Customer Service Technical Support

Samuel Parks

*******@******.****.*** • 601-***-****

LinkedIn • Fort Worth, TX

Network Engineer

Versatile and self-directed IT professional with 10+ years of hands-on experience in overseeing network infrastructure, driving customer service excellence, and providing technical support. Adept at facilitating complex network projects while ensuring seamless connectivity. Proven track record of enhancing system integrity through strategic troubleshooting and implementation of cutting-edge technologies. Possess strong leadership qualities and excellent communication skills to drive team success and advance organizational goals. Career Experience

Netsync, Aledo, TX 2024 — 2024

Fiber/Network Technician

Installed IP speakers and IP clocks, ensuring proper connectivity and functionality. Managed network cable installation and organization for optimal performance and compliance with standards. Performed maintenance to ensure networks ran smoothly and with minimal interruption. Diagnosed and fixed hardware, software, and network issues promptly to minimize downtime.

• Conducted thorough testing of installed equipment to verify functionality and troubleshoot any issues.

• Executed fiber optic installation and termination, ensuring high-quality connections and compliance with industry standards.

Verizon, Southlake, TX

2023 — 2023

Network Repair Bureau (NRB) Engineer

Conducted centralized troubleshooting for customer-reported network issues within company’s Wireless' network. Delivered 24/7 support as part of evident team to maintain high network availability and meet service level agreements (SLAs). Conveyed information and escalated network issues to appropriate teams for prompt resolution. Utilized network management system to discover network events and developed trouble tickets for recording issues. Collaborated with System Performance to offer timely and accurate technical assistance to both internal and external customers.

• Ensured smooth operations and management of company’s network, leveraging technical expertise to monitor and diagnose technical issues, improving overall health and stability of network. AT&T, Dallas-Fort Worth, TX 2017 — 2023

Fiber Technician

Administered high-quality customer service and delivered technical support for installation and repair of entertainment services including HSIA, IPTV, VoIP, and RF transmitters. Utilized spectrum analyzers and network systems configurations to test and optimize fiber optic networks and establish network terminals. Diagnosed network issues for customers using copper and fiber-optic technologies, including OTDR, fiberscope, and LSBBT. Coordinated with higher management and internal technicians to facilitate roll-out of advanced technological solutions. Conducted product training, oversaw consultative services, and managed orders through company metrics.

• Consistently achieved top performance and customer service ratings within district, showcasing performance excellence.

• Successfully installed and troubleshot PON networking systems using 7750/7705/7250 IXR Routers like Nokia and Ciena, enhancing broadband convergence.

• Streamlined organizational productivity by organizing and tracking key performance metrics for service delivery.

• Fostered customer-centric environment, ensuring prompt resolution of service-related inquiries and technical issues.

Blue Streak Cable and Telecommunications, Addison, TX 2016 — 2017 Fiber Optic Installer/ Inspector

Installed internal fiber network cabinets, cross-site optical fiber cables, and connected remote radio heads, in adherence to PIM/VSWR/MIMO/RET standards. Assessed technical requirements for various services, hardware, and software to recommend most suitable solutions. Established accurate project documentation, including production sheets, timesheets, customer paperwork. Generated and managed purchase orders for relevant projects. Liaised with directors and managers to create and administer strategies for executing blueprint designs, in adherence to project deadlines.

• Delivered valuable insights on technical needs and emerging trends, facilitating informed technology decisions.

Additional Experience

Junior Welding Supervisor, Willbro’s Construction, LLC, Houston, TX Associate Bending Supervisor - Energy Service South, LLC, Pachuta, MS Retail Sales Consultant - AT&T, Meridian, MS

Education

Master of Science in Systems Engineering

The University of Texas, El Paso, TX

Bachelor of Science in Business Administration and Management

The University of Southern Mississippi, Hattiesburg, MS Areas of Expertise

• Network Infrastructure Management

• Technical Support & Troubleshooting

• Network Security Best Practices

• Software Application Development

Technical Proficiencies

• Customer Service •

• Technical Project Management •

• Server Installation & Maintenance •

• Documentation & Recordkeeping •

Wi-Fi Configuration

Cross-Functional Collaboration

Programming

Database Management

Networking: CISCO, Ethernet

Cloud Computing: Amazon Web Services (AWS)

Development Platforms: Power Automate, Power Apps, RStudio, iOS

Data Visualization: Gephi

Project Management: Scrum

Enterprise Resource Planning (ERP): SAP

Modeling: Cameo

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