Data Center Customer Service
Resume:
MAERGIE
A. KEBEDE
********@*****.***
San Jose, CA 95141
Talented, inspired individual, seeking a challenging career opportunity to expand my career knowledge, where I can bring my level of colocation data center expertise while also growing and developing professionally. Successful at completing new installations, updates and configuration of network components. Experienced in setting up devices, troubleshooting issues and optimizing settings. Knowledgeable about maintaining current software and hardware to meet user needs. PROFESSIONAL SUMMARY
Microsoft Word, Power Point, Excel,
Salesforce, ALC BAS, DCIM systems,
Lenel OnGuard alarm
Linux, Shell, Python, Ansible
Protocol, TCP/IP, DNS, NFS, SSL
Linux operating system
Windows operating system
Network protocols
Data backups
Hardware installation
Cisco switching expertise
Routing protocol expertise
SKILLS
San Jose City College
San Jose, CA • 01/2023
Network And System Administration
FOA Certified Cabling
San Jon, NM
FOA Certified Cabling Premise
Technician
EDUCATION
OSHA, CompTIA, Troubleshooting IT
equipments
CERTIFICATIONS
Successfully resolved over hundreds of Remote Hands customer tickets. Install and troubleshoot fiber IX adds.
ACCOMPLISHMENTS
NTT Data - IT Infrastructure Specialist
Sacramento, CA • 01/2025 - Current
WORK HISTORY
Unbox, inventory, and install client hardware such as server, storage, and network devices into client racks.
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• Ability to manage assets for clients, including but not limited to preforming inventory audits, receiving and shipping equipment.
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• Ability to coordinate technical tasks with internal groups and manage requests to resolution.
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• Installation of cabling and cable organization per NTT or client standards, including labeling.
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• Troubleshooting and diagnostics of enterprise level hardware.
• Perform replacement of DIMMs, hard drives, power supplies and other components within server, storage, and network devices.
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• Ability to understand execute instructions provided by clients and internal groups.
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• Perform commissioning and decommissioning of hardware.
• Installation of cross connects and ability to work with Telco carriers to troubleshoot circuits.
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• Ability to install and troubleshoot CAT 5E, CAT6, single mode and multi-mode patch cables.
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• Installation of data center infrastructure materials including racks and cabinets w/ grounding, cable tray and ladder, cable management, copper and fiber networking cable, copper and fiber patch panels and any other materials necessary for data center operations.
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• Perform installation and maintenance on Power Distribution Units within client enclosures.
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• Work in a standard ticketing system, providing clear, timely, and appropriate customer communications.
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• Regularly communicate with employees, contractors, and clients via phone, email, or ticketing system. Periodically join call bridges to
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CoreSite Data Center - Telecommunications Technician III Santa Clara, CA • 03/2017 - 09/2024
AOL Data Center - Security Specialist & Customer Service Consultant San Jose, CA • 11/2008 - 03/2012
troubleshoot and validate infrastructure related issues.
• Adhere to Change Control Processes and Standards
• Periodically provide corporate desktop support services including laptop imaging, printer support, user account administration and other hardware, software, telecom, and communication services with support from desktop technicians.
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• Acts as communication coordinator and situation manager during any critical incidents call bridge events.
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• Performs other duties as assigned.
• Support 3rd party vendor activities.
Responsible for day-to-day operations of data center including facilities and telecommunication infrastructure
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• Troubleshoot and debug engineering prototypes
Unboxing, installing and configuring hardware components, including expansion JBOD enclosures, servers, switches, intelligent PDUs and hard disk drives
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Experience with PCBs, GPUs, and System deployments with Linux command line operation
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Cross connect installations, cabling infrastructure management, advanced remote hands support, and customer cage and cabinet build outs Responsibilities include customer infrastructure build-outs
(cage builds, overhead installations, rack and stack), cable termination and testing
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Managed approximately 30 incoming calls, emails and faxes per day from customers.
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Exceptional communication skills, superior customer service skills and Consummate Professional
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• Datacenter network implementations
• Data Center Migration
• Installed and configured new devices and system components. Efficiently troubleshot fiber-optic connections resulting in quicker restoration of services following outages.
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Installed and repaired network cabling, hardware and software to maximize operational efficiency.
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Monitored and performed maintenance on telecommunications systems to facilitate optimal performance.
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Collaborated with other technicians to troubleshoot and resolve technical issues.
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Reduced downtime with regular maintenance of telecommunications equipment and infrastructure.
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Managed and prioritized customer service requests to achieve prompt resolution.
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• Responded to service requests during and after business hours. Enhanced customer satisfaction by providing timely technical support for telecommunications services.
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Improved network performance by diagnosing and resolving complex telecommunications issues.
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Conducted regular inspections of telecommunications systems to identify and repair any potential issues.
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Extensive experience securing a facility using an access control system
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Successfully created and managed more than 100 access badges of varying types
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Professionally represented AOL while interacting with customers & affiliates, ensuring a seamless transition and quickly connecting customers with person(s) of interest while maintaining high security standards
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• Responsible for timely / accurate telephone management
• Monitoring, install CCTV cameras and create access control English
Native or Bilingual
LANGUAGES
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