Customer Service Engineer

Andrew McDonald

**** ****** ***** ***. **** • Irving, TX 75038 • 214-***-**** • *******@*****.***

Overview

Experienced CCNA network engineer specialized in supporting LAN/WAN technologies

and ensuring successful implementation of features.

Education

North Lake College - Network Administration and Support Associate’s Degree, Aug 2010

Skills

Computer and Network Specialist

• CCNA , 1/3 of CCNP, and A+- Configure Cisco routers, switches, and other network devices with technologies such as OSPF, EIGRP, WAN Technologies, STP, VLANs, and Etherchannel.

• Consult in the planning, design, and implementation of network equipment, and aiding in the close of sales and building stronger relationships with customers.

• Monitoring WAN connections for corrected blocks, active line noise, insertion loss, and other errors preventing degraded service level.

• Verifying service provisioning and correcting issues in order to meet customers service level agreements.

• Deploy and maintain networks for a client base of 100,000+ clients.

• Perform installation, setup, maintenance, and troubleshooting of Microsoft Operating Systems. Experience with Microsoft Office, Internet Explorer, Active Directory, and Remote Access.

Customer Service and Satisfaction

• Close 85% of cases on 1st contact with high levels of customer satisfaction resulting in renewal of subscriptions and new customers.

• Effective oral and written communication skills developed through detailed case notes specifying the troubleshooting tactics and resolution for each issue; allowing for easy access to customer history and a detailed answer base for future reference.

• Prioritize cases based on level of importance, incoming calls, and emails leading to short wait times and quick resolutions.

Experience

AT&T Uverse Support Center - Richardson, TX – Jul 2009 – Current

• Level Two Technician - Conduct analysis and troubleshooting for connections to the AT&T network. Diagnose services, links, and devices including; ensuring quality WAN connectivity, service provisioning, network issues, and order management.

Untangle Inc - San Mateo, CA - Aug 2007-Feb 2009

• Technical Support Engineer - Answer and resolve issues regarding networks with Untangle gateways. Including pre-sales questions, demonstrations, post-sales installation, and troubleshooting. Excelled in customer service and resolution.

Volunteer - Johannesburg, RSA - May 2005-May 2007

• Oversaw church involvement as a local leader in the community. Performed service activities, organized weekly sports, planned and conducted motivational meetings for members. Trained multiple new missionaries on techniques and best practices. Managed another team of volunteers in the community.

Cisco Partner Reseller Help Line - Murray, UT - July 2003 -April 2005

• Pre-Sales Consultant and Engineer - Consult in design, feature verification, and placement for all Cisco products.

• PDI Help Desk - Cisco VoIP team for certified partners. Resolve issues with design and installation that arise in placing Cisco VoIP technologies on a customer site.

• Assistant Trainer - Trained new hires to the Cisco team on the basics to Cisco technologies such as routing, switching, security, voice, and wireless.

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