Service Support Engineer Resume

Career Summary

Over 10 years of professional experience. Background ranges from network support, and helpdesk support in environments ranging from professional to large scale complex enterprise environments. Excellent ability to communicate technical language to non - technical associates and end-users, and expertise in being a liaison for clients/vendors, administration/engineers and management.

Selected Accomplishments

Migrated Windows with no down-time to 146 employees.
Contributed to various sized projects from installing single computers and applications, to installing, configuring, and maintaining 1500+ computers in a WAN environment.
Supported 350+ devices with 2100 desktops/laptop workstations, and over 400 printers.

Technical Skills Summary

OS & Enterprise Apps: Windows Server, Linux Red Hat Server, Cisco IOS, Customer Relationship Management (CRM), Enterprise Resource Planning (ERP)

Network Technologies: Cisco routers, switches, Ethernet, Fast Ethernet, Wireshark, Solarwinds, WAN, LAN, TCP/IP, CDP, RIP, RIPv2, OSPF, EIGRP, BGP, VTP, VLAN, VPN, HSRP, STP, SVI, CEF, Frame-relay, PPP, Access Control List (ACL), Network Address Translation (NAT), Port Address Translation (PAT)

TDM / Transport: 5EES, DMS 500, Lucent Switches, Cisco Unity, Avaya PBX.

Script: C++

Summary of Professional Experience

Confidential Service Support Engineer

Serve as the main point of contact for all customer repair issues, including MPLS, Point-to-Point, VOIP,
Internet T1, Integrated T1, Voice only PRI, SIP, Ethernet over Copper, Ethernet over T1, DSL, POTS lines.
Test circuits, conduct layer 1-4 troubleshooting, and manage an average of twenty tickets at a time using Remedy ticketing system.
Manage configurations and functionality of Cisco, Juniper, and Adtran routers, based on the needs or issue reported by the customer.
Configure multiple routing protocols such as BGP according to requests from customers and addition of sites.
Configure and manage QoS for customers, based on data traffic, bandwidth, and voice needs of the customer.
Confirm PRI status in multiple switches, as well as create call forwards for customers and run call traps to isolate voice issues.
Run debug commands to confirm call functionality, SIP call flow, and to help customer isolate trouble to the WAN, or to their own PBX or network.
Monitor service over long periods of time, using continuous ping, traceroutes, and testing tools like Wireshark to islolate packet related issues.
Monitor email control panel, and make updates for customers such as email address changes, reverse DNS, MX records, and email permissions.

Confidential Tier II Network Technical Support

Served as the Tier II network and VOIP support in assisting all remote sales staff and field technicians with wireless RF network connectivity issues, and laptop applications.
Was one of a team of three that conducted all technical training for the 430+ employees that worked onsite or remotely for the Newport Beach office. This included Webex training seminars, and the writing of technical training documents.
Served as the point of contact for Newport Beach location voice issues, including continuous additions and configurations of phone users to Cisco VG 350 voice gateway.
Administer of Sharepoint for multiple departments, and maintained access of documents available to each department, as well as web portals and the usernames and passwords for all Sharepoint users.
Secured new tower locations for the build out of the company’s expanding 4G network using RF technology, and GPS mapping applications.

Confidential Technical Support Associate

Provided network, desktop, and voice support to 65 employees
Served as the main point of contact for CLEC issues, such as down circuits, fiber cuts, etc.
Support as necessary on a 24/7 basis to limit system downtime during internal or external outages
Identify, isolate and repair computer equipment showing wear and tear as well as during preventative maintenance routines
Led technical training including presentations to staff, webinars, and the creation of training manuals
Responsible for upgrading and installing RAM, hard drives, boards and modems for laptops and PCs
Assisted in the administration of software and telephone switch equipment

Confidential. Network Support Rep

Orchestrated installation, configuration, administration, and troubleshooting of all desktops, laptops, printers, hardware including server, switches and software equipment
Effectively installed and configured Cisco equipment. Made Cat5 Patch cables; terminated Cat 5 cables (RJ45 Panduit & Siemens connectors)
Coordinated automation and security of network including the creation ACL’s and NAT.
Conducted all IT training via live presentations, webinars and the creation and updating of written documentation and training manuals

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