Alexander Zoumpakis
Network Engineer
Faethontos 14
Summary
Results-driven Network Engineer with a strong background in troubleshooting and optimizing network infrastructure to support business objectives.
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
Fixed Connectivity Services Assurance Engineer
VODAFONE
11.2021 - Current
- 2nd level technical support on leased lines for corporate customers.
- Cisco/Nokia and SDH (Ericsson) Metro Ethernet network assurance.
- Used remote diagnostic tools to identify sources of certain customer issues.
- Reduced response times through efficient prioritization and delegation of support tickets.
- Established strong rapport with clients through consistent follow-ups on outstanding issues, demonstrating commitment to problem resolution.
- Effectively communicated complex technical concepts to non-technical customers, fostering a positive support experience.
Corporate Customer Support Engineer
FORTHNET
07.2020 - 11.2021
- 1st level technical support on leased lines for corporate customers.
- Technical support on SYZEFXIS circuits.
- Technical support on hosting services .
- Increased first-call resolution rates with expert troubleshooting skills and extensive product knowledge
- Used remote diagnostic tools to identify sources of certain customer issues
- Answered incoming support inquiries via chat, phone and email
Small Business Customer Support Engineer
FORTHNET
04.2019 - 07.2020
- Technical support for small and medium-sized enterprises in telephony and internet.
- Technical support in hosting services.
2nd Level Customer Support
FORTHNET
02.2019 - 04.2019
Technical support for retail customers in telephony and internet services.
1st Level Customer Support
FORTHNET
11.2018 - 02.2019
Technical support for retail customers in telephony, internet and satellite TV services.
NOC Operator
WIND HELLAS
09.2012 - 05.2018
- 24-hour supervision of the operation of the Network on a nationwide scale Investigation, detection and resolution of network faults and fixed and mobile telephony services provided BSS/CORE/VAS
- Performance Monitoring : CS Network - International Carriers Performance : ASR Out/in, Traffic Out/in. - SIP : ASR Out/in, Traffic Out/in. PS Network - SGSNs : Traffic Iups, Gn, Gb, PDPs Attach Failure Rate GPRS/3G, 2G/3G Authentication Failure Ratio SIM/USIM, 2G/3G Paging Failure - GGSNs/EPGs : Traffic, Gn Packet Throughput
2nd Level Customer Support
TELLAS / WIND HELLAS
02.2008 - 09.2012
- Provide back office support for Fixed - ADSL services Manage dispatch process for on-site requests Customer Premises or LLU/RSS Provide education and technical training to customer service representatives to improve the resolution rate of issues from the 1st phone call Manage automated line activation process line validation, RFS.
2nd Level Customer Support
INFOASSIST
02.2007 - 02.2008
- Technical support to retail and corporate customers for on telecoms in telephony, internet and TV services.
Education
Computer And Office Equipment Technician -
I.I.E.K. XINI
Athens 01.2002 - 09.2004
High School Diploma -
Technical High School of Acharnon
Acharnes 01.2000 - 09.2002
Skills
Network Troubleshooting
Switches and routers
TCP/IP protocol
Critical Thinking
Excellent Communication
Multitasking
Problem-solving abilities
Network configuration
LAN and WAN Support
Incident Management
Training and mentoring
Routing Protocols
Customer Support
Military obligations
Completed
Seminars certifications
- CISCO Network Addressing and Basic Troubleshooting
- CISCO Network Support and Security
- CISCO Networking Basics
- CISCO Networking Devices and Initial Configuration
- CISCO Introduction to Cybersecurity
- CISCO Network Defense
- CISCO Network Technician Career Path
- Fortinet NSE 1 Network Security Associate
- Fortinet NSE 2 Network Security Associate
- Fortinet NSE 3 Network Security Associate
- BrightTALK Emerging Cyberthreats , Malware, and Ransomware
- BrightTALK Enterprise IoT Security
- BrightTALK Evolving to a Cloud-Managed Enterprise (APAC)
- BrightTALK Evolving to a Cloud-Managed Enterprise (EMEA)
- BrightTALK How to Secure Your Employees Working from Home Against Cyberthreats
- BrightTALK Workplace Transformation for the Modern Enterprise
- Βασικές Αρχές Ασφάλειας Πληροφοριών (Information Security)
- Γενικός Κανονισμός Προστασίας Προσωπικών Δεδομένων GDPR
- Harvard Business Publishing Customer Focus
- Harvard Business Publishing Finance Essentials
- Harvard Business Publishing Innovation & Creativity
- Harvard Business Publishing Presentation Skills
- Harvard Business Publishing Time Management
- Project Management Foundations
- Time Management Fundamentals
- Phishing Awareness: Catch a Threat
- Phishing Awareness: Email Security
- Transparency & Individual Rights
- Security & Privacy by Design
- Σεμινάριο SAT-LUX ltd΄΄Δορυφορική λήψη και νέα τεχνολογία
- Σεμινάριο ΣΜΑΡΤ ΕΛΕΚΤΡΟΝΙΚΣ ΕΠΕ ΄΄Σχεδιασμός τυπωμένων Κυκλωμάτων
- Σεμινάριο Ι.Ι.Ε.Κ. Ξυνη ΄΄Συναρμολόγηση Η/Υ΄΄
Personal Information
- Date of Birth: 02/12/1982
- Marital Status: Married (2 children)
Languages
Greek
Native language
English
Intermediate
B1
Projects
- Business customer support wiki (FORTHNET), May 2020, 2021, Troubleshooting & procedures for business customer support department.
- INEM alarm procedure (WIND), Oct 2014, Dec 2014, SBC VoIP Network & Core Fixed Network Alarm procedure for NOC department.
Timeline
Fixed Connectivity Services Assurance Engineer
VODAFONE
11.2021 - Current
Corporate Customer Support Engineer
FORTHNET
07.2020 - 11.2021
Small Business Customer Support Engineer
FORTHNET
04.2019 - 07.2020
2nd Level Customer Support
FORTHNET
02.2019 - 04.2019
1st Level Customer Support
FORTHNET
11.2018 - 02.2019
NOC Operator
WIND HELLAS
09.2012 - 05.2018
2nd Level Customer Support
TELLAS / WIND HELLAS
02.2008 - 09.2012
2nd Level Customer Support
INFOASSIST
02.2007 - 02.2008
Computer And Office Equipment Technician -
I.I.E.K. XINI
01.2002 - 09.2004
High School Diploma -
Technical High School of Acharnon
01.2000 - 09.2002