Manager Customer Service

CHUKWUEMEKA DIKE

**** *** ****** ***, ******** Md 21075

Phone: 443-***-**** Mobile: 443-***-**** Email:zzztle@r.postjobfree.com

Results oriented and analytical professional, equipped with expertise in unified communications and implementation of best practice methodologies. Well-organized professional with experience in problem resolution combined with proven ability to perform challenging tasks with attention to detail. Demonstrated success troubleshooting voice and data networks, increasing efficiency, and optimizing the access and utilization of unified communications. US Citizen.

AREAS OF EXPERTISE

• Customer Service & Retention • User / Technical Support

• Problem Resolution • Network Management

CERTIFICATIONS

Cisco Certified Network Associate (CCNA) Nov 2011

Cisco Certified Network Associate (Voice) Mar 2012

Security + Feb 2012

Cisco Certified Network Professional (CCNP) In Progress

Cisco Certified Network Professional (Voice) In Progress

EDUCATION

CCNA Voice, Howard Community College, Columbia Maryland (2012)

Maintaining and Troubleshooting IP Networks, Howard Community College (2012)

Cisco IT Essentials and Computer Networking, Jmat Systems, Greenbelt MD (2009)

Bachelors in Computer Science, Yaba college of Technology (1999)

PROTOCOLS/SOFTWARE

• H.323

• DHCP

• Quality of Service (QoS)

• EIGRP

• RTP

• Network Time Protocol (NTP)

• VM Ware

• Windows 7

• Calling Search Spaces (CSS) and Partitions

• Frame Relay

• Ospf • Media Gateway Control Protocol (MGCP)

• Cisco Unified Communications Manager (CUCM) v8.02

• Skinny Client Control Protocol (SCCP)

• Digital Signal Processors (DSPs)

• Route Groups / Lists

• Cisco Unified Presence (CUPS)

• Cisco Unified Presence Clients (CUPC) • Session Initiation Protocol (SIP)

• Cisco Unity Connection v7

• Cisco Unity Express (CUE)

• VLANs – Voice and Data

• Dial-plans

• SIP/H.323 Trunking

• VoIP Gateways

• TCP/IP

• Tail End Hop-Off (TEHO)

• Wire shark

• AES

• IPsec

HARDWARE

• Cisco 2811 routers

• Cisco 1841 routers

• FXS ports • Cisco 3560 switches

• Cisco 2960 switches

• T1 modules • Cisco 7960, 7962, 7940, 7941 phones

• Cisco soft-phones

PROFESSIONAL EXPERIENCE

HOWARD COMMUNITY COLLEGE Jan 2012 - Present

Received training and passed the certification exam for Cisco Certified Network Associate (CCNA) and (CCNA Voice). I have received training and demonstrated expertise in administering a voice network including the specialized job roles as voice technologies administrator, voice engineer and voice manager. I have knowledge and troubleshooting skills in VoIP technologies such as IP PBX, IP telephony and voicemail solutions.

• Configured search spaces and partitions

• Configured locations and regions

• Configured Call Manager Express v7

• Configured Call Manager v8.6

• Configured Unity Express

• Configured Voicemail integration between call manager and unity connection

• Troubleshot phone registrations, as well as determined the correct course of action to prevent such events from reoccurring

• Managed and proposed solutions to various configuration errors, spontaneous issues that arise, and/or known defects

• Proactively performed IOS upgrades on Cisco routers and switches

• Configured Cisco Voice over IP products, including Cisco Unified Communications Manager, Presence and Unity Connection

• Diagnosed and troubleshot errors in the configuration for VoIP and Unified Communications labs

Have more than 10 years of Sales and Customer Support experience and expertise in dealing with the public and Customers.

OTHER EXPERIENCE

Sales Associate, Nordstrom. Columbia,MD 2010 - 2011

Assistant Manager, SunTrust Bank. Owings Mills,MD 2010

Sales Associate, Lord and Taylor. Columbia,MD 2009 - 2010

Assistant Manager, Bank of America. Ellicott City ,MD 2004 - 2009

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