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Customer Service Engineer

Lansing, IL
February 27, 2020

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Abdenour Zennouche

***** *** **, *******, ** ****8 708-***-****

Fully Work Authorized. No Visa Sponsorship Required.


Certified CCNP Routing & Switching professional, CompTIA A+, CompTIA Network +. Skilled in networking, operating systems and customer service. Previous experience in Telecom Engineering.

Key Skills:

Certifications: CCNP Routing & Switching, Cisco CCNA. Google IT Support Professional Certificate Specialization, CompTIA A+, CompTIA Network +, Cisco CCENT.

Systems: MS-DOS, Windows (XP, 7, 8, Server 2012 R2)

Administration: Active Directory, PC Diagnostics, backups

Hardware: Laptops, Desktops, Mobile Phones (iPhone, blackberry), printers, etc.

Networking: VLAN’s, STP, Ethernet, ARP, OSPF, EIGRP, RIPNG, BGP, cabling (UTP/Optical Fiber), LAN/WAN, NAT, DNS, DHCP, 802.11, firewall, VPN, MPLS, HSRP, VRRP, layer 2 Technologies etc.

Antivirus: Symantec, AVG, McAfee etc.

Software: Zendesk, Virtual PC, MS Office, Adobe, ANT Pilot for GPRS, Lotus notes

Fluent in English, French and Berber


Infrastructure Technician 08/2018 - to date

McCormick place, Chicago

Provided infrastructure service support for the wired and wireless networks for Event Exhibitors, Show Management and internal administrative users.

Worked with Infrastructure Manager and other Infrastructure Techs in providing Internet services and network support.

Documented and communicated problems/resolutions to Infrastructure Manager and other technicians using Zendesk ticketing software

Assisted in maintaining network router/switches and access points.

Assisted Helpdesk Personnel in providing support when required.

IT support technician (internship) 07/2018- 08/2018

Computer training institute of Chicago, Chicago

Provided customer service for testers, students and interested callers.

Computer hardware repair

Created profiles and completed data entry via Salesforce

Team Leader 06/2011-08/2011

Mobiserve Algeria, Algiers, Algeria

Trained 10 technicians on job site requirements, provided technical support as needed

Planned and managed budgets of each project; ensured approval for all expenses were within budget

Identified cost-effective and quality solution to upgrade customer to the new multinational operator

Prepared document templates using Excel to report projects progress to customers

Telecom Engineer 06/2005-09/2010

Huawei Technologies, Algiers, Algeria

Optical Network Engineer 12/2008-09/2010

Audited report for existing optical fiber cable and network over 500 miles of OFC; saved company $100,000 USD by completing the project ahead of schedule & providing unique maintenance solutions in a remote location

Supervised civil work for laying new optical fiber cable (125 miles) and installation, fusion, mechanical splicing, termination and handling of test equipment, such as OTDR and Power Loss Test

Supervised & managed the repair of existing optical fiber cable

Roll Out Regional Manager 11/2007-12/2008

Managed a 12,000 mile square region to install radio equipment; antenna, power rectifier, batteries, & alarm system

Configured site from a BSC (Base Station Controller) remotely and commissioned project

Coordinated with customers and subcontractors to gain access to site and permits, and discuss any missing equipment or electrical before the team starts the installation to avoid delays and save money for every stakeholder

Provided technical assistance to subcontractors for implementation and acceptance of quality procedures

Ensured customer satisfaction; 95% of the region had coverage

BSS and Radio Engineer 6/2005-11/2007

BSS implementation and acceptance (“quality check”) (more than 10BSC’s and more than 1000 BTS’s)

Sites integration, software and hardware troubleshooting, Microwave, PNMS

Optimized network (drive test, traffic statistics and data analysis) using ANT Pilot and ANT pilot for GPRS

Pre-Sales Engineer 03/2004-05/2005

ZTE Corporation, Algiers, Algeria

GSM site surveyor responsible for launching pilot GPRS and UMTS networks

Upgraded hardware; tested and configured WLL terminals

Presentation of the technical specification of ZXG10 equipment to over 150 managers & executives


Virtual Customer Service Associate 05/2018-07/2018

Amazon, Canada

Production Operator 10/2016-03/2017

Dakkota Integrated Systems, LLC, Chicago, IL

Production operator

Integrity trade services, Highland, IN 05/2016-10/2016


BS Electrical and Electronics Engineering, minor in Telecommunications 2003

M’hamed Bougara University, Boumerdes, Algeria

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