Customer Service Network Engineer

James Edgar Pharr, III. (Trey)

*** *** **** ** / *********, NC 27312 / *******@*****.*** / 919-***-**** SUMMARY

Service-oriented with an extensive customer service background. Desires to utilize my customer service experience in a progressive organization that encourages creativity and exemplifies high standards. Strong communicator who can work independently while managing time efficiently. SKILLS

Ability to multitask and delegate

Network Engineering Experience

Can work individually and with a team with minimal supervision

Project managing experience

Hands-on experience with MS Office Suite

Advanced knowledge of Microsoft Excel, Word, PowerPoint

Supervisory experience

EDUCATION

MyComputerCareer – Raleigh, NC April 2017

Information Technology/System Administrator-Certificate

Certifications earned: Cisco Certified Network Associate (CCNA), CompTIA Security+, CompTIA Network+, CompTIA Server+, CompTIA A+

Certifications in Progress: AWS Cloud Practitioner North Carolina State University – Raleigh,NC May 2009 B.A. Political Science

EXPERIENCE

Perspecta, Raleigh, NC Sep 2017—Present

Junior Network Engineer

Created and resolved hundreds of tickets using ServiceNow technology making me one of the most productive team members.

Communicated any urgent and ongoing wireless issues to the team leads and next shift.

Assisted the team trainer to train new team members.

Work with Tier I and Tier II networking engineers to help solve problems with clients network.

Monitor Network Operations Service request, Repair work, Alerts, and Alarms to insure they are getting looked at in a timely manner.

Design and Planning of wireless infrastructure.

Testing, Characterizing, and Troubleshooting issues and performance with the network.

Configuring Cisco wireless devices, switches, Routers, and firewalls.

Maintain 24/7 tech support for network infrastructure.

Tracing, Quarantine, and identifying rogue devices and security violations on the network.

Working with customers on improving, troubleshooting, and walking customer through network issues remotely.

AICPA, Durham, NC

Field Service Coordinator Sep 2013—Sep 2016

Co-Managed the organization’s annual Firm Billing project, which contributed 17 million dollars in revenue for the organization.

Utilized Microsoft Office tools (Excel, Word, PowerPoint, OneNote, Access)

Organized mail merges using Microsoft Word and Outlook tools

Trained colleagues on Microsoft Office PowerPoint

Used Oracle technology to update thousands of member accounts.

Identified and addressed unstated customer needs and developed a proficiency in strong written communication, resulting in exceptional survey scores with customers

Managed temporary employees in which 80% of the temps became full-time employees

Established and built rapport with 400+ firms and organizations, which helped the organization surpass 400,000 total members

Member Service Advisor June 2010—Sep 2013

Performed order processing and account maintenance for thousands of member records and firms

Received top Quality Award

Created and enhanced new team weekly reports

Processed Credential, Section and Quality Center Applications and orders from Direct Sales

Facilitated and lead team meetings

Received MVP Award for the FY12 ROAR Campaign which helped the organization meet its retention goal of 94.75%—added tens of thousands of dollars in revenue to the Institute

Managed pricing discrepancies which saved the organization thousands of dollars

Gained advanced knowledge of Excel and other Microsoft Office tools

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