SUMMARY

• 13 years of total working experience, 9 years of which is on network (NOC and service delivery) engineering, in both service provider and enterprise environment, including a short project based stint on a data center environment. Have worked on a wide array of clients such as food chains (ABRH), healthcare (UHG, KP), retail (DSW, Lowe’s, Victoria Secrets, BBW), banks and financial institutions (FNF, FNG, etc).
• Functioned as technical team lead for 9 years, involving tasks both technical and managerial in nature.
• Skilled in WAN/LAN operations support and design, specializing in Cisco & Juniper devices, with exposure to wireless, voice, and security equipment.
• Thrives on a rotating shift environment, but is better suited working nights and graveyard as been working for 13 years on nights.
• CCNP R&S, CCNA Wireless certified

AREAS OF EXPERTISE

• Wide Area Networks (WAN) technologies, design and operations
• Local Area Networks (LAN) technologies, design and operations
• Multi vendor skill set, such as Cisco, Juniper, Meraki, HP, F5, Windows & open source
• Cisco & Avaya voice setup and operations
• Cisco and Meraki wireless design and operations
• F5 load balancer, Solarwind for performance & netflow monitoring
• Knowledgeable in python scripting for Cisco
• Desktop and end - user support

PROFESSIONAL EXPERIENCE

Senior Systems Engineer - Network Analyst II

Confidential

Responsibilities:

• Responsible for a team of 10+ engineers, and a Project Manager, on a 24x7 support environment (on call), tasks includes overseeing projects, delegation, coaching and mentoring, scheduling, and other administrative tasks.
• Provides network support to enterprise clients engaged primarily in the banking industry. Involves, but not limited to WAN connectivity (DSL, T1, DS3, OCx, Metro-E, VPN, MPLS, ATM, Frame), security (Cisco ASA/PIX, Juniper SRX), LAN support (Cisco, Juniper EX, Meraki & Aruba wireless, VOIP (Nortel, Cisco, Avaya), DNS/DHCP, VLAN, 802.1x, etc), as well as partial Data Center functions such as web and app servers support.
• Exposure to F5 load balancers
• Works as an implementation engineer on either new projects or upgrades / re-designs as per client needs.
• Worked for 1 month onsite in Jacksonville FL, USA for a new data center build. Tasks involved Cisco ASR installations and initial configuration, as well as Nexus 2k/5k/7k & F5 setup.
• Has worked on state-wide and enterprise-wide carrier migrations, call manager migrations as well as several regional hub site redesigns and data center, hub offices merger.
• Use scripting (Python) to pull automated reports and batch commands for medium-to-large scale projects.
• Provides Tier III support to the NOC on advanced network issues
• Primarily works on Cisco devices (2800, 2900, 800, 3700, 3500, 7000 series routers/switches), ASA & PIX firewalls) but gets a fair share of MX, SRX and EX (including VC) Juniper devices

NOC Network Engineer

Confidential

Responsibilities:

• Provides network support to customer infrastructure, which involves, but not limited to WAN connectivity (T1/E1, T3/E3, Ethernet circuits, VPN, MPLS, Frame-Relay, ATM, routing, etc), LAN support (wireless, basic VOIP functions, etc), and other technical functions as deemed necessary by both management and customer contact.
• Handle calls wherein customers ask immediate support that cannot wait for the usual ticket handling procedure, or if onsite support is present and local contact is not technically inclined.
• Worked primarily with Cisco equipment and a fair share of Juniper & Adtran equipment, as well as transmission equipment such as DXCs, mostly Nortel and Lucent
• Served as a shift lead, which requires support to fellow engineers, and providing advanced support as needed. Also serves as the point of contact incase Tier II support is needed.
• Ensures compliance to standard processes and change management. Also provides support, when needed, to both customer and implementation team, during service upgrades.

Resolution Specialist II

Confidential

Responsibilities:

• Serves as product specialist for Confidential products currently shipped in the US (on both hardware and software aspects)
• Handle calls wherein customers ask for advanced technical support or out-of-scope issues like networks (wire and wireless), internet connectivity issues, 3rd party hardware and software configuration and/or troubleshooting.
• Develop and conduct technical training for new products as needed.
• Attends trainings provided by HQ-based resources for new IT trends/technology as needed.
• Assists Level 1 agents whenever ready solutions are not available for the customer's issue.
• Calibrates with the Tech Support Manager on strengths and developmental areas of team members. Conducts technical coaching sessions as required.

Level 2 Technical Customer Care Representative

Confidential

Responsibilities:

• Take in calls wherein troubleshooting procedures are already beyond the support boundaries of Level 1 support. Examples would be registry tweaks, DSL/ISDN issues, LAN issues, hardware installation, configuration of third party software, etc.
• Handle calls wherein customers ask for the supervisor or a higher level of support on the floor.
• Assists Level 1 agents whenever ready solutions are not available for the customer's issue.
• Approves OEM and NOC transfers, perform callbacks to customers as set by the callback group.
• Calibrates with the Team Leader on strengths and developmental areas of team members. Conducts coaching sessions as required.
• Author supplemental technical resolution documents, conducts additional training as required.