SUMMARY:

To join an organization as a Network Support Technician or a Wireless Network Engineer, that will utilize my talents in Networking, and Technical Support, enabling me to become an influence and a valuable asset to a company.

TECHNICAL SKILLS:

Network Monitoring Tools: Whats Up Gold, Nagios, EM7 Monitoring Tool, Nitro Security, Cisco Works, Cisco Prime, Orion SolarWinds, Spectrum Monitoring Tool, Net MRI, Magic Service - Desk Ticketing System, Remedy Ticketing System, Putty Emulator, HP Openview, HP Service Manager, HP Opsware, LabTech, Asset Manager, VMWare, Apache Web Server, Cacti (Microwave), IBM Tivoli, InfoBlox (DHCP/DNS), Websense (Web Filtering), Microsoft DHCP/DNS, ServiceNow Ticket System, ConnectWise Ticket System

EXPERIENCE:

Confidential, Glen Burnie, MD

NETWORK SUPPORT TECHNICIAN

Responsibilities:

• Work Third Shift in the Network Operations Center.
• Provide superior customer service by being courteous, knowledgeable, and professional.
• Provide first & second level support to resolve complex technical customer problems.
• Process and prioritize customer requests by phone, e - mail, or in person for service related assistance applying to a variety of technologies.
• Utilize the trouble ticket system to log all requests and activities including documentation of special requests and customizations considered important for future support.
• Monitor the operational support systems to proactively identify service-impacting events relating to IT, network, and facility conditions.
• Communicate with customers and internal staff via email/phone of service impacting & non-service impacting maintenance work.
• Coordinate Maintenance work/Planned Outages with Vendors (Verizon, CenturyLink/Level 3, etc.).
• Open TAC Cases and/or submit RMA’s with Vendors.
• Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution.
• Monitor & support Cisco, Ciena, & Juniper network devices (routers, switches, wireless microwaves, sonet devices, etc) at various sites.
• Assist Fiber Team with troubleshooting & resolving Fiber Outages.
• Perform troubleshooting diagnostics of network & system failures using ping, traceroute, nslookup, ipconfig, systeminfo, etc.
• Perform server reboots via RDP, VMWare, & LabTech.
• Monitor & support video data via appliance GUI & linux command- line.
• Perform T1 circuit testing with Service Provider (Verizon).
• Restart failed System Servers & Applications via LabTech or VMWare.
• Restart failed server processes & services with Server Manager Console.
• Perform daily & weekly backups of Cisco Sonet devices.
• Perform daily & weekly backups/restores of Systems Servers & Active Directory.

Confidential, Baltimore, MD

NETWORK SUPPORT TECHNICIAN

Responsibilities:

• Process and prioritize client requests by phone, e-mail, or in person for service related assistance applying to a variety of technologies.
• Monitor the operational support systems to proactively identify service-impacting events relating to IT, network, and facility conditions.
• Monitor & support network devices (routers, switches, servers, wireless devices, etc) at various sites.
• Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution.
• Perform password resets & unlock client’s accounts in Active Directory.
• Block/unblock websites via IronPort.
• Add/Remove configuration on network ports for Cisco routers/switches.
• Restart services & processes in Windows, Linux, & Unix servers.
• Assist with server drive replacement with EMC & NetApp vendors.
• Perform DHCP & DNS requests.
• Unlock user’s accounts & blocking sessions in Oracle Database via SQL Developer.
• Perform server reboots via RDP, iLO (HP), or VMWare.
• Perform troubleshooting diagnostics of network & system failures using ping, traceroute, nslookup, ipconfig, systeminfo, etc.
• Coordinate Maintenance work/Planned Outages with Vendors (AT&T, Frontier, Verizon, etc.).
• Open TAC Cases and/or submit RMA’s with Vendors.
• Add/Remove servers to backups via NetBackup Console.
• Perform Filesystem retores via NetBackup Application.
• Perform vaulting/tape backup procedure.

