Customer Service Engineer

RICHARD HELMS

*** ****** **** ***** ****, NC ****1 ***********@*****.*** 919-***-****

NETWORK ENGINEER PROFESSIONAL

“Specialist in Network Optimization & Problem Solving with a Reputation for Superior Performance Levels”

Highly qualified Network Engineering Specialist with extensive hands-on experience and expertise in all phases of Enterprise Wide Area Networking including network optimization, infrastructure management, troubleshooting, performance enhancement, and telephony seeks challenging position within a progressive firm that welcomes innovative leadership, initiative and resourcefulness.

AREAS OF EXPERTISE

Enterprise Wide Area Networks

Local Area Networks

Network Optimization

Frame Relay PVCs

Hardware Installation And Support Cisco Platforms

Network Management

Troubleshooting & Problem Solving

Client Relationship Management Networking Trends

Management Consulting

Strategic Planning

Performance Management Tools

Team Leadership

PROFESSIONAL PROFILE

Technical Methodologies:

Creates solutions and provides critical recommendations to optimizing network infrastructures

Prepares monthly service reports, influencing long-term strategic network upgrade planning

Hands-on customer service, ensuring superior customer satisfaction and Quality of Service (QOS) levels

Maintains current knowledge base of technological advances to offer highest standards of network solutions

Effectively manages WAN capacity planning and reporting methodologies to diagnose potential network issues

Skilled in proactively monitoring private and public network services, utilizing / applying latest advancements

Professional Acumen:

Balances network management with leadership via conceptual thinking and strategic planning.

Possesses highly developed and effective interpersonal abilities and communication skills including exceptional documentation management skills; and uses tact and diplomacy in communications within all levels of organization

Utilizes solid and organized project management and prioritization abilities, and performs well under pressure

Results driven, focused, detail oriented and determined performer with exemplary work ethic offers the highest levels of initiative, resourcefulness and diligence in working to achieve goals and objectives

Highly developed analytical, innovative and proactive approaches to complex problem identification and solving

An aggressive self-starter who thrives in autonomous operations as well as in leadership of team dynamics, with excellent team building, training/development, supervisory and collaborative abilities

Highly adaptable, quickly adjusts to changes in schedule, team structure, project parameters and objectives

ACHIEVEMENTS

Saved customer several hundred thousand dollars on an annual basis by applying exceptional diagnostic skills and identifying/deleting unused and unnecessary network resources.

Reduced customer’s total utilization by 8% by applying skilled troubleshooting and diagnostic techniques, resulting in significant efficacy improvements in network functionality

Provided critical assistance in the establishment of client on-site Network Operations Center, quickly and efficiently facilitating troubleshooting and resolution services.

CAREER PATH

CONSULTANT, Johnson Computer Consulting, Raleigh, NC 2002-Present

Major Functions: Provide LAN/WAN and server setup. Develop and provide training for proprietary software and databases for small business needs. Provide training in a variety of off the shelf software to local businesses.

LIFE CYCLE PERFORMANCE MANAGEMENT CONSULTANT, MCI Communications, Inc. – Cary, NC 2000-2003

Major Functions: Accountable for: identifying, troubleshooting, optimizing, and resolving Cisco router/switch, Frame relay, layer 1 circuit testing, and ATM network issues Was able to help several clients save hundreds of thousands of dollars in their network costs. Provided hands-on customer support, ensuring QOS expectations were achieved. Produced monthly performance reports on circuit utilization, Frame Relay/ATM statistics, and router data. Assisted customers with planning to meet future needs.

PERFORMANCE MANAGEMENT CONSULTANT, International Network Services – Bloomington, IL 1997-2000

Major Functions: Managed all aspects of daily: layer 1 circuit testing, Frame Relay, ATM, and Cisco (large node Enterprise router) network operations, ensuring optimal network efficiency by identifying and diagnosing a wide array of performance issues. Provided critical assistance in the establishment of client Network Operations Centers, responsible for troubleshooting and resolving numerous network problems. In addition, served as a Level 2 Support Engineer and Team Lead, charged with developing a specialized troubleshooting method and process to reduce Mean Time Resolution (MTTR) of service outages.

CUSTOMER SERVICE ENGINEER, Siemens Business Communications – Tustin, CA 1996-1997

Major Functions: Performed a wide array of software and equipment upgrades, including: telephony equipment, and accountable for providing customer support and guidance in accordance with current technology.

LAN ADMINISTRATOR, United States Air Force – Tacoma, WA 1987-1994

Major Functions: Provided network administration for a sizeable LAN system with 85 personal computers and over 12 networked printers used for mission critical data tracking and transmissions. In addition, taught LAN classes.

TECHNICAL PROFICIENCY

Windows: 95/98/2000/XP

UNIX

Cisco Platforms: 2500, 2600, 4000, 6509, 7200 and 7500 Series

Concord eHealth

CiscoWorks

Network General Sniffer

T1, T3

CiscoView

Microsoft Office

Visio

Frame Relay/ATM

HP Openview

TCP/IP

Telephony

Remedy ARS

DSL

EDUCATION & CERTIFICATIONS

Academic: Certifications:

BS – TELECOMMUNICATIONS MANAGEMENT Certified, CCNA

DeVry Institute of Technology – Pomona, CA Certified, CompTIA Security+

Summa cum Laude--GPA: 4.0--Dean’s List – all 6 semesters

EXCEPTIONAL REFERENCES AVAILABLE UPON REQUEST

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