Senior Systems & Network Support Engineer
Resume:
RICHARD CHAVES
SYSTEMS SUPPORT ENGINEER
PROFESSIONAL OVERVIEW
Experienced Systems Support Engineer with 20+ years in enterprise networking, telephony, and systems support. Skilled in troubleshooting complex network and voice services, virtualization, and Microsoft administration. Recognized for resolving high-impact issues efficiently and driving customer satisfaction.
********@*****.***
Simi Valley, CA, USA
WORK EXPERIENCE
Strategic Service Assurance Engineer 2
Comcast Business June 2025- Present
Provide advanced enterprise support for Strategic (NED) customers, resolving complex network and service issues.
Manage escalations from internal and external partners, ensuring timely resolution and customer satisfaction.
Coordinate with off-net vendors to drive resolution of third-party network incidents.
Engage customers and partners in technical discussions to clarify issues and communicate resolutions clearly.
Enterprise Technical Support Engineer 1
Comcast Business December 2023 – June 2025
Troubleshoot and isolate Layer 1–3 network problems (fiber, Ethernet, TCP/IP, DNS, VPN, routing, firewalls).
Support and troubleshoot telephony platforms, including Business VoiceEdge (BVE), PRI/SIP Trunking, and related voice services.
Deliver customer education and support across multiple platforms, ensuring a positive experience.
Tier 2 Technical Support Representative
Comcast Business March 2023 – December 2023
Provide Tier II technical support for small- and mid-size business clients across internet and voice services.
Diagnose and resolve network, connectivity, and hardware issues, coordinate escalations with engineering teams.
Utilize internal ticketing and monitoring tools to track service restoration and document resolution steps.
Helpdesk Supervisor
Wilshire Associates March 2009 – September 2022
Delivered hands-on desktop and network support for 200+ corporate users and 8 satellite offices (Domestic & International).
Supported / Administered Windows and macOS environments including Active Directory, Exchange, O365, SharePoint, Adobe Creative Cloud, and DocuSign.
Administered LAN/WAN, VPN connections (Cisco, Ubiquiti, Azure) and maintained Veeam backup operations.
CORE COMPETENCIES & SKILLS
Technical Troubleshooting & Escalation
SIP trunking, PRI, BVE
Metro-E / Ethernet Services: EDI, EVPL, EPL configuration and support
Network Protocols
Layer 1–3 Technologies
Active Directory & O365 Administration
Network Support (LAN/WAN/VPN)
PC/Laptop Imaging & Deployment
Microsoft Endpoint Security
VMware
Veeam Backup & Replication
VoIP Administration
Ticketing Systems (ServiceNow, JIRA, Remedy)
User Training & Support
SharePoint & Power Automate
Hardware & Software Installation
Knowledge Base Documentation
Audio/Visual & Conference Systems
Communication
Teamwork
Critical thinking
Time management
Leadership
Adaptability
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