SUMMARY:

Infrastructure Support Specialist looking to provide experience and support while completing projects on time and within budget. I am adept at building solid working relationships with coworkers and clientele. Coupled with the relationship building, I am an outstanding multitasker with strong technical and business management skills.

TECHNICAL SKILLS:

PROTOCOLS AND STANDARDS: TCP/IP, RIPv2, EIGRP, OSPF, BGP, CDP, PPP, HDLC, ISDN, ARP, Frame Relay, VLAN, NAT, Spanning Tree, Sonet, POS, LWAPP, Trunking, STP, VTP.

HARDWARE: Cisco 2800, 3845, 7613, 12416 Series Routers, Cisco 4500, 2950 Catalyst Series Switches, and Cisco Catalyst 3550, 6500 Layer 3 switches, Fiber, repeaters, hubs, Big IP, F5’s, ASA’s, Nokia, Nortel 1010, 1100.

SOFTWARE: CatOS, IOS Catalyst Switches/Routers. Solarwinds, ServiceNow, Riverbed, SecureCRT, Win Server 2000, 2003, & 2008, UNIX, Win: 9x, 2k, XP, Vista, and Win 7, Visio, Avaya systems

PROFESSIONAL EXPERIENCE

Confidential, Cincinnati, Ohio

Network Engineer

Responsibilities:

• Remote Network Engineer for Confidential responsible for existing network structure, maintenance, and administration.
• Engineer and configure all of the customer orders within the scope of the role, based on the accepted processes and established timeframes (OLAs)
• Responsible for implementation of network changes and that consistently deliver performance, reliability and scalability within the established Service Level Agreements (SLAs)
• Responsible for troubleshooting of network issues and that consistently deliver performance, reliability and scalability within the established Service Level Agreements (SLAs)
• Responsible for implementation of voice changes and that consistently deliver performance, reliability and scalability within the established Service Level Agreements (SLAs)
• Role as technical resource on specific engineering projects, as deemed necessary by the business
• Perform all aspects of technical deployment projects, including implementation plan, methods of procedures, additional technical resource identification, and execution of work
• Work with vendors to resolve network issues by monitoring network performance and communicating specific capacity needs, when they arise

Confidential, Cincinnati, Ohio

Desktop Support / Network Associate

Responsibilities:

• On site Desktop Support for Confidential
• Install, configure and upgrade (IMAC) of Access Devices: Personal Computers( Desktops, Laptops), Printers and related peripherals
• Very strong Performance Troubleshooting, Strong communication skills and organizational sense
• Perform remote access support for managed access devices
• Support Microsoft Office Suite applications
• Support Operating Systems including, Windows XP, Windows 7
• Perform regular software & hardware maintenance (Preventative Maintenance) on access devices (Reboots, Defrags, Hard Disk checks, connectivity verification, HW diagnostics, registry cleanup, physically clean access devices, BIOS upgrades).
• Interface with manufacturers and third - part vendors for technical assistance

Confidential, Dayton, Ohio

Telecom / Network Associate/Desktop Support

Responsibilities:

• On site Deskside Support for GE Money
• Install, configure and upgrade (IMAC) of Access Devices: Personal Computers( Desktops, Laptops), Printers and related peripherals
• Very strong Performance Troubleshooting, Strong communication skills and organizational sense
• IP Phone setup and troubleshooing
• Netbackup and file recovery
• Network Administration
• Server Administration, password reset, profile set up
• Strong Troubleshooting and Problem Resolution Skills
• Troubleshoot hardware and software related problems for end users
• Perform hardware break-fix activities on various access devices (i.e. Dell PCs, HP PCs, Lexmark (B&W and Color) printers
• Perform remote access support for managed access devices
• Support Microsoft Office Suite applications
• Support Operating Systems including, Windows XP, Windows 7
• Perform regular software & hardware maintenance (Preventative Maintenance) on access devices (Reboots, Defrags, Hard Disk checks, connectivity verification, HW diagnostics, registry cleanup, physically clean access devices, BIOS upgrades).
• Interface with manufacturers and third-part vendors for technical assistance

Confidential, Mason, Ohio

Network Operations Support

Responsibilities:

• On site Network support for Proctor and Gamble responsible for existing network structure, maintenance, and administration.
• Responsible for existing network structure, maintenance, administration and control.
• Perform configuration on routers, switches and wireless access points.
• Very strong Performance Troubleshooting, Strong communication skills and organizational sense
• Perform regular software & hardware maintenance (Preventative Maintenance) on access devices (Reboots, Defrags, Hard Disk checks, connectivity verification, HW diagnostics, registry cleanup, physically clean access devices, BIOS upgrades).
• Oversee network and equipment upgrades to include IOS, Cat OS image upgrades, and configuration changes.
• Working knowledge of routers, switches and networking concepts.
• Working knowledge of routing protocols. (IGRP, PSPF, EIGRP, etc.)
• Performs hardware installation, maintenance and upgrades coordinating with staff and vendor according to change control process.
• Administers and uses network monitoring tools such as Nortel IP ADM, WhatsUp Gold, and other tools as required.

Confidential, Cincinnati, Ohio

Tech Solutions Representative

Responsibilities:

• Coordinates case management and escalation of mission critical problems (P1/P0 Service Calls/Incidents) according to TSG/GAMS procedures.
• Reset SOX Passwords.
• Conducts system monitoring watchdogs, reset server errors, selective problem resolution, dispatching mission critical problems to 2nd level teams
• Helps in coordinating notifications, communications, and problem resolution on mission critical problems with all service providers.
• Coordinate Bridge Calls with appropriate workgroups and management levels.
• Troubleshoots technical issues and customer concern within assigned areas, referring issues to shift supervisors, senior technical support and account management teams.
• Perform any other duties as assigned.

Confidential, Cincinnati, Ohio

Technical Helpdesk Representative

Responsibilities:

• Troubleshoots technical issues and customer concern within assigned areas, referring issues to shift supervisors, senior technical support and account management teams.
• Uses computerized system for tracking, information gather, and/or troubleshooting.
• Navigate through various computer systems to review customer account history and pricing.
• Responsible for taking inbound and placing outbound calls with the goal of retaining business, strengthening customer relationships, answering customer inquiries performing surveys.
• Interacts with various support departments and sales offices as a part of inbound/Outbound retention efforts.
• Assesses customer needs and promotes additional/alternative company products and/or services.
• Ensure all service level agreements are achieved and properly documented during a scheduled shift.
• Perform any other duties as assigned.

Confidential, Louisville, KY

Regional Training Manager

Responsibilities:

• Prepared recommendations designed to increase efficiency, revenues and lower costs.
• Analyzed budget requests to identify areas in which reductions could be made.
• Trained and managed 10 to 20 in Housekeeping and Laundry services and achieved significant improvements in their productivity.
• Reviewed operational records and reports and referred to manuals, company instructions and government regulations to detect deviations from operational practices.
• Interacts with various support departments and sales offices as a part of inbound/Outbound retention efforts.
• Perform any other duties as assigned.