Confidential, Glen Burnie, MD

NETWORK SUPPORT TECHNICIAN

Responsibilities:

• Work Third Shift in the Network Operations Center.
• Provide superior customer service by being courteous, knowledgeable, and professional.
• Provide first level support to resolve complex technical customer problems.
• Process and prioritize customer requests by phone, e-mail, or in person for service related assistance applying to a variety of technologies.
• Utilize the trouble ticket system to log all requests and activities including documentation of special requests and customizations considered important for future support.
• Monitor the operational support systems to proactively identify service-impacting events relating to IT, network, and facility conditions.
• Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests.
• Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution.
• Monitor & support network devices (routers, switches, sonet devices, etc) at various sites.
• Perform server reboots via RDP or VMWare.
• Monitor & support video data via appliance GUI & linux command- line.
• Perform T1 circuit testing with Service Provider (Verizon).
• Restart failed System Servers with Batch File script.
• Restart failed server services with Server Manager Console.
• Perform daily & weekly backups of Cisco Sonet devices.
• Perform daily & weekly backups/restores of Systems Servers & Active Directory.

Confidential, Baltimore, MD

NETWORK OPERATIONS TECHNICIAN

Responsibilities:

• Generate trouble tickets for tracking all network issues & events.
• Document step-by-step troubleshooting details into appropriate ticket.
• Perform real-time system monitoring using network-monitoring tools.
• Monitor & support routers, switches, & servers at various sites.
• React to network and systems alarms and alerts in order to ensure rapid problem resolution and proactive notifications to clients.
• Adhere to proper method of escalation to next level or group.
• Responsible for composing informative network service notifications.
• Responsible for answering support lines professionally & timely.
• Responsible for answering emails professionally & timely.

Confidential, Germantown, MD

NETWORK OPERATIONS TECHNICIAN

Responsibilities:

• Provide 1st & 2nd level support to Customers & Field Support Staff.
• Generate trouble tickets for tracking all customer issues & requests.
• Document step-by-step troubleshooting details into appropriate ticket.
• Perform real-time system monitoring using proprietary & non-proprietary tools.
• Monitor & support routers, switches, modems, & servers at various sites.
• React to network and systems alarms and alerts in order to ensure rapid problem resolution and proactive notifications to clients.
• Perform command-line checks on Linux servers.
• Adhere to proper method of escalation to next level or group.
• Responsible for answering support lines professionally & timely.
• Responsible for answering emails professionally & timely.
• Monitor and support VPN & RF/satellite (VSAT) communications equipment.
• Initiate RMA requests from customer for defective equipment.
• Responsible for composing informative network service notifications.
• Monitor and track security events in accordance with Army/DOD IT standards.
• Support Network Operations in system monitoring, reporting, and troubleshooting.
• Write & document procedures for .
• Collaborate with network and/or system engineers on performing maintenances.
• Initialize Command-line scripts in network monitoring tools for troubleshooting.
• Maintain network architecture documentations, configurations, & diagrams.
• Submit software & files for deployment of tracking systems.
• Create & maintain weekly & monthly reports for upper management.
• Initiate unix/linux commands for satellite transceiver provisioning.
• Analyze & troubleshoot issues with customer applications.
• Utilize SSH, Telnet, RSA Token, FTP, & SFTP commands to login to routers, switches & servers.
• Attend & complete mandatory classes.

Confidential, Largo, MD

Returns Manager/Team Lead

Responsibilities:

• Increased productivity of returns by 20 - 30 percent.
• Decreased the rate of non-performing products by 40 - 60 percent.
• Created cost effective methods to reduce lost wages on returned products.
• Respond to customer problems to solve in an efficient timeframe.
• Record and update customer information into system database.
• Prepare products to exceed customer expectations.
• Analyze and resolve escalated issues.
• Troubleshoot and provide technical support.
• Create and update spreadsheets, word documents, and reports.
• Add and remove software and hardware.
• Provide input and data for design of new work modules.
• Implemented manuals for new employees.
• Interact with customers and vendors via email, telephone, and fax.