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Vlc Customer Support Resume

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OBJECTIVE

  • Seeking an Information Technology position in the IT field where I can utilize my drive, skills, and desire to learn to help a company reach its goals.
  • A career built on the sound fundamentals of networking and systems technologies; meeting changing business needs, technologies, and systems; a consistent ability to provide technical analysis, communication, and leadership. Strong ability and desire to take on new challenges and work with new technologies/applications and quickly try to master any new platforms I’m exposed to
  • Experienced and proficient in various environments to include; Cable service/ISP provider, financial services, retail, utility & healthcare IT
  • Skills and experience include: TCP/IP, Cisco & Juniper Networking, Routing (Cisco IOS, CatOS, ASR, Nexus, Juniper MX - series), Switching (All Cisco platforms, Juniper EX), Layer 2/Layer 3, Firewalls (Cisco ASA, Juniper SRX & Netscreen, Palo Alto), OSI model, BlueCoat Proxy, F5 Load Balancers, Wireless (most platforms)
  • BGP, MPLS, OSPF, EIGRP, VLAN, VPLS, DMVPN, NHRP, Spanning-Tree, VTP, Crypto/Tunneling, Multicasting, Network Security protocols & solutions, Wireshark, OSI Layer, Wireless, DNS, DHCP, VPN, Proxy servers, VoIP/Telco technologies, QOS, SLA systems, Linux/Unix server administration, MySQL, Bash Shell Scripting, Microsoft desktop and server administration, strong Communication skills, Technical Documentation, network/security standards creation and implementation

PROFESSIONAL EXPERIENCE

Confidential

VLC Customer Support

Responsibilities:

  • Provide customer and technical support to the VA Learning Center
  • Assist customers (veterans) with resumes, basic computer/internet needs and services, MS Office, software applications, etc.
  • Documented procedures and training colleagues on various technologies
  • High-profile position providing outstanding customer service, and technical ability to keep lab operational, to include everything from hardware/software helpdesk work - to- troubleshooting and fixing one-in-all printer/fax/copy machine issues
  • Coordinate and facilitate computer training for veterans

Confidential

Network Engineer

Responsibilities:

  • Contract position to provide support to a network of 1,000+ network devices. Work with enterprise customers, architects, etc. to assist with transition to 100% SDN based network
  • Duties included equipment upgrades, implementing network changes, data center hardware maintenance, troubleshooting with vendor(s), and point of escalation for troubleshooting fixing issues with the following: Cisco PIX/ASA’s, Cisco Routers and Switches (Catalyst; 2960, 3850, 6500, etc., ASR 9k/10k, Nexus 2/5/7k), Juniper SSG Netscreen & 6500 SRX, F5 Load Balancers, Aruba Wireless, T1 Circuits, MPLS network, Palo Alto firewalls, Solarwinds, BlueCoat Proxy
  • Routine tasks include; troubleshooting/resolving BGP, OSPF, MPLS, VSS, HSRP/LLDP, L2/L3, firewall, F5 load balancing, Proxy server, SSL certificate, IPSec, crypto/tunneling, etc. issues
  • Maintain Linux jump server, primarily used as a configuration and file repository
  • Documenting network procedures and training colleagues on various technologies

Confidential

Network Engineer

Responsibilities:

  • Contract position to assist MSP in cutting over a new customer, they acquired, from their current provider network to internal network.
  • In addition, assisted with bringing 24x7 NOC online, and cleanup on their existing network
  • Mainly supported; Cisco routers, switches & firewalls, Cisco WLAN, Juniper NetScreen, most L2 protocols, BGP, EIGRP
  • Assisting on-site technicians with fixing physical issues at sites
  • Documented NOC procedures, customer configurations, and cutover procedures for their network group

Confidential

Senior NOC Engineer

Responsibilities:

