Customer Service Engineer

Harold Cox

**** ****** ****** *** *****, CA *****

619-***-**** Email: *******@*****.***

SUMMARY

Performance-driven and self-motivated leader offering effective management expertise and progressive leadership practices to drive consistent high performance

Highly qualified and technically sophisticated information technology professional with demonstrated abilities and success in field engineering, computer system/network administration and data and telecommunications

Proven expertise and strong ability to increase reliability, maximize productivity, and introduce system efficiencies

TECHNICAL SKILLS

Excellent leadership and team building skills

Strategic and Tactical Planning Performance Improvement

Client Relationship Management

CCNA, and Network+

Windows and Linux

Hardware Installation and configuration

Network Maintenance and field installations

CISCO router, switch management and firewalls

Voice and data cabling installation

VoIP support and trouble shooting

Large computer networks, SIP signaling, trunking and H.323 protocols

Project Management and resource planning

VPLS, WAN, and LAN technologies

System Upgrades

Microsoft Office Suite

Remote Access Technology

PROFESSIONAL EXPERIENCE

NextLevel Internet 05/2016 - Present

Sr. Project Engineer

Install and troubleshot issues with SIP Trunks, Digital lines and VoIP phones

Uses various protocols on the network to include DNS, TCP/IP, UDP, BGP and DHCP

Design services and products to be implemented to the customer’s specifications

Install and configure Cisco Firewalls, Switches and Routers

Works with carriers i.e. AT&T, Cox, TelePacific and Time Warner to install data and voice circuits for small to large businesses

SME for all VoIP installs and configurations of voice domains

Trains Junior Project Engineers on processes and procedures

Assigns workload to Junior Engineers and Customer Support Department

Acts as point of escalation for projects requiring a SME

Project Engineer 8/2015-5/2016

Configure network equipment and servers to utilize TCP/IP, DNS and DHCP protocols.

Train and support end-users on the efficient use of software and hardware.

Manage small to medium sized voice and internet projects

Install Cisco routers, switches and firewalls

Coordinates with systems partners to finalize voice designs and confirm requirements.

Troubleshoot network connectivity issues.

Provision and install VoIP phones, ATA’s and WAP’s

Cox Communications 7/2014 to 7/2015

Cox Business Sr. Field Engineer

Help manage a team of fourteen field technicians to provide optimum service to the business customer base

Determine and examine insufficiencies in resource consumption, training, workload, and scheduling; assess deviations from standards, plans, and estimates to identify cause and impact on missions.

Develop workflow for the field service team to ensure balanced workloads

Provide support and guidance to service team to ensure timely and quality customer service and to achieve team service goals

Cox Business Field Engineer 06/2007 to 07/2014

Served as project manager for customer multi-site projects to include allocating resources to meet scheduled target dates

Installations, disconnects, upgrades and migrations at customer premises applicable to complex services for all telecommunications products and services

Terminated, installed, and extended circuits to include 66 block, 110 block, Cat3, Cat5, Cat6, Multi-mode and Single Mode fiber.

Turned up and tested circuits with vendor/carrier to include PRI’s, T1’s, DS3’s, TLAN’s and other Ethernet Services

Installed and tested layer 2/3 devices including VPN, Wireless devices, and WAN devices

Tested and verified services to include Cisco VoIP phones, Cisco Gateways, switches, routers, and firewalls

Cox Business Field Technician 08/2003 to 06/2007

Senior field technician responsible for training of junior members of field service team regarding network security and troubleshooting of telecommunications and data circuits

Coordinated with system partners to confirm requirements and finalize designs for business customer accounts

Configured VoIP phone equipment to include switches, routers, telephones, and voice gateways

Configured network equipment and servers to utilize TCP/IP, DNS, and DHCP protocols

Installed LAN cabling systems to connect into networked equipment, hubs, switches, and network interface cards

Trained and supported end users on software and hardware capabilities

EDUCATION

Associates of Science: Information Decision Systems, San Diego City College

Bachelor of Science: Information Technology, University of Phoenix

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