GORDON WALSH

859 Lillian Ramp,  Chicago, IL

+1 (555) 197 2984

WORK EXPERIENCE

SENIOR TELECOM ENGINEER

11/2017 - PRESENT
Chicago, IL

 Manages the remote installation, maintenance, and monitoring of the organization’s

telecom infrastructure
 Performs daily MAC’s (moves/adds/changes) and designs, installs, and implements
new telecommunications systems/networks and solutions with direction from senior
level staff. Assists with provisioning and troubleshooting of cellular phones and cards
 Does problem identification, isolation, resolution of first and second level voice
problems
 Assists with escalating and handing off problems when necessary and assists in
providing proper documentation and communication at handoff points
 Assists with coordinating technical staff support (internal and external) for escalated
problems. Works to resolve all issues in a timely manner
 Assists with logging, documenting, and communicating problems and resolutions.
Assists with creating and implementing problem incident response procedures
 Assists with proactively identifying problem areas with trending activities and
reports
 Works with vendors as necessary to identify and resolve issues

TELECOM ENGINEER
08/2013 - 06/2017
Los Angeles, CA

 Provide Cisco TAC VoIP support

 Receiving and resolving complex issues to meet customer needs
 Using debugging tools to analyze problems and identify solutions
 Troubleshooting issues with customer on support calls
 Provide excellent customer service to all of our internal support customers
 Configuration of IP phones for call center agents/business users
 Configuration of CUPC accounts

JUNIOR TELECOM ENGINEER

06/2007 - 06/2013
New York, NY

 Possess an acceptable driving record and valid driver’s license in state of residence
 Participate in IT Operations on call as needed to supplement 24x7 support
  Take ownership of all assigned tickets and drive to resolution; researching and
escalating to a vendor as necessary
 Working through tickets with a sense of urgency to ensure issues are resolved in a
timely manner
 Keep up to date with new technologies in order to provide support as new products
are released
 Adhere to change management policy for the organization
 Perform Adds/Changes/Deactivations of individuals, agents, skill groups and teams
 Reset of passwords on the covered applications
 Add new Agent Desktop Settings

EDUCATION

UNIVERSITY OF TENNESSEE
2003 - 2007
Engineer's Degree in Telecommunications

PROFESSIONAL SKILLS

 Excellent project management and organizational skills. Demonstrated ability to re-

prioritize and multi-task effectively in a fast paced environment required
 Proven outstanding customer service skills required
 Proven ability to solve problems and apply critical thinking skills, interpret inputs
and make sound decisions
 Excellent Communication skills both verbal and written utilized to communicate
with associates and customers
 Strong Customer Service Attitude, Good Communication and Team Work Skills
 Excellent written and verbal communication skills, with the ability to communicate
successfully across the organization at all levels
 Excellent consultative, verbal/ written communication skills, analytical ability