PROFESSIONAL SUMMARY:

Proactive Network Administrator with over five years of experience in building PC’s, configuring, updating and troubleshooting operating systems, applications, and networking devices. Has excellent client facing skill with quick response time and ability to manage event setup, staff, and work under pressure to meet target goals. Focused on cultivating positive relationships both internally and externally.

IT SKILLS:

• Workflow Planning
• Interconnect network devices and appliances
• Troubleshoot network and routing related problems
• Remote Access Support
• Systems Analysis
• Analytical thinker
• Cisco Routers
• Firewalls

PROFESSIONAL EXPERIENCE:

Confidential

Engineer

Responsibilities:

• Proactively monitor, analyze and clear active and past network alarms within the NOC using trending graphics and alarm alerts created with proprietary built in tools of software/hardware such as Velocloud and Intermapper, etc.
• Security event monitoring and access control system monitoring to ensure regulatory compliance is achieved as well as industry practices. Additionally analyzing and securing those systems in realization of any breach.
• Troubleshoot customer reported or autogenerated network connectivity issues, system outages, investigate and resolve end - user issues as well as make any necessary changes to the operating system, hardware configurations or network software during customer advised and agreed windows of add/change. Coordinate CLEC & ILEC access to equipment as well as interface with the necessary services providers or additional team tiers of support.
• Manage Network Upgrade Projects on the following supported vendor hardware Fortinet, Adtran, Broadsoft, Velocloud, Sonicwall, Cradlepoint.
• Document and develop new documentation on standard procedures to create a protocol and consistency in an effort to continually improve network and customer support response time.

Confidential

Network Operations Technician

Responsibilities:

• Access the Granite System to prepare and retrieve data to create maintenance change tickets for over 30 vendors to coordinate with the Transport team for expected and emergency maintenance over the Confidential Network.
• Access the PIER system to create and edit maintenance orders for over 30 vendors and notify the various NOC locations and Management of upcoming maintenance windows for coordination with field engineers for over 40k sites.
• Respond and coordinate with various vendors in a timely manner handling their requests for maintenance windows, completion of maintenance, emergency maintenance and rescheduling of maintenance.

Confidential

Network Administrator

Responsibilities:

• Utilize proprietary Linux and SNMP based monitoring tools to manage and investigate network alerts for the support and maintenance of Cisco routers and switches for various large enterprises.
• Work with Cisco hardware and software vendors to resolve technical network issues, opening cases for investigation as well as requesting RMA's along with working with onsite remote hands and eyes for resolution.
• Implement and maintain firewalls, series switches and security appliances.
• Review logs for all networking devices for unresolved abnormalities and problems.
• Troubleshoot and maintain all networking devices and infrastructures across the enterprise including switches, routers and firewalls.
• Communicate with vendors to resolve network outages and periods of reduced performance.
• Keep up-to-date on new developments in computer and network vulnerabilities, data hiding, and encryption.
• Complete remote repairs involving software solutions and hardware repairs.
• Troubleshoot routing protocols such as EIGRP and BGP.
• Work with various ISP's to troubleshoot circuit issues on client WAN circuits moving towards escalation if necessary in a timely manner to meet SLAs.
• Level 1 and 2 troubleshooting with clients on their LAN connections.

Confidential

Technical Support

Responsibilities:

• Product knowledge included but not limited to internet services (Cable Modem/Smart Routers, Confidential Wifi Hotspot), Television Services (Channels, Billing Inquiries, Packages) and Telephone Services (VOIP).
• Troubleshot Business and Residential subscribers using established troubleshooting steps to resolve device failure, system and wiring issues that cause disruption of Confidential Online/IO/ and Voice services. As well as referring to vendor for unsupported software or hardware
• Troubleshot Business and Residential webmail issues and email clients such as Outlook, Mac Mail, Android, Thunderbird, etc.
• Resolved and troubleshot Residential internal billing system and LEC issues such as online, over the phone and IVR billing payments, parked phone port orders, LRN mismatches, and SNIP accounts.

Confidential

Customer Service Representative

Responsibilities:

• Configured, troubleshot, isolated, repaired, and resolved customer desktop issues including desktop/laptop hardware and software, audio visual equipment, hardware peripherals and other desktop related equipment.
• Managed and tracked hardware inventory; ensured proper levels of stock were maintained and that shortages were reported to the Manager (i.e. Material, Mice, Monitors, CPU’s).
• Installed and troubleshot over 60 computers within a day for weekend events

Confidential

Computer Lab Assistant

Responsibilities:

• Provided Tier 1 and Tier 2 support to students, faculty, and staff. Escalated issues to Tier 3 support as necessary
• Responsible for daily hands-on support with Lenovo laptops, Macs, Windows desktops, SmartBoards, network printers and scanners. Logging equipment damage and malfunctions with management