Results-driven and client-focused storage networks and systems administrator with high
proficiency in information systems security and assurance, performance audits, corrective
maintenance and implementations delivery.
Qualifications
Skills Experience Total Years Last Used
Ethernet Networking, Setup and Experience 5 August 2015
Maintenance
Firewalls Configuration and Proficient 5 Sept 2015
Wireless and Ethernet Networking, Setup and Maintenance
Expert
8
Feb, 2016
Firewalls Configuration and Antivirus Solutions
Proficient
5
Feb, 2016
HTTP/Apache, DNS/BIND, SSH, SNMP, DNS, DHCP, FTP,
Expert
7
Feb, 2016
Using ECAT in investigating and preventing malware attacks
Basic
1
Feb, 2016
Accomplishments
Successfully won several Customer Satisfaction awards for my role in communicating effectively with customers about their cases, giving them updates and comprehensively attending to such issues
Continuously upgraded my knowledge by starting and completing at least two to three relevant classes that are job focused.
Collaborated with customers and remote product specialists in resolving complex technical issues to the satisfaction of the customers.
Successfully maintained Operational Management Identified, recommended and prioritized new storage resolution strategies and applications in conjunction with product specialist and department managers.
Developed and utilized a customer focused strategy of easy steps to install, test, troubleshoot and document storage array issues and best resolutions procedures.
Work Experience
10/2011 to Current
Customer Service EngineerHyperoptic – Field, KY,
Investigating and preventing Basic 2 August 2015 malware attacks in th Accomplishments Entrusted with roles such as coaching of trainees and being one of the initial point of service call escalation in less than 2 years of employment due to my technical acuity, creative approach and excellent customer service skills.
Consecutively maintained a yearly service call repeat rate of 8% or less against the 10% national standard.
Generated a higher level of customer satisfaction by fixing 92% of intermittent issues on escalation calls.
Awarded one of the best customer support engineers on multiple occasions for outstanding overall customer support performance.
Managed a team of technicians to accomplish series of complex network installations using innovative techniques, creative strategies, and leadership skills to reduce downtime and achieve excellent results before deadline.
Supported client calls using proven preventive and corrective maintenance procedures.
Delegated as a team lead in some project life-cycle ranging from site surveying, planning and designing, installation through completion and technical support.
Field services installation, preventive and corrective maintenance of EMC equipment at a wide variety of enterprise customer locations and environments.
EMC Storage and virtualized products parts replacement and maintenance.
Log files gathering for Product Services Engineer's analysis and further directives or fresh action plans.
Software/firmware code upgrades on EMC products.
Data storage devices maintenance and technical support delivery.
Collaboration with customers' onsite administrators in resolving SAN and networking issues.
05/2011 to 05/2011
VoIP ContractorPae Government Services Inc – Joint Base Lewis Mcchord, WA,
Troubleshooted and resolved Voice over IP Issues escalated from customer support and other.
departments with a 100% success rate.
Worked with clients to analyze phone and network configuration needs and installed.
appropriate solutions within each organization's guideline.
04/2011 to 09/2011
SAP BI/FICO TraineeSnap-On Tools – Oklahoma City, OK,
Participated in requirements gathering of client's business necessities using QNADB, participated in system design, configuring and testing existing system and providing post implementation support for enhancements to the current system.
Strategically involved in the blueprint design process utilizing as-is-to-be.
Configured End to End AP module including the Vendor Groups / Number Ranges, Automatic Payment Program, Configured Special Ledger Withholding Taxes, Check Settings Configured AP integrations to MM for various material movements Automatic Account Assignments).
Created & Maintained Customer Master data along with, Customer Groups, Payment Terms, Reporting e.g AR Aging.
Involved in the design and implementation of two Project Life-Cycles (PLC).
Assisted new students in their Lab assignments after undergoing training in less than 3 months.
Interacted with client business users for requirement gathering and analysis of existing business processes and prepared business Blueprint document and functional design document.
Integrated processes of FI/CO with SD, MM, BI 7.0 based on functional requirements, automatic account assignment, maintaining the revenue account determinations & revenue recognition which is useful in integrating AR-SD.
Created House Banks, Assigning Bank Accounts to House Banks and also customized check lots.
05/2008 to 08/2010
Communication Technician IIIComcast Corp – City, STATE,
Entrusted with the most complex customer service issues as a result of exceptional ability to promptly resolve concerns and satisfy customers.
Owing to my outstanding work ethics and low repeat rates above the expected average, I was usually delegated to train trainees with on-the-job skills on-site.
Continuously monitored and maintained physical and logical security procedures and access to our cable systems utilizing existing cable services security policies and procedures.
Creatively fine tuned and directed customers on the requirements for an effective home networking using both wired and wireless security technologies considering their broadband limitations e.g.
packet filtering option and firewalls to enhance network security.
Entrusted with peculiar roles such as attending to customers with history of series of intermittent issues and are at the point of switching cable providers.
Effectively dedicated my time to ensure that customers realized and optimally utilized some new features or enhancements in their cable devices e.g.
DOCSIS 3.0 modems, switches and load balancers in their networks in other to eliminate or reduce repeat trouble calls.
Ensured that the CPE equipments e.g.
Cable Modem and EMTA (Embedded Multimedia Terminal Adapter) for VOIP telephony are actively receiving and transmitting data packets to and from the CMTS (Cable Modem Termination Service) via DHCP configuration to the servers at the Headend or hub.
Collaborated with several telecommuters' and network administrators to establish a seamlessly connectivity to their VPN network.
Daily synchronized derived field data obtained through Home Certification tests via my JDSU signal meter at clients' sites with the Comcast headend servers at the hub.
Acquired extensive working knowledge of the working principles of the HFC & RF cable structure via continuous field application on day to day basis.
04/2008 to 06/2008
Field Support SpecialistDish Network – City, STATE,
Increased work flow efficiency by effectively handling several installs and service calls while working simultaneously with my assigned field trainer at various sites.
Effectively improvised creative means of tracking satellite signals and coupling dish components using the provided equipments.
Ensured new customers really understood the working process of the satellite TV technology thereby enhancing their TV viewing experience.
Encouraged customers to utilized first-line support in other to reduce downtime and eliminate delays in trouble ticket generation by granting them assess to my work phone number.
Education and Training
Expected in 2014
Master of Science: Information Security & Assurance Western Governors University - , GPA: GPA: 3.58
Expected in 2009
Bachelor of Science: Information Systems Security Westwood College - , GPA: Information Systems Security GPA: 3.58
Expected in
Master's Degree (M.Sc.) Successfully: - , GPA:
Expected in
Bachelor's Degree: - , GPA:
Expected in
B.Sc: - , GPA:
Expected in
Certified Ethical Hacker (CEH) National Security Systems (CNSS) for Certified Computer Hacking Forensic INFOSEC Professional, NSTISSI No. 4011 Investigator and 4012 Certified ISO-27000 Specialist (G2700) Cisco Certified Network Associate CCNA) A+ Certified Systems Technician : - , GPA:
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School Attended
Western Governors University
Westwood College
Job Titles Held:
Customer Service Engineer
VoIP Contractor
SAP BI/FICO Trainee
Communication Technician III
Field Support Specialist
Degrees
Master of Science
Bachelor of Science
Master's Degree (M.Sc.) Successfully
Bachelor's Degree
B.Sc
Certified Ethical Hacker (CEH) National Security Systems (CNSS) for Certified Computer Hacking Forensic INFOSEC Professional, NSTISSI No. 4011 Investigator and 4012 Certified ISO-27000 Specialist (G2700) Cisco Certified Network Associate CCNA) A+ Certified Systems Technician
