Customer Service Engineer

Stephen Hix

*** ********** *****, ******* ** ****7

******@*****.*** (c) 919-***-****

Objective

To obtain a position maximizing diverse professional experience and multi layered management skills, project management, technical expertise, customer service, satisfaction and successful track record in a technical, energetic environment.

Summary of Qualifications

A results-driven Managing Professional with demonstrated success in leadership, technology, Project Management and customer service/satisfaction in a fast paced technical environment. Over 20 years of experience in the technology industry with a progression of skills from providing front line testing and data network engineering, to private IP network support and a strong understanding of Service Level Agreements and adherence. Proven ability to lead and motivate high performing engineering and Project Management teams.

Professional Certification / Skills

Cisco Certified Network Associate (CCNA)

Cisco Certified Network Associate (CCNA-Security)

Cisco Certified Network Associates (CCDA)

Information Technology Infrastructure Library (ITILv2)

PMI Project Management course (written)

Experienced in WAN/LAN troubleshooting, CISCO Routers, MPLS, VPN.

Routing protocols: BGP, RIP, EIGRP and OSPF.

Layer 1and 2 circuits, including T1/T3, niu, csu/dsu, local exchange carrier, service provider

Professional Experience

Lead Network Engineer III, Verizon Business, 2001 - April 2012

*Responsible for monitoring data networks for high profile managed customers including: NASDAQ Stock Exchange, Washington Mutual Bank, J.P.Morgan Chase Bank,Wells Fargo Bank and Target.

*Supervised shift of seven Network Engineers responsible for maintaining a managed data network, turning up new circuits and planning for future growth.

*Manage customer expectations regarding the current status or resolution of the reported trouble.

*Respond and resolve outages, and work closely with Network Operations Centers and telecommunications providers to identify and diagnose network and circuit problems.

*Developed training plans and procedures for engineers and support staff.

*Provide daily reports to senior management.

*Liaison between field services and upper management during network outages.

*Coordinated and scheduled all departments PTO to ensure appropriate staffing at all times, and scheduled on-call hours for handling escalations from the Network Operations Center.

*Delegated ownership of chronic data issues, reviewing work, and tracking progress.

*Acting "Incident Manager" responsible for resolving issues that affect any customers' data functionality in the absence of shift manager.

Engineer II, MCI, 1999 - 2001

*Advanced testing and troubleshooting of circuits with a focus on frame relay physica,Tl and logical issues.

*Analyzed and corrected Chronic 2nd Level Network Troubles and performance issues

*Turned up new customer point-to-point or frame-relay as required

Engineer I Data Test Center, WorldCom, 1998 - 1999

*Remotely test and troubleshoot T1, contiguous, DS0 point to point,DS0 multi point, analog point to point, analog multi point, and frame relay products while opening and escalating High Priority trouble tickets to resolve issues.

*Troubleshoot, DS3, DS1, and ISDN connectivity issues and interface with Telco's for circuit testing and turn up.

Network Surveillance Engineer, MCI, 1996 - 1998

*Proactively monitor voice and data T1 circuits for alarms and degradation.

*Escalate issues within customer mandated guidelines & provide report to Incident Manager

*Established guidelines and standards for Change Procedures

United States Air Force, 1988 - 1996

Senior Radio Technician/Team Lead, White House Communications Agency, 1991 - 1996

*Worldwide deployment in advance support of the President of the United States, Vice President, Secret Service and White House Staff on trips to establish mobile, secure communication networks in a high profile, minimal time frame circumstances.

*Managed a technical team of 3 to 5 people and several millions of dollars’ worth of equipment while traveling.

*Technical consultant on Air Force Two policies and procedures.

Radio Technician / Technical Lead 727th Tactical Control Test Squadron - 1988 to 1991

*Technical Lead for the implementation of the Global Positioning Satellite into the Air Force.

*Responsible for the research and development of new equipment being implemented into the USAF.

*Trained entry level technicians with policy, procedure and technical guidelines for R & D.

Education

MBA Masters in Business Administration, University of Phoenix, Raleigh, NC, May 2008

BS Information Technology, University of Phoenix, Raleigh, NC, March 2005

AS Information Systems Technology, CCAF, Ft. Walton Beach, FL June 1991

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