Blake Griffith
Bartlett,IL
Summary
Knowledgeable Network Support Engineer bringing over 22 years' experience in helpdesk support, network administration and device support. Competent in using technical skills and root cause analysis techniques to resolve failures and maintain user productivity. Desire for long-term position with room for career advancement.
Overview
22
22
years of professional experience
Work History
AT&T Dedicated Internet (ADI) Support Engineer
AT&T Business Services
Arlington Heights, IL
11.2022 - 09.2023
- Engineering support team that provided 24x7 technical support for AT&T customer's dedicated fiber internet services. Provided technical support on inbound calls and isolation of customer troubles. Support included initial triage of the circuit and carrier coordination if required.
- Entered commands and observed system functioning to verify correct operations and detect errors.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
Change Management - Video Application Engineer
AT&T Business - Customer Service & Ops
Arlington Heights, IL
01.2018 - 09.2023
- Provided technical support to users related to network connectivity issues.
- Performed system upgrades to ensure compatibility with new technologies.
- Diagnosed hardware and software issues affecting system availability.
- Performed disaster recovery tasks and data backups to mitigate damages.
- Maintained positive working relationship with fellow staff and management.
- Configured, maintained, and troubleshot application systems.
- Provided support for existing applications in production environment.
- Updated software upon release of vendor patches to mitigate vulnerabilities.
Telepresence Technical Support Engineer
AT&T Business Customer Care
Arlington Heights, IL
12.2011 - 01.2018
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Collaborated with teams to solve technical customer problems across product suites.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Contributed to knowledge base by creating and maintaining articles and other technical documents.
- Prepared test systems for replication of user issues.
- Collaborated with vendors and developers to resolve complex technical issues and recurrent faults.
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
Team Leader/Video Support Engineer
AT&T Communications
Arlington Heights, IL
05.2001 - 12.2011
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Education
Some College (No Degree) - Broadcast Communication / Video Production
Kellogg Community College
Battle Creek, MISome College (No Degree) - Electrical Engineering
Michigan Technological University
Houghton, MISkills
- Technical Troubleshooting
- Carrier Coordination
- Cisco Routing/Switching
- Juniper Routing/Switching
- Knowledge of SD-WAN
- Proficient in CUCM, CMS, TMS, WebEx
- Virtualization Technologies
- Microsoft Office Proficiency
- Windows 95/98/2000/XP/XP Pro/NT/10/11
- Change Management / Software Updates
- Verbal and Written Communication
- Organized and Detail-Oriented
- Teamwork and Collaboration
- Customer Service
Timeline
AT&T Dedicated Internet (ADI) Support Engineer
AT&T Business Services
11.2022 - 09.2023
Change Management - Video Application Engineer
AT&T Business - Customer Service & Ops
01.2018 - 09.2023
Telepresence Technical Support Engineer
AT&T Business Customer Care
12.2011 - 01.2018
Team Leader/Video Support Engineer
AT&T Communications
05.2001 - 12.2011
Some College (No Degree) - Broadcast Communication / Video Production
Kellogg Community College
Some College (No Degree) - Electrical Engineering
Michigan Technological University
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