Technical Support Engineer

• Jun 2015 - Present

Working with customers/employees to identify computer problems and advising on the solution• Logging and keeping records of customer/employee queries• Analysing call logs so you can spot common trends and underlying problems• Updating self-help documents so customers/employees can try to fix problems themselves• Working with field engineers to visit customers/employees if the problem is more serious• Testing and fixing faulty equipment Working with customers/employees to identify computer problems and advising on the solution• Logging and keeping records of customer/employee queries• Analysing call logs so you can spot common trends and underlying problems• Updating self-help documents so customers/employees can try to fix problems themselves• Working with field engineers to visit customers/employees if the problem is more serious• Testing and fixing faulty equipment

Field Service Technician

• Jan 2015 - Present

Network Support Engineer

• Jan 2000 - Apr 2015

• Prepared allocation cost reports and budget estimates for installation and maintenance.• Installed new systems and confirmed that everything was fully operational• Offered detailed instruction on how to use newly installed equipment.• Performed troubleshoot to determine problems with equipment.• Prepared call detail reports and system analysis reports• Collated and examined all Call Detail reports• Provided technical assistance in person, over the phone• Coordinated with clients to confirm project details• Carried out projects per work order description• Inspected and performed troubleshooting strategies for phone equipment failures• Managed and helped update individual user voice mailboxes Maintained existing network infrastructure• Prepared and submitted cost allocation reports.• Provided coordinated support for all phone work orders.• Facilitated telecommunication system integration with other building system production and engineering teams.• Designed and implemented all telecommunications systems for a variety of corporate users• Responded to emergency calls

Field Technician

• Apr 2011 - Mar 2015

Plans network installations by studying customer orders, plans, manuals, and technical specifications; ordering and gathering equipment, supplies, materials, and tools, assessing installation site; preparing an installation diagram.Establishes voice and data networks by running, pulling, terminating, and splicing cables; installing telecommunications equipment, routers, switches, multiplexors, cable trays, and alarm and fire-suppression systems; building ironwork and ladder racks; establishing connections; programming features; establishing connections and integrations; following industry standards; activating remote access tools; coordinating with contractors.Verifies service by testing circuits, equipment, and alarms; identifying, correcting, or escalating problems.Documents network by labeling and routing equipment and cables; recording configuration diagrams and specifications.Maintains network by troubleshooting and repairing outages; testing network back-up procedures; updating documentation.Maintains customer rapport by listening to and resolving concerns; answering questions.Maintains safe work environment by following codes, standards, and legal regulations.Keeps supplies ready by inventorying stock; placing orders; verifying receipt.Updates job knowledge by participating in educational opportunities; reading technical publications.Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Broadband Technician

• 2012 - 2015