Information Technology Customer Service
Resume:
Mamour Cisse
***** ****** **** ****** *****
adznxs@r.postjobfree.com. 469-***-****
OBJECTIVE
To obtain a position in the Information Technology and support Industry with a dynamic company that can utilize my knowledge in computer networking, Security and customer service.
EDUCATION
Phoenix University Cyber Security Certificate CISSP GPA 3.93
Phoenix University CCNA March 2018 GPA 3.95 Certified May 2018
Phoenix University Master’s in Information Technology September 2013 GPA: 3.58
Hardcore Techies (HTI) Irvine, CA Networking Engineer Program April 2004
Marist College Poughkeepsie, NY Enrolled in a Master’s degree Program In Software Design and Development 2002/2003
Manhattan College, Riverdale, New York Bachelor of Science, December 2002 Major: Computer Science Cumulative GPA: 3.5
SUNY/Westchester Community College, Valhalla, NY Associate in Applied Science (AAS), May 2000 Major: Computer Science Cumulative GPA: 3.6
PROFESSIONAL EXPERIENCE
Verizon/Frontier Telecommunication August 2006 to August 25th 2023
As a Senior Fiber Network Technician/Maintenance Central Office, I support mainly Frontier field technicians, Central office technicians, Frontier Customer Support Analysts with FIOS and DSL trouble via Phone, Bold Chat and/or Email.
Educate Field Technicians and Advance Technical Support agents to be more self-sufficient and utilize the company’s provided self-services
Train new hires, Pilot different company projects. Work with the NOC in prioritizing network outage resolution
Installing, maintaining and troubleshooting cabling for FIOS/DSL equipment.
Running scripts/configuration making sure meeting all security standards.
Restore DSLAM/OLT Loss Of Visibility, Maintenance or Service Degradation.
Reset/configure PON card to restore outage.
Use tools like VQC to test the Network Light for the FIOS service.
Search, manage and validate outages, Lost Of Visibility, Capacity management, OLT overprovisioned, Congestion, or Signal Degradation, intrusions
Create Common Cause and or Remedy ticket for outages via VXfield.
Capacity Management to ensure network reliability, availability, and scalability
Send out or reply to emails for outage related issues.
Build profile on Gateway Routers such as Juniper - ERX1440, E320, M320, MX480, or Putty
Troubleshoot connectivity issues and help to restore customer internet service on both FIOS and DSL, detect and remedy security bridges due to rogue ONTs on the network
Experience with major Internet protocols such as TCP/IP, UDP, DNS, DHCP, BGP, OSPF, ICMP and RADIUS, or TACCAS
One stop Shop to reduce call volume and increase Service Level Agreement (SLA).
Receive and troubleshoot network related issues reported from Frontier employees throughout the shift.
Activate Optical Network Terminals (ONT) such as Tellab, Axsvision and Alcatel products.
Build cross connects in EMS System such as Nokia, Calix, Adtran - TA5000, Alcatel-Lucent – E7 Series, 7210,7750,7330, 7450, and 5620SAM.
Build paths in Switch such as Ciena, Naviscore- CBX500.
Work on TDM Switch products DMS100, GTD 5; 5ESS; Soft Switches (Broadsoft), for FDV, UDV (Meta-switch) and SIP; Voice issues.
Install and Configure Routers; Install, Test and Remove programs.Assist in Account Registration, Email and Web Access; Assist in installing Video Equipment.
Assist in installing phone Equipment, such as TDM, FDV, UDV, and SIP phone.
Respond to customer inquiries and provide follow up on their issues.
Utilize various Test Equipment like Cisco Meraki, Cisco Switches and Routers
Submit and resolve business customers' work requests.
Work in front of a computer monitor for prolonged periods of time.
Multitask between different systems proficiency in both use of keyboard and mouse.
I also assist in troubleshooting video, internet, and phone issues related to the network
Skills:
English, Spanish and French (verbal and written)
Volunteer Part time Teacher at my Church in Richardson
Proficient in Microsoft Suite
References: Available upon request.
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