Customer Service Training
Resume:
DAVID OFORI-MENSAH
Hanover, MD 21076
Cell Phone: 240-***-**** Email:****************@*****.***
OBJECTIVE
Pursuing a career in Information Technology field to effectively use my skills towards the growth of the company and gain further knowledge in installing, operating and maintaining networks.
SUMMARY OF QUALIFICATIONS:
●Quick learner with outstanding interpersonal skills
●Excellent written and verbal presentation
●Ability to multi-task with strong organizational, market research
●Experienced customer service representative
●Designing, installing, configuring and troubleshooting complex networks (Routed, LAN, WAN, and Firewall Security)
●Working knowledge of IPSec VPN, Site-to-site VPN and Remote access VPN
●Layer 2 Switching such as: VLANs, VTP, STP (mst and pvst+), Trunking (802.1Q and ISL)
●Technical expertise in configuring and troubleshooting of various IGPs including OSPF, EIGRP, and RIPv2
PROFESSIONAL EXPERIENCE
Itt-Tech/ESI Hanover, July 2015 to date
●Conducts financial aid information sessions and assists prospective and current students with completion of their applications through the online student finance application system.
●Informs students on available funding in accordance to their needs assessment, as well as communicates with loan co-signers when necessary.
●Tracks student progress on financial aid packages.
●Contacts outside agencies regarding students’ eligibility for assistance.
●Verifies and collects student aid reports from active students using the online student finance application system verification edits.
●Determines eligibility for and tracking of Federal Work-Study awards.
●Conducts entrance and exit interviews with students, advising them of repayment schedule calculations.
●Contacts students to advise them of impending delinquent loan status.
Verizonwireless, Hanover, Md
Coordinator-Business/Gov Cus Ops Vzw April 2014 to April 2015
● Handling inbound business customer calls while using a computer terminal.
● Researching and resolving bill enquires.
● I explained the uses of company products and services to customers.
● I was responsible for troubleshooting service and equipment questions. Tier 1 and 2
● Developed and maintained expertise regarding industry leading networking and security products
deployed in large enterprise customer network
● Developed and maintained strong relationship with customer technical management teams
JMAT Systems, LLC Greenbelt, MD
Network Engineer July 2011 to December 2012(Hands on Training)
●Provided onsite and remote support for LAN/WLAN/WAN networking and security product
●Developed and maintained expertise regarding industry leading networking and security products deployed in large enterprise customer network
●Managed the technical planning, design and installation of devices and solutions for large scale enterprise networks and data centers
●Developed and maintained strong relationship with customer technical management teams
● Troubleshooting IP routing and connectivity issues such as application timeouts, inability to connect to websites, load sharing and balancing, latency issues, packet-loss, flapping interfaces, configurations and network outages
●Administer network monitoring management systems, intrusion detection system, firewall and other security and network management tools
● Configure L2 switches for PVLAN’s VLAN, VTP, 802.1Q Trunk, DHCP and STP
●Create layer 2 and 3 Ether-Channels for bandwidth aggregation and loop avoidance
●Configure network devices using First Hop Redundancy Protocol( HSRP, VRRP and GLBP)
●Provides technical expertise in configuring and troubleshooting of various IGPs including OSPF, EIGRP, & RIPv2. (And also provide end-to-end connectivity using route redistribution)
●Hands on Experience in Cisco Routers - (2851, 3845, 7200VXR; Cisco Switches - (3560, 3750, 4500, 4900M, 6500); Cisco Security (Cisco ASA 5505-5580 firewall).
●Network Monitor tools: Cisco Magic, Net flow Analyzer, and Wire shark, Orion Solar Winds, Ethereal, and Sniffer
●Other duties included: access list generation and implementation, establishment and implementation of routing policies, as well as route filtering
TECHNICAL SKILLS: Software Applications: Microsoft Suite (Word, Excel, Power point, Access), Operating Systems: Windows and Cisco IOS
EDUCATION:
Sept 2002 -Dec 2006 Central University College Accra, GH
●Bachelor of Science; Administration
Certifications
●CCNA hands on training completed at JMAT
●CCNP hands on training completed at JMAT
Professional Development
2014 Knowledge Base Verizon Wireless Training School.
2014 Verizon Network Technology VZW Training School, Hanover
2014 Using Infomanager and Troubleshooting Wizard VZW Training School, Hanover
2014 ACSS WEB Systems Training VZW Training School, Hanover
2014 Wireless 101 Verizon Wireless Training, Hanover
2012 CCNP – Routing, Switching and Troubleshooting JMAT Training School, Greenbelt
2012 CCNA-ICND 1 and 2 JMAT Training School, Greenbelt
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