SUMMARY:

• Cisco certified with strong technical background and outstanding customer service skills. 3+ years of experience in IT industry.
• Background includes desktop support, engineering, change management, administration, escalation support, corporate training, and complex enterprise environments.
• Support of LAN/WAN technologies.
• Exceptional presentation and customer relationship skills, including strong written and verbal communication skills.
• Skilled in communicating with senior management, third party vendors, technical staff, and non - technical end-users.
• Trusted by management to direct complex mission critical projects under challenging time constraints.

TECHNICAL SKILLS

• Hands on experience with maintenance, troubleshooting, design, and configuration of Cisco 2600/2900/3900 series routers and Cisco Catalyst 2900/3700/6500 series switches.
• Windows Server 2008
• MS Outlook
• MS Exchange
• MS Exchange Server
• Office 365
• MS Office 2010
• VMware ESXi
• VoIP on CUCM
• Solarwinds
• Working knowledge of EIGRP, HSRP, OSPF, BGP, IP, RIPv2, WAN HDLC, SDLC, ATM, VPN, Frame Relay, ISDN, MPLS, ACL,OSI,TCP/IP,IS-IS, Spanning Tree, DHCP,DNS,PPP,VLAN, QoS and IP

EXPERIENCE:

Confidential

Network Infrastructure Engineer

Responsibilities:

• Configure Cisco and Dell Switches
• Configure Multiple vlan routing
• Monitor nodes in live production using Solarwinds and Logic Monitoring.
• Install and configured Cradle Point Routers for out of band management
• Configure Dell Aerohive Wireless Access Points,
• Configure Silver Peak SDWAN Routers for all internal routing tunnels from remote sites back to corporate hub

Confidential

Network Administrator

Responsibilities:

• Monitor network performance using Solarwinds (availability, utilization, throughput, and latency) and test for other issues within Network
• Ensure network security and connectivity using EIGRP and BGP protocol
• Decommissioned Routers and Switches no longer apart of Network Production
• Fully support, configure, maintain corporate MPLS network
• Manage and support Cisco IP phones through Cisco Unified Communications Manager
• Resolve Service Desk Network tickets reported by end user

Confidential

I.T Telecom Technician

Responsibilities:

• Troubleshoot VOIP and other converged technologies issues.
• Data migration setup for Microsoft Office 365 and Exchange server 2010
• Provide support for engineering teams in collaboration with third party contractors.
• Utilize software applications to monitor and troubleshoot telecom devices from remote locations.
• Performed moves, additions and changes of telecommunications services and equipment.
• Produce cost analysis reports for phone and internet services for property management sites
• Cultivated and maintained productive relationships with co-workers, upper management and service providers in need of telecommunications support

Confidential

Tier 2 Network Technician

Responsibilities:

• Responsible for the configuration of network and voice technologies.
• Focused on the administration of the CISCO iOS, CISCO Nexus or similar platforms.
• Provides network and remote connectivity hardware/software support; maintain documentation including hardware/software applications, support logs and other data related information.
• Maintain detailed technical documentation.
• Install, configure and maintain network hardware and software; analyzes and troubleshoots the logs and tracks the nature and resolution of problems; monitors usage to ensure security of data and access privileges
• Excellent communication with the clients, colleagues, team and supervisors on all tasks and projects, in references to all incident and change management.

Confidential, Plano, TX

Tier 1 Network Technician

Responsibilities:

• Installed, configured, and supported LAN/WAN technologies, including routers, switches, and firewalls.
• Provided support and engaged in troubleshooting for all remote access and site-to-site VPN problems.
• Provided escalation support to helpdesk and assistance to the IS Manager.
• Coordinated with equipment vendors to obtain pricing and proposals for hardware or software.
• Coordinated with telecommunication carrier for PPP ML circuit upgrades, installs, troubleshooting, and monitoring.
• Handled complex inbound calls, voice mail, e-mail, and in-person requests for assistance from users experiencing network-related problems.
• Handled problem recognition, research, isolation, resolution, and follow-up for routine and complex network problems.
• Set up and maintained basic network operations, including management of network devices,
• Provided support and performed troubleshooting for LAN/WAN, internet/intranet, and e-mail systems issues.
• Engineered the Change Management process by clearly defining and testing the change implementation.
• Performed troubleshooting for connectivity issues to rule out the networking infrastructure.
• Trained new and existing employees on various Cisco and IP networking technologies.
• Executed necessary networking changes for other departmental initiatives.
• Migrated network devices and services to include the replacement of End of Life (EOL) routers and switches.

Confidential, Grapevine, Texas

Network Technician

Responsibilities:

• Supported the design, implementation, and Level 2 Change Management services in a Data Center environment for all stores LAN/WAN facilities.
• Designed, implemented, and performed troubleshooting for LAN/WAN solutions using Cisco routers/switches, EIGRP and OSPF routing protocols, VTP and EtherChannel; created and managed Layer 2/3 VLANs and managed security.
• Installed and relocated Fast/Gigabit Ethernet Copper and Single/Multimode Fiber patch cabling from data center patch panels to network hosts.

Confidential, Frisco, Texas

Responsibilities:

• Provided exceptional, professional, and timely technical care support for Confidential customers.
• Consistently exceeded measured standards in customer satisfaction, knowledgeable solutions, technical metrics, and timely delivery in the inbound Call Center.
• Performed troubleshooting on Blackberry, Android, Windows Mobile, and Nokia mobile Devices.
• Used Citrix Applications to create tickets with documentation of all technical activity completed to ensure resolution.
• Accessed Interactive Coverage Areas operated by Citrix to monitor and evaluate coverage in specific locations.
• Prevented future call backs with education of support to ensure mobile device solutions