Cheryl Simmons
Systems Engineer
West Columbia,SC
Summary
Veteran Systems Engineer versed in developing solutions for mission-critical needs. Specializes in deploying systems within ongoing operations while causing minimal disruptions. Committed to verifying compatibility, required operational thresholds and budgetary compliance of developed products.
Overview
11
11
years of professional experience
13
13
years of post-secondary education
Work History
Technical Support Representative
Teleperformance USA
Columbia, SC
09.2019 - 11.2019
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Resolved system, hardware and telephone issues within one hour, improving efficiency among departments.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with colleagues in both domestic and international support facilities.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and fiber.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Senior Network Engineer
GiantLoop Networks
Purchase, NY
04.2000 - 09.2010
- Provided network support services for devices such as hubs, bridges, routers and other hardware.
- Designed and Implemented Optical Network Solutions for the integration of Fibre channel, ESCON, and GIgE protocols for data transfer moves and buildouts.
- Liaised with dispatch personnel to optimize skill distribution and minimize service lag times through careful engineering triage.
- Planned and implemented effective disaster recovery and business continuity solutions.
- Backed up support desk team to handle user problems and technical concerns.
- Provided complete end-to-end engineering and installation of route-based IP network solutions.
- Liaised with cabling infrastructure vendors and domestic and international ISPs.
Education
Master of Divinity - Theology
Alliance Theological Seminary
New York 05.2001 - 05.2004
Bachelor of Science - Electrical Engineering
City College of New York of The City University of New York, The
New York, NY 01.1989 - 06.1999
Skills
Technical issues analysis
Desktop support
Application support
Windows 10
Ticket support system management
Data analysis
Diagnostic design
Hardware and software installation
Technical Writing
Problem-solving
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
How many ideas have there been in the history of the human race that were unthinkable ten years before they appeared?
Fyodor Dostoevsky
Timeline
Technical Support Representative
Teleperformance USA
09.2019 - 11.2019
Master of Divinity - Theology
Alliance Theological Seminary
05.2001 - 05.2004
Senior Network Engineer
GiantLoop Networks
04.2000 - 09.2010
Bachelor of Science - Electrical Engineering
City College of New York of The City University of New York, The
01.1989 - 06.1999