Remote Data Entry Specialist

Michael Buchanan Customer Service Engineer

Broken Arrow, OK 74014 918-***-**** ********@*****.***

IT professional with 10+ years of experience in server monitoring and support, troubleshooting hardware/software while providing world-class client experiences. Communicate effectively with non-technical audiences, onboarding,empowering customers with firsthand technical advice and self-help resources. Proven ability to promote team-wide performance through effective knowledge transfer sessions. I specialize in networking and telecom support, with an excellent history of managing high-volume caseloads.

Cisco Tulsa, OK 07/2017 – 0712025

Customer Service Engineer

Took on expanded caseload as part of incorporation with Cisco’s workforce, upscaling to manage 100+ orders per day. Played a role of team support specialist.

Exceeded 15% welcome call completion rate for onboarding customers set by contract with Verizon. Worked frequently with Verizon to secure approval for changes to GUI and customer communication, playing major role in writing/design of training materials still in use today. The team maintains 35% completion rate.

Broadsoft (acquired by Cisco) Tulsa, OK 02/2017 – 07/2017

Implementation Specialist

Onboarded customers, helping them with initial configurations for their VoIP phone systems. Provided ongoing technical support with heavy focus on customer service, quick turnaround, and first-call resolutions. Established standards, processes, and best practices as department continued to develop.

SageNet Tulsa, OK 02/2016 – 05/2016

Network Operations Center (NOC) Analyst

Provided proactive monitoring of client’s local area network (LAN), managing circuits and overall network performance. Handled client calls and liaised with ISPs, keeping clients aware of ongoing status updates and following up until issues were resolved. Accessed client servers to verify IP addresses/subnets and check pings for connectivity and packet loss.

Previous role as Technical Service Advisor for DBA Computer House Calls

IT Toolbox

SolarWinds Microsoft Office Remedy Telephony Switches (Cisco, Fortinet, Linksys) Windows OS

Wireless Access Points (Cisco, D-Link, Netgear, Aruba) Cisco Webex

Telephony SaaS IaaS & PaaS Port Assignment Internet Protocols (TCP/IP, DNS) LAN/WAN Troubleshooting Ticket Support Remote Access

Wireless Access Point Installation Phone Installation Customer Service Voice over Internet Protocol (VoIP) Onboarding

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