PHILLIP YEBOAH
Leominster,Massachusetts
Summary
Hardworking Customer Service Representative with experience working with international customer base. Multitasking abilities, Committed to maintaining professional relationships with clients to increase profitability and drive business results,18 years of experience in hospitality industry, a results-driven Network Engineer with 3 years of expertise deploying, maintaining LAN and WAN infrastructure. Dedicated technology professional with strong track record of accurately conducting system repairs, upgrading, troubleshooting. Skilled Maintenance Technician adept at interpreting blueprints,hardworking and dependable.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Calibration Technician
Setra Systems Inc
Boxborough, MA
08.2021 - Current
- Applied safety and electrical code regulations on every job.
- Maintained compliance with environmental standards.
- Managed informational database and processing of returns.
- Fabricated and installed parts within test equipment using manual and powered tools.
- Set up monitoring systems to maintain surveillance over important components and quickly identify concerns.
- Maintained test facilities for aircraft parts and systems in compliance with specifications and tolerances.
- Operated and calibrated computer systems and devices to comply with test requirements and to perform data acquisition and analysis.
- Used programs and specialized software to understand and carry out tasks.
- Operated remote computers and testing equipment to monitor ongoing tests and diagnostics.
Maintenance Technician
Delta Air Lines
Boston, MA
09.2021 - Current
- Completed daily, weekly and monthly checklists on building equipment to maintain records of scheduled maintenance procedures.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Quickly responded to internal service calls regarding malfunctioning equipment and completed repairs.
- Removed dirt and lubricated machinery shafts, bearings and gears as part of regular maintenance.
- Removed outdoor debris and yard clippings into receptacles to properly maintain grounds.
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Examined alarm systems and monitors to meet fire marshal standards and safeguard personnel.
- Worked with building managers to assess ongoing needs and plan preventive maintenance and cleaning schedules.
Compliant Resolution Officer
Delta Airlines
Boston, MA
04.2018 - Current
- Maintained high volume of calls to meet demands of busy group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Investigated and resolved customer inquiries and complaints quickly.
- Effective liaison between customers and internal departments.
- Sought ways to improve processes and services provided.
- Supervised employees of 200 and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Network Support Administrator
Delta Airlines
Boston, MA
04.2018 - Current
- Under direction of Manager of Network Engineering, provides third level support to end users.
- Installed and maintained local and wide area networks in multi protocol environment.
- Resolves diverse range of complex problems, uses judgment within defined policies.
- Acknowledge and resolve user service requests utilizing service request management system.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Diagnosed and executed resolution for all network and server issues.
- Made recommendations regarding information technology infrastructure overhauls.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Configured networks for smooth, reliable operation to meet business processes and objectives.
- Performed day-to-day LAN and WAN administration, maintenance and support.
Direct Support Engineer
Marc Inc Of Manchester
East Hartford, CT
06.2017 - 04.2018
- Identify, troubleshoot, and resolve IT related hardware and software issues.
- Monitored server, storage, and network performance.
- Created and/or update clear documentation of issues and resolutions.
- Performs other miscellaneous tasks and projects assigned by IT Director.
- Hands-on experience with switch and router configuration, preferably Cisco.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
Network Technician
Amazon
East Hartford, CT
11.2016 - 06.2018
- Installing, maintaining, and troubleshooting LANs, WANs, and data communications equipment.
- Troubleshooting system failures and identifying bottlenecks to ensure long-term network efficiency.
- Ensure completion of escalated tickets.
- Troubleshoot network issues and determine root cause.
- Proactively monitor equipment and address problems as it arise.
- Perform configuration changes per customer or project requests.
- Perform updates to equipment.
- Maintain documentation of equipment and configurations.
- Troubleshot hardware and software to determine and rectify network problems.
- Supported users both local and by phone with problem resolution and education.
- Monitored operational and security procedures for numerous computers in network, related systems administration and maintenance protocols.
- Installed cabling, wireless routers and telephone systems for data communications networks.
Education
Associate of Science - Digital Marketing Analytics
Massachusetts Institute of Technology
Cambridge, MA07.2022
Associate of Science - Computer Engineering Technology
Network Professional Training School
Worcester, MA07.2020
Bachelor of Arts - Tourism And Travel Management
Kwame Nkrumah University of Science And Technology
Kumasi,Ghana04.2005
Skills
- Troubleshooting for Tier 1 &2 Support
- Team management
- Network Troubleshooting
- Network configuration
- Cisco Platform: 1800,2900,3700,4300 Routers,6500,6800,4500,3850,3750 catalyst switches
- Ticketing System: Remedy
- Quality assurance
- Complaint resolution
- Administrative support
- Call center experience
- House safety Staff supervision
- Hand and power tools
- Mechanical expertise
- Safety awareness
- Equipment installation
- Problem solving ability
Accomplishments
- Resolved various technical issues through consumer testing.
- Replaced 20 remote routers of 2800 with 4431 Cisco router with racking, installation and configuration.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Repeatedly commended for working in a safe, efficient and accurate manner.
Certification
Cisco Certified Network Associate (CCNA)
CompTIA A+ Technician
First Aid/CPR Certified
Affiliations
- Network Professional Association of Engineers
- IATA/UFTAA
Timeline
Maintenance Technician
Delta Air Lines
09.2021 - Current
Calibration Technician
Setra Systems Inc
08.2021 - Current
Compliant Resolution Officer
Delta Airlines
04.2018 - Current
Network Support Administrator
Delta Airlines
04.2018 - Current
Direct Support Engineer
Marc Inc Of Manchester
06.2017 - 04.2018
Network Technician
Amazon
11.2016 - 06.2018
Associate of Science - Digital Marketing Analytics
Massachusetts Institute of Technology
Associate of Science - Computer Engineering Technology
Network Professional Training School
Bachelor of Arts - Tourism And Travel Management
Kwame Nkrumah University of Science And Technology
Cisco Certified Network Associate (CCNA)
CompTIA A+ Technician
First Aid/CPR Certified
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