Customer Service Engineer

DWAYNE R. ENGLEMAN

Virginia Beach, VA *****

Phone: 757-***-****

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

PROFILE

* ***** ** ************ ********** in Network Administration, Desktop Support, Call Center, and Management

Dedicated leader with the ability to build lasting client relationships

Adapt at communicating effectively with customers and staff

Team player with superior presentation, interpersonal, and research skills

EDUCATION:

ECPI University; Bachelor of Science Degree in Computer Information Science, Network Security. Jun 2011

ECPI University; Associates of Applied Science Degree in Computer Information Science IT/Networking, Dec 2003

Certified: CompTia A+

CompTia Security +

TECHNICAL SKILLS:

OS: Windows 2000, XP, Vista, 7/ 8.1/10

LAN/WAN Technologies: Frame Relay, Ethernet, VLAN, Wireless

Security: Access Control Lists, SSH, RAIDIUS/TACACS, IPSEC

Network Management: DHCP/ WINS/ DNS/ WDS/

Work History:

Organization: Handyman Connection Virginia Beach, VA

Duration: Nov 2015-Present

Designation: Security/Network Engineer

Install and configure security systems for clients.

Expand and configure network wiring and diagrams

On call daily for clients

Customer relation representative

Organization: IntellecTechs, Inc. Virginia Beach, VA

Duration: July 2011 to May2015

Designation: System Engineer

Proprietor System Specialist 1 for FVAP Call Center

Trained in and follow standards for the following quality management systems; CMMI for Services v1.3, ISO 9001:2008, ISO 20000-2011, and ISO 27001

Responsible for site-to-site IP Sec VPNs; ACLs on corporate and client firewalls; new server deployment, routine backups; server performance and up time monitoring; VoIP administration; system upgrades including OS patches and virus definition updates; failed hardware replacement; and power monitoring and allocation

LAN and WAN installation, configuration, and support and IOS updates (Cisco routers, switches, firewalls)

Configured routers between sites, IP Sec LAN-to-LAN VPN tunnels

Implemented Sophos Endpoint Console protection with CryptoPrevent and network monitoring solution for multiple clients

Manage Active Directory, MS Exchange, and Spam filter

Created images for laptops and desktops with company applications

Responsible for network documentation and weekly reports

Regularly provide on-site and remote support to end users

Telephonic and hands-on experience troubleshooting and resolving PC hardware, software, and network, email, security and application issues

Demonstrated capacity to solution problems through phone contact and track records of increasing responsibility in help desk service delivery arena

Outstanding customer service skills and ability to successfully articulate solution steps to customers of varying degrees of product knowledge and problem-solving competency

Developed team mentoring abilities; noted ability to train and assist others, coupled with an ability to be mentored by more experienced team members to gain efficiencies

DWAYNE R. ENGLEMAN

Organization: Handyman Connection, Virginia Beach, VA

Duration: May 2003 to July 2011

Designation: Sub-Contractor

Network Administrator for network

Maintained and upgraded wireless access to allow Sub-contractors access

Uptime for available tickets daily

Organization: U.S. Navy, Virginia Beach, VA

Duration: March 1982 to March 2003 (Retired)

Designation: Aviation Metal Smith/ Training/ IT

More than 15 years of successful management and leadership experience with a reputation for meeting the most challenging organizational goals and objectives

Customer service, inventory and issue of new computers, maintaining, upgrading systems that provide reliable, consistent, responsive and updated services

Install, configure, maintain training equipment, PC, Projectors and CBT software for fleet commands

Assisted area LAN expert with maintaining Intranet

Responsible for managing, monitoring information technologies and maintain devices for 11 other commands on station and that equates to over 10,100 e-mail accounts

Managed programs : GasFree Engineer, Respirator, Quality Assurance, Corrosion Control, Airframes, Phase Maint, Aircraft Battle damage, and Collateral Duty Inspector

Internship:

Organization: IntellecTechs, Inc., Virginia Beach, VA

Duration: May 2011- Jun 2011

Complete installation and configuration of a network for a dental office, 45 PC, 5 laptops, 3 servers, 2 IOSAFE, 4 printers

Assumed and maintained administrative responsibility for Visio diagrams and hardware inventory for 24 clients

Gathered extensive client data, audited work stations and inventory equipment

Oversee all updates and maintenance performed during monthly site visits

Manufactured and installed 10 CAT 5,6 cables through drop ceiling for data and VOIP installation in less than 6 hours

Setup and configured IO Safe storage device for backup

Setup and configured Smart Board with projector

Advanced PC/ laptop repair

Organization: Hebrew Academy of Tidewater, Virginia Beach, VA

Duration: March 2003-May 2003

Assisted LAN Administrator, maintained and upgraded desktop computers for individual classrooms and computer lab

Worked with programs for imaging hard drive and desktop applications

Performed backup and recovery operations

Upgraded more than 15 systems at no cost to the school

Relevant Proficiency

Local Area Network hardware and software administration, design, installation and configuration

Microsoft Windows 200*-****-**** Server, Exchange Server, Active Directory, RADIUS

Microsoft Windows 10/8/7-Vista-XP-2000-9X desktop and workstation operating systems

Microsoft Outlook, Access, Word, Excel, PowerPoint, Visio and Project

TCP-IP Ethernet Networking, DHCP, DNS, and static IP addressing, Wireless Networking

Symantec Anti-virus Corporate Edition, Sophos, and McAfee Virus Scan Enterprise

Help Desk, end-user Local Area Network Hardware and Software support

System Documentation, Inventory, and Standard Operating Procedure creation

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