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Engineer Customer Service

Morrisville, NC
April 29, 2020

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William Blasko 919-***-****


CCIEx2 #55172 Cisco Certified, Customer Success Driven Network Consulting Engineer with 20+ years’ experience providing high-caliber international network support to customers across several industries and providing leadership and coaching to my peers.

20+ years of extensive customer service ranging from retail to international support

10+ years Administration/Technical Support/Troubleshooting Enterprise Environments

8+ years combined Helpdesk Support

8+ years Enterprise Network Support/Design/Innovation

“Bill sets a very high standard for customer success by doing extensive front-end work determining and clarifying our needs [and has what I call "ownership" for the process and has always followed up to check on our needs and to assess the performance of our team in meeting "deliverables".”

-IT Director, Global Finance


CISCO SYSTEMS 06/2016 – Present

Network Consulting Engineer IV – Technical Lead

• Owned delivery of Network Planning, Design, Implementation & Optimization Services to Cisco's Multi-million Dollar Global accounts

• Performed technical writing of High-Level Design (HLD), Low-Level Design (LLD), Scope of Work (SOW), Bill of Materials (BoM), highly technical Manual of Procedures (MOPs)

• Analyzed and diagnosed highly complex networking problems

• SD-WAN design and implementation

• Acted as a technical expert within division, as well as with other Cisco worldwide teams

• Built Proof of Concept (PoC) networks to resolve problems/compatibility issues, and perform an analysis of network designs

• Provided improvement opportunities and recommendations in products and IOS/IOS-XE/NX-OS

• Innovation with the latest technology, to provide high-quality support in current and future services

• Planned and designed system architecture along with configuration and integration support

• Supported operational capacity of complex, network security deployments.

• Identified and documented design/architecture best practices for global Cisco Services adoption

• Drove and oversaw the implementation of AS customer projects

• Directed key network projects for maximum customer/business impact.

• Led complex global network design, performance engineering or problem resolution projects

• Demonstrated thorough understanding of applying technology to reach desired goal. Solves complex, cross-functional issues that cross many technologies

• Mentored both new and tenured employees within my department CISCO SYSTEMS 04/2012 – 12/2016

Customer Support Engineer

• Maintained and operate large enterprise networks of Cisco’s premium clients which spans globally

• Deciphered and troubleshooted complex Layer 2/Layer 3 Enterprise Network issues

• Exceed target resolution times and delivered exemplary customer service

• Provided guidance and oversight to new engineers DUKE MEDICAL 10/2010 – 03/2012

DCRI- Service Desk Support

• Provided 1st call resolution support for the efficient resolution of technology incidents and requests

• Accurately assessed and recorded all customer interactions into incidents and requests in Footprints/Remedy

• Managed multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.

• Identified potential system problems and escalates to department contact for resolution.

• Displayed a solid knowledge of major desktop software applications and networking concepts.

• Established working knowledge of ITIL and its association with the Service Operation lifecycle stage

• Resolved issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction


East Carolina University Greenville, NC

Bachelor of Science, Computer Information Systems, 3.74 GPA 2014 State University of New York Canton, NY

Associate of Arts & Science, Computer Information Systems 2011 CERTIFICATIONS

Cisco Certified Network Associate (CCNA) – Routing/Switching May 2010

Cisco Certified Network Associate (CCNA) – Voice January 2013

Cisco Certified Network Associate (CCNA) – Security April 2013

Cisco Certified Network Professional (CCNP) – Routing/Switching January 2015

Cisco Certified Internetwork Expert (CCIE) – Routing/Switching December 2016

ITIL V3 Foundations January 2017

Certified Meraki Networking Associate (CMNA) June 2017

Certified Meraki Network Operator (CMNO) January 2019

Cisco Certified Design Associate (CCDA) January 2019

Cisco Certified Design Professional (CCDP) April 2019

Six Sigma Certification - Yellow Belt April 2019

Cisco Certified Internetwork Expert – Data Center (CCIE) October 2019

AWS Cloud Practitioner April 2020

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