Summary
Overview
Work History
Education
Skills
Languages
Projects
Timeline
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Isaac Olufemi Thompson

Isaac Olufemi Thompson

Phoenix,AZ

Summary

Fomer Network Support Engineer at Cisco Meraki. Competent Tech Support and repair professional. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products. Skilled in sales and account management, using in-depth analytics and cross-functional collaboration to achieve top accounts.

Overview

6
6
years of professional experience

Work History

Network Support Engineer

Cisco Meraki
Chicago, IL
08.2023 - 12.2024
  • Effectively work alongside third parties such as partners and customers regarding technical issues and customer service inquiries, primarily over the phone and in writing.
  • Salesforce based ticketing system
  • Diagnose and solve wireless, security, switching, and other various network-related issues reported by Cisco Meraki customers and partners
  • Own each customer case from initial creation to resolution.
    Collaborate with other support team members to fix network outages, incorrect configurations, and sophisticated networking issues on customers' devices.
  • Read and analyze packet captures using Wireshark.
  • Work with our engineering and product management teams to diagnose and resolve critical, escalated issues.
  • Understand and use Linux console commands to identify and resolve issues with Meraki devices and Meraki Dashboard services.
  • Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.
  • Stay up to date on Meraki features and technology by completing instructor-led and self-paced training modules.

Contract Analyst

City of Phoenix-Phoenix Convention Center & Venues
Phoenix, AZ
06.2023 - 08.2024
  • Followed-up with sales teams and customers with complex issues to coordinate resolutions.
  • Administered contract change requests and resolution.
  • Provided updates on status of contract processes to upper management and other important personnel.
  • Reviewed details on incoming contracts and service agreements to keep pricing correct.
  • Managed contract closeout process, resolving all issues prior to release of final payment.

Computer Technician III

Avnet Tech Solutions/Eastridge Workforce
Tempe, AZ
06.2022 - 06.2023
  • Integrated and configured a variety of PC hardware, operating system software, and peripherals, assembling PC electronic components, installing circuit boards, disk drives, mass storage devices, and peripheral equipment and/or other related components
  • Troubleshot and resolved integration and configuration problems involving circuit analysis, waveform calculations, fault isolation, Programmable Read Only Memory (PROM) programming, and signal flow tracing
  • Completed appropriate documentation regarding defective parts replacement, shipping, build process updates, etc.

Account Executive

DoorDash
Tempe, AZ
06.2022 - 10.2022
  • Generated lists of prospective customers and managed the sales cycle from initial call to close
  • Educated prospects and clients about products and services, while using in-depth analytics/statistics
  • Collaborated cross-functionally with Senior Managers, Account Management Team, and other central functions to help win top accounts
  • Led complex negotiations to structure industry-leading and mutually beneficial economic terms
  • Utilized Salesforce CRM, Outreach, Slack, G-Suites, and MacOS to manage all sales activities and pipeline.

Tech Sales Specialist

Apple Inc
Scottsdale, AZ
07.2021 - 01.2022
  • Mentored, trained, and developed fellow co-workers
  • Troubleshot initial set up/cellular issues
  • Initiated post-sales technical support based on client requirements and feedback
  • Consulted with IT developers and management on product offerings
  • Assessed potential clients' IT needs and recommended products
  • Kept informed on technical product specifications and functionalities
  • Continuously demonstrated advanced proficiency in IT industry terminology and jargon

Technical Specialist

Apple Inc
Chandler, AZ
03.2019 - 01.2020
  • Initiated, documented, and updated our Service Repair Order (SRO) system
  • Performed repairs on Apple computer and iOS hardware and software
  • Provided computer repair, virus removal, or other cleanup services
  • Diagnosed and troubleshooted Apple computer and iOS hardware and software while addressing repairs on a work queue system
  • Imaged MacBooks, iPads, iPhones, and Apple watches
  • Provided personal training for new customers, helping them acquire the basic skills they need to get started on anything such as photo, video, music projects, etc.

Education

Bachelor of Science - Cybersecurity and Information Assurance

Western Governors University
Utah
08.2024

GED -

Chandler Public Library
Chandler
09.2011

Skills

  • Troubleshooting
  • Cisco Systems Products
  • Cisco Firewall Security
  • IPSec
  • IKE & IKEv2
  • Core Switching
  • Cisco Routers
  • Switching Systems
  • Cisco VPN
  • Wireless Networking I
  • IP Cameras
  • Cisco Networking
  • Cloud Computing
  • Project Management
  • iOS, MacOS, Windows Troubleshooting
  • Linux
  • Technology Recommendations
  • Equipment Configuration
  • Network Maintenance and Repair
  • Apple Hardware Repair

Languages

Spanish
Limited

Projects

Created a Firewall Policy Test Matching Tool from the bottom up; for Cisco Meraki with a team of 4 other Network Support Engineers.

Timeline

Network Support Engineer

Cisco Meraki
08.2023 - 12.2024

Contract Analyst

City of Phoenix-Phoenix Convention Center & Venues
06.2023 - 08.2024

Computer Technician III

Avnet Tech Solutions/Eastridge Workforce
06.2022 - 06.2023

Account Executive

DoorDash
06.2022 - 10.2022

Tech Sales Specialist

Apple Inc
07.2021 - 01.2022

Technical Specialist

Apple Inc
03.2019 - 01.2020

Bachelor of Science - Cybersecurity and Information Assurance

Western Governors University

GED -

Chandler Public Library

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