Honors, Algebra 2 /Honors, Algebra 1, Math Techniques.

•Position required significant patience, professionalism, and the ability to manage challenging customers!

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