  • Provide support to a network of 2,000+ devices. Work with enterprise customers to identify and fix network and communication issues.
  • Contract position working as an integral part of network cutover from existing Frame Relay network to Cisco MPLS network which utilizes a DMVPN Hub and Spoke architecture communicating via GRE tunneling
  • First and last point of escalation for troubleshooting & fixing issues with the following: Cisco PIX & ASA’s, Cisco Routers and Switches, Juniper SSG Netscreen Gateways, Cisco Zone-Based Firewalls, Cisco Wireless, Brocade backbone switches, T1 Circuits, MPLS network, Frame Relay/X.25 network, Solarwinds alarm monitoring, and other systems and applications
  • Routine tasks include; troubleshooting and fixing BGP, EIGRP, MPLS, NHRP, DMVPN, routing, IPSec, crypto/tunneling, network monitoring, Cisco WLAN, carrier, load balancing, network access and firewall issues. Assisting field technicians with fixing physical issues at enterprise sites. Creating solutions for system-wide network design issues. Documenting network procedures and training colleagues and field personnel on various technologies.

Confidential

Senior NOC Engineer

Responsibilities:

  • Contract position as a Senior NOC engineer for a Cable triple-play service provider’s newly established Network Operations Center. Role included being the primary network contact/lead for Juniper core network (EX, MX, SRX), F5 load balancers, transport network, IPTV, Fiber-to-the-Home, various Metro-Ethernet platforms, and CMTS/HFC network
  • Daily duties include; proactively monitoring Juniper core network for potential issues, troubleshooting/monitoring Routing & Switching, BGP, MPLS, OSPF, and VPLS Instances. Creating and implementing network/systems changes as required. Working with vendors to troubleshoot issues and assist with proposing improvement changes to various platforms, responding to all alerts reported by various monitoring tools, this can include troubleshooting, fixing the issue, and for some systems escalating as needed.

Confidential

Senior Unix Systems & Applications Support

Responsibilities:

  • Enterprise Applications Support, and Unix Systems Administration, for several network reporting & monitoring tools, and CMTS support
  • SME on various applications. Duties included, doing full system upgrades, backups, configuration, and support
  • Common duties include running MySQL queries in relation to database issues & application interaction, Unix troubleshooting and administration, working with vendors to resolve various application issues, system version upgrades, shell script troubleshooting & creation

Confidential

Senior Network Operations Engineer

Responsibilities:

  • Promoted to NOC shift supervisor. Responsible for 4 employees & network consisting of 1000+ actively monitored pieces of network equipment, primarily Cisco
  • Networking: Diagnose and troubleshoot networking & telecom issues; assist systems admins with diagnosing & fixing server routing issues; troubleshooting/configuration of the following; Cisco routers & switches (IOS/CatOS/Nexus), Cisco WLAN Controllers including wireless user administration, Citrix NetScaler Load Balancer troubleshooting
  • Security: Responsible for helping form, document, administer, & implement Network Security policy; troubleshooting, configuring, & administration of Cisco PIX, ASA, FWSM, VPN Concentrators, IPSec, Crypto Maps, Tunneling, Proxy Servers, Access-Lists/Access Control, & Cisco AAA/ACS/TACACS, & Wireless network policies
  • Voice: Frontline support for all T1/3, DSx/OC-x circuit issues. Provided VoIP phone troubleshooting, QoS troubleshooting and configuration implementations. Extensive SIP troubleshooting

Confidential

Technical Consultant

Responsibilities:

  • Technical part of team that provided start-to-finish project management, consultation, and support for new Philips Patient Monitoring Network installations
  • Responsible for managing & coordinating various teams from completely different functional areas to ensure a problem free network go-live
  • Configured, troubleshot, and supported all components involved in customers Patient Monitoring network including; MS SQL database, Cisco routers & switches, Clinical applications, HL7, PACS systems, Microsoft server administration, hardware & software issues, & storage systems
  • Responsible for training customer’s staff, and assisting clinical staff with training. Assisted sales staff with presentations, acting as the technical subject matter expert
  • High level troubleshooting on Philips Patient Monitoring Networks. Supported internal engineers/clinicians, and external customers to include; nursing staff, IT staff, and Executive staff
  • Administration and support of medical center’s Central Stations, Patient Monitoring equipment, clinical Database servers, and Citrix servers
  • Provided final level of tech support for everything from very small stand-alone single client/server networks - to- large scale WAN networks, Wireless 802.11/Telemetry network installation, troubleshooting, configuration, and support, and Windows network support (including LAN issues, SQL, Active Directory, and all OS issues)

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