SUMMARY:

A motivational, client - driven professional in search of an opportunity to provide exceptional IT expertise.

TECHNICAL EXPERTISE:

• Microsoft office/Excel/Office 365/Lawson Insight
• Hardware maintenance on HP ML/DL/SL series servers
• Proficient with blade server technology and concepts
• Interpersonal skills and Professional Office Etiquette
• Windows Server 2008/ SQL Server 2008r2
• Proficient with Confidential phone devices
• Familiarity with Confidential /Juniper Switches and Routers
• Expert with ServiceNow ticketing system
• Familiarity with network interfaces and technologies
• Experience installing and troubleshooting WAP/WLAN
• Experience with Storage Area Networks(SAN)
• Expert with fiber and copper cabling and tracing
• Desktop Operating System Windows 7 & Windows 10
• Knowledge in TCP/IP and DNS protocols
• Mainframe/Client server software and data flow
• Proficient troubleshooting/correcting network connectivity issues
• LAN/WAN/VPN network troubleshooting and analyzing
• Proficient with Active Directory
• Implementation Specialist

EMPLOYMENT:

Confidential, Cary, NC

Network Operations Engineer

Responsibilities:

• Ensuring high service reliability. Learning and applying new technical skills to support interdepartmental objectives.
• Effectively communicating and escalating events to escalation groups ensuring quick resolution.
• Utilizing a network management system via computer terminals to detect alarms.
• Performed as team lead of 4 others while monitoring routers, switches, and wireless access points.
• Completing trouble tickets to document alarms.
• Performing initial triage and remediation to restore services in degraded or impact state.
• Utilized Solarwinds and Splunk to monitor different sites and keep organized data to perform real-time updates to supervisors and managers.
• Utilized Confidential system for inbound and outbound call activity, while troubleshooting and monitoring. Operating with multiple peer groups to investigate impacting events.
• Communicating and answering incoming telephone calls to the Confidential .
• Utilized ServiceNow ticketing system to track all inbound and outbound trouble tickets.
• Advised and troubleshoot with filed engineers on utilizing best locations and solutions for Wi-Fi in business and residential buildings.
• Troubleshooting Layers 1, 2 and 3 networks and connectivity.
• Operating and troubleshooting optical networks and equipment. Managing IP routing and management of IP networks.

Confidential, Zebulon, NC

IT Data Center Network Engineer

Responsibilities:

• Coordinating and maintaining the Information Technology (IT) Data Center physical enterprise infrastructure systems.
• Provided installation, maintenance, and support of mainframe, distributed server systems, network equipment, and distributed mainframe storage devices.
• Provided architectural maintenance support for storage area network(SAN) and for client/server support.
• Responsible for the complex analysis and resolution of problems escalated to team.
• Performed all desktop support utilizing Confidential phone system as form of communication.
• Utilized software and hardware tools for identification and diagnosis of problems and factors affecting the IT enterprise infrastructure performance and availability.
• Great knowledge and navigating Linux, VMWare, and Windows systems.
• Solarwinds was used to help monitor servers and switches to help prevent degradation to equipment, and to maintain maximum efficiency.
• Utilized active directory to manage user logins and their authentications.
• Utilized ServiceNow ticketing system for all incoming and outgoing ticket to keep accountability for all trouble tickets.
• Troubleshoot network and firewall issues that may arise.
• Managing and troubleshooting network infrastructure in LAN/WAN environment. Installed many vender wireless access points (WAP) in order for maximum speeds and usage.
• Racked and stacked many Confidential equipment, along with Juniper switches.
• Great knowledge and experience of NFV Domain in my daily routine assignments (NMS/EMS/OSS etc.)
• Many daily assignments included receiving equipment deliveries, configurations of server cabinets, racking and cabling of devices, fiber and copper cable testing, troubleshooting hardware and cabling issues, and maintaining detailed inventory and interface documentation.

Confidential, Morrisville, NC

Fiber Network Technician Supervisor

Responsibilities:

• As A Fiber Network Technician Supervisor I was responsible for a team of 94 FiOS Technicians.
• My assigned duties were scheduling, counseling, and guidance on Confidential Systems and Networks.
• Turning up a Network Operations Center ( Confidential ) from the ground up and collaborating effectively with Confidential executives.
• Provided storage area network(SAN) support while also maintenance for the lab systems.
• Advised and troubleshoot issues with Confidential and Junior switches and routers, with field engineers.
• Managed active directory to reset passwords and user issues.
• This included running CAT5 cable, punch down blocks for data and voice, installed software on all desktops, system automation/scripting, installed Ethernet patch panels, installed VOIP over IP phones, implemented LAN/WAN systems, managed and developed services, maintaining access for VPN, implemented 3rd party vendor phone systems, assigned MACD and built agent IDs, and monitored statistics using both Vonage and Confidential .
• Performed many presentations from data received from Confidential phone utilization from each support technician, from troubleshooting, call usage, and AUX times.
• Utilized ServiceNow ticketing system to track and account for all tickets.

Confidential, Raleigh, NC

Tier 2 Technical Analyst

Responsibilities:

• Solving technical issues that are routed in my que.
• Provide technical support to customers to resolve issues on their computer systems.
• Also provide installation of software onto their servers.
• Utilized SQL to correct code and to analyze data to insure system functionality.
• Investigate and resolve bugs that may be degrading the job.
• Utilized ServiceNow ticketing system to track all tickets.
• Solved Microsoft Outlook and Office 365 technical issues along with connectivity problems.
• Performed password resets, along with creating new user profiles.
• Utilized active directory to troubleshoot and manage many different user issues.
• Performed many Server upgrades through using Confidential to remote in and execute tasks.
• Performed all phone support through Confidential system, managing each call to company standards.

Tier 1 Technical Analyst

Confidential

Responsibilities:

• First point of contact for incoming software support calls. Handled 60-80 technical support calls as a call center representative; created support tickets and sent them to the appropriate support que.

Confidential, Oklahoma City, OK

Technical Analyst

Responsibilities:

• Conducted phone research on inquires
• Coordinated and handled resolution issues.
• Answered calls and inquiries on medical and health insurance and advised adequate solutions.
• Handled emails and phone calls in a professional and timely manner.
• Utilized ServiceNow ticketing system for all trouble tickets, incoming and outgoing.

Confidential, Tinker AFB, OK

Airborne Network Surveillance Technician

Responsibilities:

• Provided personnel management for squadron by developing and maintaining spreadsheets for training, qualifications, and education.
• Performed installations and configuring servers and firewalls in the Intel Data Center.
• Installation and troubleshooting Confidential and Juniper switches and routers.
• Provided storage are network(SAN) support in the lab enviorment.
• Performed all active directory password resets and user issues for the base.
• Performed network monitoring at all times on the aircraft, as well as on the ground in the intel data center.
• Instructed new Confidential on running fiber and copper cables, and also terminating fiber and copper.
• Receiving and completing tasks at short notice, and presenting detailed presentations to the commander and flight chiefs.
• Performed duties as a mission aircrew member assisting active and passive airborne sensor systems to track airborne, maritime, and ground tracks.